Start with the support problem
Store support has two moments. Before the sale, a shopper has one question — will it fit, when will it arrive, can I return it — and leaves if nobody answers. After the sale, most messages are about a specific order, and the reply depends on that order's status. When those messages arrive by chat, email and social apps in different places, the team answers slowly and without the order in front of them. Frosvo brings them into one inbox with the order beside each conversation.
A workflow to put into practice
Step 1
Put the chat where shoppers decide
Install the chat on every page with the plugin or snippet for your platform — WooCommerce, Shopify, PrestaShop or Magento. Add a short proactive message on high-value product pages and the cart, where hesitation costs the most. Keep the greeting specific: what you can help with and how fast you usually reply.
Live chat for WooCommerce →Step 2
Show each customer's orders beside the chat
Connect your store so the team sees the customer's orders, status, totals and dates next to the conversation, with a link to the order in your store admin. Recognise signed-in shoppers so nobody has to type their name and email again. Agree which order changes need extra verification before an agent makes them.
Live chat for Shopify →Step 3
Let the assistant handle the routine
Write clear articles for delivery times and costs, returns and exchanges, sizing and payment methods, then let the AI assistant answer from them at any hour. Keep anything about a specific order with the team: the assistant hands it over with the conversation and the reason.
How the AI assistant hands over →Step 4
Bring email and social messages into the same inbox
Connect your support email, WhatsApp, Instagram and Messenger so every customer message arrives in one place, labelled with its channel. Use saved replies for the answers you give every day and assignments so each conversation has one owner.
See every channel →
Example: from a sizing question to a tracked order
Illustrative workflow to test with your own team.
- A shopper on a product page asks whether a jacket runs small. The assistant answers from your size guide and shows the source.
- Two days later the customer writes again: the parcel hasn't arrived. The assistant hands the conversation to the team because it is about their own order.
- An agent sees the order beside the chat, checks its status and replies with the tracking information.
- The agent leaves a private note so the next person sees what was promised, and resolves the conversation.
Before you go live
- Test the chat on product, cart and checkout pages on a phone.
- Write the delivery, returns and sizing articles before switching the assistant on.
- Connect the store and check what the team sees beside a test customer's conversation.
- Decide which order changes need verification and who handles refunds.
- Set opening hours and check the email follow-up for chats outside them.
What to measure after launch
- First reply time on pre-sale questions
- A shopper waiting more than a few minutes on a product page is usually gone; review this separately from order questions.
- Order questions per order
- If many customers ask where their order is, improve the shipping emails and tracking page, not just the replies.
- Assistant handovers
- Review which questions the assistant handed over and write the missing articles.
Questions about this setup
Which store platforms work with Frosvo?
Frosvo has a free plugin for WordPress (with WooCommerce), modules for PrestaShop and Magento, and a theme snippet for Shopify; the chat also works on any other store with a one-line script. Order details beside the chat come from the store integrations.
Can the AI assistant answer questions about orders?
It answers general questions such as delivery times and returns from your own content. Questions about a customer's own order go to your team, who see the order beside the conversation.
Can I run several stores from one inbox?
Yes. Add each store as its own website with its own chat look and greeting; every conversation is labelled with its store. Extra websites are an add-on on most plans.