Ingredients

The systems utilized 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.

“Get order info” ticket type explained

In the realm of customer support, the “Get order info” ticket type refers to customer inquiries specifically about the details of their orders. These tickets often involve questions related to order status, shipment tracking, delivery timelines, and any potential issues that might have arisen during the order process. Efficiently handling these inquiries is crucial for maintaining customer satisfaction and trust, as prompt and accurate responses can significantly enhance the customer experience. By automating the retrieval and communication of order information, businesses can reduce response times and provide a more seamless support experience.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with Magento, Gorgias, and Kodif. Additionally, Kodif integrates effortlessly with all other major platforms, ensuring broad compatibility and ease of use across various customer support environments.

When should I use this policy?

This policy should be employed when customers are inquiring about the status of their orders. It is especially useful for “Where Is My Order?” (WISMO) inquiries, allowing businesses to provide quick and accurate updates to customers.

To implement this policy, follow the logic below:1. Ask for the user’s email address
a. Use @get_magento_account_details to verify if the email address exists in Magento.
b. If not found, request a valid email address.
c. If still not found, route the inquiry to an agent for further investigation.

1. Display Recent Orders
   a. Use @get_magento_orders to fetch the user’s recent orders.
   b. Present the list of orders and ask which specific order they are inquiring about.
   c. If the order is not found, route to an agent for further support.

2. Check Order Status
   a. Retrieve the shipping status using @magento_order_details(order_id: str).
   b. Provide status updates such as “Approved”, “Processing”, “Pending Shipment”, “Shipped”, “In transit”, “Delivered”, or “Canceled” based on the order status, and take appropriate action or escalate as needed.

Policy logic

This policy is designed for situations where customers inquire about the status of their orders, specifically for “Where Is My Order?” (WISMO) inquiries. The logic involves querying the system for customer order details and providing relevant information or escalating the inquiry when necessary.

Logic Steps:

1. Ask for the user’s email address
   a. Use @get_magento_account_details to check if the email address exists in Magento.
   b. If not found, ask for a valid email address.
   c. If still not found, route it to an agent for further investigation.

2. Display Recent Orders
   a. Use @get_magento_orders 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 is not found, route to an agent for further investigation.

3. Check Order Status
   a. For the selected order, retrieve the shipping status using @magento_order_details(order_id: str).
   b. Provide status updates and take appropriate actions or escalate as necessary.

Example policy

Here is an example of how the policy can be structured using Magento and Gorgias:

1. Ask for the user’s email address
   a. Use @get_magento_account_details to verify if the email address exists in Magento.
   b. If not found, request a valid email address.
   c. If still not found, route the inquiry to an agent for further investigation.

2. Display Recent Orders
   a. Use @get_magento_orders to fetch the user’s recent orders.
   b. Present the list of orders and ask which specific order they are inquiring about.
   c. If the order is not found, route to an agent for further support.

3. Check Order Status
   a. Retrieve the shipping status using @magento_order_details(order_id: str).
   b. Provide status updates based on the order status, and take appropriate action or escalate as needed.

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