AI support agent
An AI agent that solves Shopify support, inside the rules you set
It looks up orders, gives delivery dates, changes addresses and answers from your policies, on WhatsApp, Instagram, email and web chat. When a conversation needs a person, it hands it over with a summary.
By the Fyncall team · Last updated 7 November 2026
AO Amara Okafor· WhatsApp
Hi! Where is my order #2081? It was meant to come this week.
Fyncall AIHi Amara! Order #2081 left our warehouse on Monday and is due tomorrow. Here is your tracking link: track.example/2081
Behind the reply
- Customer lookupMatched Amara Okafor by phone number
- Order lookup#2081 · Fulfilled · In transit
- Estimated deliveryDue tomorrow
- GuardrailsReply checked against your rules
Answered by the AI
Three example conversations on a made-up store. Pick one to watch it again.
What is the Fyncall AI agent?
It is an AI that replies to your customers for you. It reads their message, checks your Shopify store and your documents, and writes the answer. It can take real actions, such as updating a shipping address, but only the ones you allow. It replies in the customer’s own language, understands voice messages, and passes the conversation to your team when it should.
What it can do in your store
Each of these is a tool you can switch off, one by one or a whole group at a time.
Orders
Look up an order and its status, by order number, email or phone.
Delivery
Give an estimated delivery date and the tracking link.
Order changes
Update a shipping address, add an order note or cancel an order that has not shipped.
Refunds
Check whether an order is eligible for a refund and where a refund has got to.
Products and stock
Search your catalogue, show product details and check what is in stock.
Cart and checkout
Add items to a cart in chat and send a Shopify checkout link.
Discounts
Look up the discount codes you have set up.
Your knowledge
Answer from your policies, FAQs and guides.
Tickets
Open a ticket and escalate when a person needs to step in.
Your rules, written in plain words
Every agent has its own guardrails. Tell it what never to discuss, words it must never use, and rules it must always follow. Set the tone and the longest reply you want, and choose exactly which tools it can use.
- Never discuss: blocked topics are politely turned aside
- Never say: words removed from every reply
- Must follow: your own rules, such as "Never offer more than 10% off"
- Tone and maximum reply length
- Tool access, switched on or off one by one
What the AI will never do
The short list people ask us for first.
- Issue a refund. It checks eligibility, and the refund itself stays with your team.
- Change an order without asking the customer to confirm first.
- Use a tool you have switched off, or talk about a topic you have blocked.
- Answer from a document that has not finished processing.
- Keep replying once someone on your team takes over the conversation.
- Train AI models on your store or your customers’ messages.
When it hands over
You choose what sends a conversation to your team. The person who picks it up gets a summary, and the AI keeps helping: it stays with the customer while they wait, and Copilot drafts replies for your team.
- The customer asks for a person. Any time, in any words.
- Frustration. When signs of frustration pass a threshold you choose.
- It is not getting anywhere. After the number of failed attempts you set.
- VIP customers. Your best customers go to your team first.
- Sensitive topics. Complaints and legal mentions go to a person.
Outside your working hours, it can carry on as normal, suggest a ticket, or open one for the customer.
Answers that come from your store
Your Shopify data
Products, orders and customers sync from Shopify and update as they change, so stock and order status are current.
Your documents
Upload PDF, Word, text or Markdown files up to 10 MB each. The Free plan holds 5 files and Pro has no limit.
Any language, and voice
It spots the customer’s language and replies in it. When someone sends a voice message, it picks up what they said and answers.
Test it before customers see it
Ask your own questions in the test area and see every tool the AI used, the path it took and how long it took. Save scenarios and run them again after you change a rule.
Then choose how it replies on each channel.
Agent flows
Teach the AI your store's rules, in plain English
Every store has cases only it has. Describe how one should be handled, the way you'd brief a new teammate. Fyncall turns it into a flow the AI follows every time.
Your instructions
Test it
Flow preview
Roll it out at your own pace
- 1Install Fyncall on Shopify. Products, orders and customers sync, and stay in sync.
- 2Add your knowledge. Upload your shipping, returns and sizing documents.
- 3Set the rules. Choose topics to avoid, rules to follow, tone and which tools it may use.
- 4Test it. Run real questions in the test area and read every step it took.
- 5Start with Draft & Review. It writes, your team approves. Pick one channel to begin.
- 6Switch on Auto-Reply. Channel by channel, when you trust what you see.
What it costs
One flat price. No fee per resolved conversation, and human replies never count.
- Free
- 25 AI messages a month
- Pro, $34 a month
- 500 AI messages + 1,000 AI credits
- Human replies
- Unlimited on every plan
An AI message is one reply the AI sends to a customer. AI credits cover workflows, Copilot drafts and conversation analysis.
See plans and pricing →Your data
Where it livesFyncall stores your data on Microsoft Azure in the US (East US 2).
Who writes the repliesReplies are generated with Azure OpenAI, with OpenAI as a backup. Neither trains its models on your data, and neither does Fyncall.
When you leaveUninstall Fyncall and your store and customer data is deleted within 48 hours.
Read how Fyncall handles your data and the list of subprocessors.
Questions about the AI agent
Can the AI make mistakes?
Yes, any AI can. Fyncall limits the damage: it answers from your store data and documents, it follows the topics, words and rules you set, it can only use the tools you allow, and it asks the customer to confirm before changing an order. You can start in Draft & Review, where your team approves every reply, and test it on your own questions before it talks to customers.
Can the AI issue refunds?
No. It can check whether an order is eligible for a refund and what state a refund is in. Issuing the refund stays with your team.
Which languages does it reply in?
It detects the customer’s language and replies in it, so you do not need to set up languages one by one.
Does it understand voice messages?
Yes. When a customer sends a voice message, the AI picks up what they said and replies to it.
What happens when it hands over?
Your team gets the conversation with a short summary, so nobody has to ask the customer to repeat themselves. The AI keeps helping: it stays with the customer while they wait, and AI Copilot drafts replies and looks up orders for the person who picks it up. When you are done, you can hand the conversation back to the AI.
What does it learn from?
Your Shopify products, orders and customers, plus the documents you upload (PDF, Word, text or Markdown, up to 10 MB each). It does not retrain itself on your conversations.
How much does it cost?
The Free plan includes 25 AI messages a month. Pro is $34 a month and includes 500 AI messages and 1,000 AI credits. Human replies are unlimited on every plan, and you can buy more AI messages at any time.
Can I have a different AI agent on each channel?
Yes. Each channel can have its own named agent, with its own tone and rules. To save time, agents can share the same knowledge base and workflows.
Can I use it on only one channel?
Yes. You can switch the agent on or off per channel, and set Auto-Reply, Draft & Review or Off for each channel.
Keep exploring: the helpdesk, the free web chat widget, order editing, Gorgias alternatives.
