Skip to content

Workflow guide

Support plan for online stores

Answer sizing, shipping, and return-policy questions from pages your store already publishes. Refunds and exceptions go to your team with the chat attached.

Build an agent for freeCheck available integrations

What the visitor sees

Questions to test

What the agent answers, and what stays with your team.

Use these questions as test prompts. Each one should be answered from the source under it. Account-specific answers need authentication and a supported connection.

Store assistant

Planning sample

Answer from approved sources

  1. 01
    How many days do I have to return something?Return policy
  2. 02
    How do I measure my chest for the size chart?Size guide.pdf
  3. 03
    How long does shipping to Canada take?Shipping FAQ
Boundary

Hand to your team

  • Refunds, disputes, and policy exceptions
  • Damaged or missing items
  • Discount and price-match requests
For example
Can you refund an order that shipped two weeks ago?
Planning guide. The examples on this page help you scope a test. They do not mean every provider, data source, or action is already connected.

Handoff rules

Write down where the agent stops.

When it does, your team sees the whole chat, not a summary.

  1. 01

    The order arrived damaged

    The agent apologizes and hands the chat to your team to arrange a replacement or refund.

  2. 02

    A chargeback or payment dispute

    The agent stops answering and passes the chat to a person right away.

  3. 03

    The return window has passed

    The agent quotes the policy, then lets your team decide on an exception.

Not every job belongs to an agent. Emergencies, licensed advice, and decisions nobody has approved stay with people. See the stop conditions

What your team sees

A safer first version

Four steps, one pilot review.

Record a baseline before the test, use the same time window after it, and keep the result tied to your own conversation data.

  1. 01Choose one support job
  2. 02Add approved sources
  3. 03Set action and handoff rules
  4. 04Run a private test

Sample measurement checklist

Pilot review

Pilot review progress: 0/4

Questions before setup

Decide the rules before customers see it.

Not yet. Order lookups need a store connection, and Shopify is on the planned list. Until then, the agent explains delivery times from your shipping FAQ and hands order-specific questions to your team.

Only from what you add. With your size guide and product pages as sources, it compares sizes and products and cites the page. It won’t invent stock levels or prices your sources don’t list.

Account-specific lookups and actions in another system need a supported integration and the right permissions. Check the integrations directory before including either in the workflow.

Use real questions with sensitive data removed. Compare each answer with the approved source, test the handoff, and record any missing or incorrect answer before making the agent public.

More workflow guides

Plan another support job.

All solutions

Test one narrow workflow first.

Start with five real questions, remove sensitive data, and compare every answer with the source your team approved.

Build an agent for freeTalk through your workflow

No credit card required