Ingredients
The systems used by this policy include Prive, Freshdesk, 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.
“Swap subscription product” ticket type explained
In customer support, the “Swap subscription product” ticket type refers to requests from customers who want to switch from one subscription product to another. This could involve changing the size, color, or type of product they receive regularly as part of their subscription service. Handling these requests efficiently is crucial for maintaining customer satisfaction and loyalty, as it demonstrates flexibility and responsiveness to customer needs.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to function seamlessly on Prive, Freshdesk, and Kodif. Moreover, Kodif integrates smoothly with all other major platforms, ensuring a wide range of compatibility and use cases.
When should I use this policy?
This policy should be used when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment.
Describe the logic
Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.
- Ask for the user’s email address
- Use @get_prive_account_details(email: str) tool to check if a user with that email address exists in Prive
Ask for the order number of the shipment in question.
Retrieve and Verify Order Details
- Use @prive_order_details(order_id: str) to fetch the order details.
- Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).
Review the items in the order to verify what needs to be reshipped.
Check Reshipment Eligibility:
- Confirm the customer’s issue:
- Lost shipment.
- Damaged item(s).
- Incorrect item(s).
- Use @check_reshipment_eligibility(order_id: str) to ensure the order qualifies for a reshipment.
If the order is not eligible, use macro: “Unfortunately, your order is not eligible for a reshipment due to [specific reason]. Please let us know if there’s anything else we can assist you with.”
Confirm Reshipment Details:
- Ask the customer to confirm the reshipment address.
- Use @get_prive_account_details(email: str) to retrieve the saved address, or ask the customer to provide a new address.
If a new address is provided, use @update_prive_address(address_id: str, new_address: json) to update the shipping address.
Create a Reshipment Order:
- Use @prive_order_details(order_id: str) to gather the details of the original order.
- Use @create_prive_order(items: list, address: json, user_email: str) to create a replacement order with the same items.
- Use @set_order_to_paid(order_id: str) to mark the new order as paid to ensure the customer is not charged again.
If applicable, use @set_discount_to_order(order_id: str, percent: int) to apply a 100% discount.
Notify the Customer using macro “Your replacement order has been processed. You’ll receive an email with tracking details shortly.”
Example policy
Use this policy when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment.
Describe the logic
Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.
- Ask for the user’s email address
- Use @get_prive_account_details(email: str) tool to check if user with that email address exists in Prive
Ask for the order number of the shipment in question.
Retrieve and Verify Order Details
- Use @prive_order_details(order_id: str) to fetch the order details.
- Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).
Review the items in the order to verify what needs to be reshipped.
Check Reshipment Eligibility:
- Confirm the customer’s issue:
- Lost shipment.
- Damaged item(s).
- Incorrect item(s).
- Use @check_reshipment_eligibility(order_id: str) to ensure the order qualifies for a reshipment.
If the order is not eligible, use macro: “Unfortunately, your order is not eligible for a reshipment due to [specific reason]. Please let us know if there’s anything else we can assist you with.”
Confirm Reshipment Details:
- Ask the customer to confirm the reshipment address.
- Use @get_prive_account_details(email: str) to retrieve the saved address, or ask the customer to provide a new address.
If a new address is provided, use @update_prive_address(address_id: str, new_address: json) to update the shipping address.
Create a Reshipment Order:
- Use @prive_order_details(order_id: str) to gather the details of the original order.
- Use @create_prive_order(items: list, address: json, user_email: str) to create a replacement order with the same items.
- Use @set_order_to_paid(order_id: str) to mark the new order as paid to ensure the customer is not charged again.
If applicable, use @set_discount_to_order(order_id: str, percent: int) to apply a 100% discount.
Notify the Customer using macro “Your replacement order has been processed. You’ll receive an email with tracking details shortly.”
