I connected Kryotta's Auto routing to my Shopify inbox
I run customer support for two Shopify stores—one sells refurbished turntables and vintage audio gear, the other sells organic dog treats. Both brands do about $18K a month, mostly US customers, some Canada. I answer fifty to seventy emails a week: product questions, shipping updates, refund requests, the occasional complaint about a package that arrived crushed.
For two months I used Claude Sonnet 4.5 for everything. It wrote good replies. But I was paying for a model that could explain quantum mechanics to answer "Do you ship to Alaska?" I knew faster models existed—Gemini Flash, DeepSeek, the new Amazon Nova Lite—but switching manually meant reading the email, deciding which model fit, opening a new chat, pasting context. Easier to overpay and stay in one window.
Then I tried Kryotta's Auto routing. You paste the email, Auto picks the model, you get a reply in four seconds instead of twelve. I ran a hundred customer emails through it over two weeks, tracked which model it chose for each type of message, and compared the output to what I would've written. One time I overrode it and used Compare instead, because the email was ambiguous and I wanted to see three models' takes before I sent anything.
Here's what Auto picked, what it cost, and whether I'd trust it again.
Refund requests went to Gemini Flash 100% of the time
Auto routing sent every refund email to Gemini Flash. Not Flash Lite, not Sonnet—Flash. I tested this with twelve refund requests ranging from "I ordered the wrong size" to a three-paragraph complaint about a turntable that arrived with a bent tonearm and a scratch on the plinth.
Flash handled all of them. It matched our refund policy (no returns on opened dog treats, full refund on damaged electronics within thirty days), wrote an apology that sounded human, and gave clear next steps. The replies were 60–80 words, always under ten seconds, and cost about $0.002 per email. Sonnet would've cost $0.018 for the same output.
One example: a customer in Portland bought a $340 Technics turntable, claimed it skipped on the first record. I pasted his email into Auto. Flash wrote a reply that acknowledged the problem, explained our return process, offered a prepaid FedEx label, and asked if he'd tried adjusting the counterweight—because sometimes it's user error and we can save the return. I sent it verbatim. He adjusted the weight, it worked, no return needed. Flash saved me $28 in shipping and an hour of back-and-forth.
Product questions split between Flash and Nova Lite
Auto sent simple product questions to Nova Lite and detailed spec questions to Gemini Flash. I couldn't predict which it would choose until I saw the output, but the pattern made sense once I tracked twenty examples.
Nova Lite got questions like "Do the dog treats have grain?" or "What's the warranty on the turntable?" One-sentence answers, pulled from the product description I pasted as context. Flash got questions like "I have a Marantz 2230 receiver and Klipsch Heresy speakers—will the Technics SL-1200 match the impedance, and do I need a preamp?"
Flash wrote a three-paragraph reply that explained the impedance was fine, the SL-1200 has a built-in preamp you can bypass, and suggested he try it with the preamp on first because the Marantz phono stage is forty years old and might hum. The customer replied "thanks, ordered." Nova would've said "yes, it's compatible" and left money on the table.
Cost difference: Nova Lite was $0.0008 per reply, Flash was $0.002. For a question that led to a $420 sale, I'll pay the extra tenth of a penny.
Complaints and apologies always got Sonnet
The moment Auto saw words like "disappointed," "unacceptable," or "I want to speak to a manager," it routed to Claude Sonnet 4.5. I had eight of these over two weeks. One was a customer who received a bag of dog treats with a torn seal. One was a guy who ordered a turntable as a Christmas gift, we shipped it late, and it arrived December 27th. One was a two-paragraph email that started with "I've been a loyal customer for two years" and ended with "I'm reporting you to my credit card company."
Sonnet wrote apologies that acknowledged the specific failure, took responsibility without over-explaining, offered a solution, and closed with a sentence that felt like a real person wrote it. The late-turntable guy got a reply that said "We missed the date, that's on us. I'm refunding the shipping cost and sending a $25 store credit. I'm sorry we messed up your gift." He used the credit four days later.
The torn-seal customer got a reply that explained we vacuum-seal every bag before it leaves the warehouse, offered a full refund or replacement, and asked if she wanted to send a photo so we could check with our packaging supplier. She sent the photo. The seal had a one-inch tear near the top but the inner bag was intact. Sonnet's reply had already said "if the inner bag is fine, the treats are safe," so she kept them and took the $8 refund. No escalation, no chargeback.
Sonnet costs $0.015 to $0.025 per reply depending on length. For a message that prevents a chargeback or keeps a repeat customer, I'll pay it.
Shipping updates went to DeepSeek V3
I didn't expect this. Auto routed "where's my order?" emails to DeepSeek V3 about 70% of the time, occasionally to Gemini Flash. DeepSeek wrote replies that checked the tracking number, explained the current status in plain language, and gave an estimated delivery date. If the package was delayed, it added one line like "USPS is running two days behind in your area—if it's not there by Friday, reply and I'll investigate."
DeepSeek was fast (six seconds) and cheap ($0.001 per reply). The replies were fine. Not great, not bad—fine. They answered the question, included the tracking link, didn't sound like a bot. I sent fifteen of them without editing a word.
