Live chat support
A chat on your store, answered by the AI for routine questions and by agents for the rest.
- Answered where it is asked
- One history per customer
- You set the boundary
Services
E-commerce customer support, outsourced to a team that uses AI properly.
We answer your customers by chat and email in your brand’s voice. The AI takes the routine questions; agents take everything that involves money, a problem or judgement.
All services
See it work
What happens behind each message.
Nine everyday situations, step by step: what the AI does, what it checks in your store, and where a person takes over. Sample data, real product behaviour.
The customerWebsite chat
Does the linen shirt run true to size? I’m usually a medium.
The reply
Hi Inès, it runs true to size: a medium fits a 96–100 cm chest. If it doesn’t fit, you can exchange it within 30 days.
Automatic reply, labelled as such and signed by your brand
Behind the scenes
- Message received in the chat widgetOn your store, in your brand’s colours
- AI identifies the intentProduct question · English · calm
- Answer found in your product informationSize guide · returns policy
- Guardrails checkedAllowed topic · grounded in your content · confident
- Reply sent in secondsLabelled as automatic; the customer can ask for a person
AI Verified store data PersonSample data
Who answers what
Clear rules, decided with you.
You choose which routine topics the AI may answer alone. The others are never automatic.
| Conversation | Who answers |
|---|---|
| Where is my order? | AI with live order data, or an agent |
| Shipping times and costs | AI from your shipping policy, or an agent |
| Product questions | AI from your product information, or an agent |
| Return policy questions | AI from your returns policy, or an agent |
| Return and exchange requests | Agent |
| Refunds and cancellations | Agent, within your limits; your approver above them |
| Damaged, wrong or missing items | Agent |
| Address changes | Agent |
| Payment, discount and subscription issues | Agent |
| Complaints and unhappy customers | Agent, escalated to you if needed |
Included
What every client gets.
- Chat and email support
- Website chat widget and email forwarding, one inbox, your brand’s voice and signature.
- Coverage
- Seven days a week. Hours depend on your plan; outside them, the AI answers what it is allowed to and the rest waits for an agent.
- Orders and deliveries
- Order status, tracking, delays and lost parcels answered from your Shopify data.
- Returns, refunds and exchanges
- Handled by agents within the limits you set. Above them, your approver decides in the portal.
- Quality reviews
- Every reply scored for accuracy, policy, tone and resolution; a team lead reviews a sample and coaches agents.
- Reporting
- A weekly briefing: top reasons for contact, product and delivery problems, service levels.
- Your portal
- Read every conversation, approve refunds, edit your knowledge and rules, follow quality and your running bill.
- Security and GDPR
- Isolated data, read-only store access, a data processing agreement, export and erasure on request.
Can we start with one channel?
Yes. Most stores start with website chat and email, then add the conversations agents log from social channels.
Do agents follow our policies or theirs?
Yours. Your shipping, returns and refund policies, brand voice and agent limits are written into your playbook before go-live.
Can we read every conversation?
Yes. Your team has its own access to the portal: every conversation, every AI decision and its reasons, every quality score.
What if we already use a helpdesk?
The AI Active Support portal can replace it. Native sync with other helpdesks is not available today; we discuss the options on the call.
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.