Customer Support

Hand conversations to people with BuyScout® AI Store Agent

When an edge case prevents BuyScout® from fulfilling a shopper request, the AI Store Agent recognizes it, summarizes useful context, and notifies the store's support.

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When does BuyScout® hand a conversation to a human?

BuyScout® handles requests independently and notifies the store's support only when it cannot fulfill a request, such as when a shopper asks for a person, an action fails, or a safety, privacy, payment, or policy decision requires human judgment.

When BuyScout® brings in support

BuyScout® notifies the store's support only when it determines that it cannot fulfill the shopper's request, including an explicit request for a person.

The shopper asks directly

A shopper does not want to continue with automation. BuyScout® respects the request, collects only the context needed, and automatically notifies the store's support.

The case needs judgment

A policy exception, disputed charge, safety concern, failed action, or conflicting order record needs judgment beyond documented rules. BuyScout® summarizes the issue for the merchant.

Clarification still leaves the answer ungrounded

After follow-up questions, available product, policy, or order information still cannot support a safe answer. BuyScout® notifies store support with the unresolved point.

How human handoff works

BuyScout® summarizes useful context and sets honest expectations.

Recognize an edge case

BuyScout® determines when it cannot fulfill a request, including explicit requests for a person, failed actions, and decisions that require human judgment.

Prepare a useful summary

The AI Store Agent includes the shopper's request, relevant source context, completed steps, and unresolved question while minimizing unnecessary personal data.

Send and set expectations

BuyScout® sends the case to the store's support destination and tells the shopper that the merchant, not the AI Store Agent, controls response time and resolution.

A shopper asks for a person

I want a person to review this charge.

I can send the charge question and this conversation to the merchant without marking the dispute resolved.

Yes, please send it.

Sending the charge question and conversation to support

Sent to the store's support destination. Their team will review it and control the follow-up timing.

OutcomeThe shopper's request is respected, the merchant receives useful context, and no live-response promise is invented.

What BuyScout® uses for automatic handoff

Auto Human Handoff works out of the box and uses the store account email as a fallback when no separate support email is entered.

A default support destination

Support handoff is enabled by default. BuyScout® uses the configured support email or the store account email when no address is configured.

Relevant conversation context

BuyScout® automatically summarizes the shopper's request, relevant source context, completed steps, and unresolved issue while minimizing unnecessary personal data.

Optional support guidance

BuyScout® reads support hours and follow-up expectations published on the store's website. Merchants can add store-specific urgent-route or exception guidance in BuyScout® Dashboard.

How Auto Human Handoff works automatically

No routing setup is required to start using the default support destination.

  1. Detect a genuine edge case

    BuyScout® handles requests independently and starts a handoff only when the shopper asks for a person or the request cannot be fulfilled safely.

  2. Prepare a useful summary

    BuyScout® includes the request, relevant facts, completed steps, and unresolved point without adding unrelated personal data.

  3. Notify the default destination

    BuyScout® sends the case to the configured support email or, when none is configured, the store account email.

  4. Optionally change or test the destination

    Merchants can change or disable the support destination and test a representative handoff in BuyScout® Dashboard.

Handoff boundaries

A sent ticket is not a live agent or a guaranteed resolution.

  • A ticket is not live chat Sending an email does not mean a person has joined the conversation. BuyScout® uses the merchant's approved follow-up language to set accurate expectations.
  • Focused handoff context BuyScout® summarizes the product, order, action, and unresolved point needed for follow-up. Shoppers should keep passwords, payment details, and other secrets out of chat.
  • Handoff does not replace staffing The merchant remains responsible for monitoring the destination, meeting any stated service level, making decisions, and closing the loop with the shopper.

Frequently asked questions

BuyScout® handles customer requests independently and notifies the store's support only when an edge case prevents fulfillment, such as an explicit request for a person, a failed action, or a decision requiring human judgment.

BuyScout® only states approved support expectations. BuyScout® cannot guarantee when the merchant will reply or what decision the team will make.

BuyScout® states only the merchant-approved hours and follow-up expectations. BuyScout® can send to the store's support destination without implying that a person is currently available or will respond immediately.

BuyScout® includes the request, relevant context, attempted steps, and unresolved question while excluding unrelated or unnecessarily sensitive data.

When the handoff workflow reports a delivery failure, BuyScout® tells the shopper that handoff could not be completed and does not claim the ticket was sent.

BuyScout® follows any available merchant urgent path and approved safety instruction. BuyScout® does not present an ordinary email ticket as emergency assistance or promise that the support team is monitoring it immediately.

Get from Shopify — it's freeBook a demo

Install BuyScout® and test the skill with your own store data.

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