Smarter Chat Scenarios

Most support requests follow a handful of predictable patterns — order status, returns, cancellations, changes. These are exactly the kinds of processes you can automate with AI: Flyweight reads the intent behind each message and sends it down the right path automatically, so the everyday cases resolve on their own and your team only sees what actually needs them.

Why Automated Routing Matters

Every store gets the same questions over and over. Where's my order? Can I return this? Cancel the one I just placed? Handled one at a time, these eat your team's day and slow down the answers that customers expect in seconds.

The fix isn't a rigid decision tree that breaks the moment someone phrases things differently. It's an AI chatbot for Shopify that understands what a shopper actually wants and routes accordingly. The AI Agent picks the best route for each message and grounds its answers in your Knowledge Graph — your real products, pages, and policies — so responses stay reliable instead of generic. Routine volume gets resolved automatically, and your team stays focused on the conversations that move revenue.

How Routings Work

Routings are the if–then logic that decides what happens for each kind of request. You get a strong starting point out of the box, then shape it to fit your store.

Prebuilt flows out of the box

The most common cases are ready on day one:

• Order status & tracking — shoppers check where their order is, instantly.
• Returns & refunds — guide customers through your return path.
• Order cancellation — handle change-of-mind requests cleanly.
• Order change — update an order before it ships.
• Order placement — help shoppers complete a purchase.

Unlimited custom Routings

Beyond the prebuilt set, you can define as many custom Routings as you need using simple if–then logic. Each Routing can take an action that fits the case:

• Collect leads — capture details when a conversation is worth a follow-up.
• End the conversation — close out simple, resolved cases.
• Refer out — point to an external URL, phone number, WhatsApp, or email.
• Trigger order actions — fire an order cancellation or a shipping-address update through the Shopify API or Shopify Flow, so the AI can automate order changes and cancellations — with your approval before anything changes.

Fallback Routing catches the rest

You can't predict every message, so you don't have to. The Fallback Routing catches anything you haven't explicitly covered, so no request slips through. When something can't be resolved automatically, it escalates to your team or live chat — and live chat with human takeover is included free, so being there for those moments never costs you per seat.

Benefits for Merchants and Customers

For Merchants

• Less repetitive work: routine cases resolve without a person touching them, so your team stays focused.
• You stay in control: order changes and cancellations wait for your approval before they execute.
• Flexible by design: unlimited custom Routings mean the logic matches how your store actually operates.
• Nothing slips through: Fallback Routing and escalation make sure every message lands somewhere.

For Customers

• Faster answers: the right route handles their request in the moment, around the clock.
• Grounded responses: answers are pulled from your real store content, not guesswork.
• A human when it counts: anything the AI can't resolve reaches your team or live chat.

FAQ

Conclusion

Smarter chat scenarios turn the questions you get every day into flows that handle themselves. Prebuilt Routings cover the common cases, custom Routings fit the rest, and the Fallback Routing makes sure nothing is missed. Sensitive actions wait for your approval, and anything the AI can't resolve reaches a human through included live chat. The result: faster answers for customers, and a team that spends its time where it matters most.