🚀 1. Platform Overview
SigmaMind offers two operational modes:- Autopilot: Fully autonomous. AI reads tickets, drafts responses, performs actions (e.g. cancel order), and sends replies automatically.
- Co‑pilot: AI drafts responses, but human agents review and send them.
🧠 Use Autopilot for high-confidence, low-risk queries (e.g. shipping status), and Co‑pilot for edge cases or brand-sensitive queries.
🔌 2. Key Integrations
- Shopify: Access products, orders, subscriptions, customer data.
- Helpdesk Platforms: Zendesk, Gorgias, Gladly, Genesys — fetch tickets, respond, auto-tag or close.
- Others: Recharge (subscriptions), Loop Returns, Skio, etc.
🤖 3. Agent Capabilities
- Answer common queries: order status, shipping, returns.
- Perform actions: cancel orders, pause subscriptions.
- Suggest products or upsells.
- Automatically tag, escalate, or close tickets.
- Works across Email, Chat, Voice, SMS, and Social.
🧩 4. Agent Building Workflow
A. Prerequisites
- Shopify store connected.
- Gorgias/Zendesk account linked.
- SigmaMind AI account with access to Agent Builder.
B. Connect Data Sources
- Login to SigmaMind Dashboard.
- Go to App Integrations → Connect:
- Shopify
- Optional: Recharge, Loop Returns
- Connect Helpdesk (Gorgias/Zendesk)
C. Training and Tuning
Upload FAQs, help docs, and real training conversations into the SigmaMind AI dashboard. Use brand voice settings to configure:- Formality
- Tone
- Personalization level
⚙️ 5. Building with Use Case Examples
✅ Use Case: Order Status
- Intent: User asks “Where is my order?”
- Trigger: New ticket with intent like “where is my order.” or “Inquiry about order status.”
- Workflow:
- AI fetches recent order from Shopify.
- Response generated: “Hi Sarah! Your order #12345 was shipped on June 24 via FedEx. Here’s your [tracking link].”
- Mode: Autopilot (can send directly).
- Action: None (info only).
🛑 Use Case: Cancel Subscription
- Intent: “Please cancel my subscription.”
- Trigger: Intent with “Request to Cancel Subscription” or “Request to cancel recurring order”
- Workflow:
- AI calls Recharge API to cancel subscription.
- Response: “Hi James, your subscription has been successfully canceled. You won’t be charged moving forward.”
- Mode: Autopilot or Co‑pilot (depending on risk).
- Action: API call to Recharge → Cancel.
🔁 Use Case: Initiate Return
- Intent: “I want to return my order.”
- Trigger: Ticket with intent “request to return order”
- Workflow:
- AI checks return eligibility via Shopify.
- If valid, generates a Loop Returns link.
- Response: “Sure! You can initiate your return here: [return portal link].”
- Mode: Autopilot.
- Action: Shopify + Loop Returns coordination.
🧪 6. Testing Agents
A. Simulate Conversations
- Go to Agent Builder → Test Playground.
- Simulate incoming ticket/message.
- AI previews draft with response and actions.
- Review response accuracy, tone, and logic path.
B. Preview Actions
- Preview connected app calls (e.g. cancel subscription).
- Validate that payloads and execution match expectations.
- Set to sandbox enviroment during tests to avoid real-world changes.
🚀 7. Deployment & Monitoring
Once configured, enable the agent. Monitor key performance metrics:- % of tickets auto-resolved
- CSAT (customer satisfaction) scores
- Average resolution time
🤝 8. Developer/Partner Integration
SigmaMind AI supports a Certified Partner Program, enabling agencies to build branded conversational agents for clients with:- Training
- Certifications
- Co-marketing support
✅ 9. Best Practices
- Start Small: Launch with Co‑pilot on high-volume FAQs.
- Iterate: Analyze auto-resolution errors, refine triggers and training.
- Brand Consistency: Use consistent tone via brand voice settings.
- Guardrails: Escalate complex or high-value cases to human agents.
- Metrics: Track automation rate, CSAT, resolution time, and saved agent hours.