AI customer service for ecommerce that answers the phone too
How do I return this, how much is shipping, can I pay on delivery: the agent answers with your policies by phone and on WhatsApp, and passes complex cases to your team.
Aurelia Linens
AI assistant · with Freya Mann
AI assistant Aurelia Linens, this is the online shop's virtual assistant. How can I help?
I received a duvet cover in the wrong size. Can I exchange it?
AI assistant Of course, you have 30 days to exchange it. I'll email you the instructions for a free return now.
Perfect, I'll look out for the email.
WhatsApp confirmation
Aurelia Linens
Business account
Hi Freya, we've emailed you the exchange instructions. If you have any questions, just message us here.
15:42
The same questions on every channel
- 01
Repeat questions every day
Delivery times, return costs, sizing, cash on delivery. Your team spends the day answering the same things instead of solving real problems.
- 02
A phone nobody answers
Many online shops have no phone number, or have one that nobody picks up. A customer with a pre-sale question abandons the basket.
- 03
Messages scattered across apps
WhatsApp on someone's phone, emails in a shared mailbox, missed calls on the switchboard. Nobody knows who replied to whom.
What AI does for your online shop
It answers from your shop's information and leaves your team the unusual returns, complaints and anything that needs a decision.
Shipping and returns policies
Upload site pages and terms of sale: the agent explains delivery times, costs, the right of withdrawal and how to return an item.
WhatsApp support in one inbox
Customers message your official WhatsApp Business number and your team replies from the shared inbox, assigning conversations.
Order status via API
To tell a customer where their order is, the agent needs your shop's data: connect via webhook or REST API, or Shopify and WooCommerce on request.
A phone number that answers
Give customers a number to call without staffing a switchboard. If you also sell abroad, you can run agents in 17 languages.
Sensitive cases to your team
Damaged parcel, disputed refund, upset customer: the agent transfers the call to your customer care number or schedules a callback.
Messages sorted, replies ready
Automations classify incoming messages, reply to the most common questions and email your team when a person is needed.
WhatsApp messages sorted before anyone reads them
Every incoming message is classified. Complaints reach your team by email with a summary, and the customer gets an immediate reply.
- 1
Connect your policies
Paste links to your Shipping, Returns and FAQ pages. The agent reads them and answers in line with what your site says.
- 2
Activate WhatsApp Business
Set up the official WhatsApp Business through Meta, with your shop's name as sender. We'll guide you through the process.
- 3
Decide what goes to your team
Complaints, refunds, B2B orders: choose which requests the agent transfers and which are flagged to your team by email.
Ecommerce
Trigger
New WhatsApp message
A customer's first message
Step 1
Identify the topic
Shipping, return, product or complaint
Step 2
Is it a complaint?
Common questions follow another branch
Step 3
Alert customer care
Email with message and customer summary
Step 4
Instant reply
Free text: we're on it
Connects with
- WhatsApp Business
- Shopify On request
- WooCommerce On request
- Webhook
- REST API
- SMTP
Frequently asked questions
Can AI customer service tell customers where their order is?
Yes, but only if you connect it to your order data. You can do that with a webhook that queries your system during the call or with the Replicer REST API; Shopify and WooCommerce are available on request via Composio. Without that connection, the agent answers only on policies and procedures.
Does it work on WhatsApp or only by phone?
Both. The voice agent handles calls; WhatsApp messages arrive in the shared inbox, where your team replies and automations can answer the most common questions. Customer replies to your emails land in the same inbox too.
Can I send promotional WhatsApp messages to customers?
Yes, through campaigns based on Meta-approved templates, sent to customers who have given consent. Each campaign handles opt-outs and comes with its own analytics.
Do I need a developer to set up AI customer service?
Not for policies, FAQs and WhatsApp: you upload your content and the AI assistant helps you write the agent's instructions. Order status needs a connection to your shop, which your developer can build with webhooks or the API, or we can enable Shopify or WooCommerce on request.
Can the agent answer in other languages if I sell abroad?
Yes, you can set up agents in 17 languages. If you sell in Germany, France or Spain you can set it up in your customers' language with translated policies, and every conversation stays in the same dashboard.
Customer service that picks up the phone
We'll start from your shipping and returns pages and show you the agent on the phone and on WhatsApp, with your own answers.
Guided setup · Human support when you need it