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Shipped AIUpdated 2 months ago

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.


Shipped AI's uses machine learning to become a crucial member of your team - it’s empowered to work directly with the Shipped post-purchase platform enabling it to solve customer issues, not just answer simple questions.

Shipped AI can solve real support problems through natural language processing. That includes nuances involved in complex exchanges, shipping replacements for fulfillment errors, and processing returns in real time. 

The system allows for flexible customization, enabling you to define unique brand guidelines and effortlessly establish brand policies, knowledge base, and FAQs without the constraints of pre-built workflows that other chatbots blindly adhere to.

The Shipped AI CX agent is fully configurable with various identities including photos, personalities, and even background stories.



Steps

1. Go to Settings -> App Store -> All Apps.

2. Find Shipped AI on the list and click on it.

3. Click on the Connect App button.

4. Authorize the app.

5. Once installed, two HTTP Integrations will be created under Settings -> App Store -> HTTP Integration -> Manage.

6. Connect your Shipped AI app with your Shopify store.

7. After the setup is completed, 2 Macros will be auto-generated:

8. On the 
Shipped AI platform, under the Integrations tab, connect your Gorgias account.

9. Once the setup is done, locate a customer in Gorgias. Create a test ticket or update an existing one with an internal note for the widget to appear.

The way ticket handling is done is with the integration creating an AI bot that acts as the first responder to Chat conversations. 

At the opening of each conversation, Shipped AI will be the first to respond (via the AI bot) and tag the conversation with the shipped-ai-intercepted Tag. When a Chat conversation is resolved, the ticket will be tagged with shipped-ai-resolved.

If a conversation is escalated to a live agent, it'll be tagged with shipped-ai-escalated and remain open until the live agent updates the status. If a conversation is escalated via email, the conversation will be tagged with shipped-ai-escalated and shipped-ai-resolved, as an email ticket will be created for the customer support team to resolve.

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