Hey Shaun 👋 — here's how the Tee Box automation handles customer enquiries.
Every time someone fills out the contact form on your website, this system picks it up,
works out what they need, drafts a friendly reply in your voice, and holds it for you
to approve before any email gets sent. You're always in control.
📐 The Full Pipeline at a Glance
Step 1
A customer visits your website and fills out the contact form — they might be asking
about sizing, a custom order, a
repair, or just have a general question.
Their message gets sent straight to the automation system.
Step 2
The automation reads the customer's message and figures out what category it falls into.
Is it a fitting question? A custom order request?
A repair or return? Or something
general? It also gives a confidence score — so you know how sure
the AI is about its answer.
Step 3
Based on how confident the AI is, it decides what to do next. Only high-confidence,
routine queries get an automated draft. Everything else gets sent straight to you.
⚖️ How the decision works
✅Auto-respond
Confidence is high (70%+) and the question is a routine one — fitting, custom orders, repairs, or general info. The AI will draft a reply for you to review.
📞Escalate to Shaun
Confidence is low, or the message is about pricing, a complaint, an order status, or something unclear. The AI sends it to you directly without drafting anything.
Step 4
The automation writes a reply using your store's info — sizing charts, custom order
details, return policies — and matches your friendly, helpful tone.
It pulls from your actual knowledge base, so the answers are accurate and on-brand.
💡 Your voice, your info. The AI has been trained on how you write
and knows your store inside out.
Step 5
No email is sent automatically. The draft is saved to your review
queue and a notification is sent to you. It sits there waiting for you to look over it —
you have 48 hours before it escalates to you for a manual reply.
Step 6
Open the pending response, read the customer's query, check the draft the AI wrote.
You can make changes right there if something's off, then click
Approve. If it's not quite right, hit Reject and
it'll come to you to handle personally.
Step 7
Once you hit approve, your response is sent straight to the customer's email inbox.
They get a helpful, timely reply that sounds just like you — and you didn't have to
type a single word. 🎉