Shopify CX Employee
Customer support that doesn't sleep.
Order questions, returns, FAQs, refunds. All within rules you pre-approve. Trained on your catalog, your policy, your tone.
A day in the Shopify CX Employee.
The integrations it runs on, and what it handles on a typical day. Swipe through, or tap a marker.
Overnight queue
order-status and shipping questions answered while you slept.
7:00 AM
Customer questions answered around the clock, escalations only when needed.
Where the Shopify CX Employee earns its keep.
Real situations it handles end to end, on the stack you already run. See pricing.
The “where is my order” flood
Order status, tracking, and shipping questions answered the moment they land, with live data pulled straight from Shopify, so nobody waits on you.
Returns and refunds after hours
It processes eligible returns inside the rules you set (order value, window, reason), issues the refund, and hands you the edge cases with full context attached.
The helpdesk nobody has time to tidy
Stale tickets tagged, merged, and closed. Catalog and policy questions answered from your own docs. Everything else routed to the right person.
What you get in setup
- 1.The Shopify CX Employee built, tested, and deployed on your stack
- 2.Discovery and policy capture session (90 minutes)
- 3.Integrations configured: Shopify, helpdesk (Gorgias, Zendesk, Reamaze, Front, or Intercom), Klaviyo, email
- 4.Knowledge ingestion: return policy, shipping policy, FAQ, product details
- 5.Rule definition for what the Employee decides vs escalates
- 6.Tone and voice training using 20 of your past replies
- 7.Source code delivered to your repo, all accounts in your name
- 8.One round of revisions during the build
- 9.30 days of post-launch tuning included
- 10.Handover session and written runbook
What's in the monthly retainer
- Uptime monitoring with next business day incident response
- API and LLM compute passthrough at cost, up to your plan's cap (overage at cost + 10%)
- Weekly performance summary: ticket volume, auto-resolution rate, escalation rate, CSAT
- Tuning rounds per plan
- Bug fixes for Dojo-built code, no charge
- Email or Slack support per your plan's SLA
From kickoff to production in 14 days.
Miss Day 14 for reasons within Dojo’s control: your first month of retainer is free.
- 1Day 1Kickoff. Setup payment confirmed. Access requests sent.
- 2Day 2Discovery and policy capture session.
- 3Day 3–4Integrations configured. Past replies and policies ingested.
- 4Day 5–7Employee build: prompts, rules, tone training, escalation logic.
- 5Day 8–9Internal QA against your last 30 days of tickets.
- 6Day 10–11UAT round 1. You shadow the Employee on live tickets.
- 7Day 12Revisions applied.
- 8Day 13Production deployment. Employee goes live in shadow mode for 24 hours.
- 9Day 14Full handover. Runbook delivered. 30-day tuning starts.
You provide
- Shopify and helpdesk access (OAuth or service accounts on your accounts)
- Your policies: return, shipping, refund, exchange rules
- 20 sample past replies that represent your brand voice
- Your escalation criteria (what should go to a human)
- One designated point of contact
- Decisions within 24 hours during the build
- Setup payment before kickoff
- LLM API keys, or opt into Dojo passthrough billing
Dojo provides
- Employee architecture, build, and deployment
- All engineering labor for the 14-day build
- Prompt design, tone calibration, rule engineering
- Source code in your repo
- Monitoring infrastructure
- QA against your real ticket history
- Shadow-mode launch and 30 days of tuning
- Written runbook
- Ongoing operations during the retainer
Extend the Employee as you grow.
- Additional integration$400 to $1,200 each
- Additional 500 tickets / mo capacity$150 / mo
- Voice / phone support add-on+$500 setup, +$300 / mo
- Additional language+$300 setup, +$100 / mo per language
- Priority SLA (4 hour response)+$300 / mo
- Black Friday / Cyber Monday capacity boost$500 flat for the week, 3× ticket cap
- Upgrade your planDifference in setup + difference in retainer
What this Employee doesn’t cover.
We’d rather say so up front than discover it on day 10.
- Ticket volume above your plan's cap: $0.30 to $0.75 per ticket
- Additional integration: $400 to $1,200 each
- New workflow after launch: change order at $125 / hour
- Phone or voice channels (text and chat only)
- Multi-language support beyond English (priced per language)
- SOC 2, HIPAA, or PCI compliance work
- 24 / 7 on-call (priority SLA available as an add-on)
- Migration off the Employee
- Rebuild if you change helpdesk or commerce platform
- White labeling
Ready to deploy the Shopify CX Employee?
We tell you on the call whether the Employee fits, what tier matches, and when you can go live. No deck, no pitch.
Book a 15 min callShort-form terms
- 50% of setup is non-refundable once kickoff begins.
- Liability capped at fees paid in the trailing 3 months.
- Scope changes require written approval and a 3 business day estimate.
- You own the Employee source, prompts, and integrations on your accounts; Dojo retains reusable internal frameworks.
- AI use disclosed in deliverables per current industry standard.
- Auto-renew month-to-month after the 3-month minimum, 30-day cancel notice.
- Hard kill-switch auto-pauses the Employee if API spend exceeds 2× cap in any rolling 30 days.
- Autonomous Employee actions are governed by rules you pre-approve.
- You retain full responsibility for refund and return policy compliance with applicable law.
