Floorwalk AI: AI customer service for Shopify

What it handles

The questions that fill a customer service inbox, answered in seconds, day and night.

Where's my order?

Finds the order, reads the courier tracking and gives a clear update, with the tracking link. Late parcels go to your team.

Returns and refunds

Tracks a return parcel, explains your refund timings, and tells the customer when their refund was made.

Exchanges first

Too small or too big? It offers the right direction of size, only if it's in stock, then raises the exchange in Shopify.

Cancellations

Reads back exactly what will be cancelled, waits for the customer's yes, and prepares it for your one-click approval.

Address changes

Before dispatch, it confirms the new address and prepares the change. Orders already being picked are never touched.

Chat and email

A website chat in your colours, and answers to your support inbox in your brand's voice. Your team can take over any time.

Live in an afternoon

No code. Works with any theme that supports app embeds.

Install from Shopify

Floorwalk opens inside your Shopify admin. No new account, no passwords.

It reads your policies

Floorwalk reads your delivery, returns and help pages and drafts its rulebook for you to check and publish.

Switch on the chat

Design the chat, switch it on in your theme editor, and test it privately first if you like.

Your team stays in control

Built to be trusted with your customers.

Answers only from your rules. If a policy is missing, it passes the customer to your team instead of guessing.
Two details before any order. Customers prove it's their order, for example with the order number and postcode.
Changes need a yes, and your approval. Cancellations and address changes are read back, confirmed and approved in one click, within daily limits you set.
Never refunds. Refunds stay with your team, in Shopify.
Every conversation in one inbox. See what the AI checked, reply yourself, or hand it back.

A cancellation the customer confirmed, waiting in the inbox for one-click approval

Pay only when it works

No monthly fee, no seats, no contract.

$0.39 per resolved conversation

$0.33 each above 2,000 a month. A conversation counts as resolved when the AI handled it without your team and the customer didn't come back within 72 hours.

First 50 resolutions free for every new store.
Hand-overs to your team are free, and so are test chats.
A monthly limit you choose, approved in Shopify and never exceeded.
Billed through Shopify, on your normal Shopify invoice.

Questions

Does Floorwalk take payments or create orders?

No. Customers buy through your own Shopify checkout and the money goes to you. Floorwalk reads orders to answer questions, and only changes one when the customer confirms and your team approves.

We don't have physical shops. Does it still work?

Yes. Floorwalk works for online-only brands by default. If you do have shops, you can add them and it will help customers find them.

What happens when the AI doesn't know?

It says so and passes the conversation to your team, with a summary and a suggested reply. It never invents policies, dates or prices.

Which languages does it speak?

It replies in the language the customer writes in, using British or American English for English-speaking customers.

What does it do with customer data?

It reads order details only to answer the customer who's asking, keeps conversations for a year, and deletes them on request or when you uninstall. Data is stored in the UK and never sold. See the privacy policy.

Can I try it before customers see it?

Yes. The console has a private test chat, and the website chat stays off until you publish your rulebook and switch it on.

Customer service that knows every order.

See it on a real store