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AI Active Support

How it works

Fast when it is simple. Human when it matters.

One flow for every conversation, and a short onboarding to set the rules with you.

Book a free demo See pricing

Every conversation

Five steps, in seconds.

  1. 01A customer writesBy website chat or email; other channels are logged by agents. Every conversation lands in one queue per brand.
  2. 02The AI reads itIt detects the topic, language and mood, finds the order in Shopify and the relevant parts of your knowledge base.
  3. 03The rules decideThe AI may answer alone only if the topic is allowed, the answer is grounded, confidence is above your threshold and the customer is calm.
  4. 04Otherwise, a personAn agent gets the conversation with a draft, the order and your escalation rules. Refunds above their limit go to your approver.
  5. 05Every reply is checkedEach reply is scored for accuracy, policy, tone and resolution; a team lead reviews a sample and coaches agents.
Website chatSample data
CustomerHi, where is order #3842?
Hi Léa, your order #3842 shipped on Monday and is on its way. It should arrive on Thursday. Here is your tracking link.

Sent by your brand · approved by an agent

AI Active Support

  1. Customer identifiedEmail matched to the customer record
  2. Order found#3842 · Shopify · paid, shipped
  3. Tracking retrievedIn transit · delivery expected Thursday
  4. Policy checkedShipping policy · 3 to 5 business days

AI recommendation

Reply with the delivery date and tracking link. Sources: order #3842, shipping policy.

Verified order data Verified policy

Agent approvesReads the draft, checks the sourcesApproved
Illustration with sample data. In Copilot mode an agent approves every reply; in Autopilot the AI may send routine answers like this one alone.

Onboarding

Live in 5 business days.

  1. Day 1

    Call

    We review a sample of your recent tickets, your policies and your tools, and estimate what the AI could answer.

  2. Day 2

    Knowledge

    We write your shipping, returns, refunds and product information with you.

  3. Day 3

    Shopify and channels

    Read-only Shopify access, the chat widget on your store, forwarding of your support email.

  4. Day 4

    Playbook and test

    Brand voice, refund limits, escalation rules, tested on your real past tickets.

  5. Day 5

    Go live in Copilot

    Agents review every AI draft first. You widen what the AI may answer when the quality is there.

FAQ

Questions, answered plainly.

Something else on your mind? Talk to our team

What do you need from us to start?

Your policies, a sample of past conversations, read access to Shopify and access to your support email. We write the rest with you.

Can we change the rules after go-live?

Yes, at any time from the portal: allowed topics, confidence threshold, agent limits, brand voice. Every change is logged.

Keep exploring

Book a free demo

Let’s look at your real tickets.

In 30 minutes we go through a sample of your conversations, show which ones the AI could answer and which need a person, and give you a price.

Book a free demo See how it works