Autonomous Customer Experience & Storefront Operations for High-Volume Brands
Fihi resolves customer inquiries, manages order changes, and powers conversational selling across WhatsApp, Facebook Messenger, Instagram, and web chat — fully integrated with your Shopify catalog, ERP, and local courier networks.
Out for Delivery · Tejgaon Hub -> Mirpur DOHS
Assigned Rider: Sumon Mia (+880 1711-209841)
Every Channel, Every Order, Every Customer. One Single Screen.
Consolidate email, storefront chat, WhatsApp, Instagram DMs, and Facebook inquiries into a high-speed command center with native order modification actions at your fingertips.
ভাইয়া আমি ভুল করে অফিসের ঠিকানা দিয়েছি। পার্সেলটি কি ধানমন্ডি রোড ৮, বাড়ি ১২ এর বাসায় পাঠানো যাবে?
প্রিয় ফারজানা আপু, আপনার ডেলিভারি ঠিকানা সফলভাবে পরিবর্তন করে 'বাড়ি ১২, রোড ৮, ধানমন্ডি, ঢাকা ১২০৫' আপডেট করা হয়েছে। অর্ডারটি এখনও ওয়্যারহাউজ প্যাকিংয়ে আছে, তাই অতিরিক্ত কোনো চার্জ লাগবে না।
update_shipping_address(orderId: 'DH-40921', newAddress: 'House 12, Road 8, Dhanmondi, Dhaka 1205')The Cost of Fragmented Support Tabs
Ecommerce support agents spend up to 40% of their day switching between Shopify admin tabs, courier portals, and social messaging channels. Context is lost, customer tempers flare, and handle times skyrocket.
Single Identity Across All Channels
Zero Lost ContextFihi automatically maps customer phone numbers, social handles, and email addresses to a single customer master profile for seamless context continuity.
3-Pane High-Velocity Layout
Sub-100ms RenderLeft pane: smart queues sorted by urgency and VIP tier. Center pane: full conversation timeline. Right pane: live order telemetry and 1-click store actions.
AI Co-Pilot & Dynamic Drafting
1-Click SendFor tickets requiring human judgment, Fihi drafts responses based on brand tone guidelines and real-time store inventory. Review and dispatch with [Tab].
Collision Detection & Live Presence
Zero Duplicate RepliesLive presence indicators show when another team member or autonomous AI is viewing or typing, preventing conflicting answers.
AI That Doesn't Just Talk. It Resolves Orders Safely.
Set strict boundary policies. Let Fihi execute order cancellations, address updates, returns, and inventory checks with 100% deterministic guardrails.
Cancel Unfulfilled Order
Safely cancels an order if unfulfilled and placed within the merchant-defined cancellation window.
Order.fulfillment_status == 'unfulfilled' && Order.age <= 60m && Customer.authenticated == true
{
"reason": "customer",
"email": true,
"restock": true
}Why Conversational Chatbots Fail Ecommerce
Standard LLM chatbots hallucinate return windows, make unauthorized refund promises, and lack permissions to actually mutate store state. Merchants end up having to clean up after the bot.
The 12 Deterministic Store Actions
Shopify & WooPre-built read/write actions for order cancellations, shipping updates, variant exchanges, refunds, courier labels, invoice resends, and COD confirmation.
Guardrail & Policy Engine
Zero HallucinationSpecify exact financial and time limits: cancellations only within 60 minutes, refunds capped at $75, and courier tracking verified before claims.
Multi-Factor Customer Verification
Cryptographic OTPPrevents social engineering: customer requests over social DMs or chat require a 6-digit OTP dispatched to their registered phone or email.
Explainable Audit Logs
100% AuditedEvery autonomous action records an immutable JSON trace detailing intent classification confidence, policy checks passed, and store API responses.
A Live Chat Widget Customers Actually Love Using.
Sub-50ms lightweight script. Embedded order lookups, real-time product recommendations, and instant answers in your authentic brand voice.
8 units available · Banani Hub
The Frustration of Clunky Chat Widgets
Heavy chat widgets slow down page load times, degrade Google Core Web Vitals, and force shoppers through robotic decision trees that frustrate buyers right before checkout.
Embedded Self-Serve Order Lookup
Sub-2s LookupShoppers track orders in two clicks directly inside the widget: transit stages, courier tracking numbers, and delivery estimates.
