Support widget

Customer support widget with workflows

A customer support widget with workflows is more than a chat bubble on your site — it is the entry point to your support operations. Zynli's embeddable widget routes each question to knowledge base answers, API-powered workflow actions, or human agents with ticketing — so routine issues resolve automatically and exceptions escalate with full context.

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What a support widget with workflows means

Generic chat widgets collect messages and forward them to agents or a simple FAQ bot. A workflow-enabled widget detects intent, answers from your knowledge base, runs API actions for live data, and escalates to humans when automation cannot resolve the issue — all in one conversation thread.

  • Intent routing sends order questions to order flows, policy questions to KB RAG
  • API workflows fetch tracking, refund status, and order details in chat
  • Human agents join the same conversation with full context on escalation
  • Tickets can be created automatically from escalated widget conversations

What this means in practice

For your team, the widget is the front door — not a separate channel. Customers get instant answers for routine questions; agents only see cases that need judgment. Support operations stay connected from first message to ticket resolution.

  • Embed once with a single async script tag on any site or store theme
  • Configure agents and workflows in the Zynli dashboard — no code changes per workflow
  • Agents monitor live conversations and take over when escalation triggers
  • Ticket board links back to the original widget conversation

How a customer question enters the support flow

1. Customer opens the widget

Visitor clicks the support widget on your storefront or site and asks a question in natural language.

2. Intent detection routes the message

Zynli classifies the intent — order status, shipping delay, refund, product question, billing — and routes to the right agent or workflow.

3. KB answer vs workflow action vs escalation

Policy questions answer from docs. Live data questions trigger API workflows. Low-confidence or rule-matched cases escalate to a human agent.

4. Resolution or handoff

Issue resolves in chat, or an agent joins with full thread history and optional ticket creation on your kanban board.

Example workflows from the widget

Order lookup

Customer asks "where is my order?" — workflow calls your order API and replies with status and tracking.

Returns and refunds

Eligibility answered from KB; refund status checked via API; disputes escalated to agents.

Shipping delays

SLA policy from KB combined with live carrier tracking when APIs are connected.

Billing questions

Charge explanations from policy docs; live invoice lookups via API; disputes routed to finance queue.

Product questions

Sizing, compatibility, and availability from product docs and optional catalog API.

Who this is for

  • Ecommerce stores that need more than a FAQ chatbot on their storefront
  • SMB teams that want widget + inbox + ticketing without multiple tools
  • Support teams connecting order, shipping, and returns APIs to customer-facing chat
  • Organizations that need human escalation with context, not cold transfers

Where human handoff fits

The widget is where customers start; human handoff is where complex cases finish. Zynli escalates billing disputes, damaged goods, lost packages, and explicit human requests to agents inside the same chat — with citations, API results, and optional ticket creation.

Widget vs generic chat bubble

Generic chat widget

Collects messages, may show FAQ suggestions, forwards to email or agent queue with limited context.

Zynli workflow widget

Routes intents, answers from KB, runs API workflows, escalates with full context, creates linked tickets.

Support workflows you can automate

Configure AI support for orders, shipping, returns, billing, and product questions — grounded in your knowledge base and connected to your APIs.

Order Agent

Order status, delivery updates, and order lookup.

Example questions

  • · Where is my order?
  • · Has my order shipped?
  • · Can I change my delivery address?

Example actions

  • · Check order status
  • · Fetch tracking number
  • · Escalate delayed orders

Shipping Agent

Shipping timelines, carrier updates, and delivery exceptions.

Example questions

  • · When will this ship?
  • · Why is my delivery late?
  • · Can I upgrade to express shipping?

Example actions

  • · Pull carrier tracking
  • · Explain shipping SLA from KB
  • · Create ticket for lost packages

Billing Agent

Charges, invoices, payment methods, and billing disputes.

Example questions

  • · Why was I charged twice?
  • · Can I update my payment method?
  • · Where is my invoice?

Example actions

  • · Look up charge details via API
  • · Explain billing policy
  • · Escalate billing disputes

Returns Agent

Return eligibility, refund status, and exchange requests.

Example questions

  • · How do I return this item?
  • · When will I get my refund?
  • · Can I exchange for a different size?

Example actions

  • · Apply return policy from KB
  • · Check refund status via API
  • · Open return ticket for review

AI resolves most issues. Agents handle the rest.

When automation can't resolve an issue — damaged goods, billing disputes, or policy exceptions — escalate to a human agent with full thread history and optional ticket creation.

  • Low-confidence answers trigger handoff automatically
  • Agents see chat history, citations, and workflow run logs
  • Escalations become numbered tickets on your kanban board
  • Customers track progress via magic-link portal

Visitor

My package arrived damaged. I need a replacement.

AI workflow

Connecting you with an agent — your order details and photos are included.

Human agent

Replacement arranged. Ticket created for tracking.

Frequently asked questions

Is Zynli just a chat widget?

No. Zynli's widget is connected to AI agents, knowledge base RAG, visual API workflows, human agent inbox, and kanban ticketing. It resolves issues — not just collects messages.

Can the widget trigger support workflows?

Yes. On Pro, visual flows call your REST APIs based on visitor intent — order lookups, tracking, refund status, and custom actions via OpenAPI import.

How does human handoff work in the widget flow?

When escalation triggers, a human agent joins the live conversation with full thread history, KB citations, and flow run logs. Optionally, a numbered ticket is created on your kanban board.

How do I embed the widget?

Add one async script tag to your site or Shopify/WooCommerce theme. See the homepage embed section or WooCommerce plugin for one-click setup.

Does the widget work without API workflows?

Yes. Knowledge base answers work on all plans. API workflow automation requires Pro. Human handoff and ticketing require Starter+.

See how Zynli automates your support

Train AI on your knowledge base, connect your APIs, and resolve order, shipping, billing, and return issues in chat.

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Related capabilities

Resources

Knowledge base and ticketing with AI

KB, inbox, workflows, and ticketing in one platform.

Learn more

AI support with human handoff

How escalation works from the widget to agents.

Learn more

AI order status automation

Example workflow triggered from the support widget.

Learn more

How Zynli works

Full support resolution flow explained.

Learn more