Escalation that keeps revenue in the loop
Aurevia is not a full replacement for your helpdesk—but it is the front line that should never send you a context-free “customer is angry” ping. Triage, status, and full conversation + cart context land where your team works, so the fix is fast and the sale is not lost by default.
Use this when volume grows: the AI deflects and sells first; humans get clear triage, not a firehose. Think handoff, not ticket ping-pong.
Context-rich
See what they asked, what they bought, and what the AI already offered.
Faster first reply
Your team opens the right queue with the story pre-written by the customer.
Revenue-friendly
Escalation does not have to mean abandoning a warm cart.
What you get
Triage you can trust
Spot urgent threads—chargebacks, severe complaints, or VIP rules—and route them before they sit in a general bucket.
Not “another app” fatigue
The goal is fewer duplicate tools, not more. Connect conversation history and outcomes so leadership sees one picture.
Works with how you already operate
If you run a helpdesk today, the AI is the first touch that enriches what humans see next—not a black box on the side.
Accountability, not black-box AI
Reviewable transcripts and outcomes mean you can coach the AI and the team with the same data.
How it works
AI handles first
Deflect FAQs, WISMO, and fit questions with catalog-aware answers in brand voice.
Triggers you define
Escalation rules reflect your risk, SLAs, and customer tiers—not a one-size list.
Team picks up in context
Humans get chat history, cart, and what was promised so the customer is not re-explaining.
See it in action
Swap in: static or screen capture of conversation list + assign to team + cart sidebar
A UI mock: active chats on the left, message thread, right rail with line items, status pill, and Assign action—see your 'live chat + history' reference.
FAQ
Is this a Zendesk or Gorgias replacement?
Aurevia focuses on the AI storefront and conversation layer. Many teams use it alongside a helpdesk; the value is deflection plus rich escalation context, not re-building your entire support stack in day one.
What does an agent see on handoff?
At minimum, the full message thread and shopper context the AI used—so agents answer as if they were there the whole time.
Can we limit what the AI says before handoff?
Yes. Merchant rules and policy hierarchy keep the AI in bounds; sensitive topics can route to humans immediately if you prefer.
Ready to see it on your store?
Install from the Shopify App Store and go live in minutes.