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Solutions / AI customer support

Your support,
handled by AI.

Take routine emails off your team’s hands. We build custom AI support that follows your policies, replies in your tone and takes agreed actions inside a system you own.

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Your email support, inside your dashboardIllustrative
One conversation. The full context.
“I entered the wrong address. Can you change it before my order ships?”
Order detailsStore policyConversation
The next stepCheck eligibility before acting.

Use fulfilment status and your rules to decide whether the address can be updated.

Illustrative support work · fictional requests

Follow a refund from request to action

01 / From enquiry to action

One conversation.
Followed through.

Your AI remembers the earlier exchange, follows your return policy and carries out the refund under the controls you choose.

Illustrative conversation · sample dataEmail / returns

  1. The first request

    Customer
    “The product isn’t right for me. Can I get a refund?”
    Your AI
    “I’m sorry it wasn’t quite right. If you’d prefer to keep it, we can offer a partial refund.”
    Policy behind the reply

    This sample store allows a partial-refund offer. The offer is recorded in the conversation; no refund has been issued.

  2. The next reply

    Customer
    “No thanks. I’d rather return it for a full refund.”
    Your AI
    “Of course. Pack the item with your order number. We’ll refund it once your return is accepted.”
    Context carried forward

    The earlier offer stays in context. Your AI follows the next step in this sample policy: return instructions, then an eligibility check.

  3. The permitted action

    Later in this example

    Your team has confirmed that the return meets your policy and is eligible for a full refund.

    Connected action

    Your AI executes the refund in Shopify.

    With the control setting you choose below.
    What allows the refund

    The sample return is accepted, the refund amount is agreed and the required approval gate is met. The earlier request alone does not authorize a refund.

Choose how the refund is authorized

Compare two possible settings for your system.

Eligible return → AI refund. Your AI issues the Shopify refund once your configured conditions are met, without a separate approval for this action.

Eligible return → VA approval → AI refund. Your AI prepares the action and waits. Your VA checks and approves it before your AI issues the Shopify refund.

This example makes no real store request. Your policies, permissions and approval settings are agreed with you.

02 / The support workspace

The work around
every reply.

Manage your queue, your team and your reporting in one place, with workflows fitted to how you run support.

Vulc demo support inbox showing a damaged-item refund request, the prepared reply, approval controls, customer context and Shopify order details.
Existing Vulc demo workspace · Sample data · Customer names and order details are fictional.

Sort the queue automatically

Apply your tags, identify the request and select the relevant reply template.

Ticket triage

Put the right person on it

Split tickets between reviewers in the proportions you choose. Escalate with the conversation attached.

Escalation and handoff

See what needs attention

Build reporting around the support activity and team workload you need to understand.

Another connected action Illustrative example
Customer request

“I’ve just ordered. Can I correct my delivery address?”

Check before acting

Match the order. Check your permissions and fulfilment rules.

Eligible order

Your AI updates the address in Shopify.

03 / Your procedures in practice

Replies your team
can stand behind.

Use the procedures, templates and tone your team already knows. Reviewers can read both sides of a conversation, even when your customer speaks another language.

A return enquiry in Dutch Illustrative exchange
Procedure

Match the order before giving return instructions.

Tone

Helpful and clear.

Incoming email Dutch

Ik wil mijn bestelling terugsturen. Hoe werkt dat?
English for your reviewer

I’d like to return my order. How does that work?

Your AI’s draft Dutch

Ik help u graag met uw retour. Wat is uw bestelnummer?
English for your reviewer

I’d be happy to help with your return. What is your order number?

The customer receives a reply in their language. Your reviewer has an English translation of the incoming email and the draft.

04 / Custom scope, client ownership

Built in your accounts.
Yours to run.

Your support workspace can live inside your central dashboard. Keep the tools that fit, and build the parts your operation needs.

01

Agree the scope together

One automation or a full support workspace. We bring our recommendation, agree what fits and quote the build.

02

Run it independently

After handover, your system runs in your accounts. You can keep operating and developing it without depending on Vulc.

03

Choose ongoing support

Optional management covers the system, fixes and small updates when you want us involved.

How we scope and deliver your build
Your support workspace, within your systemIllustrative
ConversationsCustomer contextAssignments
Your businessOne shared workspace.Context · work · decisions
Store actionsReportingYour accounts

Explore a connection. Your build follows your scope.

05 / Before you start

A few practical answers.

Can we choose which actions need approval?

Yes. Replies and connected actions can have different rules. Your AI can execute refunds in Shopify within the controls you set, or wait for a VA to check and approve before it executes. We agree the permitted actions and exception paths with you.

What happens when information is missing?

The workflow can ask for a missing detail or send the ticket to your team with the gap identified. For example, an unmatched order needs clarification before an address change or refund can proceed. The right response depends on your procedures.

Can we keep our existing helpdesk?

We assess its available access and the actions you need before recommending an integration or a custom workspace. Replacing your helpdesk is a choice we scope together.

Can you add WhatsApp or website chat?

The support system we’ve built handles email tickets. WhatsApp and website chat can be scoped as custom extensions, subject to the channel requirements and integrations. We haven’t built those channels yet.

Is this only for e-commerce?

The refund and address examples use Shopify. For software or service businesses, we can scope support around your documentation, account records and recurring questions instead.