We connect your store directly to your support system, so every conversation carries the customer's order data alongside it.
Supported platforms
Native connections for Shopify, WooCommerce, and BigCommerce. Each syncs the same core data, and we configure the connection during setup.
Running something else? Tell us on the call. Many platforms connect through an existing integration, and where none exists we scope a custom connection.
What Syncs
Data | Where it appears |
Order history | Every purchase, visible beside the conversation |
Order status | Current fulfilment state, pulled live |
Shipping and tracking | Carrier, tracking number, delivery estimate |
Line items | Products, variants, quantities, prices |
Customer record | Lifetime value, order count, account details |
Refunds and returns | Status of anything already in progress |
The sync is live. The status your team sees is the status in your store at that moment.
What It Enables
For the agent. Order status enquiries resolve against real data rather than a policy statement. Tracking questions return the actual link. Returns eligibility gets checked against the actual order.
This is where the volume sits in ecommerce support, and it's the difference between an agent that deflects order questions and one that answers them.
For your team. Escalated conversations arrive with the order attached. No tab-switching, no order lookup, no asking the customer for a number they've already provided.
Actions
Beyond reading data, the system can write to your store where you've configured it: updating a shipping address, cancelling an order before fulfilment, resending a confirmation.
Refunds, returns, and order edits handled directly in chat sit outside the base scope. They're a deeper integration with defined limits — value thresholds, eligibility rules, approval steps — and we build them as an add-on. [Add-ons and custom scope] covers it.
Most stores run returns through a dedicated portal, and the agent works alongside it: explains the policy, checks eligibility, directs the customer to complete the return.
Multiple stores
Several storefronts, or one store across several regions, connect into the same inbox with routing that keeps them distinct. We map this during scoping.
Setup
Connecting the store takes hours. Configuring what the agent does with the data takes the rest of the build.
💬 Still Have Questions?
Need more help? Our team responds to every message within 24 hours. Start a conversation and we'll point you in the right direction.