Use case

Automate customer support, retire the repeat queue

Most support questions have been answered on your site already. Fetchply turns that content into instant, accurate replies on every channel, so your team only sees the conversations that need a person.

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Free plan · 200 AI messages a month · No credit card

What is your return policy?

Resolved, no handoff

You can return any unworn item within 30 days. Want me to walk you through starting a return?

Shopify
WooCommerce
WhatsApp
Instagram
Slack
Google Sheets
Webhooks

What automated support looks like

97%
of repeat questions resolved before your team steps in: 24/7
coverage in the customer’s own language: 4
channels answered from one knowledge base: 0
AI messages spent on matched Instant Answers

Channel coverage: website chat, WhatsApp, Instagram, and Slack.

In short

Fetchply automates ecommerce customer support by answering product, shipping, policy, and order questions from your approved content across website chat, WhatsApp, Instagram, and Slack. Answers stay grounded in what you trained it on, verified order lookups run against your live store, and conversations that need judgment hand off to your team with the full transcript attached.

Grounded answers only: if a policy or detail is not in your trained content, the agent says so instead of guessing.

How do you automate ecommerce customer support?

You train an AI agent on your website, files, and Q&A pairs so it answers product, order, and policy questions around the clock. Fetchply resolves the repetitive questions automatically and hands off with the full transcript when a human is needed. Volume drops without headcount.

The problem

A support queue built from the same five questions

Every store gets the same questions daily. Predictable, repetitive, and they eat most of your team’s time:

Where is my order?Can I return this?How long is shipping?Do you have size M?

Hiring scales cost with order volume, and macros only speed up replies without shrinking the queue. Holiday spikes and shipping delays break the system.

Automate the repetitive layer and the queue stops growing with your orders.

Capabilities

What Fetchply handles automatically

Out of the box, the agent resolves the most common support requests without any team involvement. It reads your whole site, your files, and your exact Q&A pairs, and answers only from that approved knowledge.

How long does shipping take?

Instant answers

The agent answers your most common questions from your existing content and can cite its sources. No FAQ database to build.

Where is my order?

Verified order tracking

Live Shopify and WooCommerce lookups, unlocked only by the order number plus a matching email or phone.

Can you answer in French?

Any language, any hour

Customers write in their own language and get grounded answers back, at 3pm or 3am.

What is your exchange policy?

Exact Q&A pairs

Instant Answers you write yourself match exactly, can carry images or video, and never consume your AI-message allowance.

Prices changed last week

Automatic retraining

Scheduled retraining re-reads your site so answers track your current prices and policies, with zero downtime.

I need to talk to a person

Human escalation

Complex conversations hand off to your shared inbox with the full history attached. No repeated questions.

Channels

On every channel your customers use

Customers reach out wherever they already are. Same agent, same knowledge base, same escalation rules on every surface.

Website chat

Mid-purchase policy and sizing questions answered in seconds, while the decision is still in progress.

Order and shipping questions answered in the thread customers already use, with verified lookups.

Instagram

DMs, comment replies, and story mentions handled from the same knowledge base, guided to an answer.

Slack

Your team mentions the agent inside Slack for instant answers from the same trained content.

Escalation

When the AI should stop: human handover

Some conversations need a person. Fetchply detects them, signals your team, and keeps answering until someone is actually assigned. Your team can:

Take over any conversation from the shared inbox, mid-thread
Claim or assign conversations so ownership is explicit
Reply with quick replies, inserted Instant Answers, or recorded voice messages
Get Slack notifications the moment a handoff is requested

Escalations arrive with the full AI history attached, so the customer never repeats themselves.

Setup

From signup to live, in one sitting

1
Create your agent
Sign up free and add your website. No code required to start.
2
Train on your content
Sitemap discovery finds your pages; pick exactly which ones to include, plus files and Q&A pairs.
3
Connect your store
Install the Shopify app or connect WooCommerce so order lookups run against live data.
4
Set the tone and test
Pick an instruction preset, then ask the agent real customer questions in the dashboard.
5
Publish and monitor
Embed the widget, connect channels, and watch the unanswered-queries report to close gaps.

Free plan with 200 AI messages a monthWorks on any website platformNo credit card to start

Results

What you can measure

What you can measure from day one, in the analytics dashboard:

97%
of repeat questions resolved before your team steps in: Top questions
ranked by volume, so you see the real demand: Unanswered queries
a ready-made backlog of content gaps to close: 24/7
coverage on every channel, in any language

Satisfaction ratings collected in the chat feed the same reports, and daily, weekly, or monthly email summaries keep the team informed without opening the dashboard.

