How Supportify works
From a question at midnight to a settled order.
A customer writes. Supportify works out what they actually need, checks it against your store and your rules, does the thing, and tells them. Nothing sits in a queue waiting for morning.
Hi! Ask me anything about your order, a return, or what fits — I can sort most of it right here.
Where is my parcel? I ordered four days ago.
It left the warehouse last night and reached the Ålesund depot an hour ago. Your parcel locker should have it tomorrow morning.
- channels live on day one
- 3channels live on day onechat, Gmail, Outlook — more when you want them
- to the first reply
- < 1sto the first replyat any hour, in any of six languages
- place it all lands
- 1place it all landsone inbox, not one per channel
The conversation
Five steps, and the agent does four of them.
The sequence is fixed on purpose. An agent that acts before it has verified who is asking, or before it has checked your rules, is a liability rather than a saving.
- 01
It works out the real question
“Where is my order” and “I want to cancel” start the same way and end very differently. The agent reads intent from the whole conversation, not a keyword, and asks one clarifying question when it genuinely cannot tell.
- intent.classify
- language.detect
- history.read
- 02
It confirms who it is talking to
Nothing about an order is shown until the customer proves the email is theirs. A code, three attempts, five minutes. This is the step that lets everything after it be automatic.
- verify.email
- code.expire 5m
- attempts.max 3
- 03
It checks your rules before it acts
Your return window, which products can come back, whether refunds are allowed at all, what the agent may never say. Capabilities are switches you set once; the agent cannot route around them.
- policy.load
- capability.check
- window.validate
- 04
It does the thing
Cancels the order in Shopify, changes the address before picking starts, books the return and generates the carrier label, applies the discount that was forgotten, puts the right size in the basket.
- order.cancel
- address.update
- return.create
- label.generate
- refund.issue
- 05
It writes back like a person would
In the customer’s own language, with what happened and what to expect next. The full transcript, every call it made and how long each took is in your inbox if you ever want to look.
- reply.send
- transcript.store
- rating.request
The ticket system
What reaches a human, and what it looks like when it does.
Roughly one conversation in six needs judgement — a damaged parcel, an angry customer, a wholesale question, something the agent has no policy for. Those become tickets. The rest never do.
- 01
It hands over before it guesses
The agent escalates when it is missing a fact, when your rules say a human decides, or when the customer asks for one. It never invents an answer to avoid escalating — that rule is not configurable.
- ticket.create
- reason.record
- 02
The case arrives already briefed
Order, customer history, the full transcript, what the agent already checked and where it stopped — attached before you open it. You are reading a case file, not starting a conversation.
- context.attach
- order.link
- transcript.link
- 03
It has a queue, an owner and a clock
Assignment, priority, SLA and internal notes. Breached tickets have their own view. The inbox groups by whether something needs you, so the queue is the exception list, not everything that happened.
- sla.set
- assign
- note.internal
- 04
Escalating never costs extra
A conversation is charged once. If it becomes a ticket, that is included — we would rather it escalated than guessed, so we do not price against it.
- charge.once
“It is absolutely genius and really works like a real employee for us — it lets us answer customers lightning fast.”
Questions
Before you install it.
How long does setup actually take?
Install from the Shopify App Store and the agent reads your products, policies and pages on its own. Most stores are answering real customers the same afternoon. The part worth spending time on is the store information and response rules — an hour there is what separates a good agent from a generic one.
Can it do things I do not want it to do?
No. Every action is a capability you switch on. Refunds off and returns on is a normal setup. There is also a hard rule the agent cannot override: never invent information, never guess — escalate instead.
What happens when we hit the billing cap?
The agent keeps answering, but drops to ticket-only mode: it can still talk to customers and open tickets, and it stops taking actions on orders. Those conversations are free. Raise the cap in the Shopify admin and it picks up where it left off.
Which languages does it speak?
It answers in the language the customer wrote in. Norwegian, Swedish, Danish, Finnish, English and German are the ones we support properly, including the tone differences that make a Norwegian reply read as though a Norwegian wrote it.
Can a person take over mid-conversation?
Yes, from the inbox, and the agent steps back for that conversation. If the takeover goes quiet it hands back automatically after a set period, so a customer is never left waiting on someone who has gone home.