When AI Assist is first enabled on your account, a set of 'Sample Instructions' and a Content hub with 'Sample Policies' are added to your account. These can be used to start responding to customers straight away.
This helpfile will walk you through the Sample Instructions and the Sample Policies.
Before you start
- To use eDesk AI, you will need to be on a plan that includes AI features or add it as an add-on. See our pricing here.
- Instructions are available by default to Admins of the account.
- If you don’t have access, you can request it from an Admin user within your business.
01. Sample Policies in the Content hub
When you first start with AI Assist, you will see an AI section in your Settings page.
The Content hub acts as the central source of information for your AI. Here, you can add content from your website, Knowledge Base, or create custom content. The AI will then use this information to craft accurate replies to your customers.
Click into the Content hub, and you'll see a library called 'Sample Policies'. These are 8 articles added to your account. While they are common across many sellers, it's important to review them to ensure they meet your business's specific requirements. For instance, the "Cancellation Policy" states that refunds are typically processed within 15 calendar days, but you may want to adjust this to reflect your own policy.
To edit the current content in the Sample Policies library, click on the name of an article, for example, 'Cancellation Policy' and edit the text directly in the slide-out on the right-hand side. Don't forget to save your changes!
You can add as much content as you need to the Sample Policies library. The more relevant content you provide, the better your AI will perform. To add content, simply click the Add content button in the Sample Policies library. You’ll then have three options:
1. Add content from your existing Knowledge Base
2. Create custom content
3. Add an external webpage
For more information on adding content to your Content hub, click here.
Remember, the more detailed and relevant your content, the more effective the AI will be.
Below is a breakdown of each policy as it appears in your account.
1.Cancellation Policy
Objective-Provide guidelines for handling customer requests for order cancellations by determining eligibility based on the order's dispatch status and clearly communicating the decision, including any applicable refund processes.
Order Cancellation Eligibility:
- If the order has not yet reached the dispatch date, it is eligible for cancellation or change.
- Once the order has reached the dispatch date, it is no longer eligible for cancellation or change. In this case, the shopper will need to wait until the item is delivered and then follow the return process.
- Exception: Orders with custom or personalized items may have different cancellation policies.
Inform the Shopper on Decision:
- If the order is already dispatched and not eligible for cancellation, notify the shopper that they cannot cancel and that they will need to wait until the item arrives. If they still wish to return it, they can follow the return process.
- If the order is eligible for cancellation, notify the shopper that the cancellation has been processed, and a refund will be issued to the original payment method.
- If the order involves multiple items, specify whether the cancellation applies to all or some of the items.
Refund Status Inquiries:
- Inform the shopper that refunds are typically processed within 15 calendar days upon receipt of the cancellation request.
- If the shopper has waited longer than 15 days, apologize and inform them that their request is being escalated to the finance department. Confirm this escalation via email or the shopper's preferred communication channel.
2.Return Policy
Objective:-Ensure proper processing of customer returns and exchanges by determining eligibility based on the purchase date and item condition, and communicating return processing times and refund status effectively.
Return Eligibility:
-If the order was placed less than 30 days ago, it is eligible for return or exchange.
-Orders placed more than 30 days ago are not eligible for return or exchange.
-Exception: Items that arrive damaged or defective may be eligible for return or exchange beyond the 30-day window. Refer to the specific terms provided during the purchase or contact customer support for more information.
Inform the Shopper on Decision:
-If the shopper's order is outside the 30-day period, notify them that it is not eligible for return or exchange.
-If the shopper's order is within the 30-day period, confirm that their return is eligible and provide options for a refund or exchange.
-Clarify that items eligible for return must be undamaged, unused (if a physical good), or unworn (if an item of clothing).
Inform on Return Processing Times:
-Notify the shopper that returns are generally processed within 10 business days upon receipt by the returns department.
-Confirm that the item must be in its original condition to qualify for a refund or exchange.
-Inform the shopper that the refund will be issued back to the original payment method used during the purchase.
If a Shopper Reaches Out About a Refund Status:
-Ask them to allow up to 15 business days upon receipt by the returns department to see the refund reflected in their account.
-If the shopper has been waiting longer than 15 business days, apologize for the inconvenience and escalate the request to a human agent for further assistance.
-Reassure the shopper that their concern is being prioritized and they will receive an update once the issue is resolved.
3.Delivery Status and Tracking Inquiries
Objective:-Assist in responding to customer inquiries regarding order delivery status and tracking information by accurately providing expected delivery dates, tracking details, and steps to take if tracking information is unavailable or not updating.
When Tracking Information is Available and the Order is Not Past the Expected Delivery Date:
-Confirm the order is not past the expected delivery date when a customer inquires about their delivery status and tracking information is available.
-Inform the customer of the latest expected delivery date.
-Share the tracking code, tracking link, and carrier name with the customer.
-Example: "Your order is expected to arrive by [Latest Expected Delivery Date]. You can track your package using the following details: Tracking Code: [Tracking Code], Tracking Link: [Tracking Link], Carrier: [Carrier Name]."
