Product discovery
The AI can find and surface products, categories, and store content to help customers make purchase decisions.Product reviews
With a reviews integration connected, the agent answers the questions your product descriptions don’t.
Only published, approved reviews with written text are used. The agent distinguishes customer opinions from your own replies and is instructed never to invent quotes or ratings.
Reviews require a connected provider and Product Search enabled. They are used in storefront chat only, not in email drafts or voice calls.
Order management
The AI looks up real order data and can make changes on behalf of the customer, with identity verification where required.
Orders that have already shipped cannot be cancelled. The agent offers a return or a refund request instead. With a fulfillment integration connected, that check runs against your warehouse rather than only your store, which closes the window where your store still says “unfulfilled” but the label is already printed.
Cart & checkout
The AI takes direct cart actions so customers can add or remove items and apply discounts without navigating away from the conversation.Refunds
The AI can process refunds automatically within the thresholds you configure in your dashboard. If a refund request exceeds your threshold by amount, percentage, or order value, the AI creates a support ticket and notifies your team for manual approval, so no large refund goes out without a human reviewing it. Refunds can be full order refunds, partial refunds, or refunds on individual line items. Full-order refunds are offered as a confirmation card the customer clicks, the same as cancellations. Partial and line-item refunds go through the support ticket path. Enable and configure refund automation in Configuration > Agent Settings.Support & escalation
When the AI can’t resolve something on its own, it escalates cleanly without dropping the customer.Customer context
With Klaviyo connected, the agent can read commercial context about a signed-in customer, covering lifetime value, churn risk, order history, segments, and recent activity, and use it to judge how to pitch and what to recommend. This never surfaces to the customer. The agent is instructed never to say any of it out loud, so nobody hears their churn score read back to them. Context is only read for a customer whose identity is verified through a signed-in session, never for an email typed into chat.What each integration unlocks
Most capabilities work as soon as your store is connected. These need something extra:Channel availability
Not all capabilities are available on every channel. Here’s what’s supported:
- Chat. All capabilities are available, including cart actions, refunds, order management, reviews, and escalation.
- Voice. Order lookup and tracking, product and store content questions, and ticket creation. Callers are verified with their order number plus the phone number or email on that order. Tracking numbers are never read aloud, since they are not useful spoken, so the agent points the caller to their shipping email or to chat instead.
- Email. The AI drafts or sends email replies based on your handling mode. Cart actions, reviews, and voice-specific actions are not applicable.