Automation

Kill switchStops all automated sending immediately, at every risk level, without changing any of your settings. Use it the moment something looks wrong.
Admins only.
0Auto-repliedlow risk, pre-approved copy
0Asked for an IDmedium risk, then handed over
0Suppressedheld back for a person
0Intents onof 8 low-risk intents

Auto-reply

Send eligible replies automaticallyApplies only to low-risk intents you have switched on below. Medium tickets can ask for an Order ID and then hand over; high-risk tickets bypass the bot entirely.
75%
60% — the triage engine’s own floor100%

Only messages the classifier is at least this sure about are answered automatically. Anything below waits for a person. The default is 75%. The bar can never go below 60%, because under that the classifier is guessing and a wrong canned answer costs more than a slow human one.

Automated answers

0 of 8 on

Low-risk intents

Opt in one at a time. Nothing is enabled for you, and anything added later starts off. The text below is exactly what the customer receives, plus the standard signature.

Auto-reply is switched off overall. These toggles are saved but nothing is being sent.

Copper Oxidation / Patinaproduct care

Dark spots or a changing color inside your bottle are completely normal! This natural process is called oxidation/patina and happens when 100% pure copper reacts with air and water. It is proof that your Cleo bottle is uncoated and pure. You can easily restore its shine by scrubbing it with lemon juice + salt or pitambari powder.

Cleaning & Maintenanceproduct care

To clean your Cleo copper bottle: Hand-wash using warm water, mild soap, or a solution of lime and salt. Do not use a dishwasher or harsh wire scrubbers, as these can damage the finish.

Lid Threading / Squeakproduct care

Metal-on-metal threading can occasionally squeak or feel tight. Ensure the cap is aligned flat before turning. Applying 1 drop of coconut oil to the lid threads will smooth out the twist and eliminate squeaking instantly.

Safe Liquidsusage safety

Cleo copper bottles are designed strictly for room-temperature or cold plain water. Do not store hot liquids, milk, citrus juices, or acidic drinks inside, as acid reacts strongly with pure copper metal.

Storage Durationusage safety

For optimal mineral benefits based on traditional practices, store water in your bottle for 6 to 8 hours (ideally overnight) at room temperature before drinking.

Shipping Timeline & Trackingshipping policy

Standard shipping usually takes 3-5 business days depending on your location. Once your order ships, you will receive a tracking link via SMS/Email. To track right now, please share your Order ID.

This answer asks the customer for their Order ID — it informs, it does not look anything up.
Return / Exchange Policyshipping policy

We offer a return/exchange window for unused items in their original condition and packaging. To initiate a return request or check eligibility, please share your Order ID and reason for return.

This answer asks the customer for their Order ID — it informs, it does not look anything up.
Authenticity & Originshipping policy

Cleo bottles are made from 100% lab-tested pure copper, crafted by skilled artisans combining traditional Ayurvedic health principles with modern, ergonomic lifestyle design.

Routing

Low · AI ChatbotInstant automated response. Cleaning, oxidation, usage rules and standard shipping/policy questions. Answerable from pre-approved copy with no account or order context.
Medium · Bot gathers data → HumanBot asks for Order ID, then hands over ticket. Order status lookup, address update and order cancellation. The bot may collect the Order ID but must never resolve the request itself.
High · Direct Human AgentBypasses bot, straight to live team. Damage on delivery, missing items, refund requests and leak defects. Money, claims-window and reputational exposure — never automated.

Never automated

These intents cannot be switched on here or anywhere else. The list is read from the triage taxonomy, not maintained by hand, so it always matches what the engine does.

Order Status LookupMedium risk — Where is THIS order — a specific shipment chase, not a policy question. The bot may collect an Order ID but never resolves it.
Address UpdateMedium risk — Change the delivery address on an existing order. The bot may collect an Order ID but never resolves it.
Order CancellationMedium risk — Cancel an order before or during fulfilment. The bot may collect an Order ID but never resolves it.
Damaged on DeliveryHigh risk — Item arrived damaged, broken, dented or cracked. Bypasses the bot entirely.
Missing ItemHigh risk — Something is missing from the delivery, or the parcel is lost. Bypasses the bot entirely.
Refund RequestHigh risk — The customer is asking for money back. Bypasses the bot entirely.
Leak / Seal DefectHigh risk — The bottle leaks or the seal has failed — a product defect. Bypasses the bot entirely.

Recent automated actions

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