VIP concierge follow-ups in Gladly for big Shopify orders

When a new order comes in from Shopify, treat any high-value order as a VIP and kick off a white-glove concierge follow-up. Use a Shopify new-order webhook as the trigger. At the top of the workflow, define a clearly labeled VIP order threshold (default: 250 in the store's currency) so it is easy to change. Only continue when the order's total value is at or above that threshold; otherwise stop and do nothing.

From the order, capture the customer's email address along with the order number, total value and currency, and the list of items purchased. The customer email is what links the order to the customer's support record.

Look the customer up in Gladly using Find Customers with that email. Gladly emails are unique per customer, so expect at most one match. If no customer is found, note that this buyer is new to support and continue without support history.

If a customer is found, pull their recent support history with List Customer Conversations. Review the timeline and identify any conversation that is currently open or was recently closed without being fully resolved. If one exists, treat it as the single most important thing to surface and lead with it everywhere below.

Create a concierge follow-up task in Gladly with Create Task. Give it a clear title that marks it as a VIP order follow-up, and include a short brief in the body: the order value and items, a one or two line summary of any recent support issues, and three or four suggested talking points the concierge can lead with. If the customer has an open or recently unresolved conversation, put a prominent callout at the very top of the task (for example a line that starts with an alert marker) so whoever picks it up addresses that issue before anything else.

Post a heads-up to a VIP Slack channel with Send a Message. Define the target channel as a clearly labeled setting at the top of the workflow so it is easy to change. The message should name the customer, the order value and key items, and a one-line reason they matter. If they have an open or recently unresolved support conversation, call that out prominently at the top of the message so the team sees it first.

Keep two things easy to change: the VIP value threshold and the Slack channel. Everything else can stay as sensible defaults.