What triggers the support card
Last updated: April 17, 2026
The chat flips into support mode when it detects a genuine issue that a review can’t solve. It’s specific about what counts — not every complaint triggers support routing, and the difference matters.
The four categories
The chat treats any of these as a support signal:
1. Defects
The product itself is broken, damaged on arrival, or not working.
“It arrived cracked.” “The zipper snapped the first time I used it.” “This doesn’t turn on.”
2. Returns or refunds
The customer wants their money back or to send the product back.
“I want to return this.” “How do I get a refund?“
3. Shipping problems
The package arrived but something about the delivery is wrong.
“Wrong item in the box.” “It came with no manual.” “The box was destroyed.”
4. Non-delivery
The package hasn’t arrived yet. This is a big one — see below.
“Haven’t received it yet.” “It’s been three weeks and nothing.” “Still waiting on my order.”
Why non-delivery gets special treatment
Review request emails are sent after a shipment is fulfilled (or delivered, if you’re on that trigger). If your customer is telling the chat “I haven’t received it yet” — something has likely gone wrong. Telling them “give it time” would be tone-deaf, so the chat treats non-delivery as a support signal and routes the message to you immediately.
What doesn’t trigger support routing
Not every complaint is a support issue. These stay in review mode:
- Mild dissatisfaction about the product — “it’s a bit smaller than I expected” is useful review content, not a support request
- Opinions you disagree with — “this doesn’t work for me” about a tool they’re using wrong is still a review
- General venting — if the customer is annoyed but isn’t asking for help, the chat keeps collecting review content
The difference is intent. Does the customer need something from you (a replacement, a refund, an explanation)? Or are they just sharing an opinion? Support mode is for the first case.
Ask once, wait, then maybe offer again
If the customer taps No thanks on the support card, the chat doesn’t nag. It picks up where it left off and keeps the conversation going.
Why it works this way: second-asking reads as pushy and tanks the completion rate. A customer who said no once almost always says no again if you ask right away.
If a new issue surfaces a few turns later — say they dismissed the first ask about shipping and then mention a defect — the card may appear again after a short cooldown. The AI tries not to re-flag the same issue, but a new one gets its own offer.
On a resume (if the customer comes back to the chat later), the support state resets. If an issue comes up in the new session, the chat will offer help fresh.