Sample data · Gorgias · Shopify · Drive
Customer care
AI drafts a reply for Jo. Jo reads it, edits it and sends it.
Jo sends every reply. Nothing is sent automatically.
Names, emails, addresses and payment details never leave Gorgias and Shopify. Before any AI step, HQ swaps them for tokens, and swaps them back for the team.
Queue
GorgiasTin arrived dented
Damaged tin · 2 h ago · assigned to JoWhat the customer wrote
Gorgias Shown to the team only. The real name is visible here.
Hi, I'm Emily Carter. My order #10482 arrived today and the Ceremonial No.1 tin is badly dented, the lid won't close. Please send it to 14 Palm Court, Venice CA again. You can reach me at emily.carter@example.com.
What the AI saw
O · pseudonymised HQ swaps personal details for tokens before any AI call. Names, emails, addresses and payment details never leave Gorgias and Shopify.
Hi, I'm [Customer]. My order [Order #1] arrived today and the Ceremonial No.1 tin is badly dented, the lid won't close. Please send it to [Address] again. You can reach me at [Email].
Hi Emily,
I'm so sorry your tin arrived dented. That's not how we want matcha to reach you.
We'll send a fresh Ceremonial No.1 to 14 Palm Court today. No need to send the dented one back.
You'll get a new tracking email soon.
Warmly,
Jo
Jo sends every reply. Nothing is sent automatically.
Facts the draft used
- Shopify Order status: delivered 30 Oct
- Packiyo (US) Lot K-2411-B, shipped from the US warehouse
- Drive Policy doc “Damaged on arrival”, last checked 14 Oct by Caroline
If a fact is missing, the draft says so and asks Jo instead of guessing.
Where is my order
Customer asks where order [Order #1] is. Draft uses Shopify tracking status: shipped, in transit. Jo checks and sends.
Sample screen: the layout matches the damaged-tin example. Select the first ticket for the full view.
Subscription change
Customer skipped next month. Jo handled it and sent the reply herself.
Sample screen: the layout matches the damaged-tin example. Select the first ticket for the full view.
Wholesale question
A café asks about minimum order. Draft uses the standard terms from the Drive price sheet. Jo or Sam checks before sending.
Sample screen: the layout matches the damaged-tin example. Select the first ticket for the full view.
Health question
Ask a person first: no AI draft
Anything about health or medical claims is never answered by the AI, and the text is never sent to it. HQ sends the ticket straight to Caroline.
R · never to AI Reason: health / medical claim
Feedback by lot
Later, when you want itComplaints would be tagged with the lot number, so a bad lot such as K-2411-B shows up early. Caroline called this “a bit overkill for now”, so it is off.