Use approved store content
Search indexed products, pages, articles, policies and uploaded product documents.
AI support
Answer the known question. Show the human exit.
Pocket Pal answers with store content published for the shopper's language and country. An available agent can take over the same conversation, and email tickets cover the times when nobody is online.
Live handoff
The transcript stays with the conversation.
The shopper does not have to repeat the question. Messages and support status remain attached as the chat moves between AI, the waiting queue and a human agent.
01AIAnswers and acts
02WaitingAgent requested
03HumanAI pauses
04HandbackAI can resume
Check recent order status
Compare the shopper's email on the server and return status, timestamps and tracking for orders in Shopify's default 60-day window.
Keep sources in the same market
Reply in the shopper's language and cite content published for their active country.
Pause AI during takeover
An available agent can join the chat. AI stays out until that agent hands the conversation back.
Send the transcript with the ticket
Send the issue and chat history to the default support inbox or the address assigned to that country.
Assign agent coverage by country
Agents choose which countries they support, and waiting shoppers are shown to the available team.
Agent workspace
See who is online, waiting and already owned.
Storefront heartbeats mark recent shopper presence. Waiting requests appear to available agents, and one agent can own a conversation at a time.
- Online and offline agent status
- Supported countries for each agent
- Recent shopper presence
- Waiting request queue
- Single-agent ownership
- Live messages and handback
Email support ticket
Warranty question · Ireland- To
- support-ie@store.com
- Shopper locale
- en-IE
- Transcript
- Included
- Confirmation
- Sent to shopper
When nobody is online
Turn the chat into a ticket without starting over.
The shopper adds contact details and a short message. The merchant receives the transcript, country and locale, and the shopper receives a confirmation in their locale.
Ready when your store is
Give shoppers an answer and a way out.
Test store questions, order lookup, live takeover and email fallback during the seven-day trial.