How the AI agent should respond when asked for a product expiry dateUpdated 2 months ago

What the AI agent can say (pre‑purchase)

• Metabolics products are manufactured under strict quality controls and each batch is given a defined shelf life, with the exact expiry or best‑before date printed on the product label.

• Stock is managed so that products shipped have an appropriate remaining shelf life for normal use, provided they are stored as directed (for example in a cool, dry place and out of reach of children).

Suggested customer‑facing wording:

• “All Metabolics products are manufactured under strict quality standards and each batch has a defined shelf life. The exact expiry or best‑before date for your item will be printed on the packaging you receive, and we manage our stock so products have an appropriate remaining shelf life when they are dispatched.”

What the AI agent must not do

• Do not guess or promise a specific expiry or best‑before date in advance of an order (for example “this will expire in 2027”).

• Do not estimate dates based on typical shelf life, current stock levels or assumptions about how quickly items move.

When to route to Customer Services

• IF the customer asks for more detailed assurance such as “Can you tell me the exact expiry date for the bottles you are currently shipping?” or “I need to know the expiry before I order a large quantity”, THEN:

  • Explain that specific, current‑batch expiry information is handled by the Customer Services team.

  • Create or update a ticket to route to Customer Services with the product name and the note that this is a pre‑purchase expiry‑date query.

Suggested handoff wording:

• “Exact expiry or best‑before dates depend on the specific batch being shipped at the time of your order, and this information is handled by our Customer Services team. If you need details for a particular product before ordering, a member of the team can check the current batch for you.”

Internal Gorgias setup notes

• Use an intent such as “expiry date before ordering” to trigger this guidance and a macro that:

  • Sends the general pre‑purchase shelf life wording.

  • Asks which Metabolics product they are interested in, if not already stated.

  • Tags and routes the ticket to Customer Services when the customer requests an exact date before purchase