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Bijection for Customer Support

Know the customer before you reply.

Orders, entitlements and past contacts on the ticket, with the fixes an agent is allowed to make.

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Before answering a ticket, an agent checks the order in Shopify, the payment in Stripe, past conversations in Intercom and the refund policy in Confluence. The policy says one thing, and every agent applies it a little differently.

Bijection brings the order, payments and past contacts onto the ticket, and turns the refund policy into a rule that shows the records it decided on. Your agents, and the AI agents working next to them, can only make the fixes you allow.

  • Refund requests

    Starts: A customer asks for a refund

    1. The refund rule checks the order history and past refunds.
    2. Refunds within policy are issued in Stripe.
    3. Anything above the limit waits for a team lead.

  • Order problems

    Starts: A ticket reports a late or damaged order

    1. Attach the order, shipment and payment to the ticket.
    2. An agent drafts the reply and the proposed fix.
    3. A support agent approves it before anything changes in Shopify.

  • Escalations

    Starts: A case needs another team

    1. The case waits for the fix, however long it takes.
    2. It resumes when the linked issue is closed.
    3. The customer hears back with what changed.

  • Plan changes

    Starts: A customer asks to change plan

    1. Show the current plan, usage and billing.
    2. Agents make changes under your threshold.
    3. Above it, a lead approves before Stripe is updated.

  • Key account routing

    Starts: A ticket arrives from a key account

    1. Recognise the account from the sender.
    2. Route it to the account’s dedicated agent.
    3. Tell the account owner if it is urgent.

  • Low ratings

    Starts: A ticket closes with a low rating

    1. Attach the full conversation and order history.
    2. A lead reviews the case.
    3. The follow-up and its outcome are recorded.