Dynamic Product Recommendation Cards
1-Click Cart LinkDisplay buyable carousel cards with high-resolution imagery, pricing, and 1-click 'Add to Cart' links inside the conversation.
Merchant Brand Customization
Zero Visual ClutterMatches your exact palette, corner curvature, typography, and dark/light modes for a cohesive storefront experience.
Proactive Intent Triggers
High-Intent TriggersTrigger contextual nudges when visitors spend 45s on checkout or view shipping policies, answering hesitations before carts are abandoned.
Complete Customer Context. Zero Tab-Switching.
Every support ticket is automatically enriched with lifetime order value, real-time courier checkpoints, past return frequencies, and instant store actions.
The Blind Spot of Traditional Helpdesks
Support agents treat high-value VIP repeat customers the same as one-time buyers because order metrics and courier tracking are hidden away in separate dashboards.
Full Customer Lifecycle Telemetry
LTV & Risk ScoreInstantly surface lifetime spend, order count, days since last order, and return frequency so agents prioritize VIP customers with white-glove care.
Dynamic Live Courier Tracking
Live CheckpointsNo need to open courier portals. Fihi queries Steadfast, Pathao, DHL, and FedEx in real time to show exact delivery checkpoint progress.
1-Click In-Ticket Actions
1-Click ActionsExecute address edits, variant swaps, cancellations, and refunds directly from the ticket margin with instant store database sync.
Custom Metafield Attributes
Recharge & KlaviyoSurface Recharge subscription status, Smile.io loyalty points, and custom Shopify metafields natively in the context drawer.
Automate Routine Logistics. Prioritize High-Stakes Customers.
Design visual if-then triggers that automatically tag tickets, assign specialized agents, notify warehouse managers, and execute immediate actions.
Incoming Customer Message
Triggers on new message across WhatsApp Business API, Live Chat Widget, or Instagram DM.
Guarded Policy Checks
Autonomous Execution
Manual Ticket Triage is Breaking Your Team
Customer support leads spend hours every morning manually reviewing, tagging, and assigning tickets that could be categorized and routed in milliseconds by deterministic logic.
Before any workflow rule activates in production, Fihi automatically runs the logic against your last 1,000 historical support tickets to verify resolution accuracy and prevent accidental fulfillment locks.
Visual IF-THEN Logic Canvas
No-Code CanvasCombine triggers based on customer lifetime spend, channel origin, sentiment, delivery status, and SKUs with branching action paths.
Intent-Driven Auto-Tagging
Zero-Shot TagsZero-shot semantic understanding maps variations like 'where is my box' and 'haven't received my jacket' to unified categories without brittle keyword rules.
Automated Courier & Warehouse Escalation
Webhook TriggersWhen courier webhooks flag delivery failure or delayed transit, Fihi triggers proactive WhatsApp templates asking buyers for updated instructions.
Historical Sandbox AutoQA Testing
Loop-Safe EngineTest new rules against your past 10,000 resolved tickets in seconds to verify deflection rates and eliminate policy conflicts before going live.
Train Your AI on Your Exact Policies in Under 5 Minutes.
Sync your existing Help Center, paste return policy links, or upload PDF sizing charts. Fihi grounds every response strictly in verified merchant data.
84 indexed policy documents · 1,420 vector chunks · Last synced: 12 minutes ago
Constraints are compiled directly into the system inference prompt and post-filtered before customer delivery.
The Danger of Untrained Generic AI
Standard LLMs will happily invent 60-day return windows or promise free replacement items when they don't know the store's real policy, creating massive friction with customers.
1-Click Store Content Crawler
Auto-CrawlerEnter your store URL: Fihi ingests your shipping terms, return windows, exchange procedures, and product specifications into vector embeddings.
Strict Negative Constraints
Zero FabricationHard negative constraints prevent fabrication: if an answer is not in your verified policies, Fihi gracefully escalates to a human agent.
Brand Voice Persona Calibration
Brand Voice SyncTune persona sliders for formality, empathy, and conciseness, enforcing custom rules like 'Never use emojis' or 'Always address by first name'.
Continuous Learning from Agent Edits
Delta LearningWhen an agent edits a drafted response, Fihi analyzes the delta to learn team preferences for novel edge cases.
Measure Autonomous Resolutions and Attributed Revenue.
