Gorgias

Customer enters tracking inquiry into Gorgias Chat.

AI Agent fetches tracking URL from Shopify backend via API.

Agent confirms shipping status and delivery date.

AI provides the carrier link directly to the customer and closes the ticket.

Klaviyo triggers an SMS to the customer.

Customer replies with a technical question.

Gorgias syncs the SMS thread and tags it as 'Sales Opportunity'.

AI Agent answers the question and provides a dynamic discount link to complete the purchase.

Customer requests to 'skip next month' in the chat.

Gorgias authenticates the customer via the Recharge integration.

AI updates the subscription schedule in the Recharge database.

Confirmation is sent via email and the ticket is marked resolved.

Customer sends an email regarding a complaint.

Gorgias checks the 'Customer Lifetime Value' (CLV) from Shopify.

If CLV > $1000, the 'VIP Priority' rule is triggered.

The ticket is moved to the top of the 'Urgent' queue and assigned to a manager.

Customer submits a ticket in French.

Gorgias AI translates the ticket to English for the agent.

Agent writes a response in English.

Gorgias translates it back to French for the customer, maintaining brand tone.

Customer asks for a refund on a specific order.

Gorgias checks the purchase date and item type (Final Sale vs Returnable).

If ineligible, AI explains the policy to the customer automatically.

If eligible, AI generates a Return Label via integration and sends it.

Gorgias monitors all comments on tracked Instagram posts.

Sentiment analysis tags comments as 'Positive', 'Negative', or 'Question'.

Negative comments are instantly hidden or routed to a crisis agent.

Questions are answered by the AI agent to drive sales in the comments.