OneText offers a powerful blend of automation and personal service when customers reply to your marketing messages. Our goal is to maximize the customer experience by responding quickly, accurately, and in a way that drives both conversions and satisfaction.

Here’s how the process works.

1. AI Responds to Product or Purchase Requests

If a customer replies with a product search or shopping-related inquiry, our advanced AI responds first.
Examples include:

• "I’m looking for a gift for my dad who loves biking."

• "Do you have any skincare products for sensitive skin?"

The AI will:

• Scrape your Shopify store in real time to find the most relevant product(s)

• Automatically build a pre-filled cart for the customer

• Send a reply with links to purchase the recommended item(s)

If the AI cannot find an appropriate answer or is unable to confidently complete the task, the inquiry is automatically escalated to a human agent for further assistance.

2. Non-Sales Support Requests Go Directly to a Human Agent

If a customer replies with a support question unrelated to shopping or products, the message bypasses AI and routes immediately to a human agent.
Examples include:

• "I want to track my package."

• "I need to update my billing address."

• "My order arrived damaged."

Our human agents are trained to provide friendly, brand-aligned support and can answer the vast majority of standard inquiries.

3. Escalation to Store Support (When Needed)

There are cases where our human agents may not have access to specific order details or store policies required to resolve the inquiry. When this happens, the conversation is escalated to your store’s own web support team.

This ensures that no inquiry is left unresolved and that more sensitive or account-specific issues are handled by your internal team.

4. Keeping Our Support Team Aligned with Your Brand

If there are product details, store policies, preferred language, or special promotions that our agents should know about, please inform the OneText Success Team via Slack or email at helpdesk@onetext.com.
We will pass this information along to our support agents to ensure responses stay accurate, consistent, and fully on-brand.

Examples of helpful details to share include:

• Product knowledge (e.g. “Our candles are soy-based with wood wicks”)

• Terminology guidelines (e.g. “We always refer to our loyalty members as ‘Founders’”)

• Current promotions or sales policies

• Topics or wording to avoid (e.g. "Don't give health advice or guarantee results")

Our AI + human agent system is designed to offer the best of both worlds: lightning-fast automation for sales and high-touch human support when needed. You can rest assured that your customers will receive thoughtful, accurate responses across every reply they send.

If you have any questions about how customer replies are handled or want to customize your brand’s response guidelines, contact the OneText Success Team via Slack or email at helpdesk@onetext.com.