First response time from 6 hours to 45 minutes. Half the emails now resolve themselves.

The Challenge

A two-person support team was handling 150–200 inbound customer emails per day. Average first response time was 6 hours. During peak seasons it stretched to 24. The majority of emails were repetitive — order status, shipping delays, return requests — but each still required a human to open the order in Shopify, locate the relevant information, and compose a reply.

The Solution

The triage agent connects to the support inbox and processes every incoming email in real time. It classifies the email by topic (order status, return, complaint, general inquiry) and urgency, then pulls the relevant order data from Shopify using the customer's email address. For routine queries, it generates and sends a complete, personalised reply automatically. For complex or sensitive cases, it drafts a suggested reply and routes to the correct team member with full context pre-loaded — no inbox digging required.