One case where I did edit: a customer's package showed "delivered" but she hadn't received it. DeepSeek wrote a reply that said "the tracking shows it was delivered to your front door at 3:42 p.m. on Tuesday." Technically accurate, but it sounded like I was calling her a liar. I added a sentence: "If you didn't receive it, let me know—sometimes carriers mark it delivered early, or a neighbor grabbed it by mistake. I'll open a claim with USPS if it doesn't turn up by tomorrow." She replied six hours later: her husband had brought it inside and forgot to tell her.
The one time I used Compare instead of Auto
A customer sent an email that could've been a complaint, a product question, or a compliment—I genuinely couldn't tell. She wrote: "I bought the salmon dog treats for my corgi. He ate the whole bag in two days. I don't know if that's normal or if I should be worried. They smell really strong. Do other dogs do this?"
Auto routing picked Gemini Flash. Flash wrote a cheerful reply that said "dogs love them because they're freeze-dried salmon, no fillers! The smell is normal. If your corgi ate the whole bag in two days, you might want to use them as training treats instead of leaving the bag out."
I didn't send it. The email had a tone I couldn't place—was she asking for advice, or was she implying the treats were too smelly and her dog ate them because he was starving? I opened Compare, pasted the email into Claude Sonnet, Gemini Pro, and DeepSeek V3, and read all three replies side by side.
Sonnet picked up on the ambiguity. It wrote: "Corgis are food-motivated, so eating a whole bag in two days isn't unusual—but it's a lot. The strong smell is from the freeze-dried salmon, which is concentrated. If you're worried about the speed, try using them as occasional treats instead of leaving the bag accessible. If he's acting normal otherwise, he's probably fine."
That's the reply I sent. She wrote back: "That makes sense, thanks. I left the bag on the counter and he's a counter-surfer." Sonnet read the subtext. Flash didn't.
Compare costs nothing extra—it runs all three models at once and you pick the best output. I use it maybe twice a week, always for emails where the tone or intent isn't obvious. Auto handles the other 95%.
What Auto routing actually saved me
Before Auto, I spent about six hours a week on customer emails. I'd read the message, decide if it needed a careful reply or a quick one, open Claude or Gemini, paste the email, edit the output, send it. Maybe forty emails a week at eight to ten minutes each.
With Auto, I'm down to four hours. I paste the email, Auto picks the model, I skim the reply, I send it. The time savings aren't dramatic—two hours a week—but the cognitive load is gone. I'm not deciding which model to use, I'm not second-guessing whether Flash is good enough or if I should've used Sonnet. Auto makes the call, I review the output, done.
The cost savings are bigger than I expected. Running everything through Sonnet was costing me about $1.80 a week ($0.018 per email × forty emails). Auto routing costs about $0.40 a week because it sends most messages to Flash, Nova Lite, or DeepSeek. Over a year that's $140 versus $32. Not life-changing, but it pays for the Kryotta subscription and leaves money for the Compare feature when I need it.
When I'd still use Compare over Auto
Auto routing works for 95% of my inbox. The other 5% are emails where I need to see multiple models' interpretations before I commit to a reply. Complaints that might escalate. Refund requests where the customer's story doesn't match the tracking info. Product questions from someone who's clearly done research and will notice if I get a spec wrong.
For those, I use Compare. I paste the email, read Sonnet's reply, read Gemini's reply, read DeepSeek's reply, and pick the one that matches the tone I want. Sometimes I Frankenstein two replies together—Sonnet's opening, Gemini's middle, my own closing line. Compare shows you all three outputs in one window, so you're not tabbing between chats or losing context.
Auto is faster. Compare is safer. I use Auto by default and Compare when the stakes are high or the email is weird.
Questions people ask
Does Auto routing work if you're not using Shopify?
Yes. I connected it to my Shopify inbox using Kryotta's Gmail connector, but Auto works with any email or text you paste. If you're on Etsy, WooCommerce, or answering Instagram DMs, you can copy the message into Kryotta and Auto will route it the same way.
Can you override Auto and pick the model yourself?
Yes. Auto is a suggestion, not a lock. If it picks Flash and you want Sonnet, you click the model dropdown and switch. I override it maybe twice a week, usually when I know the email needs a careful tone and I don't trust a fast model to get it right.
Does Auto routing get better over time, or is it the same for everyone?
It's the same routing logic for everyone right now—it's not learning from your corrections or adapting to your preferences. It picks the model based on the email's length, complexity, and keywords. If Kryotta adds personalized routing later, I'll use it, but the current version works well enough that I haven't felt the need.
What happens if Auto picks a model that's too slow or too expensive?
You can set a default model in your workspace settings, and Auto will respect that as the ceiling. If you never want to pay for Sonnet, you can cap it at Flash or DeepSeek. I haven't done this because the expensive models only trigger for complaints, and those are worth the extra two cents.
I'm still using Auto routing for every customer email. It's not perfect—I override it occasionally, and I still use Compare for the ambiguous cases—but it's cut my decision fatigue in half and saved me $108 a year in model costs. If you're answering Shopify emails and you're tired of guessing which AI to use, try Auto routing in Kryotta and let it make the call for a week. You'll know by email thirty whether it's worth keeping.
