Informational requests

An informational request asks for information and moves no money. Where an order is, whether a product is in stock, what your warranty covers. These requests are always answered by the AI, at any hour. The AI's confidence never sends them to a Human Node.

What counts as informational

• Order status and tracking, including "where is my order?".
• Stock: whether a product or a size is available.
• Products: features, materials, fit, and which product suits the customer.
• Your terms: shipping, returns, warranty and privacy.

A request that asks for a refund, store credit, a discount, a cancellation or an order edit is not informational. It follows the path in Refunds, credits, exchanges and cancellations.

Where the answers come from

The AI answers from what is really in your store, not from memory:

• Order status and tracking come from the live fulfillment status of the order in Shopify.
• Stock and products come from your Shopify catalog.
• Your terms come from the policy pages your store publishes.
• Your portals. When the next step is on a page of yours, such as your returns portal, the AI gives the customer the link.

Everything the AI reads is listed in What Razviel reads from your store.

Why the AI never escalates them

The line between the AI and a Human Node is the nature of the case, not the AI's confidence. On an informational request, the AI has the facts faster than a person could look them up, and a Human Node would have to ask the AI anyway. So the AI never escalates an informational request.

When a fact is missing, the AI keeps investigating and asks the customer what it needs. It does not escalate because it lacks a detail, and it does not guess.

When the customer asks for a person

If the customer still wants a person after the AI has collected the full context, the case can go to a Human Node, prepared like any other. That is the customer's choice, not the AI escalating. Insisting without giving context is not enough. See When a customer asks for a person.

When the conversation changes

Every new message is classified again. If a customer asks where an order is and then asks for a refund, the refund follows the money path from that message on.

Requests outside your support

The AI answers only questions about your brand, your products and the customer's orders. A request for anything else, such as writing code or general knowledge, is politely declined and redirected. It is not escalated, and it does not count against your plan.