E-commerce
July 1, 2026
A digital gift must reach the right recipient, at the right time, with a usable code. When the email doesn't arrive, the code seems invalid, or the wrong recipient was entered, the customer wants a quick response.
The chatbot can check the delivery status, explain deadlines, guide verifications, and forward sensitive corrections. It must remain cautious, as a gift code has financial value.
This guide explains how to manage digital gifts with an AI chatbot, from sending to usage.
Summary
Why are digital gifts sensitive?
A digital gift is often linked to an occasion: a birthday, a thank you, a celebration, or a last-minute emergency. If the email does not arrive, the gifting experience is compromised.
The code also holds value. Therefore, the chatbot must avoid displaying or sending a code without sufficient verification.
A digital gift must be treated like an order and as a store of value.
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Which requests should be recognized?
Frequent inquiries concern unreceived emails, the wrong recipient, scheduled sending, invalid codes, balances, expiration dates, activation, and resending messages.
The bot must distinguish the buyer from the recipient. They do not always have access to the same information.
How to check if it was sent?
The bot must verify the order, the recipient's email, the sending date, the delivery status, and any email bounces. It can also remind to check spam or promotions.
It must mask the full address if necessary and avoid revealing a code to an unverified person.
What should I do if the address is incorrect?
If the recipient's email contains an error, the correction depends on the status of the code: sent, not sent, used, or unused. The bot must not promise a resend before verification.
It can forward the request with the order, the masked incorrect address, the new address according to secure procedure, and the status of the code.
This step protects both the buyer and the recipient. A code sent to the wrong address may have already been viewed, which completely changes how the problem is resolved.
How to handle an invalid code?
A code may seem invalid because it is incorrectly copied, expired, already used, not activated, or applied to an ineligible product. The bot must check these causes before drawing a conclusion.
If the code has financial value, the details must be shared with caution and often transferred to an agent.
Which flow to follow?
The flow must secure the gift and its recipient.
Identify whether the request comes from the buyer or the recipient.
Check the order, email, shipping status, and code status.
Guide through simple verifications: spam, delivery delay, code copy.
Explain the limits of resending, correction, or activation.
Forward address changes, used codes, or disputes.
Which messages should be used?
For an email not received: "Check the spam folder and the address used. I can also submit a request to verify the sending."
For an incorrect recipient: "The correction depends on the status of the code. I will submit the request for verification."
For an invalid code: "The code may be expired, already used, or entered with an error. I can help verify the status."
When to transfer?
Transfer is necessary if the code was sent to the wrong recipient, if the code is used but disputed, if the buyer requests a resend, or if a financial value is at stake.
The bot must transmit the order, the gift type, the masked email, the dispatch status, the code status, and the exact request.
Which KPIs should be monitored?
Track failed emails, bounces, recipient errors, invalid codes, already used codes and resolution times.
This data shows if the digital gift purchase is clear enough when entering the recipient.
Which mistakes should be avoided?
Avoid displaying a code without verification, sending a gift to a new address without checking, or ignoring the difference between the buyer and the recipient.
The chatbot must resolve issues quickly, but still protect the value of the gift.
How can Qstomy help?
Qstomy can use the customer, order, and delivery context to provide clear answers, and then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without exposing unnecessary data or promising an unverified action.
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DGIFT-BOT Checklist (12 steps)
Validate DGIFT-SUP #419 + DGIFT-MAP published /pages/digital-gifts
Export DGIFT-MAP JSON → bot glossary
Configure 12 intents bot_dgift_* section 3
Implement flow DB-1 to DB-8 + Shopify timeline read
Activate guardrails no full code + spam first + auth
Route dgift vs #358 confirmation vs gift-card balance
Thank-you widget placements + /pages/digital-gifts T4
Triggers T1-T3 D+1 email + handoff fields DB-8
Staging tests 8 scenarios: sent+spam, scheduled future, never sent, code invalid, wrong recipient handoff, buyer copy, chargeback P1, route gift-card
Gift status portal deep links + resend_count tag
Weekly dgift_bot KPI dashboard + code leak audit
A/B T1 thank-you proactive vs passive 4 weeks peak
In short
#420 = bot dgift lookup, #419 agents resend reissue
DGIFT-MAP grounded: delivery, validity, resend limit
DGIFT-BOT: auth → delivery verify → spam/resend/handoff
No full code ever: last4 only in chat
KPI dgift_bot_resolution: target > 78% post-fix
FAQ
Difference with #419?
#419 customer service agents resend LMS extension. #420 bot status spam lookup pre-filled handoff.
Does the bot resend the full code?
No. Last4 + resend email trigger or handoff #419. DGIFT-BOT rule 3.
Scheduled email not sent yet?
bot_dgift_scheduled_check mentions date. No premature resend. Email modification → wrong_recipient handoff.
Recipient vs buyer auth?
Buyer order_id + buyer email. Recipient OTP match recipient field.
Card balance at checkout?
bot_dgift_route_gift_card → gift-card balance bot article.
Go further
This week: sync DGIFT-MAP bot, configure DB-5 delivery lookup staging, test spam-before-resend flow, activate T1 thank-you widget.
Share this guide #420 with support and ops: a well-calibrated gift status bot prevents the chargeback that gets filed before the agent even opens Shopify.
2nd resend requested?
Handoff #419 DG-7 agents. Bot max 1 resend rule 5 DGIFT-BOT.
Enzo
July 1, 2026
