# AI Customer Support Chatbot for Online Stores

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.

## What it handles for online stores

Handled by your assistant:

- Sizing, materials, dimensions, and compatibility questions
- Shipping times, costs, and the countries you ship to
- Return and exchange policies
- Product comparisons and suggestions from your catalog
- Store hours and pickup details for shops with a location
- Order and payment lookups, with Square connected

Sent straight to your team:

- Refunds, exchanges, and order changes
- Damaged, missing, or late orders
- Payment problems and chargebacks
- Wholesale and bulk inquiries
- Complaints and upset customers
- Questions your product information doesn’t answer

## What it asks and what it needs to know

Details it collects:

- Name and email
- Order number, for order questions
- Product or SKU they are asking about
- What went wrong, for problem orders
- Photos, when the shopper attaches them in chat
- Preferred way to be contacted

What to add to its knowledge:

- Product catalog with sizes, materials, and dimensions
- Shipping zones, carriers, and delivery times
- Return, exchange, and warranty policies
- Care instructions and how-to guides
- Discount and loyalty program rules
- Contacts for wholesale and press inquiries

## 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 look up order status?

Not through the Shopify install, which adds chat without order access. With Square connected, it can search orders and payments, and with Zendesk connected, it can open a ticket for your support team. Otherwise it collects the order number and hands the request to a person.

## How much does an e-commerce AI chatbot cost?

Paid plans start at $98 per month with 5,000 monthly credits and 1,000 knowledge sources. Credit use depends on the model, conversation length, and tools, so credits are not a fixed number of messages. New customers can try Pro free for 7 days.

## 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.

## Can it recommend products?

Yes, from the catalog details you add. It can compare products, suggest a size or an alternative, and point shoppers to the product pages in its knowledge. Keep the catalog source current so its suggestions match what you actually sell.

## Related features

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