Ingredients

The systems used by this policy include Magento, Gorgias, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“Update shipping address” ticket type explained

In customer support, an “Update Shipping Address” ticket type refers to requests from customers to modify the shipping address for their orders. This is essential for ensuring that orders are delivered to the correct location, especially if a customer has moved or made a mistake during the initial order placement. Efficiently handling these requests is crucial for maintaining customer satisfaction and avoiding delivery issues or delays.

Which Platforms does this AI policy work on?

This AI policy works specifically with Magento, Gorgias, and Kodif. Furthermore, Kodif is designed to integrate seamlessly with all other major platforms, ensuring comprehensive support across various customer service environments.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their order. This process is streamlined through a logical sequence of actions that ensure accuracy and efficiency.

1. Ask for the user’s current email address:

2. Use @get_magento_account_details to check if the provided email exists in Magento.

3. Ask for the New Shipping Address:

4. Request the customer to provide the new shipping address they wish to use.

5. Check for Duplicate Addresses:

6. Use @check_address_exists to verify if the new shipping address is already associated with another account.

7. If it is, use a macro: “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”

8. Update the Shipping Address in Magento:

9. Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in Magento.
10. Inform the customer that their shipping address has been successfully updated.

Policy logic

Use this policy when a customer requests to update the shipping address associated with their order. The process follows a structured logic to ensure seamless execution:

1. Ask for the user’s current email address:

2. Use @get_magento_account_details to confirm the email exists in Magento.

3. Ask for the New Shipping Address:

4. Request the customer to provide the new shipping address.

5. Check for Duplicate Addresses:

6. Use @check_address_exists to see if the new address is already in use.

7. Use a macro if necessary: “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”

8. Update the Shipping Address in Magento:

9. Execute @update_customer_address(current_email: str, new_address: str) to update the address.
10. Confirm the update to the customer.

Example policy

Use this policy when a customer requests to update the shipping address associated with their order. The logic is as follows:

1. Ask for the user’s current email address:

2. Use @get_magento_account_details to verify the email in Magento.

3. Ask for the New Shipping Address:

4. Request the new shipping address from the customer.

5. Check for Duplicate Addresses:

6. Use @check_address_exists to check if the address is already linked to another account.

7. If it is, use the macro to inform the customer.

8. Update the Shipping Address in Magento:

9. Update the address using @update_customer_address(current_email: str, new_address: str).
10. Notify the customer of the successful update.

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