# An AI agent built for ecommerce support An AI agent for Shopify support that reads the ticket, checks the order, and does the work: refunds, free reships, order edits, subscription changes. Canonical URL: https://www.commslayer.com/ai-support-agent-for-shopify > "We handle around 300 tickets a day for a health supplements brand, and Commslayer has genuinely transformed how our team operates. The AI handles a huge chunk of our volume autonomously, freeing up our agents for cases that actually need a human touch." > — Marko Jankovic, CX Lead, Healthletic ## Handles support cases end to end The AI agent can do everything your team can, from answering questions to updating orders and subscriptions, plus custom actions built for your workflows. ## Built to resolve, not just reply The agent has access to built-in actions across Shopify and your ecommerce apps, and can run custom actions for your workflows. Actions the agent can carry out, by the system it reaches into: **Orders & fulfillment** - Create an order - Cancel an order - Refund part or all of an order - Refund to store credit - Reship an order or selected items - Hold fulfillment - Change the shipping address - Add, remove, swap, or change item quantities - Tag an order - Update marketing consent **Subscriptions** - Cancel a subscription - Pause a subscription - Resume or reactivate a subscription - Delay or reschedule the next order - Skip the next order - Offer a configured retention discount - Works with: Recharge - Works with: Loop, Skio, Appstle, Stay AI, Kaching **Conversation workflow** - Escalate to a human - Assign an agent or team - Add a private note - Add or remove labels - Change priority or status - Snooze or mute a conversation - Resolve a conversation - Create a new conversation **Shopping & custom actions** - Create a Shopify cart - Add, remove, or update cart items - Check and validate discounts - Complete checkout - Run a merchant-configured webhook - Call an external API ## Give the agent the same playbook as your team It uses your products, website, help articles, customer history, orders, and subscriptions on every ticket. Add guidance for your policies, exceptions, and preferred responses. - Everything the agent needs to know: The agent uses your products, store pages, help articles, customer history, orders, subscriptions, and training responses when handling each case. - Test on real tickets: Run support questions through the playground, review the answer and actions, then adjust the guidance. > "Currently AI agents are involved in more than 50% of our email tickets, and our CSAT scores have improved. Customers love how fast they can get responses and support to their problems." > — Jake Langley, Founder, Luma Nutrition ## Built for your product category It understands the products, questions, and policies specific to your category and takes the relevant actions, from subscription changes for supplements to size swaps for apparel. **Subscriptions — Keeps subscribers subscribed** - Pauses, skips, and swaps handled in your billing app - Saves cancels with the discount rules you set - Next charge date and history on every ticket **Apparel & footwear — Size swaps without the back-and-forth** - Exchanges and size swaps run straight in Shopify - Lost or damaged orders reshipped on the spot - Shipping addresses fixed before the order ships **Beauty & skincare — Ingredient answers from your own docs** - Routine and ingredient questions answered from your help center - Anything sensitive goes to a human first - Refunds and replacements in Shopify ## The same agent on every channel Use the same instructions and customer context across email, live chat, and social DMs. Voice is coming soon. ## Control how the agent goes live Enable it at your own pace and choose exactly which support topics it can automate. - Draft only: The agent writes; your team reviews and sends. - Approve first: The agent plans the reply and action; a human approves. - Only selected topics: The rest waits for your team. ## Stay in control of what the agent can do Choose which actions it can take, set limits, require approval, and decide when a conversation goes to a human. What can be taken away from the agent: - Handover rules: Send selected topics to a human, or let the customer ask for one. - Action permissions: Enable refunds, reships, order edits, and subscription changes one by one. - Refund limits: Set the maximum percentage and amount per refund, plus daily amount and count limits. - Approval before acting: Require a human to approve the reply and actions before anything is sent. Refund limits, at the defaults the agent ships with: - Max refund percent: 50 - Max amount per refund: 50 - Daily amount limit: 200 - Max refunds per day: 5 The AI agent cannot exceed these limits. It can issue only one refund for a given conversation or order, and one refund per customer every 30 days. ## Improve your AI agent through MCP Connect your preferred MCP-compatible agent to review conversations, identify why cases were handed to humans, and update the AI agent’s guidance and actions. ## Integrations - Shopify - Recharge - Loop - Skio - Appstle - Stay AI - Kaching ## Hands-on support during setup and after launch - Work directly with our team in Slack while you migrate and tune the setup. - We help you migrate for free, then work with you to set up the AI agent and automate your support workflows. - You talk directly to the people building Commslayer, so useful feedback turns into product changes fast. ## Survive Q4 without growing your support team The AI agent is included in every plan, with no seat fees or per-resolution fees. Each plan includes a monthly AI allowance sized to cover its conversation volume. What one subscription replaces: Helpdesk plan, AI add on, Phone tool, Returns app, Order editing app, Moderation app — and seat fees and per resolution fees. Commslayer starts at $39/month. ## Frequently asked questions Answers to common questions about setup, control, pricing, and what the AI agent can handle. Questions and answers: Q: Do I have to let the AI agent reply on its own? A: No. Keep it in Draft only, or require approval before it sends a reply or takes an action. When you’re ready, let it handle only the topics you select. Q: Can I choose which topics and actions it handles? A: Yes. Choose the topics it can handle and enable each action individually. You can also set refund limits and decide when a case goes to a human. Q: Can I test it before customers see it? A: Yes. Use the playground to run real support cases through the agent, review its replies and actions, and adjust the guidance. Nothing is sent to a customer. Q: How much of our support can it automate? A: Automating around 30% is straightforward for most brands. Reaching 50% or more takes additional guidance, testing, and workflows. Some brands handling over 200,000 tickets per month automate around 70%. Q: Can it take actions, or does it only reply? A: It can take built-in actions across Shopify and supported ecommerce apps, including refunds, reships, order edits, subscription changes, and conversation routing. You can also add custom actions for your workflows. Q: How does it learn how we handle support? A: Your Shopify products and store pages sync automatically. Add help articles, training responses, and guidance for the rest. Through MCP, your preferred AI agent can review past conversations and update Commslayer’s guidance and actions. Q: Will it sound like our team? A: You can give it your tone, wording, and support rules, with different instructions for each channel. Use Draft only and the playground to refine its responses before it replies on its own. Q: What happens when it needs a human? A: Set topics that always go to your team, let customers ask for a person, or let the agent ask a teammate for input when it needs help. Your team can provide the missing context or take over the conversation, with the full thread and Shopify order context. Q: Will you help us set up the AI agent? A: Yes. AI agent setup is included on the Scale plan. Our team helps choose the first topics, configure actions, and test real cases in the playground before rollout. Q: Is the AI agent included, or charged per resolution? A: AI replies and drafts are included in every plan, including Free. The monthly allowance is sized to cover your full conversation volume, and there is no per-resolution fee. If you exceed it, additional replies and drafts cost $0.075 each on paid plans, with a spending cap you control. Q: Can it reply in different languages? A: Yes. The agent detects the language the customer uses and replies in the same language. You can override the response language in your general rules. Q: Can it answer phone calls? A: Voice AI is coming soon. It will use the same instructions and Shopify order context as the agent in your inbox. Q: Can I use the AI agent for more than one brand? A: For now, the AI agent supports one brand per Commslayer account. If you run multiple brands, you’ll need a separate account for each.