What rules guide your customer service approach?

Your documented service guidelines become the single source of truth for all customer interactions. Upload your returns policy, shipping details, sizing charts, and brand voice documents — anything your team would refer to when answering a question. Chatref then retrieves answers from this knowledge-base in real time, so every AI response aligns exactly with what you’d say yourself. No guessing, no generic web answers — just your rules, applied consistently.

Once your guidelines are in place, ai-agents take over the front line. They interpret customer questions — “What’s your return window for sale items?” — and reply using only the information you’ve provided. Because the agent never improvises, every answer stays on-brand and policy-compliant. For the busy fashion season, this means shoppers get instant, accurate help without your team having to repeat the same rules over chat, email, or social DMs.

Service rules often require more than an answer — they need action. Custom-actions let the chatbot trigger real business processes inside the chat thread. Configure actions to check order status, initiate a return and generate a prepaid label, or gift-card balance lookups — all without leaving the widget. For your customers, it’s like having a personal stylist who can instantly handle account tasks, not just repeat your FAQ page.

Your guidelines will evolve with new collections, promotions, and policy changes. Chatref makes it easy to update your knowledge base as your rules change — add a new document or edit existing text, and the AI agents immediately start using the updated information. This closed loop keeps every interaction current and aligned with your latest service approach, without any code changes.

How quickly do you respond to messages?
AI agents respond instantly, 24/7, serving every shopper as soon as they open the chat. If a conversation needs a human, the handoff happens real-time inside the same thread, so the customer never repeats themselves.

Do you have a satisfaction guarantee?
We don’t offer a legal guarantee, but we design for high satisfaction by grounding every answer in your own approved service guidelines. For situations the AI can’t fully resolve, live agents step in with full context to see the issue through — giving customers a clear path to resolution.

Can I track my order status?
Yes. With a custom action configured for your store, the chatbot can pull order status from your backend and display it directly in the chat. Customers can check where their package is without leaving the conversation or hunting down a tracking link.