Insulated vs shell identification — Version History
Comparing v1 v2 +54 · −54
Updated by Jeppe
Published by Jeppe
Instructions +53 · −53
−This skill walks the customer through identifying whether a product is insulated or shell.
−
−**The check**
−
−1. **Look at the care label** (NOT the hang tag)
−2. Check the materials section
−3. **If "Padding" or insulation material is listed** → product is **insulated**
−4. **If "Padding" is not listed** → product is **shell only**
−
−This is the most reliable check.
−
−**Why care label, not hang tag**
−
−EAN (European Article Number) and SKU codes were moved from hang tags directly onto the **care label** in recent seasons. Reasons:
−- Improved warehouse handling (hang tags can be removed or swapped)
−- Reduced material waste
−- Better customer support — product ID stays on the care label even if tags are missing
−
−For the customer: if the hang tag is missing, the care label still has all the product info.
−
−**What "insulated" usually means**
−
−- Built-in insulation, typically 40–60gsm in body, 40gsm in sleeves (for jackets)
−- 40gsm in legs (for pants)
−- All-in-one warmth + weather protection — no need for extra layers
−- Heavier than shell
−
−**What "shell" usually means**
−
−- No insulation
−- Lightweight + packable
−- For layering with own base + mid-layer system
−- More flexibility in warmth management
−
−**3-in-1 systems**
−
−Some insulated jackets come as 3-in-1 with removable insulation panels:
−- Jacket only (shell)
−- Jacket with insulation
−- Customisable
−
−**How to handle the conversation**
−
−1. "Is my jacket insulated?" → walk through the care label check.
−2. "I don't have the hang tag anymore, can I still tell?" → yes, the care label has all product info including EAN / SKU. Walk through the padding check.
−3. "What's the gsm of the insulation?" → if customer wants exact gsm and it's not on the care label, direct to the product page or escalate.
−4. "Should I get insulated or shell?" → that's a different question (sizing / fit / which-product-to-buy). Escalate so the right teammate can advise.
−5. "My jacket says 'Padding' but I thought it was a shell" → the padding listing means insulated. If they're unsure, escalate.
−
−**Escalate to a human agent when:**
−- Customer wants product-specific gsm details not on the care label
−- Care label is illegible or damaged
−- Customer suspects mislabeled product (rare — agent investigates)
+This skill walks the customer through identifying whether a product is insulated or shell.
+
+**The check**
+
+1. **Look at the care label** (NOT the hang tag)
+2. Check the materials section
+3. **If "Padding" or insulation material is listed** → product is **insulated**
+4. **If "Padding" is not listed** → product is **shell only**
+
+This is the most reliable check.
+
+**Why care label, not hang tag**
+
+EAN (European Article Number) and SKU codes were moved from hang tags directly onto the **care label** in recent seasons. Reasons:
+- Improved warehouse handling (hang tags can be removed or swapped)
+- Reduced material waste
+- Better customer support — product ID stays on the care label even if tags are missing
+
+For the customer: if the hang tag is missing, the care label still has all the product info.
+
+**What "insulated" usually means**
+
+- Built-in insulation, typically 40–60gsm in body, 40gsm in sleeves (for jackets)
+- 40gsm in legs (for pants)
+- All-in-one warmth + weather protection — no need for extra layers
+- Heavier than shell
+
+**What "shell" usually means**
+
+- No insulation
+- Lightweight + packable
+- For layering with own base + mid-layer system
+- More flexibility in warmth management
+
+**3-in-1 systems**
+
+Some insulated jackets come as 3-in-1 with removable insulation panels:
+- Jacket only (shell)
+- Jacket with insulation
+- Customisable
+
+**How to handle the conversation**
+
+1. "Is my jacket insulated?" → walk through the care label check.
+2. "I don't have the hang tag anymore, can I still tell?" → yes, the care label has all product info including EAN / SKU. Walk through the padding check.
+3. "What's the gsm of the insulation?" → if customer wants exact gsm and it's not on the care label, direct to the product page or escalate.
+4. "Should I get insulated or shell?" → that's a different question (sizing / fit / which-product-to-buy). Escalate so the right teammate can advise.
+5. "My jacket says 'Padding' but I thought it was a shell" → the padding listing means insulated. If they're unsure, escalate.
+
+**Escalate to a human agent when:**
+- Customer wants product-specific gsm details not on the care label
+- Care label is illegible or damaged
+- Customer suspects mislabeled product (rare — agent investigates)
- Customer's actual question is which product to buy (different scenario — picking advice)
Guardrails unchanged
(no changes)
Description +1 · −1
−Customer wants to know if a specific product they own (or are about to buy) is insulated or shell-only. Triggers: "is this insulated", "is this a shell jacket", "how do I know if my jacket has insulation", "does this jacket have padding", "insulated or shell version", "where do I check insulation level", "EAN code", "SKU on care label".
+Customer wants to know if a specific product they own (or are about to buy) is insulated or shell-only. Triggers: "is this insulated", "is this a shell jacket", "how do I know if my jacket has insulation", "does this jacket have padding", "insulated or shell version", "insulation level", "EAN code", "SKU on care label", "identify whether a jacket is insulated or shell".