Where is my package? The answer is ready.
Nemma looks up the order and tracking in Shopify and writes the reply with a tracking link. You read and send - or let Nemma reply entirely on its own once you are comfortable with the category.
- 1The customer asks where the package is
- 2Nemma looks up the order by the sender's email
- 3A draft with a tracking link is ready
- 4You send - or Nemma does, if you have switched that on
Names, order numbers, amounts and addresses in the examples are made up and are there to show what it looks like. The rules are not made up: they are the ones Nemma follows.
The customer writes from the email the order was placed with
The customer's email
Made upHi,
I ordered a backpack ten days ago (order #2318), but I have not heard anything since. Can you see when it will arrive?
Regards, Maja
Nemma looks it up
Maja writes from maja.lindberg@example.dk. Nemma only looks up orders by that email, and only because the order's email is the same as the sender's.
- Order number, date and items
- Payment status and delivery status
- Tracking number, carrier and tracking link, if the package has shipped
If there is no order for the sender's email, nothing is handed over. The answer Nemma gets is the same whether the order exists or not, so Nemma can neither confirm nor deny anything about someone else's order.
Draft
Hi Maja
Thank you for your message. Your order #2318 was shipped yesterday with PostNord, and you can follow the package here: [tracking link]. Delivery usually takes 1-2 working days after dispatch.
Please write again if the package has not arrived by the end of the week.
Kind regards, Nord Supply Customer Service
The delivery time comes from the shop's own skill. Nemma is instructed to look up the order and not to guess at dates.
A human approves here
You read the draft, edit it if you like and press Send reply. The reply goes out after 15 seconds, and during that time you can undo it.
If Order status is on Auto-send, Nemma sends the reply without you when nothing stops it. Several questions in the email, an angry customer, an uncertain category or a link that Nemma has not fetched from your shop turns the reply into a draft that waits for you.
Every category starts on Draft. You switch on Auto-send per category yourself, and only once the category's skill has been filled in.
The customer writes from a different email
The customer's email
Made upHi,
where is my package? I ordered from home, but I am writing from my work email. The order number is 2318.
Regards, Maja
Nemma looks it up
The order was placed with a different email than the one Maja writes from. Nemma finds no order for the sender's email and therefore gets no order data.
No order data. Nothing is handed over.
That is not an error but a safety rule that lives in the code and not just in an instruction to the AI. Without it anyone could mention an order number and get a stranger's name and address.
Draft
Hi Maja
Thank you for your message. To help you with the order we need to be sure that it is yours. If you write to us from the email address you ordered with, we can find the order straight away. Otherwise you can send the order number, the email the order was placed with and the postcode of the delivery address, so a colleague can look at it.
Kind regards, Nord Supply Customer Service
A human approves here
You can look up the order in Shopify yourself. If it is obviously the same person, you confirm the order in the case with Was the order placed with a different email?. Then Nemma may use the order in that one case and write a new draft from it.
The reply is never sent automatically on an order you have confirmed, whatever the category is set to. A human always reads the reply. The address on a confirmed order cannot be changed either.
Every category starts on Draft. You switch on Auto-send per category yourself, and only once the category's skill has been filled in.
These apply every time
The rules live in the code and not just in an instruction to the AI, so they hold even if an email tries to say something else.
Order data only on an email match
Nemma only hands over order data when the order's email is the same as the sender's. The rule is enforced in the code, not in an instruction to the AI.
A human can confirm an order
If the order was placed with a different email, you can confirm it in that one case. The reply is then never sent automatically, and the address cannot be changed.
What it requires, and what Nemma cannot do
Honest about what has to be in place and where the limit is.
What it requires
- Shopify connected with the read_orders, read_customers and read_fulfillments permissions.
- The skill for Order status filled in with your delivery times and your policy for delays. Without it, Auto-send cannot be chosen.
- Your support address forwarded to your Nemma address.
The limits
- Nemma can only look up orders older than 60 days if Shopify has approved the read_all_orders permission.
- Nemma only knows what Shopify and the tracking show. There is no connection straight to the carrier's system.
Read more in the Academy
Short, practical guides, written from the system as it works today.
Other emails Nemma takes care of
Try it on your own emails
Connect Shopify and your support address and see the drafts on your own customers' emails. The first 5 days are a trial with up to 50 AI replies: a card is required at signup, but you are not charged until the 5 days are over.
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