Empower your agents with pre-generated drafts on relevant conversations

Agent Assist

Unsolicited emails from unknown businesses or individuals offering services or products, often from generic or sales-oriented email addresses

Solicitation

Emails from businesses we've interacted with or subscribed to, often sent from addresses like "newsletter@company.com" or "marketing@brand.com". These are often announcements and newsletters. This also includes invitations to events, webinars, podcasts.

Marketing emails

Automated messages from services like social media platforms, Google Alerts, etc. about new content or activity related to your interests or account, including new posts and comments.

Notification emails

Confirmation emails from online retailers or service providers (e.g., Amazon, eBay, Uber) detailing items purchased, costs, and delivery information

Order receipt

Emails from payment processors or financial institutions (e.g., PayPal, Stripe, banks) confirming completed transactions or transfers

Payment receipt

Service-related messages, encompassing both user-facing notifications such as password reset notifications, and internal business communications. These include account-specific alerts, periodic reports containing service performance metrics, and other business-related information.

Transactional emails

Automated messages related to software systems, development processes, or infrastructure, such as GitHub vulnerability alerts, error logs, deployment status, or domain renewal notifications

Technical notification

Records of customer interactions via phone or chat, not necessarily including a transcription of the complete dialogue, but simply an indication that a call or chat occurred, with metadata.

Record of call or chat

Stylistic and tone instructions that apply to all drafts and automated responses.

Always-On Instructions

Automate order tracking based on common shipping fulfillment scenarios

Order tracking

Customers are inquiring about the status of their order

Order tracking inquiry

This scenario is used when a customer asks about a confirmed order that has not been shipped yet, therefore it would not have any tracking information. In this case, the user is informed that their order is still being prepared, will be shipped soon, and to re-iterate the expected shipping time estimate.

Order being prepared

This scenario is used when a customer asks about an order that is in transit based on the tracking information provided by the carrier and is still within the shipping time estimate. In this case, the user is informed that their order is on its way and should arrive soon, and to re-iterate the expected shipping time estimate. In the event that they do not received it after the expected delivery time lapses, they can reach out again.

Order in transit

This scenario is used when a customer asks about an order that appears to have been already delivered based on the tracking information provided by the carrier. Chances are the order was just delivered or the customer's question came in before the tracking was status updated to delivered. Usually the best course of action here is to inform the customer that the order appears to have been delivered at the known date and a time, and to verify whether it is there or not before proceeding.

Recently delivered

This scenario is used when a shipped order is not trackable because the type of shipment or courier used does not provide a tracking a number and a way to monitor the shipment status or ocassionally because it is a digital product that does not require a physical shipment.

Tracking not available

This scenario is used when an order's shipment status is encountered an exception. Typically because the carrier had an issue with the address or it being returned to the shipper. At this point, the fulfillment team would need to follow up with the carrier to verify what went wrong and reach back out to the customer.

Shipment exception

This scenario is used when an order appears to be lost in transit, where the order was shipped but tracking information has not been updated in a while, indicating that the order was not delivered and is not moving. At this point, the best course of action is to confirm with the courier whether the order is still enroute and consider sending a replacement to appease the customer.

Lost in transit

This scenario is used when an order is not found in Shopify or WooCommerce based on email, phone number, or order ID. At this point, the order is likely under a different email or perhaps the order number provided by the user is incorrect, so the user is asked to provide additional information to help identify their order.

Order not found

Assist your agents with order management requests like cancelations and address changes

Order management

Customers requesting to change the shipping address for their order

Shipping address change request

Customers requesting to cancel their order

Order cancellation request

This scenario is used when a customer requests a change to their shipping address when the order hasn't been shipped yet. At this point, it should still be possible to change the address since the shipment has not gone out yet.

Update shipping address

This scenario is used when a customer wants to cancel their order before it has been shipped. At this point, it should still be possible to cancel the order since it has not gone out yet.

Cancel order

This scenario is used when a customer requests a change to their shipping address when the order has already been shipped! At this point, it is no longer possible to halt the shipment or the address since the shipment has already gone out and is enroute to the customer. However, the carrier might still be able to help them.

Cannot update shipping address

This scenario is used when a customer wants to cancel their order after it has been shipped! At this point, it is usually no longer possible to cancel the order since it already went out, but they can return the order once it is received.

Cannot cancel order

Handle frequent pre-sales inquiries to assist potential customers

Common pre-sales questions

Return policy inquiry

Customers inquiring about estimated shipping times

Estimated shipping time

Customers asking about free shipping eligibility

Free shipping eligibility

Customers inquiring about international shipping options

International shipping inquiry

Discount request

Customers inquiring about product availability

Product availability

Customers inquiring about wholesale options or bulk purchases

Wholesale inquiry

This scenario is used when a customer wants to return their order or understand what our return policy is.

Return policy

This scenario is used when a customer wants to understand what our estimated shipping times are.

This scenario is used when a customer wants to understand if and how an order could be eligible for free shipping.

This scenario is used when a customer wants to understand if international shipping is possible.

International shipping availability

This scenario is used when a customer wants a discount code. Typically if there is an available discount code it can be provided, and we would suggest that they subscribe for more offers.

Provide discount code

This scenario is used when a customer requests more information about the availability of a particular product, based on inventory.

This scenario is used when a customer asks about wholesale orders. Which, if available, details will be provided.

Zendesk templates

Agent Assist

Order tracking

Order management

Common pre-sales questions