AI Studio · E-commerce
Customer support automation for online stores
Most messages to an online store ask the same few things. Where is my order? Can I change the address? Why was delivery attempted when I was home? Finaley AI Studio answers those using live order and courier data, in the helpdesk, email and WhatsApp channels you already run. Complaints, refund requests and anything sensitive go to a person on your support team.
Support queues full of tracking questions
Agents spend most of the day switching between the helpdesk, the order panel and courier dashboards to answer one status question at a time. NDR cases need a reply to the courier within a day or the parcel heads back as RTO. Marketplace buyer messages carry response-time targets. When the queue grows, genuine complaints sit behind dozens of routine questions and customers get annoyed before anyone reads them.
How the automation runs
- 1
Read the incoming message
AI agentThe agent picks up new tickets from your helpdesk, email, WhatsApp and marketplace buyer messages, and identifies the order being discussed.
- 2
Look up the facts
AI agentIt checks order status, payment mode, AWB and the latest courier scan, so every reply is based on current data rather than guesses.
- 3
Reply to routine questions
AI agentTracking, delivery window and COD questions get an answer in your tone and template, with the tracking link when it helps.
- 4
Work the NDR queue
AI agentFor failed delivery attempts it contacts the customer, records a new slot or corrected address, and updates the courier dashboard.
- 5
Hand over to your agents
Professional checkComplaints, damaged items, refund requests and angry customers go to a support agent with the full order history already attached.
Inside the helpdesk your team already uses
Finaley works in tools such as Freshdesk, Zendesk, Gorgias or a shared inbox, reads orders from Shopify or marketplace seller panels, and checks status on your courier or aggregator dashboard. Replies go out from your existing accounts and numbers, so customers see your brand and your agents keep one view of every conversation.
Escalation rules you set
You choose which topics the automation may answer and which must reach an agent. Refunds, compensation, legal threats and anything a customer marks as urgent always go to a person. Each automated reply is logged with the data it was based on, so a supervisor can review what was said.
What you get
- Tracking questions answered in minutes
- NDR cases handled before parcels turn RTO
- Agents spending time on real complaints
- Marketplace buyer messages answered inside target
Questions
Will customers know they are talking to an automation?
That is your choice. Many brands add a short note to automated replies, and every message carries a clear way to reach a person. Because replies are built from your own templates and policies, the tone stays consistent with how your team already writes.
Can it promise refunds or discounts?
No. Any message that involves money, compensation or an exception to your policy is passed to a support agent. The automation can tell a customer that their request has been logged and who will respond, but it cannot commit your brand to an outcome.
How does it handle NDR calls?
It reaches the customer on WhatsApp, SMS or email using your templates, asks for a preferred slot or address correction, and enters the response on the courier dashboard before the deadline. Customers who cannot be reached are listed for your team to call.
Does it work with marketplace buyer messages?
Yes, where your team answers them in Amazon Seller Central, Flipkart Seller Hub or a similar panel. The automation follows each marketplace's rules about what may be said and keeps within its response-time window, escalating anything it should not answer.
What do you need from us to set it up?
Access to your helpdesk and order panels, your reply templates and a recording or call showing how an agent handles common tickets. We test the automation on past conversations until its replies match your team's, then turn it on topic by topic.
More automations for E-commerce
- Order processing automation for ecommerce brandsFinaley pulls orders from Shopify and marketplace seller panels, checks stock and COD risk, creates shipments and flags anything odd for your team.Read more ›
- Returns and refunds automation for marketplace sellersFinaley logs every return and RTO, checks the reason against photos and order history, and prepares refunds and SAFE-T claims for your team to approve.Read more ›
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Show us how your team does it.
Send a screen recording or book a call. We build it, test it on your past work, and only switch it on when the results match your team's.