By task
The questions that come back every week, and what they need
Where is my parcel, can I return this, when does it ship. Per task you'll find which information has to be pulled in before an answer holds up, and which part Cuego handles itself.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
Automating a question doesn't mean a text goes out faster. It means the system pulls in the order, applies the rule you set, and only then answers. Miss either of those and automation gives you a smooth message that says nothing. That costs you a second question.
So every task page below starts with the same two things: which source has to be pulled in, and which limit you set. For order status the source is your webshop and the carrier, and hardly any limit is needed. For returns the source is the same, but you decide up to which amount and which category Cuego may handle on its own.
The situation
Where a standard answer falls short
A tracking link doesn't answer the question: the customer wants to know whether the parcel arrives Friday, not where it sits now.
A return question hangs on your policy. Without the order date and category, any answer is a guess.
The enquiry asking for a price is left sitting, because nobody picked it up as a task.
How it works in practice
Per task the order is the same: first the source, then the rule, and only then the answer.
Pull in the source
The order from your webshop, the status at the carrier, the customer details from your CRM. Without those three there's nothing to answer from and it stays a generic text.
Set your rule
Up to which amount a return may be approved automatically, which category never, and when a person reviews first. You set that limit once and it applies to every question after.
Let the rest run on as a task
What Cuego doesn't finish itself becomes a task with an owner and a date rather than a loose reminder. That keeps the manual part visible too.
Pick the task
Which task first?
Start with the category that has the most volume and the least doubt. Order status is nearly always that first one: the source is unambiguous and the answer can be checked afterwards. Returns and shipping questions need your policy as a rule, and that's a decision you make once and that keeps applying.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
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