What Razviel runs for you

Razviel runs customer support for your Shopify store. You connect your store and your helpdesk, tell the AI what it may do, and choose how much of your volume to send. Razviel takes each ticket from intake to resolution, and returns to your team only what your policy leaves to you.

What Razviel runs

• Intake and classification. Every ticket that reaches Razviel is read, classified by the nature of the case and checked for context before anyone acts on it.
• Resolution by AI. Informational requests — order status, tracking, stock, products and terms — are always answered by the AI. Requests that move money are resolved by the AI when your policy allows the action and the AI is confident.
• Human judgment. When a money case is covered by your policy but needs judgment, a Human Node reviews it. The case arrives prepared, with its context and the options your policy allows, and the Node decides between them.
• Escalation to your team. What your policy does not cover, or what you chose to keep, comes back to your helpdesk with the full context and the reason it was escalated.
• The record. Every ticket keeps the same record, whoever resolved it, and your dashboards read from that record.

What stays with you

• Your policy. You decide, case by case and customer segment by customer segment, what the AI may do and up to what amount. Actions outside it are blocked. See What the Charter is.
• Your accounts. Your Shopify store and your Gorgias account stay yours. Razviel operates them on your behalf, within the access you grant when you connect them.
• Escalated tickets. A ticket escalated to you is handled by your team, in your own helpdesk.
• Your configuration. Connecting your accounts, writing your policy and setting your channel routing are done by you, in your dashboard. Aria guides the policy conversation.

What reaches Razviel

Razviel handles only the volume you route to it. You set a share from 0 to 100 percent for each channel, and the rest goes straight to your helpdesk. Razviel still captures and classifies your whole support volume, so your dashboards show all of it. See Channel routing.