An AI support rep with order and policy context
The Support Rep reads the ticket, checks the customer's order and your policies, and drafts the reply your team would send.
Book a demoYour team approves customer, money, and storefront actions.
Gorgias
Give every draft the context your team checks manually
The employee brings the ticket, order, customer history, tracking, and relevant policy into one record before it writes the response.
Read the queue
Review new tickets in the connected inboxes and classify the request.
Pull the context
Check the customer, order, tracking, product, and policy records needed for the answer.
Draft the response
Write a reply in your support voice and prepare any allowed follow-up action.
Approve or send
Your team approves sensitive replies and actions, or allows selected low-risk cases under a policy.
What the Support Rep handles
Use it for the recurring tickets that require accurate store context, a consistent response, and a clear escalation path.
Order-status replies
Draft WISMO responses with current fulfillment and tracking details from the order record.
Returns and refunds
Check the request against order history and policy, then prepare the response or approval item.
Product questions
Answer common product, availability, sizing, and usage questions from approved information.
Escalation routing
Flag edge cases, assign an owner, and attach the records a human needs to make the decision.
Keep refunds, exceptions, and sensitive replies under review
Set which ticket types the employee may draft or send and which actions always need approval. Each run keeps the source records and reviewer decision.
GorgiasFrequently asked questions
Which support tools does it work with?+
ShopDucky supports Intercom, Gorgias, Gmail, Klaviyo, and more. It can also use connected ecommerce tools such as Shopify for order context.
Can it see live order information?+
Yes, when the relevant store and support tools are connected and the employee has permission to read those records.
Can it send replies automatically?+
Only under the rules you set. You can require approval for every reply or allow selected low-risk cases while escalating exceptions.
Does it handle refunds?+
It can check the request, prepare the response, and route a refund action for approval. Your permissions determine whether it may execute the final action.
Bring a sample of your support queue
We will show how the Support Rep gathers the order and policy context and prepares each reply for review.