Smarter Chat Scenarios

Handle every case from order issues to product advice.

automation customer-support order-tracking workflows

Most support requests fall into a few predictable buckets: order status, returns, cancellations, order changes. These are exactly the kinds of processes you can automate with AI. Flyweight understands the intent behind each message and sends it down the right path automatically, so the routine stuff gets handled on its own and your team only steps in when it actually matters.

Why Automated Routing Matters

Every Shopify store gets the same questions on repeat. Where's my order? Can I return this? Can I cancel the order I just placed? Handled one by one, these requests eat up your team's time and slow down answers customers expect right away.

The answer isn't a brittle decision tree that falls apart the second someone words things differently. It's an AI chatbot for Shopify that understands what the shopper actually needs and routes the conversation accordingly. The AI Agent chooses the best Routing for each message and grounds every answer in your Knowledge Graph: your real products, pages, and policies. That keeps responses reliable, not generic. Routine volume gets resolved automatically, and your team stays focused on the conversations that drive revenue.

How Routings Work

Routings are the if-then logic behind what happens for each type of request. You start with strong defaults, then tailor them to how your store works.

Prebuilt flows out of the box

The most common scenarios are ready from day one:

Order status & tracking - shoppers can check where their order is instantly.
Returns & refunds - guide customers through your return process.
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

Need more than the defaults? You can create as many custom Routings as you want with simple if-then logic. Each Routing can trigger the action that fits the situation:

Collect leads - capture details when a conversation is worth following up on.
End the conversation - close simple cases once they're resolved.
Refer out - send shoppers to an external URL, phone number, WhatsApp, or email.
Trigger order actions - run an order cancellation or 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, and you don't need to. Fallback Routing catches anything you haven't explicitly covered, so no request gets lost. If something can't be resolved automatically, it escalates to your team or live chat. Live chat with human takeover is included free, so you're always covered when a real person needs to step in, without per-seat fees.

Benefits for Merchants and Customers

For Merchants

Less repetitive work: routine requests get resolved without manual effort, so your team can stay focused.
You stay in control: order changes and cancellations wait for your approval before they go through.
Flexible by design: unlimited custom Routings let the logic match how your store actually operates.
Nothing slips through: Fallback Routing and escalation make sure every message has somewhere to go.

For Customers

Faster answers: the right Routing handles their request in the moment, any time of day.
Grounded responses: answers come from your real store content, not guesswork.
A human when it counts: if the AI can't resolve it, the conversation gets handed to your team or live chat.

FAQ

What's the difference between prebuilt flows and custom Routings?

Prebuilt flows cover the most common Shopify scenarios: order status, returns, cancellations, order changes, and order placement. They work out of the box. Custom Routings are the ones you build yourself with simple if-then logic for anything specific to your store. You can create as many as you need, and Fallback Routing catches whatever isn't covered.

Can the chatbot actually cancel or change orders?

Yes, with your approval. A Routing can trigger an order cancellation or shipping-address update through the Shopify API or Shopify Flow, but those actions wait for your sign-off before they run. The AI surfaces the request, and you stay in control of the final decision.

What happens when the AI can't resolve a request?

Fallback Routing catches it and escalates the conversation to your team or live chat. Live chat and human takeover are included free. You only pay for AI Interactions, with no per-seat fees, so handing off to a person is always an option.

How does the AI know which route to use?

The AI Agent reads the intent behind each message and picks the best matching Routing, then grounds its answer in your Knowledge Graph: your store's products, pages, and policies. Because it works from your actual store data, responses stay reliable instead of generic, and Flyweight is GDPR and EU-AI-Act compliant throughout.

Conclusion

Smarter chat scenarios turn your everyday support volume into flows that handle themselves. Prebuilt Routings cover the common cases. Custom Routings handle the rest. Fallback Routing makes sure nothing gets missed. Sensitive actions wait for your approval, and anything the AI can't resolve gets handed to a human through included live chat. The result is faster answers for customers and a team that can spend its time where it matters most.