SECTION 1 — DYNAMIC TICKET TRIAGE & PRIORITY ROUTING MATRIX - Tier 1 (Self-Service): Inquiries containing keywords "tracking," "where is my order," or "shipping status." -> Route to Gorgias AI Auto-Responder with live tracking link. - Tier 2 (Macro-Assisted): Requests for address changes or minor product usage questions. -> Assigned to Level 1 Support Agent with Macro A pre-loaded. - Tier 3 (Escalation): Damaged items, missing orders past 14 days, or VIP customers (LTV > $200). -> Tagged "Urgent" and routed directly to Lead CX Manager. SECTION 2 — 3 HIGH-CONVERTING SUPPORT MACROS & AUTO-REPLIES - Macro A (Order Tracking): Subject: Update on your LumiGlow order #{{OrderNumber}} Hi {{FirstName}}, thanks for reaching out! I checked your order status, and your LumiGlow Sculptor is currently in transit with {{CarrierName}}. You can track its real-time location here: [Tracking Link]. Deliveries typically take 3–5 business days. Let us know if you need anything else! - Macro B (Troubleshooting): Subject: Quick setup tips for your LumiGlow Sculptor Hi {{FirstName}}, sorry to hear you're running into issues! To activate your handset: 1) Fully charge for 2 hours, 2) Apply your facial oil/serum, 3) Hold the power button for 3 seconds. Here is a 60-second video setup guide: [Link]. - Macro C (Refund Exception): Subject: Re: Order #{{OrderNumber}} inquiry Hi {{FirstName}}, we want you to love your skin routine. While our standard policy requires returns within 30 days, I've gone ahead and generated a prepaid return label for you: [Link]. Once scanned, your refund will process automatically. SECTION 3 — KNOWLEDGE BASE (FAQ) ARTICLE TEMPLATE - Article Title: How to Track Your LumiGlow Package & Resolve Delivery Delays - Meta Description: Learn how to track your LumiGlow shipment, manage delivery preferences, and resolve carrier delays. - Step-by-Step Guide: 1. Locate your order confirmation email or log into your LumiGlow account. 2. Click on "Track Package" to view real-time carrier scans. 3. If your tracking status shows no updates for 5 days, contact our team below. - Escalation: Need extra help? Click [Contact Support] to chat with a team member. SECTION 4 — CRM & HELPDESK AUTOMATION WORKFLOW BLUEPRINT 1. Ingestion: Customer submits support email via Shopify contact form. 2. AI Intent Tagging: Gorgias AI tags ticket as "Intent: Where_Is_My_Order". 3. Execution: If tracking API returns active status -> Send Macro A auto-reply -> Close ticket. If status is stuck -> Route to CX queue.