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For commerce & subscriptions

Zesto for commerce & subscription support

Refunds, shipment delays, and plan changes enter one Smart Inbox with the customer and order context your team needs — then Zesto drafts, gates tools, and escalates exceptions under policy.

Run commerce support in ZestoSee channels solution
Conversation, order context, and action stay on one rail.

Order lifecycle noise fills the inbox

Where’s my order, refund please, cancel subscription — the same intents arrive over email, chat, and webhooks. Identity is buried. Unsupervised refunds are scary. Agents swivel between Shopify, Stripe, and a helpdesk that never saw the order.

How Zesto follows the order

Trusted channels can attach platform identity. Triage classifies the need. Personas draft from policy knowledge. Tools run only when allow-listed. Humans keep exceptions.

  1. 01

    Intake with customer context

    Trusted channels can carry externalCustomerId and order metadata so the conversation opens with who and what — not a blank CRM hunt.

  2. 02

    Classify and draft under policy

    Triage routes billing, shipping, and plan changes. Knowledge search uses only the policies you index. Drafts wait for approval when risk is high.

  3. 03

    Act or hand off cleanly

    Whitelisted tools run when the workspace and persona allow them. Escalations keep the thread, draft, and reason intact.

Support that follows the order

Illustrative flows — not customer case studies. In Zesto, each row becomes a conversation with triage, draft, and an owner.

Shipment delayed

Order #8841 · carrier scan stale

Draft status updateAI

Refund requested

Order #8802 · outside policy window

Policy exception reviewHuman

Change subscription

Growth plan · annual renewal

Prepare plan changeAI + approval

Commerce-relevant Zesto modules

  • Smart Inbox for email, form, chat, and webhook
  • Trusted-channel customer identity attachment
  • Knowledge for refund and shipping policies
  • Tool allow-lists — refunds only when installed and permitted
  • Approve / reject draft before send
  • Escalation with full conversation history
  • Pages for self-serve order and policy help
  • Audit trail on AI-assisted actions

Governance you can name

  • Trusted channels attach the customer’s platform identity
  • Knowledge search uses only the policies you index
  • Tools run only when the workspace and persona allow them
  • Every handoff keeps the thread, context, draft, and reason

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