# Support Agent: Resolve customer queries with the AI support helpdesk

> Resolve where-is-my-order, return and cancellation queries in Arabic or English from your knowledge base & store data, and escalate only when needed to your team.

Chosen by ecommerce teams like these

## Stop handing off questions your store can already answer

Your team answers the same questions every day. Where is my order. Can I cancel. Can I return this. They look each one up by hand, or their chatbot runs out of answers and hands it to a person anyway. AI customer support for ecommerce should clear the queue, not add to it.

- **Queue order questions.** — Customers asking where their order is wait while a person finds it and types the answer.
- **Bury returns in threads.** — Return requests pile up across chats, so cases slip and customers have to ask twice.
- **Lose context at handoff.** — Even when a handoff is genuinely needed, the history is missing and customers repeat every detail.

## See how the Support Agent resolves chats in three steps

Follow a customer question from first message to closed ticket, with the agent checking real order data before replying and escalating when the answer is missing.

1. **Sort the request.** — The agent reads the message, detects Arabic or English, and works out whether it is about an order, a return, a policy or something else.
2. **Check your store data.** — Orders come from your Salla, Zid or Shopify store, and policy answers come from the documents and knowledge base you uploaded, never the open internet.
3. **Resolve or reassign.** — The agent replies and closes the ticket, or reassigns it to the right person with the full conversation attached, so nobody asks twice.

## Everything the Support Agent does for your store.

### Closes the common tickets on its own

WISMO, returns, refunds, exchanges, and billing questions get resolved autonomously — not just deflected to an FAQ.

### Stays on brand, within policy

It speaks in your tone and only acts inside the rules you set, so every answer is consistent and safe.

### Hands off cleanly when it should

When a case needs a person, your team picks it up with the full conversation history already in hand.

## Watch the Support Agent handle three common requests

Follow an order lookup, a return request and a policy question, each answered from your store data and documents, never guessed.

### Track an order

**Customer:** Hi, where is my order 48213? It was due yesterday.
**Revora:** Thanks for waiting. Order 48213 shipped yesterday and is out for delivery in Riyadh today.
**Customer:** Can I get the tracking link?
**Revora:** Here is the carrier tracking link for order 48213. Anything else I can check for you?

### Process a return

**Customer:** I want to return the blue abaya from order 51077. It is too long.
**Revora:** I can help with that. Your order was delivered four days ago, inside your return window. Is the item unworn?
**Customer:** Yes, unworn with the tags still on.
**Revora:** Thank you. I logged the return for order 51077 and sent the instructions. Your team will confirm the refund.

### Explain the policy

**Customer:** How long does shipping to Jeddah take? And do you offer cash on delivery?
**Revora:** Shipping to Jeddah takes two to four business days. Cash on delivery isn’t available right now; payment is by card.
**Customer:** Got it. Can I change the address after ordering?
**Revora:** I don’t have a confirmed answer on changing the address, so I’ve passed your chat to the customer service team with all the details.

## Cover the jobs that fill your support queue

Review what the Support Agent resolves on its own, how it applies your return policy, and how it hands everything else to the right person.

### Look up orders and reply with live status

The agent finds the order in your store and replies with its current status, not a link to a tracking page. It asks for whichever detail your platform can search by, so the customer gets the answer in seconds instead of waiting for a person.

### Process returns and refunds without your team

The agent checks each return request against the policy you uploaded, then logs the case or hands it to your team. Refund status questions are answered from the same order record, so customers stop chasing and your inbox stops filling.

### Resolve tickets from your knowledge base

The agent answers shipping, payment and policy questions only from the documents and knowledge base you upload, never the open internet. When the answer is missing, it hands the chat to your team instead of guessing.

### Hand off to the right person with context

The agent reaches the right person by team, topic or urgency, and the full conversation travels with the ticket. Your team never asks the customer to repeat anything, and a reassignment is a designed outcome, not a failure.

## Set the rules your Support Agent follows

Choose which topics it avoids, how it sounds and when it escalates, then roll out in phases, answers first and actions once you are comfortable.

