E-commerce support
A customer support chatbot for your online shop
The agent answers questions on delivery, returns and refunds from your terms of sale, reads an order's status in your tracking API and hands over to your team when the customer asks. With no code.
Free · 30 conversations/month
Order questions, without tying up your support team
“Where is my parcel?”, “How do I return this item?”, “When will I be refunded?”: these questions keep coming into an online shop's support inbox, evenings and weekends included.
These requests almost always have the same answer: a lead time written in your terms of sale, a return procedure, a delivery status. Handling them one by one costs your team time and the customer hours of waiting, especially outside opening hours. An agent that reads your documents and your order tracking answers straight away, and leaves disputes, damaged parcels and goodwill gestures to your support team.
Visitor: Hello, where is my order 10482?
Agent: Your order 10482 shipped yesterday: it is on its way to you.
Status read in your tracking API
What the agent does
- Answers on delivery, returns and refunds from your terms of sale and your FAQ.
- Asks for the order number and reads its real status in your tracking API.
- Cites the document its answer comes from, so the customer can check.
- Hands over when the customer asks: an email to your team with a link to the conversation, or a Zendesk ticket or a Salesforce case.
What the agent does not do
- On WhatsApp, the agent reads neither photos nor voice messages, only a photo's caption: a customer who sends a photo of a damaged parcel has to describe it, or be handed to your team.
- There is no ready-made connector for Shopify: the agent calls your shop's API, which you declare once.
- An action that changes an order, such as a cancellation, first asks the customer to confirm in the widget; on WhatsApp, it is not offered.
- Starting point
- A blank agent, fed with your terms of sale and connected to your tracking API.
- What you plug in
- Your terms of sale and your FAQ, your order tracking API, the widget on your website and WhatsApp.
- Plan and channels
- The web widget is included in every plan, Free included. WhatsApp and the other messaging apps come with the Pro plan, which also has 3 agents: one for support, another for pre-sales questions, for instance.
Setting it up, in four steps
Import your terms of sale
Terms and conditions, return policy, delivery FAQ: as PDF, Word, a web page or a sitemap. The agent answers from these documents, and an anti-hallucination net, on by default, compares its answer with your documents and can remove what they do not confirm.
Connect your tracking API
Declare in a connector the call that returns an order's status from its number. A read happens without confirmation; all it takes is for your shop or your carrier to expose an HTTP API.
Choose who takes over
An email to members of your workspace with a link to the conversation, a Zendesk ticket or a Salesforce case: one provider per agent, and no handover until you have set it.
Test, then publish
Ask your questions in the test space, up to 200 messages a day outside your quota, then paste the widget's script on your website. WhatsApp connects from the Pro plan.
Frequently asked questions
Can the chatbot track an order?
Yes, if your shop or your carrier exposes an HTTP API. You declare the call once in a connector; the agent asks for the order number, reads its status and puts it in words for the customer. Without an API, it answers from your documents: delivery times, carriers, return procedure.
What happens when the customer wants to talk to someone?
The agent hands over by the rule you chose: an email to members of your workspace with a link to the conversation, a Zendesk ticket or a Salesforce case. The customer is told that their request has been passed on to your team.
How much does a support chatbot for an online shop cost?
You can start for free, with one agent on your website's widget. Paid plans raise the number of conversations and agents, and WhatsApp is included from the Pro plan. The plans are detailed on the Pricing page.
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· Designed in France · Data partitioned per organisation ·