AI chat - new features

Custom instructions for AI agent

We have added fields to insert custom instructions for the AI engine. There are two places on insert customer instructions:

• Univeral instructions used in all chat functionalities
• Returns related instructions used only when instructing the user about returns

These custom instructions can be used to guide the AI agent to act in a certain way or to use additional data for its answers. The use cases might be for instance:

• You would like the agent to talk with a certain tone that suits your brand
• You would like to give certain instructions for various tracking events e.g. if a shipment is delayd or is being returned.
• You would like to user to especially remember something specific about your return process.

These features can be found in myOGO2 services under Post-purchase - Settings.

Testing mode for AI chat

When configuring your AI agent, you might want to test it in action. However, if you would like to test the agent with live orders you might push unwanted notifications to the receiver. 

Now there is a testing mode that can be turned on for any chat. By clicking on the LIVE button, you can turn the AI to function in test mode only.

It will tell you that you are in "AI TEST MODE". All chats done in the test mode will disappear after you leave the page and won't trigger any actions.

Slack integration for notifications

In the process of migrating all notification that have earlier only been available via email, we will be adding more channels for the sending of the notification. Instead of receiving notification via email, you can also order them via Slack (and webhook)!

Before activating the notifications, you need to enable the Slack integration from myOGO2 services under "Channel events". Via the integration you can point the notifications to a Slack channel.

This is especially useful if you have AI chat enabled and the customer would like to talk to a human. The Slack integration can be made to send a notification to your Slack for rapid responses.

We will be creating more notification events as we continue developing this feature.

New major feature: Claims

Managing claims related to eCommerce orders can be time-consuming and costly for merchants. OGOship’s Claims Management feature within the Tracking & Returns Portal simplifies the process by offering a centralized, structured, and automated way to handle claims efficiently.

With this feature, consumers can easily file a claim directly through the Tracking Portal without needing to contact customer support separately. The merchant can then evaluate the claim and decide the appropriate resolution—whether it’s a refund, a replacement, or a return. The process is streamlined, automated, and designed to reduce unnecessary returns, helping merchants save time and operational costs.

The claims feature-set can be found in myOGO2 services. Configuration instructions and more information is going to be released soon, however the feature is already fully usable. Please contact our Merchant care team for activation. The claims feature is available for all Growth plan users. Therefore, if you are already using the OGOship returns portal, the claims are included.

Ticket and tag based system in post purchase

Once you have returns, claims and AI chats ongoing, it will be difficult to keep track of everything that is going on, especially if you have more people working on your customer support. We have created features to help you in your work.

Assigning returns, AI chats and claims to individual

You can now assign returns, AI chats and claims to individual myOGO users, creating a ticket based system where work can be distributed amongst your team.

Dashboard to view open tasks

There is a dashboard view now to view all open returns, AI chats and claims that you have open, giving the possibility to easily see the overall view of your tasks.

Returns and claims - product condition

We have added an optional additional information field when a customer is making a returns or a claim. The user can specify different conditions for the product e.g. unopened, broken or used. These can affect the actual processing of the event.

Order page updates

Order list page: We have added the functionality to search order by the destination city where they are going to.

Edit one order page: We have changed the "Order customization" field into "Merchant internal comments" field to remove confusion. The Order customization was not the proper way to communicate about comments about a specific order and now the field can be used as a field to insert your own notes to an order.