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
Human support agents
Trained agents who learn your products, your tone and your rules, with a team lead.
How AI Active Support solves it
Human support agents
Our agents handle refunds, complaints and problems for your store, starting from an AI draft with the order open.
Agents learn your brand from a playbook written with you, then work in the NexusHelp portal under your rules.
Trained on your brand: Products, tone, policies and escalation rules, from your real past tickets.
Limits enforced, not remembered: Refund and compensation limits are enforced by the platform.
Reviewed and coached: A team lead reviews a sample of replies every week.
Workflow
How it works.
- 01
Playbook
Policies, brand voice, agent limits and escalation rules, written with you.
- 02
Training
Agents learn from your playbook and your real past tickets.
- 03
Go live in Copilot
Agents review every AI draft before it is sent.
- 04
Review and coach
Quality scores, customer ratings and team-lead reviews.
The customerWebsite chat
This is the second time I ask. Can I talk to a real person please?
The reply
Hi Clara, I’m Hugo from the support team. I’ve read your earlier messages, so no need to repeat anything: let’s sort this out now.
Written and sent by an agent
Behind the scenes
- Message receivedSame customer, second message on the same order
- AI sees a reason to stopAsks for a person · repeated contact · frustrated
- No automatic answerGuardrails: an upset customer always goes to a person
- Handed to an agent with a summaryWhat was asked, what was answered, the order, a suggested next step
- The agent replies without starting overThe customer sees the whole conversation in one thread
AI Verified store data PersonSample data
AI and people
Who does what.
The AI
- Preparing a draft with the order and the policy
- Detecting the topic and the mood
- Summarizing the customer’s history
A person
- Deciding and replying
- Refunds and returns within their limits
- Calming upset customers
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.
- Agents answering in French, English, Spanish, Arabic
- Seven days a week; hours by plan
- A team lead for your brand
- Dedicated agents on the Dedicated plan
- External agents see only their own queue
- A quality score on every reply
Benefits
What changes for your store.
- People customers trust
- Upset customers talk to a person, never to a bot.
- Your rules, every time
- Limits and procedures enforced by the platform.
- Visible work
- Read every conversation and every score in your portal.
Pricing
AI + Human Support: €349 / month
Essentials · 150 conversations included, then €0.85 per AI resolution · €2.20 per agent resolution. A conversation reopened within 72 hours is billed once.
What do agents need from us to start?
Your policies, brand voice, agent limits and a sample of past tickets. We write the playbook with you.
Can external agents see all our customers?
No. They see the open queue and their own conversations, and only the customers and orders behind them. The database enforces it.
Are agents shared with other brands?
On the standard plans agents work for several brands, each with its own playbook. The Dedicated plan gives you agents who work only for your brand.
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.