From message to reply
- A customer writes. Gorgias tells Wekks about the new message.
- Wekks waits about 45 seconds. People often send a second message straight after the first, and this way both are answered together.
- It finds the facts. It works out what the customer wants, chooses the play for it, finds the order and reads it fresh from Shopify.
- It follows the play. Code works through your steps. The AI only does two things: it answers the judgment steps, and it writes the reply. It can’t add an action of its own.
- It checks the reply. Before anything goes out, a second review looks for health claims, promises the decision doesn’t back, private details, and anything that says an action was done when it wasn’t.
- The play’s mode decides what happens. See Watch, Draft and Auto.
Wekks writes in the customer’s language.
When Wekks stays out
| Situation | What Wekks does |
|---|---|
| A teammate replies while it’s working | Stops. Nothing it prepared is sent. |
| A teammate has already replied in the conversation | Stays out for the rest of it. |
| The ticket is assigned to a person | Stays out. |
| The message is automatic (out of office, bounce, no-reply) | Keeps it on file and doesn’t work it. |
| Wekks is paused | Collects new tickets and works them when you resume. |
| The play is set to Off | Leaves it to your team. |
While every play is still in Watch, Wekks carries on reading those tickets, because it posts nothing and still needs to compare itself with your team.
When the customer writes again
Wekks works the ticket again with the new message, unless a person now owns the conversation. A draft waiting for approval is dropped and replaced, so you never approve an answer to an old question.
When Wekks can’t finish
- It needs something. If it’s missing an order number, a photo or a postcode, its reply asks the customer for it.
- The play has no answer. The ticket goes to When no play fits.
- It’s sensitive or uncertain. It hands off to your team.
- Something failed. In Draft or Auto the ticket goes to your team with a note. In Watch it shows Failed, and you can select Run again.
A ticket that keeps coming back, about ten times in one day, goes to your team so it can’t loop.
Handoffs
A handoff gives the ticket to your team. It’s never charged. Wekks hands off when:
- A play says to, such as a carrier problem or an order that needs a person.
- The ticket mentions an injury or bad reaction, a legal threat, a chargeback or abuse.
- No play fits, and you’ve chosen to send those tickets to your team.
- Wekks isn’t confident about what the customer wants.
- It couldn’t finish, or it’s been through the ticket too many times in a day.
In Gorgias, Wekks then:
- Leaves an internal note with why it stopped, what it found, and a suggested reply.
- Reopens the ticket.
- Adds the tag
ai-handoff.
It stays out of that conversation from then on.
Wekks doesn't assign the ticket to anyone
So your team doesn’t miss one, make a view in Gorgias for the ai-handoff tag, or a rule that assigns those tickets.
In Auto, Wekks may also send the customer a short holding reply to say someone will be in touch. In Draft that reply stays in the note as a suggestion.
While a play is in Watch it hands off to nobody: your team is already answering every ticket, and Wekks posts nothing in Gorgias. You can still see what it would have done on the Tickets page. The one exception is a store with any play past Watch: if the daily AI limit or the ten-a-day limit is reached, that ticket goes to your team whatever its mode.