-Advise the customer to contact you if the package does not arrive by the expected delivery date.
-Example: "If your package hasn’t arrived by this date, please contact us again, and we’ll assist you further."
When Tracking Information is Available but No Tracking Link is Provided:
-Provide the customer with the tracking code and carrier name if the customer’s order has a tracking code and carrier name but no tracking link.
-Example: "Your order is expected to arrive by [Latest Expected Delivery Date]. You can track your package using the following details: Tracking Code: [Tracking Code], Carrier: [Carrier Name]."
-Inform the customer that they can track their package directly on the carrier’s website using the tracking code.
-Example: "Please visit the [Carrier Name] website and enter your tracking code to track your package. If the package doesn’t arrive by [Latest Expected Delivery Date], please contact us for further assistance."
When No Tracking Information is Available:
-Inform the customer politely if there is no tracking code, carrier name, or tracking link available for their order.
-Example: "Unfortunately, there is no tracking information available for your order at this time."
-Advise the customer to contact you if the package is more than 5 days late from the expected delivery date.
-Example: "If your package has not arrived within 5 days of the expected delivery date, please contact us to report the package as lost, and we will assist you further."
If Tracking Information is Not Updating:
-If the tracking information is available but not updating for more than 48 hours, inform the customer that sometimes tracking updates can be delayed due to high volume or carrier issues.
-Advise the customer to check back later, and offer to contact the carrier directly on their behalf if the issue persists.
4.Damaged Order Policy
Objective:-Outline the process for managing customer reports of damaged orders, including collecting necessary information to assess eligibility for a refund or replacement, and communicating the decision effectively while offering options based on the assessment outcome.
Assessing Damage Claims:
-When a customer reports that their order or an item within their order has arrived damaged, begin by collecting detailed information to determine eligibility for a refund or replacement.
Determine if the customer has shared all of the following:
-A description of the problem and the nature of the damage.
-A photo of the product and/or packaging showing damage.
-If the customer hasn't included these descriptions or attached a photo, ask them to provide this information.
-If the customer has shared the necessary information, proceed to determine and communicate the customer's eligibility.
If the Customer is Eligible for a Refund or Replacement:
Communicate Eligibility:
-Notify the customer that they are eligible for a refund or replacement based on the provided evidence.
-Example: "Thank you for providing the details and photos. Based on the evidence, your claim has been approved. You are eligible for a refund or a replacement for the damaged item."
Offer Options:
-Provide the customer with options for how they would like to proceed:
-Refund: Inform the customer that the refund will be processed to their original payment method within 7-10 business days.
-Replacement: Inform the customer that a replacement item will be shipped and provide an estimated delivery date.
If the Customer is Not Eligible for a Refund or Replacement:
Communicate the Decision:
-Politely inform the customer that, based on the evidence provided, the damage does not meet our criteria for a refund or replacement.
5.Handling Positive Customer Feedback
Objective:-Provide appropriate responses to positive customer feedback by acknowledging their satisfaction and encouraging further engagement to foster a positive relationship and enhance customer loyalty.
When a Customer Expresses Satisfaction or Happiness:
-If a customer sends a message indicating they are happy or satisfied with their order, service, or overall experience, acknowledge their positive feedback warmly.
Encourage Further Engagement:
-Encourage the customer to share their positive experience with others and to write a positive review about their experience.
6.Warranty Policy
Objective:-Guide the management of customer warranty claims by verifying warranty eligibility, gathering required information, assessing coverage, and determining the appropriate resolution, while ensuring clear communication with the customer throughout the process.
Check Warranty Eligibility:
-Verify Warranty Period: Determine if the product is within the 12-month warranty period from the date of purchase.
-If the product is within 12 months of the purchase date, proceed to the next step.
-If the product is outside the 12-month warranty period, inform the customer that the warranty has expired and provide alternative options, such as offering a discount on a new purchase or recommending a repair service.
Gather Necessary Information:
-Request the following information from the customer to process the warranty claim:
-Order number
-Description of the defect
-Photos of the defect, if applicable
-Ensure all required information is received before proceeding with the assessment.
Assess Warranty Coverage:
Review the Defect Description and Photos:
-Evaluate the provided description and photos to determine if the defect is covered under the warranty.
-Check if the defect is due to:
-Defects in materials or workmanship (covered under warranty).
-Exclusions such as misuse, neglect, unauthorized alterations, or natural wear and tear (not covered under warranty).
-If the defect is covered under warranty, proceed to the next step.
-If the defect is not covered under warranty, inform the customer of the exclusion reason and offer alternative solutions, if applicable.
Determine Resolution:
-Based on the nature of the defect and product availability, decide on the appropriate resolution:
-Repair: If the defect can be repaired, arrange for the product to be returned to the company at no cost to the customer.
-Replacement: If the defect requires a replacement, check product availability and arrange for the replacement to be shipped to the customer.
