VELLIX FIELD NOTES
Clearer support replies start with a useful review.
Practical guides for the people writing and reviewing customer support messages.
A pre-send reply checklist for Gorgias support teams
A practical checklist for reviewing Gorgias support replies before sending, with a fictional example and a guide to using Vellix for the wording review.
Customer support tone: be helpful without overpromising
Practical wording examples for uncertain delivery, refund and investigation updates, with a Vellix review step for Gorgias support teams.
How to personalize a Gorgias macro reply
Turn a saved Gorgias macro into a reply that answers the actual question. Includes a worked example and a Vellix wording-review step before sending.
How to review an AI-suggested support reply
Two worked examples of accepting or rejecting a suggested rewrite, with a Vellix wording-review step for Gorgias support teams.
How to evaluate a support writing assistant
A manual trial worksheet for Gorgias teams: record wording quality, whether suggestions were used and what would justify continuing with Vellix.
How to ask a customer for the information you need
Turn a vague support request into a specific question, a clear reason and an easy way to reply, with a Vellix wording-review step in Gorgias.
How to answer several customer questions in one reply
Map each customer question to an answer or a clear next action, then review the wording with Vellix without losing part of the reply.
How to shorten a support reply without losing the answer
Cut repetition and wordy phrases from a complete support draft while preserving the answer, important limits and next action.
How to reply to an angry customer without sounding defensive
Replace blame and rebukes with a clear answer to the customer’s concern, then use Vellix to review the wording while keeping the response decision yours.
How to apologize for a confirmed support mistake
Name the mistake, take ownership and explain the approved corrective action. Use Vellix to review an apology draft without changing the facts or remedy.
How to explain a support policy decision clearly
State the decision, explain how the rule applies and offer an approved next step. Use Vellix to review the wording while keeping policy decisions with your team.
What to check when a Gorgias writing assistant reads the wrong text
Check the reply body, conversation and reply type before using a writing suggestion in Gorgias. Follow a practical input checklist and see where Vellix fits.
What to check when a suggested reply does not replace your Gorgias draft
Distinguish a writing suggestion, a copy action and the final Gorgias reply. Use a practical replacement checklist and see where Vellix fits.
How to check links and formatting after rewriting a Gorgias reply
Check link destinations, useful link text and the final layout after a Gorgias rewrite. Use a worked comparison and see where Vellix fits.