One Gorgias inbox, four brands, and a draft reply on every ticket before the team reads it

Amagency runs customer support for a group of consumer brands out of a single Gorgias account: Hoover Australia and Hoover New Zealand (vacuum and carpet cleaners, sold direct at hoover.com.au and hoover.co.nz), Cubii Australia (seated under-desk ellipticals) and Peace Hive (bracelets that fund a school wellbeing program). Four brands, four sets of products and policies, one inbox.

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Every ticket needs the same first steps before anyone can answer it: which brand is this, which store, has this customer bought direct or from a retailer, and what does this brand's policy say. A Hoover warranty claim, a Cubii return and a Peace Hive order question all need different answers, and getting the brand wrong on a reply is worse than being slow.

Parts requests add another lookup. A customer names a vacuum, and the right answer is a specific part number for that specific model, not a guess.

Amagency connected Gorgias to eesel in June 2026 and gave the agent a support file per brand. The agent runs in what the team calls copilot mode: it prepares, a person sends.

• It wakes on every new message on a Gorgias ticket, then filters. Marketing emails, order notifications from other companies, social media notifications and security alerts are skipped. Any genuine customer question about the products is processed.
• Brand and store come first. Before it looks anything up, eesel decides whether the ticket is Hoover Australia, Hoover New Zealand, Cubii Australia or Peace Hive, from the domain, the product names, the currency and the address. It reads that brand's rules only and never mixes them.
• Orders are checked in the right store. New Zealand tickets are looked up in the New Zealand store and answered in NZD; everything else in the Australian store, in AUD.
• Parts are matched by model number. It resolves the exact model from the customer's description, then names the replacement part and its part number in the draft.
• Warranty and returns follow the brand's rules. It checks where the product was bought and how long ago, and the draft says what applies. Purchases from a retailer are pointed back to the retailer first.
• The draft is written in plain business language. No internal system names in anything the customer or the team reads.
• Each weekday at 9am Sydney time it also does a short review of the workspace and emails a note to the team.

Between 8 August and 8 September 2026 eesel prepared about 350 Gorgias tickets for Amagency. It left about 900 internal notes, wrote about 460 draft replies and ran about 190 knowledge searches against the brand files and past tickets. The work lands between 7am and 6pm in Sydney, when the forms come in.