Frequently asked questions

wrrk is a done-for-you customer service team for brands. Real people handle the moments that matter, AI agents handle the routine work, and senior CX operators improve the systems both run on.

More than 10 years. In that time we've helped more than 10 million customers.

Three: Care, Automate and Operator projects.

• Care: brand-trained human experts who answer your customers. We hire, train, QA and handle scheduling.
• Automate: AI agents we build, train and maintain for you. We handle 100% of your support, with 30–80% automated.
• Operator projects: senior CX operators who fix your policies, SOPs, help center, integrations and the other systems behind support.

No. Use any of them on its own, or bundle them.

We have a 5.0-star rating from 44 reviews on the Gorgias partner directory.

One full ticket, however many replies it takes. Spam tickets don't count.

Yes, $500 a month.

Yes. It's a one-time fee of $500 per agent.

Book a demo and we'll quote it.

No. Contracts are month to month, and you can cancel with 30 days' notice.

About 2 weeks for a new brand to go live.

Your SOPs are yours to take with you. You can also keep using the AI tooling on its own, without a wrrk contract.

Email, chat, phone, voicemail callbacks, social, Instagram, WhatsApp, TikTok Shop and Amazon Seller Central.

No. The per-resolution Care plan covers email, social, Instagram, WhatsApp, TikTok Shop, Amazon Seller Central and voicemail callbacks. Chat and phone are handled by a dedicated team.

Low-volume, email-only plans are covered Monday through Friday. A dedicated team can work any schedule you need.

English.

Our Care teams are brand-trained experts in the USA or the Philippines. With a dedicated team, you choose which.

Yes. Our people take on non-ticket work, like updating a spreadsheet, calling a warehouse to stop a shipment, or running a multi-step process across several systems.

No. Our human experts start working in whatever systems you use today, such as Gorgias, Zendesk or Shopify.

On Intra, our own platform, or inside the helpdesk you already use. We build the integrations the agents need to work inside your stack.

No. We start with people and automate from there:

1. Our human experts step into your queue and systems on day one.
2. We work each ticket type hundreds of times, write down how it should go, and train AI agents on it.
3. The AI drafts the reply and the actions behind it. A person sends it, or corrects it and teaches the AI what to do next time.
4. As each ticket type proves out, the AI handles more on its own. People stay on everything that needs a human.

It depends on your volume. We handle each ticket type by hand until the numbers show the AI gets it right, so the ticket types you see most get there first.

We handle all of it, and 30–80% is automated.

It's trained on your brand guidelines, voice rules, past tickets and feedback.

Each reply draws on the customer's past conversations, open tickets and order history.

Yes. The AI flags delayed shipments, failed payments and back-in-stock items, so your team can reach out first with an update, a fix or good news.

You do. Move a ticket type to AI or keep it with people in a few clicks.

That's your call. AI takes the routine work, and people stay on everything that needs a human, whether that's your team, ours, or both.

A person approves the AI's work until each ticket type is proven, and our team handles anything the AI can't.

Operators are senior CX leaders who have built and run support teams. They do the work alongside your team. Add them to your Slack for advice on policies, systems and best practices, and when something needs building, they scope it and get it done.

Returns and warranty policy, help center and macros, helpdesk setup, routing and automations, integrations, QA programs, peak-season planning, and AI readiness.

Book a call with our team.