Kustomer

Customer initiates chat and requests a refund.

KIQ identifies intent and triggers the 'Refund Workflow'.

System checks Shopify API for order eligibility.

Workflow approves refund and updates the Kustomer timeline.

KIQ notifies the customer of success.

External logistics API sends a 'Delayed' status via Webhook.

Kustomer identifies all customers affected by this specific batch.

A Search Cluster is created for these customers.

A bulk proactive SMS is sent to all affected users with a discount code.

The timeline is updated to show proactive communication was sent.

An email is received from a customer.

Klasses check the 'Lifetime Value' attribute from the database.

If LTV > $5000, the ticket is rerouted to the 'VIP Support' queue.

An automated Slack alert is sent to the Account Manager.

The SLA timer is reduced to 15 minutes.

Inbound message is received in Spanish.

KIQ detects the language attribute.

Workflow tags the conversation as 'Language: Spanish'.

The ticket is routed only to agents with the 'Spanish' skill assigned.

Agent Assist provides a translated summary if the agent is not fluent.

Specific SKU is identified for recall.

Kustomer searches all 'Order' Klasses for that SKU.

A dedicated 'Recall' queue is established.

Internal notes are pinned to the top of all matching timelines for agent guidance.

Reporting tracks the percentage of customers reached vs total affected.