How Zipchat works for ecommerce

Shopify stores go live in approximately five minutes. Install the app, enable the widget via App Embeds, and Zipchat starts crawling your store. On all other platforms (WooCommerce, Wix, custom sites), paste one JavaScript snippet into your site header. The full process takes under ten minutes. The knowledge base builds in the background as the crawl completes.

Zipchat only answers from the content in your knowledge base. It does not invent information. If a customer asks something not covered in your store's pages, policies, or custom content, the AI says it does not have that information and escalates to your team. You can correct any response you disagree with in one click. The AI will not repeat that mistake. Proactive Knowledge Gap Detection also runs automatically: it scans recent conversations, flags gaps, and creates correction suggestions for you to review without reading every chat manually.

When the AI reaches its limit, it collects the customer's email and forwards the full conversation context to your support team. Team members can take over any live conversation directly from the Zipchat dashboard. Zipchat connects to Zendesk, Gorgias, Intercom, Freshdesk, and Salesforce if your team uses a ticketing system. You can also take over manually at any time, regardless of whether the AI triggered the escalation.

Zipchat detects the customer's language automatically and responds in the same language. It supports 95+ languages out of the box with no configuration required. For stores with localized URL structures (for example /fr/ for French, /de/ for German), Zipchat's Localisation feature ensures French customers get answers from French content and German customers get answers from German content, rather than a mixed-language response.

Yes. Depending on your plan, you can create multiple agents. Each agent has its own knowledge base, training, widget, and channels. Growth plan supports five agents. Pro supports ten. Scale supports twenty. This is useful for brands with separate Shopify stores per market, or holding companies running multiple DTC brands from one Zipchat account.

Zipchat scales automatically. There is no traffic cap on conversations. Your AI reply quota (per your plan) is the only limit, and you can increase it at any time by upgrading or enabling auto-charge for additional reply packs. During BFCM, many stores run proactive chat campaigns (exit intent, scroll triggers) and WhatsApp cart recovery sequences simultaneously. The AI handles concurrent conversations without degradation.

The AI can explain your return policy, initiate a return request via a Custom Tool connected to your returns platform (for example Loop Returns or your own returns API), and provide return label URLs. It cannot directly process a refund in your payment gateway. For refunds, it collects the customer's details and escalates to your team with full conversation context, so the agent does not need to ask the customer to repeat themselves.

The AI will say it does not have that information and offer to connect the customer with your team. It will collect the customer's email, summarize the conversation, and forward it via your escalation channel (Zipchat inbox, Zendesk, Gorgias, or email notification). You also receive a notification in your dashboard. The missed question is flagged in the Proactive Knowledge Gap Detection queue, so you can add the answer to your knowledge base and prevent the same gap from occurring in future conversations.