Every Gorgias ticket arrives with the order already checked and a reply already written

STIL Classics makes planners and the things that go with them: A5 six-ring binders in suede, leather and canvas, planner inserts, notebooks and accessories, with optional monogramming. It sells through its Shopify store to the US and Canada, with free shipping over $100 US or $120 CAD, and runs customer support in Gorgias with a help center for tracking, returns and cancellations.

Visit STIL Classics at stilclassics.com →

Planner customers are repeat customers, and they care about the details. A ticket is rarely just a question: it is an order number, a monogram, a delivery scan that has not moved, a binder bought two years ago. Answering well means opening Shopify, reading the whole thread and knowing the policy, every time.

The team wanted that legwork done before they opened the ticket, but did not want a machine sending replies under the STIL name. So eesel drafts and a person sends.

STIL connected Gorgias, Shopify and its website to eesel in May 2026 and the drafting picked up in July. The agent reads about 1,450 pages from stilclassics.com and the help center, about 490 products from Shopify and about 80 past tickets, plus a set of written instructions the team keeps revising.

• It wakes when a customer comments on an open ticket. Automated mail, bounces and out-of-office replies are skipped. The team can also @mention it on a ticket.
• Before drafting it looks up what the ticket needs: order and fulfilment status, line items, the 30-day return window, live inventory for the exact variant, the restock sheet for timing.
• It never states a fact it has not looked up. No invented ship dates, delivery estimates or product specs. If it cannot find the order, it flags that for the team instead of telling the customer.
• The draft goes on the ticket as an internal note, never as a public reply. It is written as if the refund or replacement has already been processed, because the person sending it will have done that first.
• Goodwill is a human call. The draft does not offer credits or discount codes; the team adds those when they want to.
• Each ticket is also tagged by topic so the team can see what is coming in.

Between 8 August and 8 September 2026 eesel prepared about 320 Gorgias tickets for STIL. It left about 430 internal notes, most of them draft replies, looked up about 230 Shopify orders and about 20 products, and tagged about 80 tickets. A handful of replies, about 16, went out as public replies in the same period; the rest stayed as notes for the team.

A second agent, Kayla, is set up in the workspace and has not been switched on yet. The instructions for the drafting agent are on their ninth revision; each week of tickets adds a rule.