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Example setup · Ecommerce · After-hours support with order lookup

After-hours customer support for an online store

A small online store run by two people, selling to customers in several countries and time zones.

These are examples of how a business like this could set up Frontivo.io, not stories about real customers. The businesses and outcomes are made up to show the setup; your results depend on your business and your customers.

The problem

Most support questions are the same few: where is my order, what is the return policy, do you ship to my country. They arrive at night and at weekends, when nobody is working.

How it works today

  • Questions arrive by email, website contact form, Instagram and Messenger.
  • The owners answer them in batches each morning, looking each order up by hand.
  • Customers who don't get a reply sometimes open a payment dispute or leave a bad review.

The Frontivo.io setup

  • Shopify or WooCommerce is connected on Integrations with a read-only key, under Store orders.
  • The knowledge base holds shipping times, countries served, return and exchange policy, and sizing help.
  • Instagram, Messenger and WhatsApp are connected, so every channel lands in one Inbox.
  • The store's support email is forwarded to the AI's own address (Growth), so emailed questions get a reply in the same thread and land in the same Inbox.

What the AI handles

  • Looks up order status, shipping and tracking once the customer gives the order number plus the email or phone number on the order, and both match.
  • Answers policy and product questions from the knowledge base, in the customer's language.
  • Recommends products from the knowledge base and captures the shopper's details.
  • Collects the details and hands off anything it can't resolve.

What people handle

  • Refunds, cancellations and changes to orders: the AI never changes, cancels or refunds orders.
  • Damaged or lost parcels and complaints.
  • Orders older than the store shares with apps (Shopify shares the last 60 days by default).

A sample conversation

Names, times and prices are examples. Frontivo.io only uses the details you give it.

  1. Customer

    Where is my order? It's #1042.

  2. Frontivo.io AI

    I can check that for you. What's the email address you used for the order?

  3. Customer

    anna@example.com

  4. Frontivo.io AI

    Thanks, Anna. Order #1042 shipped yesterday and is on its way. Here's the tracking link from the carrier.

What changes day to day

  • The morning starts with only the conversations that need a person, each with a summary.
  • The team takes over a conversation from the Inbox, replies on the same channel, then hands it back to the AI.

What Frontivo.io can help with

  • Order-status questions answered at any hour without anyone looking them up.
  • Fewer repeat "any update?" messages.
  • A shorter, more focused support queue each morning.

Potential outcomes, not measured results. Every business is different.

Business impact

The owners spend support time on the conversations that need judgment, while routine questions are answered around the clock in every customer's language.

More example setups

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