Live chat on the store answered by Star, with orders looked up and the rest handed to the team

Bright Star Kids makes personalised name labels, bag tags, stamps, lunch bags, drink bottles and gifts for children. It began as a university project at the University of Wollongong after Susan moved from Ireland to Australia in 2005, was first run from a shed with a label printer by Susan and Nigel, and now says it has helped more than 1,325,000 families in Australia, the USA and beyond. Orders are printed in Australia and made in one to three days. Customer support runs in Gorgias, and the store runs on Magento.

The same team runs Bright Star Buddies, its pet brand, and Sticker Bug, and a US store at brightstarlabels.com.

Visit Bright Star Kids at brightstarkids.com.au →

Live chat on a labels store is mostly the same questions, asked at the moment a parent is deciding: will this label survive the dishwasher, does it work on clothing, how long until it arrives, why has my discount code not come. The team answers those the same way every time, and the answers are already written down. Order questions need a lookup before anyone can reply.

The team wanted the chat answered straight away during the day, with the answers they would give, and every conversation tagged the way they tag it, without a person doing the typing. And the cases that need a person, a wrong address or a faulty item, had to reach the team with the details already collected.

Bright Star Kids connected Gorgias, Magento and its websites to eesel in June 2026 and went live on chat at the end of July. The main agent, Bright Star Kids [AU], answers as Star. A second agent, Bright Star Buddies [AU], answers the pet brand's chat with its own product knowledge, including a harness size guide. Each agent only wakes for its own brand's chat.

• The trigger is a new message on Gorgias chat. Email and phone tickets are left to the team. If a person on the team has already replied in the conversation, or the customer has asked for a person, eesel does nothing.
• Answers come from the knowledge, in the team's wording. Shipping times, gift questions, labels on clothing, what surfaces adhesive labels work on. Straightforward product and policy questions are answered without asking for order details.
• Orders come from Magento. Star looks an order up by number or by the customer's email and answers with the status and tracking. About 65 lookups in the month.
• Every chat is tagged. A category and a specific tag on every conversation, and a resolution tag when the answer settled it. Cases handed to the team are left for the team to close out.
• Handover opens a ticket. When the customer asks for a person, or the case is about their specific order, a refund, a complaint or an account change, Star asks for an email if it does not have one, creates a Gorgias ticket summarising the chat, and tells the customer the team will be in touch by email.
• The knowledge stays fresh on its own. Every Monday morning Sydney time, eesel re-syncs the Gorgias tickets and the website, so a new product page or a new macro is in the answers the same week.

Between 8 August and 8 September 2026 eesel handled about 100 conversations for Bright Star Kids, almost all of them Gorgias chats. It sent about 280 replies to customers, tagged about 140 conversations, looked up about 65 orders in Magento, and left about 40 internal notes for the team. Most of that happens between 10am and 3pm Sydney time, when the store's customers are on chat. It is still early: chat went live at the end of July, and the weekly count has grown from about 10 to about 25 to 30 conversations.

Agents for Sticker Bug and the US store, Bright Star Kids [US], are set up in the workspace with no traffic yet, ready to be pointed at those brands' chat. An eesel chat bubble is also configured for the Bright Star Kids site, which would let the same agent answer outside Gorgias chat.