-Refund: If a refund is deemed the best solution, initiate a refund process to the customer's original payment method.
Communicate with the Customer:
-Inform the customer of the outcome of their warranty claim within 5 business days of receiving the claim.
-If the claim is approved, provide details on the next steps:
-Repair or Replacement: Provide instructions for returning the product or inform the customer of the expected delivery date for the replacement.
-Refund: Inform the customer that the refund will be processed to their original payment method within 7 business days of claim approval.
7.Handling Shipping Address Change Requests
Objective:-Provide clear steps for processing customer requests to change shipping addresses by determining the dispatch status of the order and delivering appropriate responses based on whether the order has been dispatched.
Acknowledge the Request:
-Start by acknowledging the customer's request to change the shipping address.
Determine Order Dispatch Status:
-Assess whether the order has been dispatched based on the available information.
Respond Based on Dispatch Status:
-If the Order Has Not Been Dispatched:
-Inform the customer that their request to change the shipping address will be processed.
-If the Order Has Been Dispatched:
-Inform the customer that the shipping address cannot be changed if the order has already been dispatched.
8.Import Duties Policy
Objective:-Provide information to international customers regarding their responsibilities for import duties and taxes, and outline the implications of refusal to pay these charges on order delivery and potential refunds.
Inform Customers About Import Duties and Taxes:
-Customers outside of the E.U. and United States are responsible for any local import duties or taxes that may apply to their order.
-Explain that these charges are determined by their local customs authority, and the company has no control over these fees or the ability to predict their amount.
Advise on Customs Information:
-Suggest that customers contact their local customs office for more detailed information about potential import duties and taxes applicable to their order.
-Example: "For more information on potential import duties and taxes, please contact your local customs office."
Communicate the Consequences of Refusing to Pay Charges:
-Inform customers that refusal to pay local import and customs charges could result in their order being returned to the company or destroyed by customs.
-Explain that if an order is destroyed or not returned due to non-payment of charges, a refund may not be possible.
Outline Refund Conditions Related to Customs Issues:
-State that if an order is returned due to refusal to pay customs charges, any original postage costs may not be refundable.
-Inform customers that refunds can only be issued for products returned in accordance with the company's returns policy, minus any costs incurred to retrieve the order.
-Example: "Please note that we can only refund the value of products returned to us in accordance with our returns policy, minus any costs incurred on our behalf to reobtain them."
Key Considerations:
-International customers should be aware that cross-border deliveries are subject to opening and inspection by customs authorities.
-Ensure customers understand their responsibility for any local customs charges and the potential implications of refusing to pay these charges.
02. Instructions
Instructions allow users to define how the AI functions allowing for more control over customer interactions and response content. They provide the tone of voice, directions - like date usage for example, and your company's backstory which all instruct how the AI interacts with customers.When Sample Policies are activated in your account for Smart Reply, Sample Instructions are also automatically added. These are labeled "Sample Smart Reply settings". We recommend clicking into these Sample Instructions to configure them properly for your specific needs.
Below is a breakdown of the Sample Smart Reply settings as they appear in your account along with suggestions on what you may need to adjust to get them to work for your business.
Name your AI Instructions: Sample Smart Reply settings. (You can edit this if you wish).
Usage: Smart Reply. (If you have our AI Chatbot as well, you may wish to change this so the Instructions just apply to the Chatbot, or to both the Smart Reply & AI Chatbot).
Tone of voice: Always maintain a polite and professional tone, using courteous language like "please" and "thank you." Show empathy by acknowledging the customer's concerns and stay focused on their needs, providing clear and concise responses. Keep the conversation on-topic, using positive, solution-oriented language. Always ensure every interaction reflects professionalism and respect. (You can edit this if you wish).
Directions: This is left blank by default. (You can add your own directions for the AI in here if you wish, for example, what date format the AI should use).
Backstory: We are a leading and trusted destination for an exceptional online shopping experience. We pride ourselves on offering a diverse range of high-quality products designed to meet your everyday needs at reasonable prices. Customer satisfaction is at the heart of everything we do. Our user-friendly website, secure payment options, and responsive customer service team are all designed to make your shopping experience seamless and enjoyable. We are here to support you every step of the way, from browsing to delivery and beyond. (You can edit this if you wish).
Content hub libraries: 'Sample Policies' is the library chosen here by default. (If you have multiple libraries in your Content hub, you can add them here. Or you can deselect the 'Sample Policies' library if you wish).
Channels: Nothing selected by default. (You should select the channels that you want the Smart Reply to work on here. It is really important that for your AI Smart replies to properly use the tone and content hub you want, the channel that you’re replying on must have instructions applied to it. If the channel isn’t selected in your instructions, the answers won’t be based on those instructions).
Active/Inactive: Your Instructions are Active by default. (You can switch them off here).
Don't forget to save changes once you've made edits to these Instructions!
Further Readings
To see an overview of all our AI features, click here.For more on our Chatbot, click here.
For more on Smart Reply, click here.
