# E-commerce

<figure><img src="/files/SCZYKEkZiHPeBSlZH6gU" alt=""><figcaption></figcaption></figure>

Pair an eesel AI agent with your e-commerce platform to handle customer inquiries about orders, products, returns, and shipping.

Your eesel AI agent can be added as a simple chat bubble on your website, or connected directly to your helpdesk as well for escalating inquiries.

**How it differs from a standalone Helpdesk agent:**

|           | Helpdesk Agent (alone)                   | Helpdesk + E-commerce                                                  |
| --------- | ---------------------------------------- | ---------------------------------------------------------------------- |
| Knowledge | Help center articles, past tickets, docs | Same + live Shopify data (orders, products, customers)                 |
| Answers   | Policy-based ("Our refund policy is…")   | Action-based ("Your order #1042 shipped via FedEx, tracking: …")       |
| Actions   | Draft/send replies, tag, escalate        | Same + look up orders, search products, process refunds, cancel orders |
| Output    | Text replies                             | Text replies + visual product carousels in website chat                |

## Quick Start

{% stepper %}
{% step %}

#### Connect your ecommerce store and helpdesk (optional)

Click integrations and search for your ecommerce platform to connect it. If you have a helpdesk, it's a great idea to connect that as well so you can escalate conversations straight to your team.

When connecting Shopify, you can use:

* **OAuth (recommended):** Install eesel AI from the Shopify App Store → Integrations > Shopify > Install Marketplace App → authorize.
* **API Token:** Integrations > Shopify > Credentials → enter your shop name (just the name, e.g. "my-store" — not the full URL) and Admin API access token → Connect.
  {% endstep %}

{% step %}

#### Brief the agent on the job

Write out some workflows or instructions about how to handle different types of queries. Explain what kind of tone, response structure, or product types it should recommend. Give it discount codes to use and explain when it should use them.
{% endstep %}

{% step %}

#### Test with a real question

Open the chat panel in the eesel dashboard and ask a question about an order, or ask it to recommend
{% endstep %}

{% step %}

#### Deploy in your helpdesk, or as a chat bubble on your site

Click integration on the left sidebar > chat bubble > enable. Customize its appearance and add the code snippet within the \</body> tag of your site.

If you want the ecommerce agent in your helpdesk, connect your helpdesk in the integration menu and follow the helpdesk agent guide to set it up.
{% endstep %}
{% endstepper %}

***

## **What the agent can do**

* Look up orders, shipping status, and tracking info
* Search products and show variant details (size, color, SKU, pricing, stock)
* Display visual product carousels in website chat
* Process returns, refunds, and cancel unfulfilled orders
* Retrieve customer profiles by email

Some integrations, like our Shopify integration, have lots of actions available our of the box. Other integrations are not available to trial, but can be set up on a paid plan. Please speak to the team in-app to chat about what's available.

Your agent can assist with:

<table><thead><tr><th width="169">Role</th><th>How</th></tr></thead><tbody><tr><td>Sales</td><td>Instruct your agent to guide your users through their purchase. Use product carousels and recommendations, offer discounts, and more.</td></tr><tr><td>Post-sales</td><td>Assist customers with their order information, billing, and address details.</td></tr><tr><td>Support</td><td>Troubleshoot issues, explain product use, escalate to your helpdesk and more.</td></tr></tbody></table>

## **How it works in practice**

The [Shopify ](/integrations/shopify.md)integration is designed to work alongside a helpdesk integration (Zendesk, Gorgias, Freshdesk). When a customer asks about their order in a support ticket, the agent uses Shopify tools to look up the relevant data and respond with real-time information.

**Recommended setup:**

1. Connect your helpdesk (Zendesk, Gorgias, etc.)
2. Connect Shopify (OAuth or API token)
3. Enable Human-in-the-Loop for refunds/cancellations
4. Brief the agent on your return/refund policies in Instructions

## FAQs

<details>

<summary>Can I use Magento, BigCommerce, or another ERP/Shipping/ecommerce website instead of Shopify?</summary>

Yes! You can use our custom API to connect to platforms we don't have native integrations with. This will enable you to create actions to pull product data and shipping information via API conversationally.

</details>


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.eesel.ai/use-cases/e-commerce.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.