Step 1 — Add your team
Go to Settings → User. Add staff members with name and email, or import your existing Shopify staff with one click. Every member can be edited or removed at any time.
Step 2 — Describe responsibilities
Each staff member has a free-text responsibilities field, for example:
- “Handles returns, refunds and damaged items; speaks German and English”
- “Responsible for wholesale/B2B inquiries and shipping exceptions”
- “Product questions for the cosmetics line”
Write it the way you'd brief a new colleague — the clearer the description, the better the AI's matching. You can update descriptions anytime; changes apply to the next incoming email.
Step 3 — Let the AI route tickets
Whenever the AI escalates an email into a ticket that needs human action, it compares the case against your team's responsibility descriptions. If one member clearly matches, the ticket is assigned automatically and the member receives a notification email containing the ticket number, a short summary and a deep link that opens the ticket directly in the Shopify admin. If no one clearly matches, the ticket stays unassigned — the AI never guesses.
Manual control
Automatic routing never locks you in: reassign or unassign any ticket from the ticket list (also in bulk) or the detail view. Manual assignments trigger the same notification email. Every assignment is logged in the ticket's event history.