Most conversations on your store don't need a human — and a few really do. Flyweight pairs an AI chatbot for Shopify that resolves the routine with unlimited live chat and human takeover for the moments that matter. Your team can jump into any conversation and reply as a person, and the AI steps aside until they're done. Best of all, the human side is included free — you only pay for AI Interactions.

Introduction

Live chat still converts. When a shopper is hesitating on a high-consideration product, a wrong size, or a sensitive returns question, a real human reply at the right moment builds trust that a deflection never will. The problem with traditional live chat tools is the cost model: most charge per agent seat or per live-chat conversation, so staffing up for peaks gets expensive fast.

Flyweight flips that. The AI Agent carries the volume around the clock, and live chat is there whenever your team wants to take over — without metering the human side. You scale support without scaling your bill per seat.

Why Live Chat Still Matters

• The hard cases need a human. Edge cases, upset customers, and high-value carts are where a personal reply protects revenue and reputation.
• Speed wins sales. A timely human answer during checkout hesitation can be the difference between an abandoned cart and an order.
• AI + human is the winning combo. The AI grounds its answers in your store's Knowledge Graph and handles the everyday questions; your team spends its time only where it adds the most value.

Because live chat and takeovers are included free, you're never penalized for being there for your customers.

How Live Chat Works, Step by Step

Step 1: The AI handles the conversation

Every message is answered by the AI Agent, grounded in your real store data — products, pages, policies, and order status — so most conversations resolve on their own.

Step 2: You see it all in one inbox

Active and past conversations land in your Flyweight inbox. Filter by topic, route, language, or time to spot what needs you. Tip: filter on Fallback to find what the AI couldn't answer.

Step 3: Take over in one click

Open any conversation and reply as a human. The moment you take over, the AI steps aside so there's never a clash between bot and agent in the same thread.

Step 4: Hand back when you're done

Finish the conversation or hand it back to the AI to keep watching. Nothing is lost, and the customer experiences one seamless chat.

Step 5: Understand every language

Don't share a language with the customer? Translate any chat session into your own language right in the inbox, so you can help shoppers wherever they are.

Benefits for Merchants and Customers

For Merchants

• Included free: unlimited live chats and human takeovers — no per-seat fees and no separate live-chat tier.
• Scale without surprise costs: the AI absorbs peaks; your team focuses on the conversations that move revenue.
• One inbox, full context: every conversation, filterable, with the AI's history right there.
• Stay in control: jump in, hand back, and set fallback rules for what happens when the AI is unsure.

For Customers

• Always answered: the AI replies 24/7, and a human is one step away when it counts.
• No repeating themselves: agents pick up with the full conversation in view.
• Help in their language: inbound messages are understood and can be translated for your team.

Inbox, Takeover & Fallback

Live chat is designed to fit how your team already works:

• Human takeover: reply as yourself in any conversation; the AI yields automatically.
• Filtering: segment sessions by topic, route, language, or time — and filter on Fallback to coach the AI with new content or a route.
• Fallback routing: decide what happens when the AI isn't confident — collect details, offer a form, or invite a human.
• Privacy by design: Flyweight is GDPR & EU-AI-Act compliant, so customer conversations are handled responsibly.

For a guided walkthrough, book a quick demo with our team.

FAQ

Conclusion

Great support is AI-first, not AI-only. Let the AI Agent resolve the everyday questions across your store and channels, and keep unlimited live chat and human takeover ready for the moments that need a person — included free, with no per-seat fees. It's the most cost-effective way to be there for every customer.