How support teams use Claude for customer service.

Claude is already open next to the inbox on many support teams' screens. It is at its best on the writing and reasoning parts of the job, and with your orders and inbox connected it can do much more than write.

What it does well

Claude is strongest where support work is reading and writing.

• Drafting a first reply from your notes, in your tone.
• Reading a long policy or a 40-message thread and pulling out what matters.
• Rewriting a reply to be shorter, warmer or firmer.
• Summarising a conversation before a hand-off.
• Translating a reply while keeping order details unchanged.
• Writing and tidying canned responses and help articles.

What it needs from you

On its own, Claude works from what you give it in the chat.

• Order data. Where order 1042 is, what was in it and whether it can still change all live in your store.
• Your current policy. Claude answers from what you paste or upload, so keep that up to date.
• A way to act. Refunds, cancellations and address changes happen in Shopify, through a connection.

A Claude Project solves the policy part, and the Aide connector solves orders and actions.

Keep your policies in a Claude Project

A Project holds files and instructions that every chat inside it starts with. Create one for support, upload your returns, shipping and warranty policies, and add instructions such as "Answer only from these policies, and say when something isn't covered." Every teammate in the Project then drafts from the same source.

8 prompts for support teams

Paste the customer's message after each prompt, with personal details removed.

1. "Draft a reply to this customer from our policies. Leave [brackets] for anything you can't confirm."
2. "Rewrite this reply to be shorter and lead with the answer."
3. "This customer is upset. Rewrite my reply to acknowledge the problem first without over-apologising."
4. "Summarise this thread in four bullet points for the teammate taking over."
5. "Which part of our returns policy applies to this request, and why?"
6. "Translate this reply into German, keeping the tone and the order details unchanged."
7. "List what I still need to ask this customer before I can process their request."
8. "Turn this policy section into a three-sentence answer a customer would understand."

Connect Claude to your inbox and orders

Add Aide from the Claude directory, sign in with your Aide account and approve what Claude may do. There is no API key to copy, and it works on Claude for web, desktop and mobile. From a chat, Claude can:

• Search your knowledge the way Aide's replies do.
• Find a customer's Shopify orders and check whether one can be returned.
• Read conversations and Aide's draft, then reply, add a note or reassign.
• Refund, cancel or approve order changes within your approval limit.
• Write a procedure for the agent and check when it would apply on your last 50 conversations.

Everything Claude does is a call to Aide's API with your permissions, recorded as you, and it asks before it sends a reply or changes an order. More on the Claude integration page.

Put Claude-quality answers in front of customers

Your team using Claude is one half. The other is answering customers directly in your own chat, email and helpdesk.

The Aide AI Agent runs on Claude models at zero data retention. It answers from your help center, website and Shopify products, acts on Shopify orders for verified customers, and checks every reply before it is sent. Each night it learns from what your team sent and keeps a change only when it tests better, and a quality scorecard shows whether it is ready to answer on its own. The Free plan includes 150 AI replies a month.