Use case

AI customer support for e-commerce stores

Most e-commerce support is the same five questions on repeat: where is my order, can I return this, does it fit, when will it be back in stock, and why was I charged twice. None of them need a human, but all of them need live data your help centre does not contain.

SupportAi answers them from your store and your order system, not from a FAQ page. It looks up the order, renders a status card with the carrier link, starts a return if your policy allows it, and hands the awkward ones to your team with the order attached.

Last updated

60–80%
of order-status contacts resolved without a person
24/7
coverage across web, WhatsApp and email
Same day
to go live on a Shopify or WooCommerce store

The problem

What e-commerce support teams tell us before they switch on an agent:

  • Peak-season ticket spikes that no rota can cover
  • 'Where is my order' making up half of all contacts
  • Customers messaging on WhatsApp and Instagram while your team watches email
  • Returns and sizing questions answered inconsistently by different agents

Example conversation

A typical exchange once the agent is connected to your systems.

  1. Hi, order #48213 hasn't arrived yet
  2. Let me check that for you. Order #48213 left our Manchester depot this morning with DPD and is due between 2pm and 4pm today. Here is the live tracking link.
  3. Great. If the trainers don't fit can I swap them?
  4. Yes. You have 30 days from delivery for a free exchange. I can start the exchange now, or you can do it from your account once they arrive. Which would you prefer?

Actions the agent runs

Described in plain English, pointed at your API. No code.

get_order_status

Looks up an order by number or email and returns status, carrier and ETA as a status card.

start_return

Creates a return or exchange in your commerce platform and emails the label.

check_stock

Checks live inventory for a SKU and offers a back-in-stock alert via lead capture.

Also included for e-commerce teams
  • Website and document knowledge with automatic reindexing
  • Web, WhatsApp, Slack and email in one inbox
  • Escalation rules on sentiment, keywords and fallbacks
  • Lead capture with webhooks to your CRM
  • Analytics and a daily digest
  • UK/EU hosting with a DPA on request

Answer order questions from live data, not a policy page

A regex webhook matches order numbers automatically, calls your commerce API and returns the exact status without a language model rewriting it. For everything else, a custom action described in plain English lets the agent look up orders by email, check stock or start a return.

Results render as status cards with carrier links and buttons rather than paragraphs, so customers get the answer in one glance.

Meet customers where they already are

Connect a WhatsApp Business number and your support inbox address. The same agent, knowledge and actions work everywhere, and every conversation lands in one inbox tagged with its channel.

Post-purchase updates on WhatsApp and pre-purchase sizing questions on the site are handled by one brain with one set of policies.

Hand off the ones that need a human

Damaged items, chargebacks and angry customers are flagged by sentiment and keyword rules and routed to your team with the order already attached. Your agent replies from the inbox and hands back to the AI when done.

Turn support into revenue

Out-of-stock questions become back-in-stock leads. Sizing questions end with a link to the right variant. Lead capture triggers on intent and every lead reaches your CRM via webhook.

FAQ

Frequently asked questions

Yes. Use the Shopify Admin API through a custom action or regex webhook for order lookups, stock checks and returns. WooCommerce, Magento and custom platforms work the same way.

Keep exploring

Try it on your store today

Paste your store URL, add one order-lookup action, and watch 'where is my order' disappear from your inbox.

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