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Your AI team / Customer Support

CUSTOMER SUPPORT EMPLOYEE FOR SHOPIFY

They message your store.
Your AI employee helps.

Answer incoming questions on email, WhatsApp and Instagram using your store’s information and policies. Keep every conversation in one inbox, with your team ready to step in.

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Email WhatsApp Instagram
CS
Customer SupportIncoming customer messages
Sample conversation
Customer contacted your store on Email
Customer

Can I exchange my order for a different size?

Customer Support · AI employee

I can help you check the exchange options. What’s your order number and which size would you like?

Check the order and exchange policy before confirming eligibility.

01 / EVERYDAY SUPPORT

How Customer Support helps.

From an order question to an issue that needs your team. These sample conversations show what happens next.

Email · Incoming message

“Where’s my order?”

What the employee checks
Available Shopify order and tracking information. Ask for the order details if needed.
Sample AI reply
Could you share your order number so I can check the latest tracking information?
Help with the order
Share the available status. Bring missing or unclear tracking information to your team.
WhatsApp · Incoming message

“Can I exchange this for a different size?”

What the employee checks
Your exchange policy, the order details and the requested size.
Sample AI reply
What’s your order number and which size would you like? I can help check the exchange options.
Explain the next step
Check eligibility before confirming anything. Policy exceptions need your team’s decision.
Instagram · Incoming message

“Do you deliver to my area?”

What the employee checks
Your shipping information and the customer’s delivery location.
Sample AI reply
What’s your delivery postcode? I can check the store’s delivery information for your area.
Answer from your policy
Explain supported delivery information. Do not promise an unverified arrival date.
Email · Incoming message

“My item arrived damaged.”

What the employee checks
The order number, affected item and the customer’s description of the damage.
Sample AI reply
I’m sorry it arrived damaged. Could you share your order number and tell me which item was affected? I’ll pass the details to the store team.
Hand over to your team
Keep the issue details with the conversation. A refund or replacement is not approved by this reply.

02 / HOW SUPPORT WORKS

A customer asks.
Your employee gets the context.

The conversation starts with the customer. Your AI employee helps with the question and keeps your team in the loop.

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  1. 01

    Receive the message

    A customer contacts your connected email, WhatsApp or Instagram channel.

  2. 02

    Check the relevant information

    Use the conversation, product information and store policies. Ask for details when needed.

  3. 03

    Answer or hand over

    Help within your rules. Bring missing information and exceptions to your team.

  4. 04

    Keep the conversation together

    Review the messages in your shared inbox and take over with the context already there.

03 / YOUR TEAM STAYS IN CONTROL

Know what was said.
Step in when it matters.

Email, WhatsApp and Instagram messages belong in one place. See the customer’s question, the AI response and what needs a human decision.

Explore the shared inbox

Your information

Review the store knowledge and policies used to answer customers.

Your channel choices

Connect services once and choose which channels the employee can use.

Your approval

Requests outside your policies and permissions need a person to decide.

Your conversation

Take over in the inbox. AI replies pause while your team handles the conversation.

04 / BEFORE YOU START

A few practical questions.

Looking for proactive cart follow-ups?
Does this employee send proactive messages?

Customer Support starts with an incoming customer message. Cart Recovery handles proactive follow-ups triggered by abandoned checkout activity.

Where do the answers come from?

Your store information, product details and policies provide the context. Missing information should lead to a clarifying question or a handover, not a guessed answer.

Can my team take over?

Yes. Review the conversation in your shared inbox and take over when your judgment is needed. Taking over pauses AI replies in that conversation.

Can it approve refunds or make policy exceptions?

Do not assume that answering a question authorizes a refund or an exception. Permissions and store rules determine what is allowed. Requests outside those rules need your team.

What do I need to set up?

Connect the channels you want to use, review your store knowledge and policies, and check the employee’s permissions before activation.

Give customer questions
a place to get answered.

Start with the channels your customers use.
Try GoPrimy free for 60 days.

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