The problem

Around 60% of Pollen’s support inbox was some version of “where is my order?” Answering each one meant opening Shopify, finding the tracking number, checking the courier’s site and writing a reply. Two people spent most of their week on it, and during launches replies took up to a day.

What we built

An agent in n8n reads each new Intercom conversation and decides whether it’s an order-status question. If it is, it looks up the order in Shopify, checks the latest courier event and writes a draft in Pollen’s tone of voice. The draft shows up in Intercom as a note, and someone on the team approves or edits it before it goes out.

Anything about refunds or allergic reactions skips the agent entirely and goes straight to a person.

The result

68% of order-status emails now get a usable draft. The team sends most of them unchanged and edits about one in eight. Median first response time went from 9 hours to 14 minutes.