Track your exact AI deflection rates, CSAT scores, and every dollar generated when presale chat recommendations convert into completed store purchases.
Resolved end-to-end with zero human agent escalation.
Versus 18m human team baseline across multi-channel queues.
Scored across 42,000+ verified post-resolution ratings.
Direct checkout completions driven by conversational chat recommendations.
Auto-sent within 15 minutes of cart stall with real inventory count.
Complementary styling suggestions generated dynamically per SKU.
Proactive restock alerts on previous sizes and favorite collections.
Customer Support Treated as a Cost Sink
Without granular attribution, store leadership views support as a pure operational expense, missing the millions in saved customer retention and presale conversational conversions.
Autonomous Resolution Rate
Zero-Touch MetricsMonitor end-to-end zero-touch ticket resolutions segmented by channel, time of day, customer tier, and specific issue categories.
Conversational Revenue Attribution
24h Window SyncTrack sales generated when presale recommendations convert into checkout completions within 24 hours.
Agent Velocity & Handle Time Breakdown
Agent LeaderboardCompare first response times, handle times, and CSAT scores across internal agents and external BPO teams.
Sentiment & Frustration Trajectory
Sentiment TrendlineMonitor real-time sentiment shifts across conversations to spot recurring product defects and logistics bottlenecks.
Connects Natively to Your Entire Commerce Ecosystem.
From storefront engines and couriers to email marketing and subscription billing. Sync customer data and order actions across all your tools in two clicks.
Deep GraphQL Admin API integration: real-time order lookups, inventory sync, refunds, and address edits.
Direct WordPress / WooCommerce 2-way sync supporting custom checkout metafields and bKash/Nagad gateways.
Automated consignment entry, tracking updates, and delivery status webhooks across Bangladesh.
Real-time parcel status, city-to-city consignment tracking, and automated pickup requests.
Official Meta Cloud connection: 2-way live chat, interactive button templates, and automated COD verification.
Surface recent marketing email clicks, customer lifetime value tiers, and targeted campaign segments.
Allow customers to pause, skip, or modify recurring subscription orders directly inside chat.
Cross-border shipment tracking, customs document verification, and estimated international delivery dates.
Unified Instagram Direct Messages, story mentions, and ad post comment resolution in one inbox.
Integration Headaches with Legacy Helpdesks
Traditional support tools require expensive middleware and brittle Zapier integrations just to show tracking numbers or update addresses, breaking during peak sales.
Native Storefront Platforms
Shopify & WooDeep 2-way read/write sync with Shopify Plus, standard Shopify, WooCommerce, and custom headless storefronts via GraphQL and REST endpoints.
Regional & Global Logistics Carriers
Pathao & SteadfastPre-integrated with South Asian couriers (Pathao, Steadfast, RedX) and global leaders (DHL, FedEx, UPS) for automatic tracking updates and label creation.
Retention & Subscription Platforms
Klaviyo & RechargeEnrich support chats with Klaviyo email campaign telemetry, Recharge subscription management, and loyalty points balances.
Official Meta & WhatsApp Gateways
Meta Cloud PartnerCompliant, official Meta Business API connections ensure high delivery rates, verified business badges, and zero risk of phone number blocking.
Engineered for Fast-Growing DTC and Scaled Enterprise Retail.
From emerging brands automating their very first support queue to multi-region global retailers managing 100,000 monthly inquiries across 12 storefronts.
Emerging DTC Brands
Avoid hiring dedicated support staff while providing 24/7 coverage
Save 20+ hours of founder support time weekly
Fast-Growing Mid-Market
Survive Black Friday & seasonal flash sales without queue collapse
Absorb 60%+ of routine logistics inquiries autonomously
Multi-Store Enterprise Retail
Centralized policy governance, audit logs & dedicated SLA guarantees
Sub-3.0s mean resolution latency across 100k+ tickets
One-Size-Fits-All Helpdesks Don't Scale
Small DTC teams get priced out by per-seat costs while massive multi-store retailers struggle with lack of multi-region routing, audit logs, and granular permission controls.
Emerging DTC Brands ($50k–$250k/mo)
24/7 CoverageResolve repetitive logistics inquiries autonomously, giving solo founders and small teams the bandwidth to focus on marketing and product development.
