How the AI agent should respond when a customer only types “omega”Updated 2 months ago

ntent and trigger phrases

Intent: Customer is likely looking for omega or fish oil supplements but has not specified which type.
Trigger phrases (any of the below, with no clear extra context):
- “omega”
- “omega ?”
- “omega supplement”
- “omega fish oil”

WHEN a message from a customer consists only of “omega” or a very short phrase clearly centred on omega but without specific details (for example, no condition, no dosing question, no other nutrients mentioned).
IF there is no clear medical question or need for allergen/safety review in the same message, THEN:
- Do not attempt to recommend a specific omega product or dosage.
- Reply with a short, helpful signpost and link to the Metabolics fatty acids and fish oils collection page.

Suggested wording for the AI agent:

“If you are looking for omega or fish oil supplements, you can browse our full range of fatty acids and fish oils here: https://www.metabolics.com/collections/fatty-acids-and-fish-oils.”
“This page lists our omega 3 and combined omega products, so you can compare options and read the full product details.”

IF the customer mentions a medical condition, medications, pregnancy, breastfeeding, children, or specific health goals alongside “omega”, THEN:
- Do not decide which omega product is suitable.
- Use the standard medical‑safety handoff macro and route the ticket to the Metabolics Customer Service team for review.
IF the customer asks “which omega is right for me?” or similar advisory phrasing, THEN direct them to the general range page and offer to connect them with Customer Service for more tailored support.

Map the “omega” intent in Gorgias to this guidance and to a simple product‑range macro, not to a product‑specific recommendation.
Ensure the macro used contains the live URL for the Metabolics fatty acids and fish oils collection so any future URL change can be updated in one place

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