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
Order & delivery support
Order status, tracking and delays answered from your real Shopify orders.
How AI Active Support solves it
Order & delivery support
Order status, tracking, delays and delivery questions, answered with the Shopify order in front of the AI and the agent.
NexusHelp reads your Shopify orders, read-only, and keeps them in sync with webhooks.
Order found automatically: The conversation is matched to the customer and their order.
Status and tracking in the answer: Payment, fulfilment and tracking information used as verified data.
No invented details: Tracking numbers, links, dates and amounts that are not in the data are caught before sending.
Workflow
How it works.
- 01
The customer asks
By chat or email, with or without an order number.
- 02
The order is found
Read from Shopify: payment, fulfilment, tracking.
- 03
The reply is grounded
Only facts from the order and your shipping policy.
- 04
Exceptions go to a person
Address changes, missing or wrong items go to an agent.
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
- Order status and tracking
- Shipping times and costs from your policy
- Explaining a delay with the carrier status
A person
- Address changes
- Missing and wrong items
- Cancellations
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.
- Read-only Shopify connection
- Orders kept in sync by webhooks
- Order context next to every conversation
- Delivery problems counted by carrier
- Address changes always handled by a person
- WooCommerce stores supported without automatic lookups
Benefits
What changes for your store.
- Answers based on data
- Every reply quotes the real status, never a guess.
- Delivery problems seen early
- Carriers and products behind problems, week by week.
- Your admin stays yours
- Read-only access: nobody changes an order from NexusHelp.
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.
Does it work without Shopify?
Yes, with your knowledge base and our agents. Automatic order lookups need Shopify today.
Can the AI change a delivery address?
No. Address changes are always handled by a person, in your admin.
What if the tracking data is missing?
The AI does not guess. Without verified data to ground the answer, the conversation goes to an agent.
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.