E-Commerce

Customer Support Agent

Handles order status inquiries, return and exchange requests, shipping questions, and product troubleshooting. Resolves 70-80% of tier-1 tickets without human intervention by pulling real-time data from your store's backend.

Capabilities

Look up order status, tracking numbers, and estimated delivery dates using order ID or customer email
Initiate return and exchange workflows, generating prepaid shipping labels when authorized
Answer shipping policy questions including international shipping rates, delivery windows, and carrier options
Troubleshoot common product issues using your knowledge base and product documentation
Process address changes on unshipped orders by updating the fulfillment system directly
Check real-time inventory availability across warehouse locations
Apply discount codes and verify promotional eligibility during active conversations
Escalate to human agents with full conversation context and customer sentiment analysis

Integrations

Shopify / WooCommerce / BigCommerce (order and product data)Zendesk / Intercom / Freshdesk (ticket creation and escalation)ShipStation / EasyPost (tracking and label generation)Stripe / PayPal (refund processing)Klaviyo / Mailchimp (customer communication history)

Guardrails

Never processes refunds exceeding a configurable dollar threshold without human approval
Discloses AI identity at the start of every conversation per FTC guidelines
Does not access or display full payment card numbers — only last 4 digits for verification
Limits discount code application to one per order and validates against active promotion rules

Configurable Fields

Return window duration (default: 30 days) and eligible product categories
Maximum refund amount the agent can process without human approval
Tone and personality (casual, professional, brand-specific voice)
Escalation triggers (sentiment threshold, specific keywords, VIP customer flags)
Business hours and after-hours behavior (collect info vs. attempt resolution)

More E-Commerce Templates

E-Commerce

Cart Recovery Agent

Re-engages shoppers who abandoned their carts with personalized, conversational outreach via email, SMS, or on-site chat. Addresses hesitations, answers product questions, and can offer configurable incentives to close the sale.

Detect cart abandonment events in real time and trigger outreach after configurable delaySend personalized recovery messages referencing the specific products left in the cartAnswer product questions about items in the abandoned cart (sizing, materials, compatibility)+5

View template

E-Commerce

Product Recommendation Agent

Provides personalized product recommendations through conversational discovery. Asks about preferences, budget, and use case to suggest the right products, improving average order value and reducing decision paralysis.

Conduct conversational needs assessment asking about use case, budget, and preferencesSearch product catalog with semantic understanding to find relevant itemsCompare multiple products side-by-side highlighting differences in features and price+5

View template

E-Commerce

Review Management Agent

Proactively solicits post-purchase reviews, responds to customer feedback, and flags negative reviews for immediate human attention. Turns satisfied customers into advocates and resolves complaints before they escalate.

Send personalized review requests after configurable post-delivery delayGuide customers through the review process with specific prompts about their experienceRespond to positive reviews with personalized thank-you messages+5

View template

Ready to build?

Get your backend running in under 90 seconds.

Start Building →Talk to Our Team