The short version
Wekks Assistant reads the tickets that reach your Gorgias inbox, looks up the customer’s order in Shopify, and works out what to do by following steps you can read and change. Depending on what you’ve allowed, it keeps its answer to itself, writes a draft for your team, or replies to the customer.
Your team keeps working in Gorgias. You check on Wekks from your Shopify admin, the same way you check on orders.
What happens to a ticket
- 1Customer writesAn email reaches Gorgias, which tells Wekks.
- 2Wekks waitsAbout 45 seconds, in case a follow-up arrives.
- 3Finds the factsPicks the play, finds the order, reads Shopify fresh.
- 4Follows the playWorks down your steps and writes a reply.
- 5Checks the replyA second review for promises and claims.
Then the play's mode decides what happens
Nothing is sent. Wekks keeps its answer to compare with your team's.
It waits in Wekks for someone on your team to approve.
The reply goes to the customer. Order changes still wait for a person.
How a ticket is handled has the full story.
What it handles
Wekks comes with steps for the questions stores get most:
- Where is my order?
- Damaged, wrong or missing items
- Returns and refunds
- Cancelling or changing an order
- Changing a shipping address
- Questions about your products and store
You can change any of these, and create your own.
What it isn’t
- Not a chat widget. It adds nothing to your storefront. It answers tickets that already reach Gorgias.
- Not a replacement for Gorgias. You need a Gorgias account, and Wekks works with it.
- Not on its own from day one. It starts by watching, and sends nothing at all.
- Not free to act on money. Refunds, replacements, cancellations and address changes wait for a person. See Safeguards.
Subscriptions aren't available yet
Wekks can’t work with Recharge yet, so it can’t skip, pause or cancel a subscription. If that matters to your store, tell us.
Why it starts by watching
An assistant that writes to your customers has to earn that. So Wekks begins by reading live tickets and comparing what it would have done with what your team really did. You see that record for each kind of ticket, and you decide when it’s good enough to do more.
Words you’ll see
| Word | What it means |
|---|---|
| Play | The steps Wekks follows for one kind of request, such as a damaged item. |
| Watch, Draft, Auto | How much a play may do: nothing visible, a draft for a person to approve, or a reply on its own. |
| Handoff | Wekks gives a ticket to your team, with a note on what it found. |
| Resolved ticket | A ticket Wekks finished. It’s what you pay for. |