Why you’re here
E‑commerce customer support is broken. Customers expect instant, accurate replies across email, chat, WhatsApp, and social channels, but support teams are fragmented, overloaded, and expensive to scale. Tickets pile up, responses slow down and customer satisfaction drops.
Konvo exists to fix this.
What Konvo is
Konvo is an AI‑powered customer service platform built specifically for e‑commerce brands. It acts as a frontline support agent that understands your store, your policies, and your brand voice, and handles customer conversations autonomously.
Konvo is not a chatbot with standard replies. It is an operational system designed to resolve real customer requests end‑to‑end.
What Konvo does
Konvo manages customer support conversations from start to finish.
It can:
Answer all questions related to your business, products, orders, and policies
Track orders and explain delivery status
Process refunds and returns
Cancel or modify orders
Manage and edit subscriptions details
Recommend products based on context
When a request requires human judgment or falls outside defined rules, Konvo escalates the conversation seamlessly to your support team, with full context preserved.
How Konvo works (conceptual flow)
Konvo follows a simple, reliable flow:
Connects with your channels
Konvo integrates with your e‑commerce stack (for example Shopify) and your communication channelsUnderstands your context
It ingests your products, policies, FAQs, and brand tone to understand how your business operatesResponds and acts on your behalf
When a customer contacts you, Konvo identifies intent and retrieves the relevant data and will either:Deliver to the customer a clear, accurate response, in your brand voice
Execute an action in real time (only within rules you define), such as issuing a refund or cancelling an order
Escalates when needed
If human input is required, Konvo hands the conversation to a human agent with full context
Why this matters for your business
With Konvo:
Support scales instantly without growing headcount
Customers get fast, consistent help 24/7
Agents focus on complex, high‑value cases instead of repetitive tickets
Customer experience stays unified across all channels
The result is higher CSAT, lower support costs, and a system that grows with your business.
What to explore next
Common AI use cases → See what Konvo can automate today
Quickstart guide → Connect your store and go live in minutes
This documentation will guide you step by step through setup, configuration, and best practices.