For online stores
E-commerce order support
Give "Where is my order?" its own bot — shoppers get tracking answers in seconds and your team stops copy-pasting the same reply.
One bot per lane, not one bot for everything
Botdesk does not ship a single all-purpose robot. You raise a small crew: a tracking bot that reads shipment updates and answers delivery questions in the shopper's channel; a returns bot that explains your policy, sends the label and books the pickup; a product bot for sizing and stock. Each one follows its own playbook, draws on the knowledge sources you point it at, and stays strictly inside the authority you give it.
That division is what makes autopilot trustworthy. The returns bot can send a label but never override your refund policy; the tracking bot answers from real order data instead of guessing. And the moment any bot is unsure — an unusual request, an upset tone, an order that looks wrong — it hands the thread to your team with a short summary of everything said so far, so the human starts in the middle of the story, not at the beginning.
Week one at a jewelry store
Picture a jewelry store with a two-person support desk and thousands of monthly orders. Week one with Botdesk looks like this: Monday, connect web chat, email and Instagram to one inbox. Tuesday, point the tracking bot at the order data and the help center. Wednesday, watch it quietly close the routine delivery questions while the team spot-checks its answers.
By Friday the queue has changed shape. What remains for people are the conversations people are actually good at: a damaged bracelet, a gift that has to arrive by Saturday, an exchange with a story attached. The repetitive layer — tracking, returns, delivery windows — runs on its own, at the same speed on Sunday night as on Monday morning.
The bots and tools behind it
The queue every store recognizes
Half the inbox is the same three questions — where is my order, when will it arrive, how do I return it — asked hundreds of times a week.
Shoppers write on WhatsApp, Instagram and email at once, so agents juggle tabs while carts sit abandoned and reviews turn sour.
Every carrier delay floods the inbox within minutes, and the team spends the day apologizing instead of fixing the orders that truly went wrong.
Hiring extra agents for peak weeks means training people to answer questions a well-briefed bot could close on its first day.
What changes for a store on autopilot
- from a shopper's question to a tracking answer, day or night
- Seconds
- coverage on chat, email and messengers without adding a shift
- 24/7
- for every channel, with order context attached to each conversation
- 1 inbox
- per extra teammate — operators are free and unlimited on every plan
- $0
Frequently asked questions
- Will the bot invent delivery dates or promise things we can't keep?
- No. Bots answer from your order data and the knowledge sources you approve — if the carrier says Thursday, the bot says Thursday, and if the answer is not in its sources it does not improvise; it hands the thread to your team with a summary. You set the boundaries of what each bot may say and do, and it stays inside them.
- What about upset customers and damaged orders?
- Those are exactly the conversations bots should not handle — so they do not. Escalation rules watch for refunds, damage and plain frustration, and route those threads to people immediately, with the full history and an AI summary on top. Your team's day becomes the hard cases; the bot keeps the routine off their screens.
- Do customers have to use a special channel to reach the bot?
- No — they keep writing wherever they already write: web chat, email, WhatsApp, Instagram or Telegram. Every channel lands in the same inbox, and the bot answers in the channel the question came from. Nobody downloads anything or changes habits; the store just starts answering faster everywhere at once.
- How long does the order bot take to set up?
- Most stores have their first bot live within a day. The playbook editor works in plain language — you describe what the bot handles, point it at your help center and shipping policies, and set what it must leave to people. The 14-day trial needs no card, so a realistic test costs an afternoon.
- What does it cost as our order volume grows?
- Plans are priced by auto-resolves — conversations the bots close on their own. Solo at $79 a month covers 700 of them; Squad at $189 covers 2,000 with unlimited bots and every channel. Team seats are free and unlimited, so growth in people never raises the bill — only genuine bot workload does.