Customer Support Setup
Gershon
hey dragon, I want to set up customer support automation. first - you should have message templates on our notion, under the customer support SOPs page. can you check that you have access to those?
DragonBotChecking Notion for customer support templates...
Found them! Under Customer Support SOPs I can see:
* Shipping delay — tracking update + estimated delivery
* Refund request — 30-day policy, return label instructions
* Exchange request — size/color swap process
* Damaged item — replacement or refund offer
* Where is my order — carrier lookup + tracking link
* General inquiry — friendly redirect to FAQ or escalate
6 templates total, all loaded into my memory. Ready for the next step. 🐉
Gershon
perfect. now, I need to make sure you're connected to our shopify and amazon seller central accounts. can you verify both connections?
DragonBotLet me check both connections...
✅ Amazon Seller Central — Connected. I can see all 4 brands (TabletopKings, PuzzlesRUs, Kitchenfun, Performics). Buyer messages API is active.
✅ Shopify — Connected. I have access to 3 stores (TabletopKings, PuzzlesRUs, Kitchenfun). I can read and respond to customer messages through the Shopify inbox.
Both channels are live and I can pull incoming messages in real time. What's the plan? 🐉
Gershon
ok here's what I want:
for every incoming customer message (from Amazon or Shopify) - write it to the #customer-support channel. include the customer's message and your suggested response based on the Notion templates. if you're not sure about something or the message doesn't fit any template, you can ask questions too.
DragonBotGot it! So for every incoming message I'll post to #customer-support with:
1. Source (Amazon / Shopify) + order number
2. Customer's message
3. My suggested response based on the closest Notion template
4. If I'm unsure → I'll flag it and ask you for guidance
Should I send the responses automatically, or wait for your approval first? 🐉
Gershon
wait for my approval. I'll tell you on the #customer-support channel whether to send it or if we need to change something. also - always include a link to the amazon or shopify conversation page. both when you post the incoming message and when you send the reply.
DragonBotPerfect, here's the full workflow:
Incoming message →
1. I post to #customer-support: source, order #, customer message, my suggested response, + direct link to the conversation on Amazon/Shopify
2. You review and either approve ✅ or tell me to adjust
3. Once approved, I send the response to the customer
4. I confirm it's sent with the conversation link again so you can verify
If I'm unsure →
* I'll flag it in #customer-support with what I'm confused about
* Wait for your guidance before suggesting a response
This way nothing goes out without your sign-off. Want me to activate this now? 🐉
Gershon
yes activate it. let's go 🔥
DragonBotCustomer support automation is live! 🔥
* Monitoring: Amazon Seller Central (all 4 brands) + Shopify inbox
* Templates: 6 Notion SOPs loaded
* Responses: Draft → your approval → send → link back to you
* Channel: #customer-support
I'll post the first message as soon as one comes in. You'll see everything in #customer-support before any response goes out. 🐉