Returns go to the portal and product questions get an answer, without a person on the ticket

ClutchLoop makes a patented phone tether that keeps a phone attached to its owner, against drops and theft. The first prototype was tested in 2022, and the company says more than 150,000 people have used the product since. The current range is the ClutchLoop II ecosystem, sold from its Shopify store, with customer support in Gorgias.

Visit ClutchLoop at clutchloop.com →

A direct-to-consumer accessory brand gets the same few questions at volume. Where is my order. How do I return this. Which model has the metal anchor. Is the DayTrip colour back in stock. Most have a fixed answer or a fixed next step, and a person typing it out one ticket at a time is slow for the customer and dull for the team.

The team wanted the routine handled without them, but with a clear line: the agent should answer what it can answer well, send returns where returns go, and never talk over a person who is already in the conversation.

ClutchLoop connected Gorgias, Shopify and its website to eesel in April 2026 and named the agent Loopy. Loopy reads about 590 pages from clutchloop.com, the Shopify catalogue and the Gorgias history, plus a short set of policies written by the team.

• Gorgias tickets. A customer message wakes Loopy. It reads the full thread and looks up the customer's other tickets before deciding anything.
• Two things it replies to on its own: return, refund and replacement requests from US customers, which it sends to the returns portal, and product questions, which it answers from the site content and live Shopify data.
• Everything else is for the team. Loopy does not reply, and it drafts or leaves an internal note where that saves time. If a team member is already active in the thread, it does nothing.
• Shopify first for anything live. Prices, variants and stock come from Shopify at the moment of asking, not from crawled pages that may be out of date.
• Website chat. The Loopy bubble on clutchloop.com answers order status, returns and product questions, and can create a Gorgias ticket for the team when a chat needs one. Replies come back in the language the customer wrote in.
• Tone. Short, friendly and plain, with public links only. No made-up answers: if the policies do not cover it, Loopy says so and hands over.

Between 8 August and 8 September 2026 Loopy handled about 230 Gorgias tickets and 27 website chats for ClutchLoop. It sent about 180 replies directly, looked up 76 products in Shopify, tagged 75 tickets, drafted 43 replies for the team, left 30 internal notes and created 3 tickets from chat. The work is spread through the day and night, with a small peak in the US afternoon.