Steps AI
AI support agent

Answer support questions before they reach your team.

Order status, delivery, returns and policy questions get an answer straight away. When a customer needs a person, the agent hands over with the full conversation.

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  • Answers from your information
  • Order checks from your store
  • A person when needed
Works onWhatsAppWebsiteInstagram
Walkthrough

One support conversation, start to finish.

What happens when a customer gets in touch about an order.

Step 1 · Find the

Find the order.

The agent checks the order in your store and shipping tool.

Order #2087Shipped
Found in Shopify2 items · Paid
Out for deliveryCarrier status, checked just now

Hi, where is my order 2087?

Your order 2087 has shipped and is out for delivery today.

Order checked
By industry

Order questions for stores, appointment questions for clinics, fee and document questions for schools. Pick an industry to see the conversation.

damaged order ticket
What the agent didFound order #2087 in ShopifyChecked the carrier statusOpened a ticket for a damaged item
9:41
L
Lumen HomeBusiness account
Today
WhatsApp

Lumen Home

An example conversation for an ecommerce business. Your agent answers from your own information and tools.

See Steps AI for ecommerce

What your support agent can do.

Clear the repeat questions and keep your team for the rest. Select a capability to view an illustrative demonstration.

Check orders and deliveries

Look up orders in Shopify or WooCommerce and shipments with five Indian carriers.

Out for delivery
Workspace prepared for the team to help with the customer enquiry
P
Priya NairUnified inbox · Live request
Needs a person

Can I speak to someone about the damaged vase?

Of course. I have passed this to our team.

AAlex joined with the full history

Hi Priya, Alex here. A replacement is on its way.

Assigned to AlexAI replies paused
Human handoff

When a customer asks for a person, or the agent reaches something it should not handle, the chat moves to your unified inbox with the full history. Nobody has to repeat themselves.

  • Set a wait time and a fallback message
  • Email the right person when someone is needed
  • On Instagram, replying from the app pauses the AI
Integrations

Connect your store, carriers and helpdesk.

Shopify
WooCommerce
Shiprocket
Delhivery
Zendesk

Good to know

  • Order tracking and human handoff start from the Starter plan.
  • The agent shares the status your store and carriers report. It cannot change a delivery.
FAQ

What if the agent does not know the answer?

It says so and passes the conversation to your team, rather than guessing.

Can it create tickets in Zendesk?

Connect Zendesk to send tickets there, or keep them in the Steps AI CRM.

One agent, many jobs

One agent can do more than one job.

Give the same agent the skills it needs, or run a separate agent for each job. They share your information, inbox and contacts.

AI sales agentHelp customers choose and buy
AI lead capture agentCollect details in the chat
AI booking agentBook appointments and demos
AI receptionistAnswer calls and take bookings

See the AI support agent with your own business in mind.

Book a demo and we will walk through it using your own information and channels.