Ingredients

The systems used in this policy include BigCommerce, 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.

“Get order info” ticket type explained

In customer support, the “Get order info” ticket type refers to inquiries from customers seeking information about their orders. This includes questions about the order status, shipment tracking, estimated delivery times, and any changes or updates to their purchase. Efficiently managing these inquiries is crucial for maintaining customer satisfaction and trust, as it demonstrates transparency and reliability in handling customer orders.

Which Platforms does this AI policy work on?

This AI policy is designed to work on BigCommerce, Gorgias, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, providing a versatile solution for diverse business needs.

When should I use this policy?

This policy should be used when customers want to know the status of their orders. It is particularly useful for addressing common customer inquiries related to order tracking and delivery updates.

Policy logic

1. Ask for the user’s email address
   a. Use @bigcommerce_account_details(email: str) to check if the user with that email address exists in BigCommerce.
   b. If the email address was not found, ask for a valid email address.
   c. If the email address is still not found, route it to an agent for further investigation.

2. Display Recent Orders:
   a. Use @bigcommerce_orders(email: str) to retrieve the user’s recent orders.
   b. Display the list of recent orders and ask the user which specific order they would like to inquire about.
   c. If the order was not found, route to an agent for further investigation.

3. Check Order Status
   a. For the selected order, retrieve the shipping status using @bigcommerce_order_details(order_id: str).
   b. If “Approved,” inform that the order was approved and is waiting to be processed.
   c. If “Processing,” inform that the order was processed and is waiting to be shipped.
   d. If “Pending Shipment,” inform that the order is pending shipment and provide a shipment date.
   e. If “Shipped,” inform that the order was shipped and is in transit, providing the tracking number.
   f. If “In transit,” use the tool @bigcommerce_order_details(order_id: str) to check if the order is within the estimated delivery date.

   • If yes, inform the order is in transit and provide the expected delivery date.
   • If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation.
     g. If “Delivered,” inform that the order was delivered and confirm with the customer if the order was delivered.
     h. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
     i. If “Canceled,” inform that the order was already canceled.

Example policy

1. Ask for the user’s email address
   a. Use @bigcommerce_account_details(email: str) to check if the user with that email address exists in BigCommerce.
   b. If the email address was not found, ask for a valid email address.
   c. If the email address is still not found, route it to an agent for further investigation.

2. Display Recent Orders:
   a. Use @bigcommerce_orders(email: str) to retrieve the user’s recent orders.
   b. Display the list of recent orders and ask the user which specific order they would like to inquire about.
   c. If the order was not found, route to an agent for further investigation.

3. Check Order Status
   a. For the selected order, retrieve the shipping status using @bigcommerce_order_details(order_id: str).
   b. If “Approved,” inform that the order was approved and is waiting to be processed.
   c. If “Processing,” inform that the order was processed and is waiting to be shipped.
   d. If “Pending Shipment,” inform that the order is pending shipment and provide a shipment date.
   e. If “Shipped,” inform that the order was shipped and is in transit, providing the tracking number.
   f. If “In transit,” use the tool @bigcommerce_order_details(order_id: str) to check if the order is within the estimated delivery date.

   • If yes, inform the order is in transit and provide the expected delivery date.
   • If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation.
     g. If “Delivered,” inform that the order was delivered and confirm with the customer if the order was delivered.
     h. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
     i. If “Canceled,” inform that the order was already canceled.

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