- **Block topics you avoid.** — List the subjects the agent must not discuss, and it declines them and routes the customer to your team.
- **Set your reply tone.** — Define how formal, how warm and how brief replies are, so a customer who arrives frustrated gets the right register.
- **Escalate by urgency.** — Send complaints and sensitive topics to a named team or person, ranked by urgency, with the conversation attached.
- **Review every outcome.** — Audit each AI reply, then see how many chats were resolved by AI, reassigned to a person, or left stuck.

## Look up orders on the store platform you run

Check which detail your platform lets the agent search orders by, because it asks each customer for the right one instead of guessing.

- **Salla** — Reads orders and delivery status, including OTO delivery data, from your Salla store.
- **Zid** — Reads order status and fulfilment updates from your Zid store by order ID.
- **Shopify** — Reads orders, returns and fulfilment from your Shopify store by ID, email or phone.
- **WooCommerce** — Connects to your WooCommerce store for product search and order actions.

| Store platform | Finds orders by | What the agent asks for |
| --- | --- | --- |
| Shopify | Order ID, email or phone | Whichever the customer has to hand |
| Salla | Order ID or phone | Order ID or phone, never email |
| Zid | Order ID only | The order ID |

> "The AI handles almost 80% of our questions and our response time dropped from hours to seconds."
>
> — Zakaria Naji, Tech & Marketing Lead, Miraq Lifestyle

- **Hours→sec** — response time at Miraq Lifestyle
- **4.8/5** — average CSAT across Revora merchants

## Test a scripted chatbot against the Support Agent

Run four everyday support requests through both and watch a scripted chatbot run out of branches while the Support Agent keeps resolving from your data.

| | Other tools | Revora |
| --- | :--: | :--: |
| Unscripted questions | Hands off anything outside its written branches. | Answers from your store data and documents. |
| Order status | Links to a tracking page. | Looks up the order and replies with its status. |
| Language handling | Needs a separate flow for each language. | Follows Arabic dialect and switches to English mid-chat. |
| Handoff | Drops the customer into a queue with no context. | Reassigns to the right person with the full conversation. |

## Add selling and comment moderation to the team



- [Shopping Agent](https://userevora.com/products/shopping-agent): Recommend from your live catalogue and send a payment link when a support chat turns into a sale.
- [Social Agent](https://userevora.com/products/social-agent): Hide abusive comments, reply publicly and move buying questions into DMs on your social posts.

## Frequently asked questions

### What is AI customer support for ecommerce?

AI customer support, sometimes called AI customer service, answers customer messages by reading your store data and documents, then resolves the question or hands it to a person. Revora’s Support Agent covers order status, returns, refund status and policy questions in Arabic or English across 8+ channels.

### Can an AI agent track orders in chat?

Yes. The agent looks the order up in your Salla, Zid or Shopify store and replies with the current status and a tracking link. It asks for the detail your platform can search by: order ID, email or phone on Shopify, order ID or phone on Salla, and order ID only on Zid.

### How much does AI customer support cost?

Pricing combines a platform tier with session-based AI usage credits, and we don’t charge per seat or per resolved ticket. The Support Agent is available from the Growth plan at $149 a month, and the pricing page lists current figures.

### Does the Support Agent reply in Arabic?

Yes. It reads each message in Arabic or English, replies in dialect-aware Arabic, and switches language if the customer does. Policy answers draw on your uploaded documents in whichever language they were written, and the agent follows your tone rules in both.

### What happens when it cannot answer?

It hands the conversation to a person instead of guessing. You set the routing by team, topic and urgency, and the full conversation travels with the ticket, so the customer never repeats themselves. A handoff counts as a reassigned outcome in AI Insights, not a failure.

### Does Revora support voice calls or SMS?

No, Revora covers chat and social channels only. Voice and SMS are not supported today. The Support Agent resolves tickets across those channels in Arabic or English, so a team that needs phone coverage will need a separate tool alongside Revora.

### How long does the Support Agent take to go live?

Live within days. Our team builds the agent with you on your store data, policies and tone rules. Setup is hands-on, not self-serve, and the longest part is usually your knowledge base, your escalation rules and your return policy, not the technical connection.

## See the Support Agent answer from your own store data

Watch it resolve order, return and policy questions in Arabic and English, with your team handling only the hard cases.

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HTML: https://userevora.com/products/support-agent