Your store
Your store as a workflow step.
Order lookup, shipment status, and returns become steps any bot or agent calls on a live task.
Workflows and connections← All industries
Solutions · E-commerce and retail
Where is my order, answered before anyone picks up.
A bot reads the order and the shipment and answers on chat, text, or phone, right alongside your team. The ticket, the order, and the campaign that brought the customer in sit on one person.
100+ countries · Cloud, hybrid, or onsite · 1 to 1,000 seats
A day on Unbound
Peak week, one customer, and the team still goes home.
-
Overnight chats sit in the queue, with callbacks waiting for the team. Bots take the rush.
Order-status chats and texts stack up overnight. Bots look up each order and answer on the channel the customer used.
-
The customer’s photo sits right on the task, and the replacement ships from here. A dented box, sorted on one task.
Mid-call, the agent sends a text so the customer can reply with a picture of the box. The replacement goes out from that same task.
-
The customer got enrolled in a program when the order was placed, with every conversation on the same person. The ad stops chasing them.
The order lands, and a workflow pulls the customer out of the retargeting audience and into the post-purchase program.
-
The overnight queue lets a bot answer first, right beside a queue under pressure. The manager coaches the bots.
The manager checks the queues, scores a bot conversation, and tunes the playbook for tomorrow.
A bot on your support queue reads the order and the shipment and answers where-is-my-order on chat, text, email, or phone. A return that needs judgment lands with a person, the whole exchange attached. How bots answer order questions
Peak season
Peak volume goes to bots, not seasonal hires.
Bots join the support queue with skills and capacity and take the order-status and return-window questions. Callers can ask for a callback rather than wait on hold, and managers watch the queue live and step in before wait times climb.
The order, mid-conversation
The order is in the conversation, not in another tab.
Connect your store, shipping, and payment systems once in AI Workflows. The lookup lands on the customer’s record, so the next agent sees why the refund went out.
Omnichannel
Chat, text, call, email. One thread.
The customer texts the number that answers calls. Add a channel mid-task and the history comes along.
OmnichannelPortals
Customers check it themselves.
A customer portal shows open and resolved requests and your knowledge base.
PortalsForms
Returns that start clean.
A return form fills from the record, asks for what’s missing, and starts the workflow.
FormsSupport drives the campaign
Stop spending on customers who already bought.
The order, the ticket, and the campaign share one person. Your web analytics and ad data land on the same timeline, workflows move people in and out of ad audiences, and spend posts to the program next to the people it paid for.
Questions
What e-commerce teams ask before peak season.
Can a bot answer order-status questions?
Yes. Connect your store and shipping systems in AI Workflows. The bot reads the order and the shipment on the live task and answers on chat, text, email, or phone. When a question needs a judgment call, a person takes over and sees everything the bot already said.
How do managers keep bots in check during a spike?
Bots show on the wallboard beside your agents. Managers read along live, coach inside the conversation, score the bot with the same QA scorecards, and step in on a task that’s going sideways.
Does Unbound replace our storefront?
No. Your store stays your store. Unbound connects to it as a workflow step that bots and agents call mid-conversation, and the lookup lands on the customer’s record.
Can a workflow stop ad spend on someone who already bought?
Yes. Workflow steps add people to ad audiences and remove them when their record changes, and spend posts to the program next to the people it paid for.
Let a bot answer tomorrow’s order questions.
Open a free 30-day account with sample data, put a bot on the support queue, and watch it answer an order question while a workflow updates the campaign.