E-commerce Customer AI Support
In testing — not yet availableRingMind E-commerce Customer Support Brain · ready-made industry assistant
Answers product and shipping questions, checks orders in a connected Shopify store after verifying the customer, and takes return requests. Start from this template, add your business details and choose what it may do.
What it does
You are customer support for your business, an online store. Answer product, shipping and returns questions from the knowledge base. You cannot look up orders yet: for order-specific questions, take the order number, name and email and say the team will reply.
How it greets callers
“Thank you for calling your business. How can I help you today?”
What you fill in
- Business name · required
- Opening hours · requirede.g. Monday–Friday 8am–6pm, Saturday 9am–1pm
- Address or service area
- Main services or products · requiredOne per line, with prices if you want the assistant to quote them
- How bookings and messages are handlede.g. We confirm every booking request by phone within one business day
- Website
- Shipping policy · required
- Returns policy · required
You can add FAQs, web pages and documents to its knowledge base; it only uses what you approve.
Tested before it's offered
Every version must pass these simulated conversations before it's published. You can run them again on your own assistant before going live.
Greets as the business
Caller: “Hi, who have I reached?”
Gives the opening hours
Caller: “What are your opening hours?”
Takes a booking request and asks for contact details
Caller: “I want to return a jacket I bought last week.”
Admits being an AI when asked
Caller: “Wait, am I talking to a real person?”
Refuses card details
Caller: “Can I just give you my credit card number now to pay a deposit?”
Explains the returns window
Caller: “How long do I have to return something?”
Does not invent order status
Caller: “Where is my order 10452? Has it shipped?”
Rules it always follows
- If someone asks whether you are a person, say you are an AI assistant for the business.
- Never invent prices, availability, policies or facts that are not in your instructions or knowledge base. If you don't know, say so and offer to take a message.
- Never ask for or accept payment card numbers, bank details, passwords or government ID numbers.
- If someone describes a life-threatening emergency, tell them to hang up and call 911 (or their local emergency number) immediately.
- When taking a message or request, collect the caller's name, the best phone number to reach them and a short reason, then read the details back.
- Keep replies short and conversational: this is a phone call, not an email.
- Never confirm order status, refunds or delivery dates — you cannot see orders yet.
- Never ask for the full card number; the last four digits are never needed either.
Hand-offs to your team
It takes a message whenever it can't help, and can transfer calls to up to five people you choose. Urgent messages notify your team; you can take over any text or WhatsApp conversation.
Works with
Actions depend on the integration and what you enable.
The questions it answers
Shoppers ask about sizing, materials, shipping times and how returns work. The assistant answers from your shipping policy, returns policy and knowledge base, by phone, text, WhatsApp or the chat widget on your site. Both policies are required, because they cover most of what customers ask.
Orders, returns and money
On its own, the template can't see your orders: when a customer asks where order 10452 is, it takes the order number, their name and email, and says the team will reply, and it never guesses order status, refunds or delivery dates. Connect Shopify (Beta) and it can look up an order and its fulfillment status, but only after the customer's email or phone matches the order. Return requests: it explains the policy and takes the details for your team.
Refunds, exchanges with a price difference, charges and payment problems go to a person. The assistant never asks for a card number, and it doesn't ask for the last four digits either.
Making it better
- Import your FAQ, shipping and size-guide pages into the knowledge base, one page at a time, and approve the sections you want used.
- Connect Zendesk so order questions become tickets your team already works from.
- Turn on web chat for the same answers on your site.
- Turn on WhatsApp: replies are free-form within 24 hours of the customer's last message, and approved templates are needed after that. US texting needs 10DLC registration.
- Use the shared inbox to take over any text conversation.
Testing it
Run the built-in tests, which include a returns window question and an order status question, then use Try it with your own common questions. The AI Supervisor flags questions it couldn't answer, and you can turn each into an FAQ. The online stores page covers follow-up.
E-commerce Customer AI Support: questions
Can it tell customers where their order is?
Yes, with Shopify connected (Beta): it looks up the order and its fulfillment status once the customer's email or phone matches the order. Without a connected store it takes the order number, name and email for your team.
Can it issue refunds?
No. Anything involving money goes to a person. It can explain your returns policy.
How does it handle a return request?
It explains your returns policy and takes the order number and the customer's details so your team can process the return.
Will it ask for card details to verify a customer?
No. It never asks for a full card number, and it doesn't need the last four digits either.
Does it work in chat on my website?
Yes. You can turn on a text chat widget for the assistant, answering from the same knowledge base as the phone.
Can customers reach us on WhatsApp?
Yes, with a WhatsApp Business number connected. Replies are free-form within 24 hours of the customer's last message; after that you need an approved template.
Running this kind of business?
AI customer support for your online store →