How it works

How Zynli works

Zynli receives a support question, identifies the intent, uses your knowledge base and workflow logic to resolve it, triggers API actions when live data is needed, and escalates to human agents when automation cannot answer.

Book a demoTry Zynli

The support resolution flow

Every conversation follows the same path: understand what the customer needs, try to resolve automatically, and hand off with full context when a human is required.

1. Receive the question

A customer opens the embeddable chat widget on your site and asks a support question — order status, return policy, billing charge, or product detail.

2. Detect intent

Zynli routes the message to the right AI agent or workflow based on intent — order questions go to order flows, policy questions to knowledge base RAG.

3. Answer from knowledge base

For policy and documentation questions, AI agents retrieve answers from your crawled site, uploaded files, or Google Drive-connected docs.

4. Trigger workflows and API actions

For live data — order status, tracking, refund progress — visual flows call your REST APIs, branch on results, and reply in chat.

5. Escalate to humans when needed

Low-confidence answers, billing disputes, damaged goods, and edge cases escalate to human agents with the full conversation thread and optional ticket creation.

Who this is for

Zynli works best for teams that handle repetitive support at volume and want automation without losing control over escalation.

  • Ecommerce support teams on Shopify, WooCommerce, or custom stacks
  • SMB teams with 5–50 agents handling order, shipping, and returns questions
  • Teams that need knowledge base + API workflows + ticketing in one tool
  • Organizations that want AI to resolve routine issues and humans to handle exceptions

Three layers that resolve issues

Knowledge base

Train AI on return policies, shipping SLAs, product FAQs, and help docs. Website crawl, file uploads, and Google Drive keep answers grounded.

Workflow agents

Visual flows map intents like “where is my order?” to API calls, branch on live data, and reply in the widget.

Human handoff + ticketing

Escalations pass full context to agents. Auto-create numbered tickets on a kanban board with visitor status portal.

What this means in practice

For a support team, Zynli is not a chatbot bolted onto a website — it is the front door to your support operations. A customer asks a question in the widget; Zynli decides whether to answer from docs, run an API workflow, or escalate to an agent with a ticket. Your team spends less time on repetitive lookups and more time on exceptions.

  • Order status questions resolve in chat without an agent opening your admin panel
  • Policy questions (returns, shipping SLAs) answer instantly from your knowledge base
  • Billing disputes and damaged goods route to humans with the full thread attached
  • Escalations can create numbered tickets your team manages on a kanban board

Getting started

  • Embed the widget with one async script tag
  • Connect your knowledge base via crawl, upload, or Google Drive
  • Configure AI agents for order, shipping, returns, and billing workflows
  • Add API actions and visual flows on Pro when ready for live data automation

Example support workflows

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

Does Zynli replace human support agents?

No. Zynli automates repetitive questions and resolves issues when it has enough context and data. Human agents handle exceptions, disputes, and sensitive cases — with full conversation history passed on escalation.

Can Zynli connect to our store or backend APIs?

Yes. Zynli calls REST APIs via configurable Actions & Flows. Import OpenAPI specs, define authentication secrets, and build visual workflows that fetch order data, tracking, or refund status.

What happens when the AI cannot answer?

The conversation escalates to a human agent with full thread history, citations, and flow run logs. Optionally, a numbered ticket is created on your kanban board automatically.

Is Zynli only for ecommerce?

Zynli is built for ecommerce and SMB support teams, but the same knowledge base, workflow, and handoff model works for SaaS, services, and general customer support.

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.

Book a demoTry Zynli

Related pages

Knowledge base and ticketing with AI

How Zynli combines KB, inbox, workflows, and ticketing in one platform.

Learn more

Why Zynli

What makes Zynli different for ecommerce workflow automation.

Learn more

Customer support widget with workflows

Widget as workflow entry point — KB, API actions, and handoff.

Learn more

AI support with human handoff

How Zynli escalates to human agents with full conversation context.

Learn more

All support use cases

Browse order, shipping, returns, billing, and product workflows.

Learn more