Guide
How Wekks Assistant decides, what it may do, and how you stay in charge of it.
How a ticket is handled
- A customer writes to your store, and Gorgias tells Wekks.
- Wekks waits about 45 seconds, in case the customer sends a follow-up.
- It works out what the customer wants, finds their order, and reads the facts fresh from Shopify.
- It follows the play for that kind of request, writes a reply, and checks the reply before anything goes out.
- What happens next depends on the play's mode: Watch, Draft or Auto.
If a teammate answers while Wekks is working, Wekks steps back and leaves its unsent reply as an internal note. Once a person has taken a conversation, Wekks stays out of it.
Plays
A play is what the assistant does in one situation, written as steps you can read and change in Plays. Setup builds them from your own policies.
| Step | What it does |
|---|---|
| Check | Tests a fact against your store: shipped? within the return window? under your refund limit? |
| Ask | Asks the customer for something it needs: the order, a photo, the postcode. |
| Judge | Picks one of the answers you wrote, quoting the customer's own words. |
| Do | Takes an action: refund, cancel, change the address, hand off to your team. |
| Say / Never say | What the reply must, or must never, include. |
The assistant only takes actions written into a play; it never invents one. Before you save a change, you can replay it on recent tickets to see what would have happened differently.
Some plays and steps are locked. Injuries, legal threats, chargebacks and abuse always go straight to your team, and an address is never changed before the customer confirms the order's postcode.
Watch, Draft and Auto
Each play has its own mode. Every play starts in Watch, and only you move it.
| Mode | What the customer sees | What happens |
|---|---|---|
| Watch | Nothing | The assistant decides and compares itself with your team. It posts nothing. |
| Draft | Nothing until approved | A draft appears as an internal note. A person approves it (and may edit it) before it is sent. |
| Auto | The reply | Replies and allowed actions go out on their own. A reply that fails the checks becomes a draft instead. |
Rules suggests when a play is ready: in Watch, when it agrees with your team about 9 times in 10 over at least 20 tickets; in Draft, when people approve about 95% of at least 30 drafts without edits.
Write access
Installing Wekks gives it read access only. To let it refund, cancel or change the address on an order, an owner grants write access from Rules → Grant write access. Until then, any ticket that would change an order stays in Watch. Refunds, reships and cancellations still need a person's approval by default, within the money limits you set.
Your team
| Role | Can |
|---|---|
| Owner, admin | Connect tools, change plays and modes, grant write access, manage the team and budget, pause the assistant. |
| Agent | Review, edit and approve drafts; take handoffs in Gorgias. |
Invite people from Team. Teammates who never open Shopify sign in with their email or Google account.
Handoffs
When a ticket needs a person, the assistant leaves an internal note in Gorgias with what it found and why it stopped, tags the ticket, and assigns it to your team. It stays out of that conversation afterwards.
Pausing
Owners and admins can pause the assistant from Home. Nothing new starts while it is paused; work already under way is held, not sent. Resume picks up where it stopped. Uninstalling the Shopify app pauses it too.
Budget and billing
$39 a month plus $0.99 per resolved ticket, billed through Shopify. The first 14 days are free, and run in Watch.
A ticket counts as resolved when, in Auto, the reply went out and no teammate had to reply within 24 hours; or, in Draft, a person approved the draft. Watch, handoffs, rejected drafts and failures are never charged.
You set a monthly budget in Activity (it starts at $200). Wekks never goes over it: when it is reached, the assistant keeps watching but sends nothing until next month or until you raise it. If we gave your store credits, they are spent before anything is billed.
Your data
Order and customer details are read fresh from Shopify for each ticket. Conversations are deleted 730 days after their last activity, and everything is deleted 48 hours after you uninstall. The privacy policy and security pagehave the details.