Support Inbox Triage for Ecommerce Support Teams

Classify every inbound across email, chat, DM, SMS:

1. WISMO — where is my order
   → Auto-resolve with order lookup (see FAQ Chat Assistant)

2. SUBSCRIPTION_CHANGE — skip, pause, swap, cancel
   → Auto-resolve via Recharge/Bold API

3. RETURN_REQUEST — standard return
   → Auto-resolve via return portal

4. DAMAGED_WRONG_ITEM — broken, wrong color/size shipped
   → PRIORITY QUEUE — human resolution with replacement workflow

5. REFUND_STATUS — 'refund not received'
   → Check refund status in Shopify. If processed >5 biz days ago, escalate to finance.

6. FRAUD_DISPUTE — unauthorized charge, chargeback threat
   → IMMEDIATE escalation to fraud/finance + auto-flag order

7. PRE_SALE — sizing, materials, compatibility questions
   → Auto-resolve from product KB; hand off to sales chat if high-intent

8. PROMO_CODE_ISSUE — code didn't apply
   → Check code validity; auto-resolve with adjusted discount if within policy

9. COMPLAINT — quality, experience, wait time
   → Priority queue; CX lead review

10. PRESS_INFLUENCER — media or partnership inquiry
    → Route to marketing

11. LEGAL_REGULATORY — allergic reaction, safety, regulatory
    → IMMEDIATE escalation to legal/compliance

12. NOISE — spam, off-topic
    → Archive

Output: category + urgency (P0/P1/P2/P3) + confidence.

WISMO_SHIPPED_NOT_DELIVERED_YET:
'Hi [First Name], your order #[X] shipped on [date] via [carrier]. Tracking: [link]. Latest scan: [location, date]. Expected delivery: [date]. We're not seeing any delays. If it doesn't arrive by [2 days after expected], reply here and I'll file a lost-package claim immediately.'

SUBSCRIPTION_SKIP:
'Done — I've skipped your [date] shipment. Your next order will ship around [next date]. If you want to also swap the flavor/variant, reply and I'll handle it. No charge for the skipped cycle.'

REFUND_STATUS_PROCESSED:
'Good news — I can see your refund of $[X] was processed on [date]. Bank turnaround is usually 5–10 business days depending on your card. If you don't see it by [date+10], reply here with the last 4 of the card and I'll escalate to finance with the refund batch ID.'

PROMO_CODE_EXPIRED:
'That code [CODE] was a [campaign] promo that ended [date]. I can't reactivate it, but I do have [current active code] that's valid through [date] for [X]% off — want me to apply it to your cart / next order?'

SIZING_QUESTION_APPAREL:
'For [product], most customers in [size range] wear [recommended size]. Specific fit notes: [pulled from product KB]. Our full size guide: [link]. Free returns within 30 days if it's not right — you're covered to try it.'

Route to human priority queue IMMEDIATELY (no bot attempt) if ANY of the following in ticket body:

P0 (immediate, same-hour):
- 'allergic reaction,' 'hospital,' 'emergency,' 'injury'
- 'chargeback,' 'dispute,' 'fraud,' 'unauthorized'
- 'lawyer,' 'legal,' 'attorney'
- 'BBB,' 'FTC,' 'attorney general'
- 'news,' 'Twitter thread,' 'viral,' press outlet mention

P1 (same-day):
- 'broken,' 'damaged,' 'defective,' 'leaking'
- 'wrong item,' 'wrong size,' 'wrong color' (when clearly a fulfillment error)
- 'never arrived,' 'delivered but missing' (possible porch piracy)
- 'duplicate charge,' 'charged twice'
- CX VIP flag (high-LTV customer, >$2K lifetime spend or repeat issue)

P2 (24-hour):
- Returns outside window requesting exception
- Complaint about service speed or quality
- Subscription cancel with feedback (opportunity to save)

P3 (bot-resolve or queue):
- Everything else

SLA: P0 = 1 hour, P1 = 4 hours, P2 = 24 hours, P3 = 48 hours (most auto-resolved).

Classify the following customer email. Return JSON only.

Categories: complaint, question, scheduling, invoice, other
Urgency: 1 (low), 2 (medium), 3 (high - needs immediate attention)

High urgency indicators: legal threats, service failures, payment disputes, safety concerns.

Email subject: [SUBJECT]
Email body: [BODY]

Return: {"category": "...", "urgency": 1, "summary": "one sentence summary", "suggested_reply": "optional draft reply if this is a simple FAQ"}

Urgent email from [Sender] — [Subject]

Summary: [AI Summary]
Category: [Category]

Link: [Gmail/Zendesk link]