CS Playbook
How Rachel Bloom Customer Service Works
What Happens When a Customer Emails
1. Customer sends an email to help@rachelbloom.com
2. Resend receives it instantly and fires a webhook
3. The receive-cs-email edge function picks it up
4. A ticket is automatically created in this dashboard
5. The AI reads the full email and customer order history
6. The AI writes a warm, on-brand reply and sends it
7. The ticket is marked AI Handled with 88% confidence
8. The customer receives a reply within 60 seconds
What the AI Can Handle Autonomously
- Order status and shipping questions
- Return and refund requests (directs to returns.rachelbloom.com)
- GPS setup and troubleshooting
- Fingerprint lock setup and pairing
- App download and pairing instructions
- Product questions (features, colours, pricing)
- Warranty questions
- Discount code issues
- Gifting and packaging questions
- Bloom Circle loyalty programme questions
- Wrong or damaged item (offers express replacement)
- General how-it-works questions
When the AI Escalates to Rachel
The AI escalates when it cannot fully resolve a query, is unsure of the answer, or the customer is very upset. When escalation happens:
1. The AI sends a warm holding reply to the customer — "I am passing you directly to Rachel who will be in touch within 24 hours"
2. An escalation alert email is sent to saul@rachelbloom.com and rachel@rachelbloom.com with the full ticket and AI analysis
3. The ticket is marked Needs Review in the dashboard
4. Rachel or Saul takes over the conversation manually from here
🚨
URGENT — Customer Locked Out of Her Bag
This is the highest-priority CS scenario. A customer who cannot open her bag needs a human response immediately — not within 24 hours.
What triggers this:
Any message containing phrases like "can't open", "won't open", "locked out", "fingerprint not working", "bag won't unlock", "can't get in", or similar.
What the AI does — Step 1 (first message):
The AI attempts to resolve with the full troubleshooting sequence, in this order:
1. Try Remote Unlock — open the Rachel Bloom app → select your bag → tap Unlock
2. If the battery might be dead — find a Micro-USB or USB-C charger (depending on bag version) and charge for a couple of minutes, then try opening via the app or fingerprint again
What the AI does — Step 2 (still can't open):
If the customer replies and is still locked out, or if the AI cannot resolve on the first attempt, it immediately escalates. The customer receives:
"I completely understand how frustrating this must be, and I am so sorry you are having difficulty accessing your bag. I am escalating this to Rachel personally right now — she will be in touch with you directly within the next few hours."
What you and Rachel receive — immediately:
An urgent email with subject [URGENT] Customer locked out of bag — [Customer Name] containing the full conversation, the customer's email address, and a direct link to the ticket. This fires to both saul@rachelbloom.com and rachel@rachelbloom.com the moment escalation triggers.
What Rachel or Saul must do:
Contact the customer directly by email within 2 hours. Do not wait for them to reply again. Offer an immediate solution — remote unlock via app, express replacement if the lock is faulty, or a video call walkthrough if needed. This customer must not go to sleep locked out of her bag.
Ticket Statuses Explained
Open — New ticket, not yet handled
AI Handled — AI replied successfully, customer should be satisfied
Needs Review — AI escalated, requires human response within 24 hours
Resolved — Manually marked as closed by team, or auto-resolved by AI after 48 hours with no customer reply
Auto-Resolve — How It Works
Every night at midnight UTC, a scheduled function automatically resolves AI-handled tickets where the customer has not replied within 48 hours. This keeps the inbox clean without manual effort.
Auto-resolved tickets are marked with assigned_to = auto_resolved_by_ai so you can identify them in the dashboard. If a customer replies to an auto-resolved ticket, it will re-open as a new ticket automatically.
How to Use This Dashboard
AI Handle — Triggers the AI to read and reply to the selected ticket immediately
AI Draft — AI writes a suggested reply into the reply box for you to review and edit before sending
Macros — Pre-written reply templates for common queries
Internal Note — Add a private note visible only to the team, not the customer
Escalate — Manually escalate to Needs Review and notify the team
Resolve — Mark ticket as closed
Send Survey — Sends a one-question CSAT satisfaction survey to the customer
Live Chat — View real-time chat sessions from the Ask Rachel widget on rachelbloom.com
AI Tone & Brand Voice
The AI always writes in Rachel Bloom brand voice: warm, premium, confident. Never robotic. Always addresses customers by first name. Signs off as "The Rachel Bloom Team". Never mentions it is an AI unless directly asked. Never mentions competitors or internal systems. Replies are concise but complete — no unnecessary padding.
Key Contacts & Login
CS Dashboard: cs.rachelbloom.com
CS Email: help@rachelbloom.com
Saul: saul@rachelbloom.com
Rachel: rachel@rachelbloom.com
Returns: returns.rachelbloom.com
Order tracking: rachelbloom.aftership.com