AgentWorks for E-commerce and retail
Every “where is my order?” answered with the order in hand.
Most customer emails need one lookup and a polite answer. A team of agents reads the email, finds the order in Shopify and drafts the reply. Returns and complaints go past a person.
Webshops and retailers with an online channel, roughly 10 to 250 people.
The work that comes back every week.
Order-status questions
Where is it, when does it come, can I change the address.
Returns and complaints
Checked against your return policy, one by one.
B2B and phone orders
Typed into the shop by hand from an email or a call.
Reading reviews and feedback
What customers keep saying, beyond the star rating.
Product questions
Size, stock, compatibility. The answer is in the catalogue.
Your team
A team of agents, each with one job.
Each agent does one thing well, in your own apps, and asks before it sends or changes anything. You give them their rules. They share the board with your people.
Support desk agent
Called by the workflow
Reads each customer email, finds the order or product in Shopify and drafts the answer.
Looks up orders on its own. Every reply asks first until you allow it.
Ready-madeReturns handler
Called by the workflow
Checks a return or complaint against the order date and your return policy and drafts the answer.
Drafts only. Refunds are done by a person in Shopify.
Draft order builder
You ask in chat
Turns a B2B order email into a Shopify draft order with the right products and prices.
Creates draft orders after you approve. A person completes the order.
Feedback analyser
You ask in chat
Reads a batch of reviews or survey answers and reports what keeps coming back.
Read-only. It reports; you decide what to change.
Ready-madeWorking together
Customer email answered with the order in hand
Starts when A new email arrives in your support inbox, for example support@ in Gmail.. One workflow hands the work from agent to agent, and stops where a person needs to decide.
- Customer service approves replies. You can allow plain status answers from then on and keep returns on approval.
- Refunds and cancellations are done by a person in Shopify. The agents don’t refund.
Start · Gmail
Customer emails support@
Order question, return or complaint
Agent
Support desk agent reads it
Finds the order number or the customer
Action · Shopify
Looks up the order
Status, items and fulfilment
Check
Return or complaint?
Or a plain status question
Agent
Returns handler checks the policy
Order date, items, your return terms; drafts the answer
Asks first
Customer service approves
Reads the reply and edits if needed
Action · Gmail
Reply sent and labelled
The email gets a label and leaves the inbox
The apps it works in
ShopifyGmail
Outlook
Zendesk
Intercom
MailchimpGoogle SheetsOther shop platforms and marketplaces such as WooCommerce, Magento, Lightspeed, Shopware, bol.com or Amazon have no ready connector, nor do warehouse and carrier systems. Most send webhooks (a new order can start a workflow) and have an API the HTTP request step can call; an MCP server works too.
All 40 appsWhat you need
On Free you can try this with up to 3 agents, 2 workflows and one email trigger checked every 10 minutes. The full team, a faster check of the support inbox and team boards need Business.
PricingStart from a ready-made agent.
These are in the product today. Start one and it is waiting in your workspace after you sign up.
Support Inbox Triager
Works your support mailbox: reads what came in, finds the answer in your own knowledge base, tells you which messages you can close with it, and opens a tracker issue for the ones that need engineering.
Use this agentCSAT Feedback Analyser
Analyses a batch of CSAT survey responses and free-text comments, reporting sentiment trends, recurring themes, and the top drivers behind low scores.
Use this agentStep by step
Answer “where is my order?” emails
The agent reads the question, looks the order up in your system and drafts the reply with tracking.
BoardYour support desk on one board
Every request becomes a ticket. An agent sorts it and drafts the answer. A person checks it and sends.
WorkflowOne workflow that calls your agents
A new order starts one workflow. It hands the work to three agents, each doing its own job.
Questions
AgentWorks for E-commerce and retail
Runs in the EU. Every action that changes something asks first.
No. The Shopify connection reads orders, customers and products and can create draft orders. Refunds stay with your team.