The four questions: where is my order, do you have this in my size, what is your returns policy, and how much is delivery. Between them they are most of an ecommerce queue, and all four have a correct answer sitting in a system you already pay for.
What it handles
- Order status. Connects to Shopify and answers from the real order — status, tracking, what shipped and what did not.
- Product questions. Reads your catalogue live, so the price it quotes is the price on the page and the stock it reports is today’s.
- Sizes and options. When a product comes in variants it asks which one rather than guessing, and shows the choices as buttons.
- Buying. Adds the right variant to a cart and sends a checkout link that already knows what they chose.
- Policies. Returns, delivery, payment methods — read from your own pages, in your own words.
It answers in the language they typed
This matters more in some markets than vendors from San Francisco realise. A customer who writes in Roman Urdu gets an answer in Roman Urdu, not a formal English paragraph they have to decode. The agent matches the script it was written in.
“Mujay smoky bbq ka order place krna hai”
Smoky BBQ Masala comes in 100g, 200g, 500g and 1kg sizes. Which size would you like to order?
“500g”
I have added 500g of Smoky BBQ Masala to your cart for Rs 520. Would you like to proceed to checkout?
A real exchange from a live store, shortened.
What it connects to
Shopify through our app — one button, no copy-pasting, and the web chat installs itself on your theme. WooCommerce through the public Store API, which needs no credentials for the catalogue.
Catalogue reading needs no keys at all on Shopify, because the storefront already publishes it. Order lookup needs a token, and we ask for read access only — an agent answering questions has no reason to be able to change an order.
What it will not do
It does not take payment. Card details stay on your own checkout, where Shop Pay, Apple Pay and fraud protection live, and where Shopify requires them to be.
It does not cancel orders, issue refunds or edit an order. Those go to a person, with the whole conversation attached, because they are decisions rather than lookups.
And it will not invent an answer. If your returns window is not written down anywhere it can read, it says it does not know and offers to check — which is the right trade for a business that has to honour whatever was said.
Questions
Does it work with WooCommerce as well as Shopify?
Yes. The WooCommerce Store API is public, so the catalogue imports without credentials. Shopify has a dedicated app that installs the web chat on your theme and connects order lookup in one step.
Can it tell a customer where their parcel is?
It answers from the order in Shopify, including status and tracking where your fulfilment carries it. If a tracking number has not been added to the order, there is nothing for it to read — that is worth checking in your own fulfilment process.
Will it quote the wrong price if I change one?
It reads the catalogue live rather than from a copy, so a price change reaches the agent rather than sitting in a stale document. It is also instructed never to state a price that is not in the catalogue or a tool result.
Can it take payment inside the chat?
No, and deliberately. It builds the cart and hands over to your store’s own checkout. Shopify shut down third-party checkout APIs in April 2025, and payment belongs on the page that is already PCI compliant.