CASEKIT
Feature · Pro

AI that phrases the answer, never the facts

Most AI support tools start with a language model and hope it gets the order details right. CaseKit works the other way round: the facts are settled before any wording is generated.

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The order of operations

Each stage hands a settled result to the next. AI is third, and it never revisits the first two.

Step 1

Shopify

Determines what happened to the order. Fulfillment, carrier, tracking, dates.

Step 2

CaseKit

Determines the support scenario deterministically from that evidence.

Step 3 — Pro

AI

Helps phrase the response in the customer's language and your store's voice.

Step 4

Your agent

Reviews the draft, edits anything, and sends it from Gmail.

The order matters. Because the scenario is already fixed before the rewrite, the AI cannot change a "still processing" order into a "your parcel is on its way" reply. It can only change how the true answer reads.

What Pro adds to the wording

  • Uses the customer's actual message, so a frustrated third email does not get a chirpy first-contact reply
  • Applies your store tone: formal, warm, brief, however you have set it
  • Applies your policy snippets, so returns windows and delivery promises stay consistent
  • Offers quick adjustments: shorter, warmer, more formal
  • Writes in the detected customer language rather than translating a template

Store tone and shared macros →

CaseKit showing order #10611 out for delivery today with DPD, and the matching reply

The claims we are not making

This category is full of overstatement, so here is what CaseKit is not.

Not an autonomous agent

CaseKit does not resolve tickets by itself, does not send email, and does not close conversations. Every reply is reviewed by a person.

Not a predictor

It does not estimate where a parcel is or when it will arrive. It reports what Shopify says and nothing beyond it.

Not a replacement for judgement

A recommendation is a starting draft. Refund decisions, goodwill and escalation stay with your team.

Questions about this feature

Does the AI decide where my customer's package is?
No. Order state, carrier and tracking come from Shopify. The AI stage happens after the scenario has already been decided, and its job is wording.
What does the AI actually see?
The minimum context for the rewrite: the current message, the detected customer language, the resolved Shopify variables for that order, your store tone and policy settings, and the selected scenario.
What if the AI rewrite fails?
The deterministic reply stays there and stays usable. A failed rewrite never leaves you with an empty composer or a broken draft.
Can it invent a delivery date?
The reply is built from resolved Shopify variables, and CaseKit does not supply an ETA that Shopify has not reported. Every reply is reviewed by an agent before it is sent.
Is AI available on Free?
No. Free produces the deterministic localized reply. Contextual AI rewriting is a Pro capability.

Try it on your next customer email

Free plan: unlimited Shopify order lookups and 25 replies a month.

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