Use case
An AI chatbot for your online store
Last updated by Venu Gopal Reddy Muvva, Founder, Surge Software Solutions
Who this is for
This is for you if you run an online shop on Shopify, WooCommerce or WordPress. Most of your messages are the same few questions: where is my order, can I return this, how long is shipping, do you deliver to my city. You answer them one by one on WhatsApp and email, often late at night. You want those answered for you, with the real order details, while you keep the hard chats for yourself.
How to do it in CustomerReplies
- Sign in. Go to /sign-in and enter your email. We send you a 6-digit code. No password and no card.
- Add your shop's website. In onboarding, type your store's web address. The agent reads your pages, including your shipping, returns and FAQ pages.
- Connect your store under Actions. Turn on the Shopify or WooCommerce order status action. The agent will check the customer's email or phone before it shares any order details.
- Test in the Playground. Ask 'what is your return policy?' and 'where is my order?'. If an answer is wrong, correct it once and it becomes a saved answer.
- Add the chat to your store. Copy the one script tag from the Widget page into your theme. It works on every Shopify theme. On WooCommerce you can use the WordPress plugin.
- Set up hand-off. On the Hand-off page, choose when a person should take over and get alerts on Telegram or email. Reply from the Inbox.
Order status with real data
When a customer asks about an order, the agent first asks for the email or phone number on that order. It checks it against your Shopify or WooCommerce store. Only then does it share the status.
If you also take payments through Razorpay or Stripe, the agent can check payment or refund status in the same chat.
Returns, shipping and policies
The agent answers policy questions only from your own pages and files. Each answer has a link to the page it used, so the customer can read the full policy.
A fact guard marks answers as low confidence when a price, phone number or email is not in your sources. A link guard removes links that are not in your sources. This stops the agent from making up a refund window or a delivery charge.
What you pay
The first 3 months are free. After that you pay only for what you use, at our cost — no markup. Monthly plans are coming soon.
If you connect WhatsApp, Meta bills its message fees to your own Meta account.
When CustomerReplies is not the right tool
CustomerReplies is not the right tool if you want an app from the Shopify App Store; there isn't one yet, and you add the script tag to your theme instead. It is also not right if your customers need replies in Hindi, Tamil or another language. The agent understands those messages but always answers in English. Shiprocket and Delhivery tracking are in Beta, so if courier tracking is your main need, test it first. And if you want broadcast campaigns more than answers, those are in Beta too.
Questions
Does it work with Shopify?
Yes. The script tag works on every Shopify theme, and the order status action checks your Shopify orders. There is no Shopify App Store app yet.
Can a stranger see someone else's order?
No. The agent checks the email or phone number on the order before it shares any details.
Can it process a return for me?
It answers return questions from your policy. You can also build a procedure, a step-by-step playbook, for return requests. Anything it can't handle goes to your team.
How much does it cost?
The first 3 months are free. After that you pay only for what you use, at our cost — no markup. Monthly plans are coming soon.