Keep referring dentists in the loop.
Referral updates get buried between systems.
Est. deploy 4–6 weeksSee the walkthrough
Client Communication · Ecommerce
Resolve order-status questions with the right facts.
Support repeats tracking lookups all day.
For: Support leads and the team responsible for client communication in ecommerce.
01 · The outcome
What good looks like.
The team has a support-approved reply with tracking sources, with source evidence and an explicit approval before any external action. Track handling minutes per order-status inquiry against a baseline; do not assume automation improves it.
A connected workflow that uses verified order reference, carrier events, and delivery policy to summarize tracking facts and identify stalled shipments without inventing delivery promises. It produces a support-approved reply with tracking sources.
Where AI helps, and where a person decides.
AI can summarize tracking facts and identify stalled shipments without inventing delivery promises. It drafts and organizes; it does not authorize spending, commitments, clinical decisions or customer communication. The support lead verifies the source facts and approves the final action.
Support lead is accountable. People approve customer-facing, sensitive, financial, and legally binding actions.
- Support lead: Capture the source and scope
- Support lead: Review the proposed outcome
- Support lead: Release only the approved version
- Support lead: Check the result and exceptions
A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
02 · The handoffs
How the work moves.
Every handoff has an owner. Select a step to open or close its detail.
Start when: A customer asks where an order is. Connect only verified order reference, carrier events, and delivery policy. The support lead confirms the request is authorized and in scope.
Ready when: The source reference, permissions and accountable owner are recorded.
Use the authorized records to summarize tracking facts and identify stalled shipments without inventing delivery promises. Preserve the original language alongside the draft and label uncertain fields.
Ready when: Each proposed fact links back to a source, and missing information is visible.
Check a support-approved reply with tracking sources against the original records and current policy. Correct errors and escalate exceptions to the qualified specialist; do not auto-approve.
Ready when: Support lead has recorded approval or a reason to hold the item.
After explicit approval, save a support-approved reply with tracking sources in the system of record. Send only approved messages to verified recipients. Record the version and prevent duplicate delivery.
Ready when: The approved record is saved; any delivery is confirmed or placed in the retry queue.
Review handling minutes per order-status inquiry each week, sample completed records for quality, and resolve held items. Change the rules only after reviewing actual errors and staff feedback.
Ready when: Exceptions have owners, the metric has a baseline, and corrective actions are assigned.
Sample record.
$ david run --workflow=commerce-order-status
ILLUSTRATIVE RECORD / NOT LIVE CUSTOMER DATA
- Example
- Illustrative only — not a real client record
- Reference
- COMMERCE-ORDER-STATUS-DEMO-001
- Trigger
- A customer asks where an order is.
- Owner
- Support lead
- Prepared output
- a support-approved reply with tracking sources
- Review status
- Awaiting human approval — no external action taken
- Missing information
- Owner to verify source completeness
- Measure
- Handling minutes per order-status inquiry
Start with your tools.
Connect Shopify, Gorgias, Klaviyo through approved APIs or controlled exports. Map record identifiers first; test permissions and field updates in a sandbox. Vendor names describe possible connections, not a guarantee of an available integration or license.
When things go wrong.
- A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
- Use only authorized sources and role-based access. Keep an audit trail of source records, drafts, approvals and delivery status; deduplicate retries.
- If an integration fails, a source is missing or confidence is low, pause the action and assign the original request to the accountable owner.
Try this week / no DAVID required
A useful first step.
This week, have your support lead time five examples of this work. Use redacted copies of verified order reference, carrier events, and delivery policy to make a support-approved reply with tracking sources manually, then list which fields required judgment.
What to measure.
- Handling minutes per order-status inquiry
- Minutes of human handling per completed item
- Drafts needing substantive correction
- Exceptions unresolved beyond the agreed review window
Estimate your time back.
20.8
$11,232
03 · More workflows to consider
Related workflows.
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