Hand AI-sold orders to service with the context.

When an AI-sold order needs a person, service sees what the shopper asked, what the assistant promised and where the order is.

Start with an AI shopping review How it works

Handoff · ORD-8512From the Fernway assistant

Wants a washable jacket by Friday.

Confirmed: Mostly dry, under $200, here by Friday
Considered: Navy M, Sand M, Waxed M
Bought: Navy M and a Care Kit, $196
Promised: Arrives Thursday
Open: Asks whether it runs true to size

What the agent sees when the shopper writes in: no re-asking, and the promise in plain view.

Sound familiar?

A customer writes in about an order they placed through an assistant, and the helpdesk has never heard of it.
The shopper has to explain the whole conversation again.
The assistant promised Thursday, and service has no idea.

The customer remembers the promise, not the channel. If service can’t see it, you either break it or pay to fix it.

What changes.

TodayWith the engine

Context: Lost at the assistantThe question, confirmed needs and items considered travel with the handoff
The promise: Not stored anywhereThe delivery date and claims shown are kept on the order
Status: Answered from three tabsAnswered from the order record
Actions: Assumed to be possibleOnly the service actions the route permits

How it works. 5 steps, 4 stages.

AI2
Rules and automation2
Your team1
Approval

1Capture
1. Rules and automation
  Keep the promise on the order
  The delivery date, the price shown and the key claims are stored with the order and its source conversation.
  - Shopify
2Hand off
1. AI
  Write the handoff note
  Summarizes the question, the constraints the shopper confirmed, the items considered and what’s still open.
  - Gorgias
2. Rules and automation
  Route to the right queue
  Order, product and delivery questions reach the right team with the note attached.
3Answer
1. Your teamApproval
  Answer and act
  Your agent sees the record and takes only the actions your policy and the route allow.
4Learn
1. AI
  Find what to fix
  Groups repeat contacts about AI-sold orders by cause, like a missing delivery date or a claim the assistant made.

Repeat contacts become fixes

What you get. Real work, every week.

Where’s my jacket?

Order ORD-8512 shipped this morning and is due Thursday, the date you were given when you ordered.

From the order record · promise kept from the assistant conversation

The answer comes from the order record, so it matches what the assistant said.

How you’ll know it’s working.

Handoffs that needed no re-asking
The agent could act without asking the shopper to start over.
Service contacts per AI-sold order
Compared with orders placed on your own site.
Time to a first useful reply
From the shopper’s message to an answer that uses the context.

Baselines agreed before we build.

Works with what you have.

Support

Gorgias

Commerce

Shopify

Fulfillment

ShipBob

Search & AI

ChatGPT

We configure first: Your helpdesk’s own handoff and Shopify’s order data cover most of it. We check which service actions the route actually lets you take before designing anything.
We build when: AI-sold orders reach service through more than one route, and the context arrives as a bare order number.

What a first build includes.

Built in your accounts, around your team. Scope, fee and baseline agreed before we start.

1Design
2Build
3Run it, or hand it over

Start with a review Scope this build

We build

A handoff note for every escalated conversation
The delivery promise stored on the order
Routing and queues in your helpdesk
A weekly list of repeat contacts and their causes

We start from

Assistant conversation logs
Order and fulfillment data
Helpdesk access and macros

From your team

Owner: CX lead, with ecommerce
Involves: Customer service
Ecommerce
Operations

Questions teams ask.

Can service cancel or refund an order placed through an assistant?

It depends on the route. Some let you watch fulfillment, refunds and exchanges without letting you start every service action. We map what’s allowed first and design the handoff around it.

Do we need a new helpdesk?

No. We work in the helpdesk you have, and keep the conversation, the order and the promise in front of the agent.

Who owns it once it’s running?

You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with ecommerce. We can keep running it with you, or step back.

How do we start?

Usually with an AI shopping review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly.