Two systems, one support decision
Shopify holds order and fulfillment facts. Gmail is where many small teams read, draft, and organize conversations. The value of connecting them is putting the right evidence beside the message at the moment a decision is made.
A simple workflow shape
Classify the message, identify the relevant order when possible, retrieve policy and knowledge context, draft a response, and place it in Gmail for review. If an order cannot be matched or the request is sensitive, stop and route it to a teammate.
Protect the customer experience
Drafts should use the store voice, include the right links, and avoid internal notes. The system should never treat a tracking summary as a delivery guarantee. Make the reviewer job easy with evidence and a clear abstention reason.
Roll out in slices
Pilot one inbox and two or three common intents first. Compare response time and edit rate with the old process. Expand only after the team understands edge cases and has owners for policies, product facts, and workflow changes.
Want to explore a support workflow with your own evidence and policies?
Start a pilot conversation