Comparison

Before and after

Scenario	Before Fetchply	After Fetchply
“Where is my order?” at 11pm	No response until morning. Customer frustrated.	Instant verified answer in chat, 24/7
Return policy question	Agent reads the policy, writes a reply manually	Answered from your trained content, with the source
Holiday ticket spike	Team overwhelmed; response times stretch to days	The agent absorbs the volume; the queue stays manageable
New teammate onboarding	Weeks of training on policies and FAQs	The agent handles the routine; people handle exceptions
Customer with a complex dispute	Handled alongside routine questions	Routed to a human immediately with full context

Ready to stop answering the same five questions?

Start free with 200 AI messages a month. Automate your first answer today.

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“Where is my order?” at 11pm

Before: No response until morning. Customer frustrated.

Instant verified answer in chat, 24/7

Return policy question

Before: Agent reads the policy, writes a reply manually

Answered from your trained content, with the source

Holiday ticket spike

Before: Team overwhelmed; response times stretch to days

The agent absorbs the volume; the queue stays manageable

New teammate onboarding

Before: Weeks of training on policies and FAQs

The agent handles the routine; people handle exceptions

Customer with a complex dispute

Before: Handled alongside routine questions

Routed to a human immediately with full context

Ready to stop answering the same five questions?

Start free with 200 AI messages a month. Automate your first answer today.

Start free Talk to us

When this does not apply

Missing content.: If a policy or detail is not in your trained sources, the agent cannot answer it. It says so, and the question appears in the unanswered-queries report.
Judgment-heavy cases.: Disputes, refund exceptions, and sensitive conversations route to a person through handoff. The AI does not improvise policy.
Actions in unconnected systems.: Live account or inventory answers beyond Shopify and WooCommerce need a connected Function; otherwise the agent handles only the conversation.

FAQs

Common questions

What is ecommerce customer support automation?

It means an AI agent answers the repetitive layer of support, order status, shipping, returns, and product questions, directly from your approved content, while your team handles the conversations that genuinely need a person.

What happens when the agent does not know the answer?

It says so instead of guessing, and can hand the conversation to your team. The question also lands in the unanswered-queries report so you can add the missing content.

Does automation hurt the customer experience?

Grounded answers arrive in seconds instead of hours, and satisfaction ratings are collected in the chat so you can verify quality instead of assuming it. Anyone who wants a person can get one.

How does the handoff to my team work?

Handoff requests land in the shared inbox with the full conversation attached. The AI keeps answering until a teammate is assigned, and Slack notifications can alert the team instantly.

How long does setup take?

Training starts from your sitemap, so a typical store goes from signup to a tested agent in one sitting. You control exactly which pages, files, and Q&A pairs the agent learns from.

Automate customer support, retire the repeat queue

What automated support looks like

In short

How do you automate ecommerce customer support?

A support queue built from the same five questions

What Fetchply handles automatically

Instant answers

Verified order tracking

Any language, any hour

Exact Q&A pairs

Automatic retraining

Human escalation

On every channel your customers use

Website chat

WhatsApp

Instagram

Slack

When the AI should stop: human handover

From signup to live, in one sitting

Create your agent

Train on your content

Connect your store

Set the tone and test

Publish and monitor

What you can measure

Before and after

“Where is my order?” at 11pm

Return policy question

Holiday ticket spike

New teammate onboarding

Customer with a complex dispute

When this does not apply

Common questions

Related use cases

Automate order tracking

Sell & support on WhatsApp

Customer insights

Straight answers before you start.

Give every questionthe right path.

Automate customer support, retire the repeat queue

What automated support looks like

In short

How do you automate ecommerce customer support?

A support queue built from the same five questions

What Fetchply handles automatically

Instant answers

Verified order tracking

Any language, any hour

Exact Q&A pairs

Automatic retraining

Human escalation

On every channel your customers use

Website chat

WhatsApp

Instagram

Slack

When the AI should stop: human handover

From signup to live, in one sitting

Create your agent

Train on your content

Connect your store

Set the tone and test

Publish and monitor

What you can measure

Before and after

“Where is my order?” at 11pm

Return policy question

Holiday ticket spike

New teammate onboarding

Customer with a complex dispute

When this does not apply

Common questions

Related use cases

Automate order tracking

Sell & support on WhatsApp

Customer insights

Give every question
.