Can you take the filter papers off my order? It hasn't shipped.
Order changes
AI helpdesk for ecommerce
A helpdesk with an AI agent on the team.
The Aide AI Agent answers chat and email as an assignee. Your team works the rest from one live inbox, with routing, SLAs and macros that fill in the order. · By Ziyad BasheerAll
SA
Sofia Alvareznow
Is the Guji washed or natural?
Thinking of the Ethiopia Guji for pour-over.
LM
Leo Martinsnow
Grinder arrived cracked
The handle on my hand grinder is cracked. Can I get a refund?
HB
Hannah Brooksnow
Where is order #4131?
Tracking hasn't moved since Monday.
DO
Daniel Okafor16m
Remove an item
Done, the filter papers are off order #4140. The rest ships Thursday.
Order changes
GL
Grace Liu34m
Grind size for a Chemex
Go medium-coarse, about like sea salt.
Brewing help
TB
Tom Becker1h
Wholesale for our café
We open in May and will need about 20 kg a month.
Wholesale
AR
Ana Ruiz2h
Change my shipping address
Updated. Order #4102 now ships to 18 Alder Way.
Address change
Remove an item
Done, the filter papers are off order #4140. The rest ships Thursday.
Grinder arrived cracked
The handle on my hand grinder is cracked. Can I get a refund?
Damaged item
Handoff summary
Customer wants
A refund for a hand grinder that arrived cracked.
Needed next
Approve the $89 refund on order #4127.
A person is handlingnow
ReplyInternal note
Write a reply… Type / for a macro
MacrosAI
Short answer
Aide Helpdesk is an AI-first helpdesk where the Aide AI Agent answers chat and email and your team handles everything it doesn't, with routing, SLA policies, macros and an audit log. It costs nothing for up to 2 team members, and human replies are never billed.One inbox for Aide and your team
Live inboxAide as an assigneeNeeds a personSLA policiesRouting rulesRound robinBalanced teamsLive inboxAide as an assigneeNeeds a personSLA policiesRouting rulesRound robinBalanced teamsLive inboxAide as an assigneeNeeds a personSLA policiesRouting rulesRound robinBalanced teams
MacrosSender rulesCustomer timelineSnoozeBulk actionsSlack alertsAudit logMacrosSender rulesCustomer timelineSnoozeBulk actionsSlack alertsAudit logMacrosSender rulesCustomer timelineSnoozeBulk actionsSlack alertsAudit log
- Where it lives
- A standalone inbox at my.aide.app/inbox, with the Aide AI Agent and Copilot.
- Channels
- Aide Chat on your site or Shopify store, email forwarding and Gmail.
- Price
- Free plan for 2 team members. Paid plans from $39 a month.
- Roles
- Owner, Admin and Agent.
- Audit log
- Every sign-in and change, with a before-and-after diff, kept two years.
- Notifications
- Handoffs, missed SLA targets and orders awaiting approval, by email and Slack.
What's in the inbox
Built around who needs a person
Aide takes the conversations it can answer. Your team sees the rest, sorted and timed.
Aide as an assignee
Chats Aide is answering are assigned to Aide. Take one over, or hand it back, in one click.Needs a person
Every open conversation Aide isn't handling, handoffs included, appears here the moment it arrives.SLA policies
First response, next response and resolution targets, with a warning before a miss.Routing and assignment
Rules set the team, priority or SLA. Round-robin and balanced teams share the load.Macros with order details
Type / to pick a macro. It fills in the order and tracking, and runs its actions on send.Sender rules
Receipts and newsletters are filed out of the queue, and every filed message says why.Setup
From sign-up to a working inbox
Connect your channels
Add Aide Chat to your site or Shopify theme, forward your support address or sign in with Gmail.Turn on the AI agent
Aide answers from your website, help center, products and orders. New topics start on Drafts.Work what needs a person
Handoffs land in Needs a person, routed and timed by your rules.Automation that never undoes a person
Routing rules run when a conversation starts, on each customer message, on a handoff, and again once Aide has tagged the topic, so "refund requests go to Billing" matches on arrival. Once someone is assigned, team and member actions are skipped.
SLA clocks run in calendar hours or your business hours, skipping weekends and holidays in your timezone, and pause while a conversation waits on the customer, is on hold or is snoozed. A snoozed conversation reopens with its assignee.
Context beside every conversation
The details panel shows the customer's other conversations as a timeline across email, Aide Chat and connected helpdesks. With Shopify connected, it adds their orders, every shipment of a split order, live tracking and their cart. Teammates can refund, cancel, change the address, hold fulfillment or send a free replacement from the conversation, and large refunds requested by Agents wait for an Owner or Admin.
Frequently asked questions
A helpdesk where an AI agent works the queue alongside your team. In Aide Helpdesk, the Aide AI Agent answers the chats and emails it can, conversations it is answering are assigned to Aide, and everything else lands in Needs a person.
Yes, for up to 2 team members, with unlimited human conversations and 150 AI replies a month. Starter is $39 a month for 1,000 AI replies and unlimited team members.
No. Aide connects to Zendesk, Gorgias and Front on every plan and drafts and replies inside them, so your team keeps its helpdesk. Aide Helpdesk is for teams starting fresh or answering from a shared inbox.
Aide Chat on your website or Shopify storefront, a hosted chat page, email forwarding from your support address, and a connected Gmail inbox.
Routing rules, round-robin and balanced auto-assignment, SLA policies with warning and breach actions, macros that run actions on send, and sender rules that file automated mail. Every plan includes every feature.
When your team is happy on Zendesk, Gorgias or Front (keep it and add Aide inside), or you need voice, phone, WhatsApp, Messenger or Instagram today. Aide also doesn't host a public help center or send mobile push notifications.
Start free with Aide
150 AI replies a month on the Free plan, with every feature included. No card needed.