This template runs a support triage agent for direct-to-consumer brands. It reads the incoming support inbox, understands what each customer is asking for, and looks up the matching order in Shopify so every reply carries real context. It is built for founders and operators who want their support inbox handled without reading every message themselves.
What it does
The agent classifies each email by intent, pulls the relevant Shopify order details, and takes the matching action. Actions under a $50 auto-approve cap run on their own. Anything above that cap is held for human approval before it goes through. Replies are written in your brand voice, and the agent keeps an audit trail of what it decided and did. At the end of the day it posts a digest summarizing the inbox.
How it works
- At the start of every run, the agent loads its triage playbook: the intent taxonomy, the per-intent Shopify action map, classification and confidence rules, the auto-approve cap policy, and brand-voice reply guidance.
- It reads new support messages in Gmail and classifies each one by intent and confidence.
- It fetches order context from Shopify to ground its response.
- It executes the mapped action within the $50 cap, or routes the request for approval when the cost or risk is higher.
- It sends a reply in your brand voice, logs the decision, and compiles an end-of-day digest.
The agent follows a weekly schedule so triage runs on its own without manual kickoff.
