Ingredients

The systems used by this policy include Magento, Gladly, 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, a “Get order info” ticket type refers to requests from customers seeking information about their orders. This typically includes inquiries regarding order status, shipment tracking, estimated delivery times, and any potential issues related to the order. Efficiently managing these tickets is crucial for enhancing customer satisfaction and ensuring a smooth post-purchase experience. Automating this process allows customer support teams to handle these inquiries swiftly, providing customers with up-to-date information without delay.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on Magento, Gladly, and Kodif, integrating with these platforms to streamline the customer support process. Additionally, Kodif integrates with all other major platforms, making it a versatile choice for businesses looking to enhance their customer service capabilities.

When should I use this policy?

This policy should be employed when customers inquire about the status of their orders, similar to handling WISMO (Where Is My Order?) requests. This approach ensures that customers receive timely and accurate information, improving their overall experience and reducing the workload on customer support teams.

Policy Logic

1. Ask for the user’s email address
2. Use @get_magento_account_details to check if the user with that email address exists in Magento.
3. If the email address is not found, ask for a valid email address.

4. If the email address is still not found, route it to an agent for further investigation.

5. Display Recent Orders

6. Use @get_magento_orders to retrieve the user’s recent orders.
7. Display the list of recent orders and ask the user which specific order they would like to inquire about.

8. If the order is not found, route it to an agent for further investigation.

9. Check Order Status

10. For the selected order, retrieve the shipping status using @magento_order_details(order_id: str).
11. If “Approved”, inform that the order was approved and is waiting to be processed.
12. If “Processing”, inform that the order was processed and is waiting to be shipped.
13. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date.
14. If “Shipped”, inform that the order was shipped and is in transit, providing the tracking number.
15. If “In transit”, use the tool @magento_order_details to check if the order is within the estimated delivery date. If yes, inform that the order is in transit and provide the expected delivery date. If no, inform the customer of the delay and transfer the request to an agent for investigation.
16. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was indeed received. If not, route to an agent or create a ticket to escalate for further investigation.
17. If “Canceled”, inform that the order was already canceled.

Example Policy

When should we use this policy? Use this policy when customers want to know the status of the orders.

Policy Logic

1. Ask for the user’s email address
2. Use @get_magento_account_details to check if the user with that email address exists in Magento.
3. If the email address is not found, ask for a valid email address.

4. If the email address is still not found, route it to an agent for further investigation.

5. Display Recent Orders

6. Use @get_magento_orders to retrieve the user’s recent orders.
7. Display the list of recent orders and ask the user which specific order they would like to inquire about.

8. If the order is not found, route it to an agent for further investigation.

9. Check Order Status

10. For the selected order, retrieve the shipping status using @magento_order_details(order_id: str).
11. If “Approved”, inform that the order was approved and is waiting to be processed.
12. If “Processing”, inform that the order was processed and is waiting to be shipped.
13. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date.
14. If “Shipped”, inform that the order was shipped and is in transit, providing the tracking number.
15. If “In transit”, use the tool @magento_order_details to check if the order is within the estimated delivery date. If yes, inform that the order is in transit and provide the expected delivery date. If no, inform the customer of the delay and transfer the request to an agent for investigation.
16. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was indeed received. If not, route to an agent or create a ticket to escalate for further investigation.
17. If “Canceled”, inform that the order was already canceled.

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