Kal reads your store.
Point the Knowledge Store at your product pages, sizing guides, shipping and returns policy, FAQ, and order-status content. Kal indexes all of it and answers from your own words, citing the source on every reply.
Ecommerce
Order status, returns, sizing, from your store pages. Cited. Edge cases to your team.
70%
Of ecommerce tickets are repeat WISMO and returns
$0.49
Per AI resolution. Half of Intercom Fin.
24/7
Kal answers across every timezone
$0
To start. 14-day trial, no card.
The ecommerce inbox
The same six questions.
All day, every day.
Where is my order. Can I return this. Does it run small. Will it arrive in time. Why won't my code apply. Should I check out. Kal handles the repeat questions so your team works the ones that matter.
Where is my order, answered on its own.
WISMO is the biggest line item in most ecommerce inboxes. Kal reads your order-status content and shipping policy, returns the tracking state, and closes the thread.
Returns without the back and forth.
Refund windows, restocking rules, exchange steps, prepaid labels. Write the rules once and Kal walks each shopper through their own return.
Sizing and fit, before the cart.
"Does this run small?" "Which one for sensitive skin?" Kal answers from your product copy and sizing charts at the moment of intent, so the bounce becomes a checkout.
Delivery delays, handled with grace.
Carrier delays, cutoff times, "will it arrive by Friday?" Kal sets honest expectations from your shipping policy and hands the goodwill calls to a human.
Coupon questions, off your plate.
"Why won't my code apply?" "Can I stack these?" Kal answers from your promotions content and your rules instead of routing every coupon question to a person.
Catch the cart before it goes cold.
A shopper stalling at checkout is a sale about to leak. Kal answers the last objection in the chat and keeps the conversation moving toward purchase.
WISMO automation
Turn "where is my order?" into a closed ticket.
Across most online stores, order-status questions are the largest single category of support volume, and they are almost entirely repetitive. A shopper wants to know where their package is, when it will arrive, and why it is taking longer than expected. Every one of those is a copy-paste of a tracking link and a reassuring line.
Kal reads your order-status content and shipping policy from the Knowledge Store, returns the current state, shares tracking, and closes the conversation without a human ever touching it. That is WISMO automation: the highest-volume, lowest-value question in ecommerce, handled on its own, around the clock, in every timezone your customers buy from.
When the answer genuinely needs a person, a lost parcel, a misdelivery, a goodwill credit, Kal hands off with the full thread so your team starts informed instead of starting over. See how auto-resolve closes tickets →
Returns, refunds and the sale itself
Deflect the repeat work.
Recover the sale.
Returns and refunds are the second tax on an ecommerce team: refund windows, restocking rules, exchange paths, prepaid labels, each one a multi-message thread. Write the rules once and Kal walks each shopper through their own return, escalating only the exceptions that need judgment.
The other half of the job happens before the order exists. "Does this run small?" "Is it true to size?" "Will it ship before the weekend?" When that question goes unanswered, the shopper leaves. When Kal answers it in the chat, at the moment of intent, from your sizing charts and product copy, the bounce becomes a checkout. The same chat can answer the last objection at the cart, shipping cost, return policy, the "is this legit?" hesitation, and keep a stalling order moving toward purchase.
On Shopify specifically, the install is one snippet and Kal indexes your storefront directly. The dedicated SupportWire for Shopify page walks through that setup. This page is the broader ecommerce view; the Shopify page is the deep dive.
How Kal works
Read. Deflect. Hand off.
Kal answers from your own content, deflects the high-volume questions, and routes the edge cases to a human with full context. It never invents an answer it does not have.
It deflects the repeat questions.
WISMO, returns, sizing, coupons: the high-volume questions resolve in the chat without a human. First Response is instant, and Time to First Response stops being a metric you chase.
It hands off the edge cases.
A damaged order, a disputed charge, a one-off exception: Handover passes the conversation to a human with full context, and Wire Through loops in the right teammate. Kal never invents an answer it does not have.
Versus the field
Outcome pricing.
At half the going rate.
SupportWire charges $19 per seat per month plus $0.49 per AI resolution after 50 free each month, half of Intercom Fin's $0.99 per resolution, with a 14-day trial, no card, and no sales call. You pay only when Kal actually closes the ticket.
Feature
SupportWire
Most others
AI resolution price
$0.49 per resolution
$0.99 per resolution Intercom Fin
Deflects WISMO automatically
Yes, from your content
Flow-builder setup Most chatbots
Every reply cites a source
Yes
Optional Most chatbots
Free 14-day trial
14-day trial, no card
14-day trial Intercom
Hands edge cases to a human
Handover with context
Cold transfer Most tools
Sales call to start
None
Required Most enterprise tools
Dig deeper: pricing, how the AI agent works, or free tools.
Your support team, minus the busywork.
Kal owns the repeat questions and hands your team the conversations that need a person. The same store. A fraction of the inbox.
FAQ
What ecommerce teams ask first.
Written by the team that built it. Sales fluff not included.
It is software that reads a shopper's message, finds the answer in your store's own content (product pages, sizing guides, shipping and returns policy, order-status data), and either resolves the conversation or hands it to a human with context. SupportWire's AI agent, Kal, does exactly this, and cites the source on every reply so both you and the shopper can see where the answer came from.
Yes, and this is where it pays for itself. WISMO is the largest single category in most ecommerce inboxes. Point Kal at your order-status content and shipping policy and it returns the order state, shares tracking, and closes the conversation on its own. Your team stops answering the same question hundreds of times a week. See how auto-resolve works.
It does. Write your return window, restocking rules, and exchange steps once, and Kal walks each shopper through their own return instead of dragging your team through a five-message thread. For a refund that needs verification or an exception, it hands off to a person with the full conversation attached.
Yes. When a shopper asks "does this run small?" or "is this fragrance-free?", Kal answers from your product copy and sizing charts at the moment of intent. Answering the question before the cart is the difference between a sale and a bounce, and it is one of the most direct ways an ecommerce chatbot recovers revenue.
Yes. This page covers ecommerce broadly. For Shopify specifics, the one-snippet install, theme integration, and indexing your storefront, see the dedicated SupportWire for Shopify page. The product is the same; that page walks through the Shopify setup in detail.
SupportWire charges $19 per seat per month plus $0.49 per AI resolution after the first 50 free each month, half of Intercom Fin's $0.99 per resolution, with a 14-day trial, no card, and no sales call. You only pay the resolution fee when Kal actually closes a ticket. See full pricing → or run the numbers with our free tools.
Updated June 2026
Selling somewhere else too? Browse every industry or see the use cases Kal owns.