Horse owners in three countries get a reply drafted from the right country's advice

Poseidon Animal Health makes gut health supplements for horses, including DigestiveHP, Stress Paste and MetaboLize. The products are made in the USA and the company has teams in the United States, Australia and New Zealand. It was started by Linda Goldspink-Lord and Peter Lord, who first trialled gut health formulations on their own horses, and it now sells to veterinarians, trainers, breeders and horse owners.

Visit Poseidon Animal Health at poseidonanimalhealth.com →

The questions are specific and the answers depend on the customer. How much should I feed a 500 kg mare, can I pause my auto-ship, what do you have for a horse that travels a lot. The right answer for a customer in Florida is not always the right answer for one in Queensland: products, labels and even the words differ by country, and the team has to keep the two straight.

The support team wanted the first draft of every reply written for them, with the right country's information already chosen, so their time goes on checking the advice rather than typing it.

Poseidon connected Gorgias to eesel in July 2026 and uploaded 29 of its own documents, including FAQ sheets, alongside about 1,200 past tickets. Most of the work runs through eesel's browser extension, open beside the ticket in Gorgias.

• The team asks for a draft from inside Gorgias. They can ask plainly, or add a steer, such as what question to put back to the customer.
• Region and channel come from the ticket's tags: USA, Australia or New Zealand, email or social media, retail or wholesale. eesel reads the tag and uses only that region's knowledge and spelling.
• New Zealand customers get NZ information where it exists and the Australian material otherwise.
• Social media replies are kept short and suited to a comment thread. Email replies can be fuller.
• Nothing goes to a customer without a person. The team reads the draft, adjusts it, and sends.

Between 8 August and 8 September 2026 the team drafted about 610 customer conversations with eesel, about 590 of them through the browser extension in Gorgias. eesel wrote about 1,000 draft replies and ran about 630 searches of the company's own tickets and documents. Most of the drafting happens in Australian working hours, with a second block in the US morning.

The automatic path is switched on and still early. eesel now also wakes when a customer writes on a Gorgias ticket, reads the tags, and drafts on its own without anyone opening the extension. About 20 tickets came through that way in the period. As the team gets comfortable with those drafts, more of the inbox can start there.