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Egentify uses a live-query architecture. Instead of indexing your store into something static that can go stale, the AI calls your Shopify or WooCommerce APIs in real time on every conversation. That means your agent always works with current inventory levels, up-to-date order statuses, and the latest version of your store policies, without any manual syncing or re-training on your part.

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The conversation flow

When a customer sends a message, Egentify processes it through the following steps:
  1. The AI receives the message and determines what the customer is asking for, whether that is a product recommendation, an order status, a refund request, or something else entirely.
  2. The AI decides which tools to call. Based on the intent, it selects the appropriate store API calls, for example a product search, an order lookup by email and order number, or a fetch of your returns policy page.
  3. The AI calls your store’s APIs live. Egentify reaches out to your Shopify or WooCommerce store in real time to retrieve accurate, up-to-the-second data. No cached snapshots, no stale index.
  4. The AI returns a response with real data. The customer receives a precise, grounded answer rather than a generic reply, with the actual stock level, the real tracking number, or the exact refund status.
This loop repeats for every message in the conversation, so the AI stays accurate even if a customer asks follow-up questions or the underlying data changes mid-conversation.

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What the AI can look up

Products & Inventory

Searches your product catalog by name, SKU, category, attribute, or description. Returns pricing, stock status, variants, and product details in real time.

Orders & Tracking

Looks up order details by email address and order number. Returns order status, line items, fulfillment status, and carrier tracking numbers.

Store Policies & Pages

Reads your WordPress pages and posts or Shopify pages, covering your returns policy, shipping policy, FAQ, about page, and blog content, so the AI can answer policy questions accurately.

Cart & Discounts

Adds items to a customer’s cart, applies coupon codes, and surfaces relevant promotions, turning support conversations into sales opportunities.

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When the AI escalates

The AI handles the vast majority of requests on its own, but it knows its limits. It automatically creates a support ticket and notifies your team when it cannot resolve a request, when a refund requires human approval, or when a customer explicitly asks to speak with a person. Team members can view the full conversation history and take over any chat directly from the Egentify dashboard, and the customer sees a seamless handoff with no interruption.

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Channels

Egentify meets your customers wherever they reach out. The same AI agent, store integrations, and escalation logic power all three channels.
You can customize the AI’s persona, refund policy, and escalation behavior in Agent Settings.