# AI Customer Support Chatbot for E-commerce

Source: https://insertchat.com/industries/ecommerce

> Answer product questions with your own catalog.

An AI customer support chatbot for e-commerce answers shoppers’ questions from your own product and policy information. InsertChat’s assistant explains sizes, materials, delivery, and returns, collects details for requests that need your team, and installs on Shopify and other store builders with the website embed.

## Turn a product question into an informed purchase

Example workflow: Storefront chat. Illustrative scenario. Answers depend on your sources; actions depend on your connected tools and permissions. This is not a customer testimonial or measured result.

A shopper has two questions before placing an order.

> Does the weekend bag fit in an airplane’s overhead bin? Can I return it if it doesn’t fit?

## Use your product information

Answer from the dimensions, materials, and other product details you have added to the assistant’s knowledge.

## Explain the store policy

Share your published return window and conditions. Refresh the source when your policy changes.

## Bring in support when needed

Keep the shopper’s questions in the inbox and hand order-specific requests to your team or the supported tools you have connected.

## Your team sets the boundaries

Your team handles refunds and order changes, unless you have enabled the required tools and permissions.

## Does it work with Shopify?

Yes. Install the chat widget on your Shopify storefront with the embed code from your assistant’s settings. The same widget works on WooCommerce, Wix, Webflow, and other builders that accept custom code.

## Can shoppers reach you on other channels?

Yes. Email, SMS, and WhatsApp conversations reach the same assistant and the same shared inbox, so your support team has one place to follow up.

## Can the chatbot answer delivery and return questions?

Yes. Add your product details, delivery information, and return policy to its knowledge, then test the answers. Update the sources when your catalog or policies change. Your support team can take over requests that need an exception.

## Does the website chatbot automatically have access to live orders?

Adding the widget does not give it access to your store’s order system. For live order details or changes, use a supported tool connection with the required permissions, or hand the request to your support team. Shopify storefront setup uses the website embed.

## Related features

- [Website chat](https://insertchat.com/product/website)
- [Knowledge & answers](https://insertchat.com/product/knowledge)
- [Shared inbox](https://insertchat.com/product/inbox)