Published 14 Feb 2026 · Last reviewed 30 Apr 2026
DecodeAge
Industry
Health & Wellness · D2C E-commerce
Client
DecodeAge
Integration
Shopify Admin API (real-time order data)
Products Used
Service Cloud, Agentforce
DecodeAge is a science-backed longevity and anti-aging supplement brand. Techila implemented Salesforce Agentforce with Shopify integration to automate order support and FAQ resolution across the buyer journey.
DecodeAge is a science-backed longevity and anti-aging D2C supplement brand. Techila Global Services — a Salesforce Summit Partner — implemented Agentforce on Service Cloud, integrated with Shopify via the Shopify Admin API for real-time order data, to automate FAQ resolution, order-status lookups, and intelligent escalation to human agents with preserved context. The programme replaced manual ticket-handling with AI-led tier-one support and shortened resolution times across the customer base.
[ At a glance ]
- Client
- DecodeAge — D2C longevity & anti-aging supplements
- Industry
- Health & Wellness · D2C E-commerce
- Products used
- Salesforce Service Cloud · Agentforce
- Integration
- Shopify Admin API (real-time order data) · Salesforce Help Centre
- Key outcome
- AI-led tier-one support, shorter resolution times, agents focused on complex cases
- Provider
- Techila Global Services · Salesforce Summit Partner
01
The Brief
3 challenges
Before this engagement, DecodeAge customers struggled to navigate the FAQ portal and had to dig through the storefront for order details. Tier-one support was fully manual — every complaint required a human agent — which created long resolution times, unanswered queries, and visible drag on the customer experience.
Customers were redirected to a FAQ portal where they struggled to find the right articles, leading to unresolved queries and reduced post-purchase satisfaction.
Customers had to manually navigate the Shopify storefront to access order details, causing frustration and increased inbound support volume for order-status questions.
No automated chat system was in place — every customer query required manual agent handling, creating long resolution times and a growing backlog of unanswered tickets.
02
The Approach
Solution
Techila stood up Agentforce on Service Cloud as the customer-facing AI agent, migrated the existing FAQ knowledge into the chatbot, and integrated Agentforce with the Shopify Admin API so the bot can look up real-time order status. A context-preserving escalation flow hands the conversation to a human agent — with callback scheduling — when the query exceeds the agent's confidence.
Agentforce chatbot trained on DecodeAge's FAQ knowledge base — migrating existing knowledge articles into the agent to deliver instant, accurate responses to common longevity and supplement queries without human involvement.
Shopify Admin API integration with Agentforce — enabling the chatbot to retrieve real-time order status, shipping details, and fulfilment information directly, without customers needing to navigate the storefront.
Context-preserving escalation flow to human Service Cloud agents — with callback scheduling — when the query exceeds the AI agent's confidence threshold, ensuring no customer is left without a resolution path.
03
Stack & Tools
04
Impact
Customers now get instant resolutions on the most common queries, with order-status answers available 24/7 without navigating the storefront. The human service team has been freed from repetitive tier-one work and reallocated to genuinely complex cases, lifting both customer satisfaction and operational efficiency.
Customers receive instant responses to common FAQ and order queries — 24 hours a day — reducing post-purchase frustration and improving the overall support experience.
Automated chat support significantly reduced response times, freeing the human service team from repetitive tier-one queries and reallocating agent capacity to complex cases.
The Agentforce chatbot reduced the volume of repetitive queries handled by human agents, improving operational efficiency and lowering support cost per ticket.
Streamlined support and 24/7 order visibility improved customer engagement and contributed to higher retention and repeat purchase rates.
“Tier-one support runs itself now. Our customers get instant, accurate answers on FAQs and order status, and our human agents finally have time for the cases that genuinely need them.”
— Customer Operations Lead · DecodeAge
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Explore→Agentforce Pilot Kit
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