Shoppers expect an instant answer on whatever channel they already use — and they ask the same things at every hour: where's my order, can I return this, is it in stock. Tickets pile up at peak, first-response times slip, returns and refunds eat margin, and carts go cold while a question waits in a queue.
One agent team for support and sales.
Everything you need to resolve customer questions and turn them into revenue — grounded in your catalog, orders and policies.
The retail agent team
Where agents go to work
- 24/7 first response on every channel
- Order tracking & WISMO, answered instantly
- Returns, exchanges & refunds automated via Playbooks
- Conversational shopping & personalised recommendations
- In-chat catalog, cart & checkout (WhatsApp, RCS & Apple Messages)
- Proactive cart recovery & back-in-stock alerts
- Clean human hand-off with the full conversation + order context
- Store-associate copilot (specs, stock, promos, policy)
- Onboarding agent for seasonal staff
- Agent Assist that drafts replies for human reps
- Audit trail for every order, refund and promotion
- Pricing & promo-policy adherence (control leakage)
- Reconciliation-ready transaction records
Watch a request resolve itself.
Grounded, auditable and human-gated — every step cited, every approval logged.
Figures are placeholders pending verified design-partner results.
Built for your stack
Shopify · commercetools · Zendesk · Gorgias · Klaviyo · Stripe — plus OMS/WMS via API.
“It feels like a support team that never sleeps — our peak-season backlog is gone, and CSAT went up.”
Retail support, answered
Can it hand off to a human agent?
Yes. The agent resolves what it can and escalates the rest to your team with the full conversation and order context — so the shopper never repeats themselves. You decide which cases always go to a human.
Which channels does it support?
Web chat, WhatsApp, RCS, Apple Messages, Instagram & Messenger, email, voice and in-app — one continuous conversation across all of them, in 80+ languages.
How does it handle returns and refunds?
It runs your Playbook end-to-end: checks eligibility against policy, starts the return, and issues a refund, store credit or replacement. Anything above the threshold you set is held for a one-click human approval.
Will it make things up?
No. Every answer is grounded in your catalog, orders and policies, and can cite its source. If it isn't confident, it asks a clarifying question or hands off rather than guessing.
How does it connect to my stack?
Out-of-the-box for Shopify, commercetools, Zendesk, Gorgias, Klaviyo and Stripe, with OMS/WMS and anything else wired via API — so the agent can take real actions, not just chat.
Is customer data secure?
Yes. PII controls, policy guardrails and a full audit trail are built in, and the agent only sees the data it needs to resolve the request.