What the Zynli widget does
The widget is the customer-facing entry point for your support operations. Visitors click the chat bubble on your storefront or site, ask a question in plain language, and receive an answer from your AI agents — or get connected to a human agent when automation cannot resolve the issue.
- Embeddable on any website via one async script tag
- Routes intents to specialized AI agents (orders, shipping, returns, billing, product)
- Answers policy questions from your knowledge base with RAG citations
- Triggers API workflows for live order, tracking, and refund data on Pro
- Escalates to human agents with full conversation context on Starter+
How customers start conversations
1. Widget appears on your site
Add the Zynli embed script to your theme or site template. The widget loads asynchronously and does not block page performance.
2. Customer opens chat and asks a question
Visitor types a natural-language question — "where is my order?", "can I return this?", "why was I charged twice?"
3. Intent detection routes the message
Zynli classifies the intent and routes to the right AI agent or workflow — order questions to order flows, policy questions to KB RAG.
4. Answer, workflow action, or escalation
The customer receives a KB-grounded answer, a live API lookup result, or a human agent joins the conversation with full thread history.
How widget questions connect to KB, workflows, and handoff
Every widget conversation follows the same resolution path. The widget is not a standalone chat tool — it is wired into your knowledge base, visual API workflows, agent inbox, and ticketing.
Knowledge base answers
Return policies, shipping SLAs, product FAQs, and billing terms are answered from crawled site content, uploaded files, or Google Drive docs.
Workflow actions
Order status, tracking numbers, refund progress, and custom API lookups run through visual flows triggered by visitor intent.
Human handoff
Billing disputes, damaged goods, lost packages, and explicit human requests escalate to agents inside the same chat with optional ticket creation.
Example widget flows
Order lookup
Customer asks "where is my order?" — workflow calls your order API and replies with status, tracking link, and estimated delivery.
Returns
Return eligibility answered from KB policy docs; refund status checked via API when connected; disputes escalated to agents.
Billing
Charge explanations from policy docs; invoice lookups via API; payment disputes routed to finance queue with full context.
Product questions
Sizing, compatibility, and availability from product docs and optional catalog API — pre-sales and post-purchase.
Implementation and configuration
Widget setup happens in the Zynli dashboard. Embed the script once; configure agents, knowledge base sources, and workflows without code changes per workflow.
- Embed: one async script tag on your site or Shopify/WooCommerce theme
- Knowledge base: website crawl, file uploads, or Google Drive connection
- Agents: configure intent routing and specialized support agents per topic
- Workflows (Pro): visual flow builder with REST API actions and OpenAPI import
- Handoff (Starter+): agent inbox, live takeover, and kanban ticketing
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
How do I embed the Zynli widget?
Add one async script tag to your site or store theme. WooCommerce stores can use the WordPress.org plugin for one-click setup. See the homepage embed section for the script snippet.
Can the widget answer questions without API workflows?
Yes. Knowledge base answers work on all plans. API workflow automation for live order and tracking data requires Pro.
How does the widget connect to human agents?
When escalation triggers, a human agent joins the live widget conversation with full thread history, KB citations, and flow run logs. Optionally, a ticket is created on your kanban board.
What intents can the widget handle?
Order status, shipping delays, returns, billing, product questions, and custom intents you configure via agents and visual workflows.
Is the widget different from the customer support widget page?
This docs page explains how the widget works operationally. The customer support widget with workflows page covers the same capability from a product marketing angle.
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.
Product documentation
ResourcesProduct overview
Zynli platform overview — KB, workflows, widget, and handoff.
Learn moreHow Zynli works
Full support resolution flow from question to answer or handoff.
Learn moreCustomer support widget with workflows
Widget capability overview for marketing and evaluation.
Learn moreSupport workflows docs
How intents map to API workflows and escalation.
Learn moreHuman handoff docs
When and how conversations escalate to agents.
Learn more