A play is a procedure you can read
Think of a play as the note you’d leave a new teammate: “If someone says their item arrived damaged, get the order, ask for a photo, check it’s within 14 days, then…”. Setup builds your plays from your own policies, and you can change any step.
Wekks only takes actions written into a play. It can’t invent one.
The Plays page
- Play. Select a name to open it. Amber text means something waits on you, such as a number to confirm.
- Tickets and record. How many it has handled in the last 30 days, and how it did.
- Mode. How much this play may do. Change it right here, and it saves at once.
- Ready for… The play’s record has earned the next mode. Select it to move up, or ignore it: you always decide.
Only the store’s owner can change plays and modes. Everyone else sees them read-only.
The plays you start with
| Play | What it covers |
|---|---|
| Where is my order | Tracking, not shipped yet, slow deliveries, marked delivered but not there |
| Damaged, wrong or missing item | Asks for a photo, then a refund or replacement, within your limits. Your team creates replacements by hand. |
| Returns and refunds | Final sale, the return window, used or unused |
| Cancel or change an order | Cancels before shipping. Changes to an order go to a person. |
| Change the shipping address | Confirms the order’s postcode first, and only before it ships |
| Product and store questions | Answers from your catalog and policies, with no medical claims |
| Questions about Wekks itself | Says honestly that it’s an AI if asked, and offers a person |
Always on, kept by Wekks
Four plays look out for tickets that should reach a person. They come first, and their key steps can’t be changed.
| Play | What Wekks does |
|---|---|
| Injury or a bad reaction | Hands it to your team. Never makes a sales offer or sounds like it’s blaming the customer. |
| Legal threat | Hands it to your team. Never admits fault or promises money. |
| Chargeback threat | Hands it to your team. Never admits fault or promises money. |
| Abusive message | Hands it to your team. Never argues or matches their tone. |
These follow your most trusted play, up to Draft. So once any play is in Draft or Auto, they hand off to your team. A holding reply only goes out if you set the safety play itself to Auto.
When no play fits
Some tickets don’t match any play, and some reach an open end: a branch of a play with no steps yet. At the bottom of Plays, choose what happens to both.
- Hand it to your team, with a note saying why no play fit. This is the default.
- Draft an answer with no actions, for your team to check and send.
An open end is a gap worth filling. Plays shows how many tickets reached one, so you can see which to work on first.
When your policy changes
Wekks re-reads your published policies. If a step quotes words your policy no longer says, the play shows Your policy changed with the old and new text, so you can update the step.