Fast-Growing Mid-Market ($250k–$1M/mo)
Flash Sale ReadySurvive Black Friday and seasonal flash sales effortlessly, absorbing traffic surges with sub-second response times and instant cart checkouts.
Multi-Store Enterprise Retail ($1M+/mo)
Multi-Region SyncUnify customer support across multiple regional storefronts, currencies, and languages with centralized policy enforcement and role-based permissions.
High-Volume Social & COD Commerce
COD Fraud DefenseBuilt for South Asian social sellers managing thousands of Instagram DMs, Facebook comments, and WhatsApp COD order confirmations.
Test Drive Fihi's Autonomous Engine in Real Time.
Simulate customer interactions, trigger live order modifications, inspect policy guardrails, and see exact confidence scores before deploying to your customers.
Station: Storefront Intake · Omnichannel Simulation
"Customer: 'Will Size L fit 42in chest? Is Olive Green in stock?'"
Catalog query: SKU-8902 · In Stock: 8 units · Fit Profile: True to Size
Customer visits PDP and asks about chest sizing for heavyweight hoodie.
The Fear of Deploying AI Blind
Merchants are terrified that an untested AI will make false promises to real customers or issue duplicate refunds. Traditional software provides no safe way to test before launch.
Pre-Loaded Interactive Scenarios
4 Realistic CasesTest real-world scenarios: urgent cancellations, address edits, delayed couriers, and sizing consultations with realistic simulated store APIs.
Live Policy & Guardrail Inspector
Full TransparencyWatch the policy engine evaluate each rule: order status, time window, customer risk score, and API payload formatting in real time.
Confidence Threshold Tuning
Custom ThresholdsAdjust the confidence slider from 70% to 99% and observe how higher thresholds increase safety while lower thresholds maximize automated deflection.
1-Click Historical Backtest
Read-Only OAuthConnect your store in read-only mode to backtest against past resolved tickets, proving exact resolution rates before going live.
Your Store Data Stays Yours. Period.
Single-tenant database partitions, TLS 1.3 encryption, automatic PII redaction, and strict zero foundation model training guarantees.
Customer records, order histories, and chat logs are partitioned by merchant ID with strict cryptographic keys.
All incoming events from Shopify, WooCommerce, Steadfast, and Meta APIs require HMAC SHA-256 header validation.
Your proprietary catalog data and private customer chats are never used to train generalized foundation models.
Every order mutation performed by autonomous agents produces an unalterable JSON audit log with reason code.
Customer Data Leaks in E-Commerce AI
Public LLMs frequently leak customer names, phone numbers, and order histories when un-sanitized data is fed into generalized training pools without encryption or tenancy boundaries.
Single-Tenant Database Partitions
Zero Cross-BleedCustomer profiles, orders, and tickets are strictly isolated within dedicated database partitions to prevent cross-tenant data bleed.
Zero Foundation Model Training
Zero TrainingYour store policies, customer conversations, and order details are never used to train generalized commercial LLMs.
Automatic PII Redaction
PII Shield ActiveCredit card numbers, National IDs, and sensitive phone credentials are scrubbed by an in-memory regex sanitization layer prior to LLM processing.
Cryptographic HMAC Signatures
HMAC SHA-256All incoming webhooks from Shopify, WooCommerce, and couriers are validated using cryptographic HMAC SHA-256 signatures.
Clear Answers to Technical, Operational, and Billing Questions.
Everything you need to know about how Fihi executes safe order actions, trains on your store policies, and integrates into your existing commerce stack.
Fihi implements a dual-layer safety architecture combining deterministic boundary verification and customer identity authentication. First, the AI cannot execute any financial mutation (refunds, cancellations, discount codes) unless the order satisfies explicit merchant-defined boundary rules—such as requiring the order to be in an unfulfilled status and within a strict timeframe (e.g., within 60 minutes of checkout). Second, for unauthenticated channels like Instagram DMs or website chat, Fihi dispatches a one-time cryptographic 6-digit passcode (OTP) to the customer's verified phone or email on file before unlocking order modifications. If any verification step fails, the request is immediately escalated to your human team.
Zunn Fihi is an enterprise commerce workbench engineered with deterministic boundaries. It cannot issue refunds above your authorized ceiling, mutate fulfilled consignments, or promise unauthorized inventory. For high-risk or ambiguous requests, tickets are escalated to your human team with pre-drafted summaries.