AI email support for ecommerce

AI email support is an automated system that reads incoming emails, understands each request, and replies or takes action without a human agent handling each thread. Zipchat reads each email's text and attached images, and replies from your store content, your policies, and, on Shopify, your live order data. It is the same AI agent that works on your store, WhatsApp, Instagram, and Messenger, with one brain for your knowledge, rules, and tools, so each customer keeps one conversation. Across all Zipchat stores and channels, the agent has handled 2.65M+ conversations and replies in the customer's own language, in any language (Zipchat Impact Report, internal data, anonymized).

Setup takes under 30 minutes. Choose your own domain (recommended) or a zipchat.email address, verify your domain with the DNS records Zipchat gives you, forward your support inbox to Zipchat, add your email signature, and send a test email. No developer required. No manual training per email category.

Your team takes over in the same thread. With Escalate conversation on, Zipchat flags the conversation to your team in the inbox and, if you set it up, sends your team a notification email, with the full conversation attached. A team member takes over the thread and replies from the Zipchat inbox, so the customer never has to repeat themselves. Escalating alone does not stop the AI; taking over does. The AI does not guess on complex cases: it escalates with context. With an Agentic Skill, such as the Zendesk or Freshdesk template, the case can go to your helpdesk instead. On average across 2,500+ brands, under 3.2% of conversations are escalated to a human agent.

Any support inbox that can forward email automatically. Forward your support address on your own domain (verified with DNS, recommended) to Zipchat, or use a zipchat.email address. Zipchat does not connect to Gmail or Outlook through OAuth or IMAP, and it does not read your other folders. Replies to campaigns from Klaviyo, Omnisend, ActiveCampaign, Mailchimp, or Brevo reach Zipchat when the campaign's reply-to is your support address.

Email AI is included in every plan, from $64/month, billed annually. This includes the AI email agent and answers to replies to your marketing emails. See the pricing page for the full feature breakdown by tier.

Yes. On Shopify, the agent looks up order status from the order number in the email and, when you turn on Create discounts, creates single-use discount codes, with no extra setup. Returns, exchanges, variant changes, and order edits run through an Agentic Skill connected to your store or your returns platform. On WooCommerce, Wix, and other platforms, order data also comes through an Agentic Skill. The customer gets the result in the same thread, and no agent needs to touch it.

Yes, when the cart email's reply-to is your support address. The reply reaches Zipchat and the agent continues the sales conversation: it answers questions and objections from your catalog and policies and sends the product link so the customer can go back to checkout.

Replies to any email your store sends (promotions, product launches, seasonal campaigns, post-purchase emails) reach Zipchat when the reply-to is your support address. When a customer replies with a question, the agent answers from your catalog and policies and turns the reply into a sale where possible.

Yes. When your Klaviyo, Omnisend, ActiveCampaign, Mailchimp, or Brevo campaigns use your support address as the reply-to, replies reach Zipchat and the agent answers. Replies become conversations rather than dead ends.

Yes, when the customer replies normally. Zipchat sends each reply with the email's thread references (In-Reply-To and References), so a normal Reply comes back to the same conversation, even one you archived. A new email without those references, or a forward that strips them, starts a new conversation.

Yes. The agent sends at most 12 AI replies in one email thread, on top of your account's limits. After that, your team answers. Replies your team sends from the inbox do not count as AI replies.

With Draft Mode on, Zipchat waits about 20 seconds after an email arrives, then prepares one draft in the inbox. Your team sends, edits, or discards it: the customer receives nothing until you do. Emails that arrive close together go into the same draft, and a new email while a draft is pending does not create a second one.

Partly. The agent reads each email's text and attached images (jpg, png, gif, bmp, webp), such as a photo of a damaged item. It does not read PDFs, spreadsheets, videos, or other files.

No. Skip conversation, which the email channel turns on with starter instructions, and the loop protection keep the agent from answering no-reply senders, system emails, and emails that copy the Zipchat address. Those emails stay visible in the inbox for your team.

Zipchat is built for ecommerce email with action-taking capability. Unlike generic helpdesks, Zipchat answers from your store content and Shopify orders, acts through Agentic Skills, answers replies to your marketing emails, and lets your team approve every reply with Draft Mode. Setup takes under 30 minutes with no developer required.