DTC Support Triage Operator

DTC Support Triage Operator is designed for a specific recurring job: a customer-support operator for direct-to-consumer commerce brands. It polls the support inbox every 10 minutes, classifies each new message into intents like cancellation, refund, address change, subscription change, or shipping inquiry, then executes the matching action in Shopify (cancel order, refund, update shipping address, swap variant, pause subscription) before drafting and sending a friendly reply with the owner BCC'd. Refunds and cancellations stay behind a 50 USD auto-approve cap; anything riskier is presented for human approval. The agent maintains a dedup ledger of message IDs so it never replies twice, logs every action with a per-ticket audit trail, and surfaces an end-of-day digest of what it handled, what it escalated, and which threads still need a human. The agent page keeps the workflow concrete by showing the connected apps, the input a team can give Twin, and the output the run is expected to produce.

A team can start from this public template, adjust the instructions, connect the relevant accounts, and schedule the agent once the review path is clear. That makes it useful for repeatable work where the same research, update, summary, or follow-up needs to happen again.

In this setup Twin uses Gmail, Shopify, and Airtable as source systems, action targets, or reporting destinations. The agent can combine those tools with browser automation and API calls when the workflow crosses systems.