Email support
Forward your support address; every email is sorted, drafted and answered in your brand’s name.
- Consistent answers
- Nothing falls through
- Reasons, not just volume
Services
Live chat support
A chat on your store, answered by the AI for routine questions and by agents for the rest.
How AI Active Support solves it
Live chat support
A chat widget on your store, answered by the AI for routine questions and by our agents for everything else, in your brand’s voice.
The NexusHelp chat goes on your store with a single script tag. Every chat lands in the same inbox as your emails.
Routine answers from your data: Order status, delivery and product questions answered from Shopify and your policies, when you allow it.
A person when it matters: Returns, refunds, problems and unhappy customers go to an agent with the order already open.
Your brand, your domains: The widget speaks in your brand’s name, and you can restrict it to your own domains.
Workflow
How it works.
- 01
A shopper opens the chat
From any page of your store; the chat is matched to their orders.
- 02
The AI reads it
Topic, language and mood are identified before anyone replies.
- 03
The right one answers
The AI for the routine topics you allow, an agent for the rest.
- 04
History is kept
The chat stays with the customer, next to their emails.
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
AI and people
Who does what.
The AI
- Order status and tracking
- Delivery times and costs from your policy
- Product questions from your product information
A person
- Returns, exchanges and refunds
- Damaged, wrong or missing items
- Complaints and frustrated 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.
- Website widget installed with one script tag
- Widget restricted to your domains
- Automatic replies labelled as automatic
- Conversation history per customer
- AI tested in seven languages
- Satisfaction rating after resolution
Benefits
What changes for your store.
- Answered where it is asked
- No need to switch to email: the conversation continues in the chat.
- One history per customer
- Chat and email for the same customer in one thread of conversations.
- You set the boundary
- Choose which topics the AI may answer; widen it when you trust it.
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 do we install the chat?
Paste one script tag in your store theme. You can restrict the widget to your own domains.
What happens outside agent hours?
The AI answers the topics you allow; other chats wait in the queue for an agent.
Can shoppers ask for a person?
Yes. A customer can always reach a person, and automatic replies are labelled.
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.