Every Gorgias ticket acknowledged, tagged and drafted before a person opens it

Rúngne is a Norwegian climbing apparel brand based in Bekkestua, outside Oslo. It sells worldwide through Shopify, shipping US orders from a US warehouse and everything else from Norway. Support runs through Gorgias, where email, live chat and social comments land in one queue, worked by a team in Manila.

Visit Rúngne at rungne.com →

A climbing brand with a big social following gets a lot of Gorgias tickets that are not support at all: ad comments, story mentions, out-of-office replies, SEO pitches. The tickets that matter need work before anyone can answer: opening Shopify for an order, checking the order time against a same-day cancellation rule, checking stock at the warehouse for the customer’s country, because US stock and Norway stock are separate.

The team wanted every customer to hear back fast, in Norwegian or English, without an AI promising anything a person had not agreed to.

Rúngne connected Gorgias and Shopify to eesel in late June 2026. The first version was one agent doing everything. Within a week Jasmin Villasoto, Rúngne’s Chief Operating Officer, split it into three agents with one job each, live since early July. eesel works from the Shopify catalog and orders, past Gorgias tickets, and a written policy reference for shipping, returns, cancellations and duties.

• Triage agent. On every new ticket it sends one short acknowledgement, signed MagBot, in the customer’s language, then looks the customer up and tags from a fixed list: RETURN/EXCHANGE, ORDER-STATUS, ORDER-CHANGE/CANCEL, PRODUCT, Customs Clearance, human_review_required, vip, social-lead, social-question. A B2B partner’s ticket goes to Marc Morgia. Noise is tagged auto-close and closed. When in doubt it treats the sender as a real customer and leaves the ticket open.
• Draft agent. It reads the full thread first, looking for a promise a teammate already made, a return in motion, or a frustrated customer. It finds the order in Shopify by number or email, checks why it has not shipped, and checks stock per size at the right warehouse. The reply is left as an internal note for a person to send. When money is involved, a carrier has to investigate first, an order is unfulfilled for more than three business days and is not a pre-order, or a fact cannot be verified, it writes a note with the facts instead. It never states a restock date, a return fee figure or an unconfirmed delivery date.
• Helpdesk agent. An automation called eesel AI Topics filters what reaches it: policy questions, tracking, stock, pre-orders, sizing and change-of-mind returns, and anyone asking for a human. Cancellations, damaged or missing items, lost parcels, complaints, customs disputes and B2B never reach it. It answers publicly, once, and never tags or closes a ticket.
• Handover. When a customer asks for a person, the helpdesk agent sends one line saying the team will take over, asks for an email address on a live chat without one, and stops. A delivery problem gets an apology and an escalation, never a guess about where the parcel is.

Between 8 August and 8 September 2026 eesel handled about 2,100 Gorgias tickets for Rúngne, between about 300 and 780 a week. The triage agent ran on about 1,050 of them, roughly half, and set about 880 tags. The draft agent ran on about 830 and the helpdesk agent on about 280, so around one ticket in seven eesel answered on its own.

It left about 1,000 internal notes, prepared about 580 draft replies, sent about 440 public replies, ran about 630 searches across the catalog and past tickets, and looked up about 150 orders in Shopify.

Jasmin Villasoto runs the setup at Rúngne. The dial is the topic list on the eesel AI Topics automation, which decides what gets a direct answer and what gets a draft. Moving a topic across is a list edit, not a project. A scheduled agent runs each weekday morning and emails the team one useful thing it found.