AI Draft Replies in Outlook on the Web for Shopify Stores

By

Matthias Frisch

•Published August 28, 2026

Support lives in Outlook? The AI works there too 📨

A lot of Shopify teams handle support right inside Outlook on the web. The flow is familiar: open the email, jump into Shopify admin to find the order, dig through product pages and policies, then write the reply. Every message turns into a mini research task, and across a busy queue, that adds up fast.

Flyweight closes that gap without making your team learn a new tool. The same store-grounded AI that replies on your storefront chat also shows up in Outlook and drafts responses right in the thread.

The fix: store-grounded drafts inside Outlook

Flyweight Ticket AI runs on the Flyweight Copilot, a browser extension that opens a side panel next to your Outlook message. It reads the conversation, pulls up the customer's Shopify order, and writes a ready-to-send draft in your brand voice. It works across Outlook on the web, including outlook.live.com, outlook.office.com and outlook.office365.com.

Every draft is grounded in a Knowledge Graph of your full store, refreshed every 24 hours, so replies stay accurate and tied to your real store content. That helps reduce hallucinations and keeps replies on-brand, without giving your team a second knowledge base to maintain.

How it works

1. Your agent opens a support email in Outlook on the web.
2. The Copilot reads the thread and looks up the customer's Shopify order and details in the side panel.
3. It drafts an on-brand reply grounded in your store: products, variants, policies, FAQs and the live order context.
4. Your agent reviews, edits and sends. Nothing is sent until a human sends it. There is no auto-send.

Your team stays in control. Ask the Copilot to tighten a draft, adjust the tone, or add order details, and it shows which order it looked up and what store guidance it used.

Join the beta

Ticket AI for webmail is in beta. To turn it on:

1. Open the Flyweight app and go to Setup -> Channels.
2. Hit Apply to join the Beta.
3. Connect the Flyweight Copilot extension, and a colleague will help you get set up.

Early access rolls out on AI Pro and AI Leader first.

FAQ

Ticket AI is one of the Flyweight channels, and the same on-brand AI also powers your AI chatbot for Shopify. Your team can also use it in Gmail and Zoho Mail.