> ## Documentation Index > Fetch the complete documentation index at: https://egentify.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # How Egentify's Live-Query AI Agent Works Under the Hood > Understand Egentify's live-query architecture: the AI reads your store data on every conversation, so it always has accurate product and order information. Egentify uses a live-query architecture — instead of indexing your store into a static knowledge base 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. ## 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 — 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 — the actual stock level, the real tracking number, the exact refund status — not a generic reply. 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. ## What the AI can look up Searches your product catalog by name, SKU, category, attribute, or description. Returns pricing, stock status, variants, and product details — in real time. Looks up order details by email address and order number. Returns order status, line items, fulfillment status, and carrier tracking numbers. Reads your WordPress pages and posts or Shopify pages — returns policy, shipping policy, FAQ, about page, and blog content — so the AI can answer policy questions accurately. Adds items to a customer's cart, applies coupon codes, and surfaces relevant promotions — turning support conversations into sales opportunities. ## 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](https://egentify.com) — the customer sees a seamless handoff with no interruption. ## Channels Egentify meets your customers wherever they reach out. The same AI agent, store integrations, and escalation logic power all three channels. | Channel | How it works | | --------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Chat** | An embedded widget on your storefront. Install via the Shopify Theme Editor or automatic WooCommerce plugin injection. Also embeddable manually with a `