AURA Ecommerce OS Core system • Support & CX

Customer Support & Helpdesk Automation

AURA turns your helpdesk into a 24/7 AI+human support layer that answers faster, tags tickets correctly and syncs everything with Shopify, Woo or custom stacks.

Email, chat & social DMs AI first response, humans on the edge cases Shopify & order-aware answers
Activate Support AI → Browse other systems ↓

We don’t replace your team — we strip out the repetitive tickets so humans can focus on the conversations that actually need a brain.

What this system does

Your 24/7 AI front line (with human backup)

AURA reads your policies, product catalogue, orders and past tickets, then takes the first pass on support — answering, tagging and routing so your team only sees the tickets that actually need them.

  • Instant answers to common questions (shipping, returns, sizing, order status, etc.).
  • Order-aware replies that pull data from Shopify/Woo in real time.
  • Smart tagging so reporting is finally accurate.
  • Escalation rules for refunds, angry customers or complex issues.
AI replies that sound like your brand Humans stay in control of edge cases

Where it sits in your stack

Support Automation plugs into the tools you already have instead of forcing a re-platform. We build the brains, not another inbox.

  • Helpdesk: Gorgias, Zendesk, HelpScout, Intercom and similar.
  • Store: Shopify, WooCommerce, BigCommerce, custom carts.
  • Channels: Email, on-site chat, WhatsApp, IG/FB DMs (where supported).
  • Automation: Make/Zapier scenarios for special flows & tagging.
Works with the AURA Audit, Returns & Abandoned Cart systems
Who it’s for & what we build

Ideal for brands that…

  • Are drowning in “where is my order?” and policy questions.
  • Have support teams spending hours tagging tickets or copying data from Shopify.
  • Want 24/7 coverage without hiring extra headcount in every time zone.
  • Care about CX and brand voice, not just robotic bot replies.

If you’re at the stage where support volume grows with revenue, this system decouples the two.

What we set up for you

  • AI support agent (or agents) trained on your store, docs and tone of voice.
  • Routing logic: what AI can fully handle vs. what must go to humans.
  • Tagging and classification rules for clean reporting.
  • Playbooks for escalations, refunds, angry customers and VIPs.
  • Simple dashboards so you can see time saved and CSAT impact.
Inputs & outputs

Inputs we need from you

  • Access to your helpdesk and store platform (with appropriate permissions).
  • Your policies: shipping, returns, warranties, SLAs, tone of voice.
  • Examples of great and terrible replies from your current support.
  • Any current macros, saved replies or internal docs we should build from.

Outputs you get every day

  • AI answering tickets across channels, within your rules and tone.
  • Human agents with fewer, better tickets in their queue.
  • Clean tags & categories for real reporting and forecasting.
  • Ongoing suggestions for new macros, help articles and product fixes.
Example workflow

How a Support Automation build runs

  1. You share access to your helpdesk, store and current docs/macros.
  2. AURA analyses historic tickets to find patterns, quick wins and edge cases.
  3. We design the AI agent’s “job description” and guardrails together.
  4. Flows are wired: AI takes the first pass, routes complex tickets to humans.
  5. We run a monitored pilot phase with humans reviewing AI replies.
  6. We turn up automation once everyone is confident, then keep improving.

You stay in control of what AI is allowed to do, and we make sure the system respects that.

FAQ
Does this replace our support team?
No. The goal is to let AI handle repetitive, policy-based questions so your team can focus on complex cases, VIPs and brand-building conversations — not passwords and tracking links.
Will AI send replies without us checking?
Only when you’re ready. We usually start with a “suggest only” mode where agents approve replies. Once everyone’s comfortable, we turn on auto-send for low-risk ticket types.
What about refunds and sensitive actions?
Those can be locked behind human-only rules, or require explicit approval. AURA never has to be allowed to issue refunds or edit orders if you don’t want it to.
Which platforms does this work with?
Any combination of Shopify/Woo/BigCommerce or custom stores plus modern helpdesks such as Gorgias, Zendesk, Intercom or HelpScout. We design around your stack, not ours.
Want your support inbox to feel lighter without hiring a whole new team?
We’ll design, train and wire a Support AI layer that fits your brand, policies and tools — then show you exactly how much time and revenue it saves.
Activate Support AI → Browse other systems ↓