On WhatsApp, Instagram, and your web widget, the agent recognizes her, reads the live order, and resolves the everyday — and the rest reaches your team with the brief already written.
5.0The scope the support agent covers before a human touches a thread.
A midnight “where’s my order?” A returning VIP who opens as a stranger. The context exists — it’s just never in front of whoever replies.
One agent, two ways to start. Pick the lane you’re already in.
The agent reads the live Shopify order in the thread — no tab-switching to look it up.
The agent reads live Shopify — order, tracking, returns, lifetime value — right inside the thread.
Live order + tracking read in-threadWhen an agent leaves, the customer record and full chat history stay — in your workspace, not walking out on their personal phone.
Every shift picks up exactly where the last reply left off — no lost threads, no re-asking. The record outlasts whoever happens to be on shift.
The record survives staff turnoverSkills you switch on in AI Studio, tested in the Playground before any live traffic. Each one does a specific support job — plainly, in your customer’s language, from your live data.
“Where’s my order?” answered from live Shopify — status, ETA, and tracking link, mid-thread, in the customer’s language. Verifies identity (order ID + email/phone) before sharing guest orders.
Asks for the one missing field a human would — order number, size, a photo of the damage — and writes it to the customer record, so nothing gets re-asked and those fields can feed Customer Segments for retargeting later.
Customer goes quiet mid-issue? The agent sends a follow-up after a set interval (e.g. 2 hours) instead of letting the thread die.
Closes tickets that no longer need a reply after a window you set (e.g. 24 hours), with a closing message — so resolved threads don’t sit open inflating your queue.
Hands off to a human on the conditions you define — customer asks for a person, frustration spikes, refund or cancellation, fraud or legal, or repeated AI misses — with separate after-hours instructions. The human inherits the brief below.
Sentiment, summary, tags, and a CSAT rating on every conversation — and a co-pilot in the composer for the replies a human still sends.
Every ticket gets a positive / neutral / negative sentiment label and an AI-written summary, so an agent grasps the thread without scrolling it.
Conversations auto-label against tag dimensions you define — Language, Priority, Intention — using your own keyword values.
A 1–5 rating request fires after a ticket resolves — configured separately for human-handled vs agent-handled, per channel — and feeds a Ticket Performance report (response time, resolution time, rating, last agent).
A human drafting a reply can hit Summarize or Rewrite (Casual / Formal / Fun / Professional), and translate the reply into the customer’s language in one tap — right in the composer.
A canned-macro bot answers from a script. The bitbybit agent reads your live order and knowledge base, takes the action you allow, and says so when it is unsure — handing to a human instead of guessing.
| Capability | Without bitbybit | bitbybit |
|---|---|---|
| Where answers come from | A static FAQ / canned macros | Your live Shopify order + your knowledge base |
| When it is unsure | Guesses, or dead-ends the customer | Says so and hands to a human with the full thread |
| What it can do | Deflects to an article, or just replies | Tracks the order, files the detail, takes the action you allow |
| Languages | One language, or clunky macros | Replies in the customer’s language, 100+ |
| After hours | Tickets pile up until morning | Answers around the clock, escalates what it can’t verify |
The agent answers from your data and won’t guess — when it’s unsure, it escalates instead. The human inherits a structured brief — issue, customer, what’s tried, a drafted reply. The customer arrives recognized, not a stranger to onboard. Read, edit, send.
What the customer asked, and what they’re actually trying to do, in two lines.
VIP, repeat buyer, sentiment, language, the order, the policy that applies.
Drafts sent, articles surfaced, actions executed, and where confidence dropped.
Drafted in your tone, flagging what to verify before sending.
Issue, customer, what’s tried, and a drafted reply — read, edit, send.
The customer just told you what they care about. That’s data, not a closed ticket.
Pain-left, wins-right — the support record that keeps working after “closed.”
The same agent, surface, and record run the rest of your commerce.
The conversation surface support runs on.
See bitChat →Where you build, test, and guardrail the agent.
Open AI Studio →Where every resolution writes to the record.
See bitCRM →When a thread turns into a buying moment — recommend, build the cart, send the link — that’s the sales job →
The agent is grounded in your knowledge base, catalog, and live order data. Sensitive topics escalate by rule; it says “I don’t know” rather than improvise.
Run conversations in the AI Studio Playground against your real config.
Conversation logs and config changes reviewable in AI Studio.
Official Meta Tech Partner; records export from your workspace anytime.
See your support inbox with the customer, the order, and the brief already in view. Free trial — no card, no call.
5.0