WISMO: ShipEngine & Salesforce Guide

Chyngyz Dzumanazarov
01.05.2025

Ingredients

ShipEngine, Salesforce Service Cloud, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“WISMO” Ticket Type Explained

“WISMO,” short for “Where Is My Order?”, is a common customer support ticket type that involves inquiries about the status and location of a customer’s order. These tickets are prevalent in the retail and e-commerce industry, as customers seek real-time updates on their deliveries. Addressing WISMO tickets effectively is crucial for maintaining customer satisfaction and trust, as it directly impacts the customer’s post-purchase experience. By automating responses to WISMO inquiries using AI-driven systems, businesses can enhance efficiency, reduce response times, and improve overall customer service quality.

Which Platforms Does This AI Policy Work On?

This AI policy seamlessly integrates with ShipEngine, Salesforce Service Cloud, and Kodif. Furthermore, Kodif offers integration capabilities with all other major platforms, ensuring a smooth and adaptable customer support experience.

When Should I Use This Policy?

This policy should be employed when customers inquire about the status of their orders. Utilizing AI-driven automation, the policy efficiently handles common WISMO inquiries, enhancing customer satisfaction by providing timely and accurate information.

Describe the logic:

• Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.
• Ask for the user’s email address
  • a. Use @get_shipengine_account_details tool to check if the user with that email address exists in ShipEngine.
  • b. If the email address was not found, ask for a valid email address.
  • c. If the email address is still not found, route it to an agent for further investigation.
• Display Recent Orders:
  • a. Use @get_shipengine_orders to retrieve the user’s recent orders.
  • b. Display the list of recent orders and ask the user which specific order they would like to inquire about.
  • c. If the order was not found, route to an agent for further investigation.
• Check Order Status:
  • a. For the selected order, retrieve the shipping status using @shipengine_order_details(order_id: str).
  • b. If “Approved”, inform that the order was approved and is waiting to be processed.
  • c. If “Processing”, inform that the order was processed and is waiting to be shipped.
  • d. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date.
  • e. If “Shipped”, inform that the order was shipped and is waiting to be in transit and provide the tracking number.
  • f. If “In transit”, use the tool @shipengine_order_details to check if the order is within the estimated delivery date; if yes, inform that the order is in transit and provide the expected delivery date.
  • g. If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation.
  • h. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered.
  • i. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
  • j. If “Canceled”, inform that the order was already canceled.

Example Policy

This policy is designed for handling WISMO tickets efficiently using ShipEngine and Salesforce Service Cloud. The logic is straightforward and leverages AI to streamline customer support processes.

1. Ask for the user’s email address:

2. a. Use @get_shipengine_account_details to verify user existence.

3. b. Request a valid email address if not found.

4. c. Route to an agent if unresolved.

5. Display Recent Orders:

6. a. Retrieve orders using @get_shipengine_orders.

7. b. Prompt user for specific order inquiry.

8. c. Route to an agent if order not found.

9. Check Order Status:

10. a. Retrieve status using @shipengine_order_details(order_id: str).

11. b. Provide status updates based on order phase (Approved, Processing, etc.).

12. c. Route to an agent for delivery issues or escalations.