UKLASH's AI agent keeps 1 in 8 customers who try to cancel
In plain words
UK lash brand UKLASH let its AI agent process cancellations itself, offering a pause or skip first.
What happened: 1 in 5 cancellations is handled by AI, and about 12–13% of those people stay.
Source: gorgias.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Look at why people cancel and pick the 2 best offers (pause, skip, swap).
- 2
Pick 1-2 actions it may take on its own (e.g. order lookup, address change) and set the limits.
- 3
Connect Gorgias AI Agent to your store or back office and paste the prompt below.
- 4
Test each action on 30 real cases with a human checking.
- 5
Turn it on, track automation rate and CSAT weekly, add the next action.
The instructions to give the AI
Paste this into Gorgias AI Agent (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
A customer wants to cancel their [product] subscription. Ask why in one short question. Offer one option that fits: skip next order, pause for [x] weeks, or change frequency. If they still want to cancel, cancel it, confirm, and thank them. Never push twice.
[Highlighted] = replace with your own details before you run it.
What you should get back: "Before you go — want to skip next month's serum instead? You'll keep your 20% discount."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Gorgias AI Agent
You could use: Gorgias AI Agent
- Gorgias AI Agent
Helpdesk + AI agent for online stores; looks up orders and handles returns.
From $40/mo (Starter, incl. small AI allowance) · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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