SYSTEM ARCHITECTURE
AI chatbot that resolves order status, tracking, and cancellations end-to-end with a clean handoff to Gorgias when escalation is needed.
The team was getting 600+ support tickets per week. The top 5 questions were "Where is my order," "Cancel my order," "Order arrived damaged," "Order status," and "Tracking number." All 5 were answerable from internal APIs.
The team was paying human agents to answer them, slowly, with copy-pasted responses.
They wanted a bot that could actually take action, not just deflect.
Handles message routing, session state, and tool calling.
Function calling to invoke order lookup, cancellation, and tracking tools.
To the e-commerce backend with proper auth and rate limiting.
Clean ticket creation on escalation with full chat history attached.
Lightweight n8n-compatible widget.
Captures photos and creates a Gorgias ticket with all evidence pre-attached.
Secondary channel for high-touch customers.
n8n
OpenAIGorgiasCustom REST APIsn8n chat UIWhatsApp Business APIWebhook routing
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