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
Customer-support outsourcing
The team, the AI and the portal in one contract, billed per resolved conversation.
How AI Active Support solves it
Customer-support outsourcing
One contract for the team, the AI and the portal. We answer your customers; you see every conversation and decide the rules.
Our agents work in the NexusHelp portal, where the AI handles routine questions under rules you set.
Team and platform together: No separate helpdesk, AI vendor and agency to coordinate.
Your rules, enforced: What the AI may answer, agent limits and approvals are settings, not promises.
Open by default: Read every conversation, every AI decision and its reasons, every quality score.
Workflow
How it works.
- 01
Call
We look at a sample of your real tickets, your policies and your tools.
- 02
Knowledge and rules
Shipping, returns and refund policies, brand voice, agent limits, escalation rules.
- 03
Connect
Read-only Shopify, website chat, email forwarding.
- 04
Go live in Copilot
Agents review every AI draft first. You widen what the AI may answer when you trust it.
The customerWebsite chat
Hello, where is my order #3842? I ordered last week.
The reply
Hi Léa, your order #3842 shipped on Monday and is in transit. Delivery is expected on Thursday. Here is your tracking link.
Automatic reply, labelled as such and signed by your brand
Behind the scenes
- AI Active Support receives the messageWebsite chat, matched to the customer by email
- AI identifies the intentOrder status · English · calm
- Shopify order retrieved#3842 · paid · shipped · tracking in transit
- Guardrails checkedAllowed topic · grounded in order data and policy · confident · calm customer
- AI answers safelyAutopilot sends it; in Copilot an agent approves it first
AI Verified store data PersonSample data
AI and people
Who does what.
The AI
- Routine questions you allow
- Sorting and drafting every conversation
- Spotting rising problems
A person
- Everything that involves money or judgement
- Quality reviews and coaching
- Your approvals above agent limits
In your portal
Everything visible to your team.
Every conversation, every AI decision and its sources, approvals, quality scores and your running bill.
Analytics · support intelligence
Rising problems
- Damaged item
- Shipping delay
- Wrong item
Products behind problems
Glass candle, 300 g Damaged item
Delivery problems by carrier
Carrier A Shipping delay
Illustration with sample data. Real dashboards show your own counts; no customer is identifiable in them.
Features
What is included.
- Billed per resolved conversation
- No setup fee; month to month with 30 days’ notice
- A weekly briefing on why customers contact you
- Seven days a week; hours by plan
- A data processing agreement, export and erasure
- Your own access to the portal
Benefits
What changes for your store.
- Predictable cost
- A monthly base, then a price per resolved conversation.
- Control without the staffing
- You set the rules; we run the team.
- Your data stays yours
- Export everything at any time; deleted at the end of the contract.
Pricing
Conversations included every month.
AI Support from €49 / month, AI + Human Support from €349 / month, each with a volume of conversations included, then a price per resolved conversation. A conversation reopened within 72 hours is billed once.
How are we billed?
A monthly base, then per resolved conversation. A conversation reopened within 72 hours is billed once.
Which channels can you take over?
Website chat and email natively. Conversations from social channels and phone can be logged by agents so they share one history.
What happens to our data if we leave?
You can export everything at any time from your portal; it is deleted at the end of the contract.
Related services
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.