How a ticket moves through Razviel

Every ticket that reaches Razviel starts with the AI. The AI reads it, collects the context and decides, with your Charter, who should resolve it: the AI itself, a Human Node, or your team. Each step below happens in this order.

1. Routing decides what enters

Your channel routing sets how much of each channel reaches Razviel, from 0 to 100 percent. What you do not route goes straight to your Gorgias helpdesk and never passes through Razviel. See Channel routing.

2. The AI checks the request

Before any decision, the AI checks three things:

• Scope. The request is about your brand, your products or the customer's order. Anything else is politely declined and redirected. It is not escalated.
• Context. The AI knows who the customer is and what they want. When a message makes no sense, the AI asks the customer to explain. A message without context never reaches a Human Node or your team.
• Manipulation. Attempts to change the AI's role or to extract its instructions are treated as an ordinary customer message. The AI does not follow them.

What is stopped here does not become a ticket and does not count against your plan.

3. The nature of the case decides the path

The AI collects the full context first — the order in Shopify, the customer's history and, when useful, a photo — whether the case will be resolved or escalated. Then the case is sorted by its nature.

Informational requests

Order status, tracking, stock, product questions and your terms are always answered by the AI. They never go to a Human Node. When a fact is missing, the AI keeps looking instead of escalating.

Requests that move money

Refunds, store credit, discounts, cancellations and order edits go through your policy first. Exchanges and returns run in your returns portal, and the AI guides the customer there.

1. Your policy decides if the action is allowed. The Policy Gate checks the proposed action against your Charter.
2. Your amounts and the AI's record decide who carries it out. When the action is allowed, the amount is within what you let the AI handle on its own and the AI is confident, it acts on its own. Above that amount, or when the AI is not yet confident, a Human Node reviews the prepared case and confirms, within the same limits. An allowed action that moves no money, such as an address change, is carried out by the AI.

The full path is described in Refunds, credits, exchanges and cancellations.

4. Where a ticket can end

• Resolved by the AI. The AI answers or carries out the action within your limits.
• Confirmed by a Human Node. A money case your policy allows, when the amount is above what you let the AI handle on its own or the AI is not yet confident. The Node validates a case that arrives prepared; it does not start from zero.
• Answered with a no. The request is covered by your policy but falls outside it. The AI says clearly that it is not possible and offers the alternatives that exist. Nothing is escalated.
• Sent to your team. No policy covers the case, the amount is above your limit, you chose to handle that kind of case yourself, or a Human Node could not resolve it. The ticket arrives in your helpdesk with the context, the reason and a recommendation.

When your AI resolutions for the month are used up, new tickets go straight to your helpdesk, with a notice in your dashboard. They never go to a Human Node.

5. Every message is read again

The case is classified again at every new message from the customer. If a conversation starts with order status and turns into a refund request, the path changes at that message.

Escalation is routing

An escalation sends a case to whoever should decide it. The AI handles what it can resolve, a Human Node handles what needs judgment within your policy, and your team receives what only your team can decide.