Shopify Inbox can use products, policies, knowledge-base material and published storefront content. That makes source quality and exception handling the real launch work—not generating more unreviewed copy.
List the current source for shipping, returns, product care, sizing, payment, privacy and support hours. Give every source an owner and review date; conflicting pages should be resolved before automation.
Separate facts the agent may answer from decisions that require a person. Fraud, chargebacks, privacy, missing delivered parcels, legal exceptions and financial commitments need an explicit handoff.
Test normal questions, missing-information cases and adversarial wording against the expected source. Record unsupported claims, wrong policy selection and failures to escalate instead of judging only tone.
Capture a baseline before enabling automation. Compare unresolved conversations, reopenings, escalation quality and recurring topics as well as response speed; a higher automation rate alone is not proof of a better service.
The free audit generates a score, priorities and a sample macro without asking for access or an email address.
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