SellerGrid AI Support

Support that already knows the order. Support that knows the order.

WhatsApp, Instagram, email, and chat in one team inbox — with live order context, AI that answers from store data, and routing that sends the right conversation to the right agent.WhatsApp, email, and chat in one inbox — with live order context and AI that answers from your store data.

WhatsApp-first inbox

WA, IG, FB, email & chat

Native AI agent

Replies with real store data

Smart routing

VIP, language, workload

Workflow automation

Tags, SLAs, follow-ups

Team collaboration

Notes, @mentions, handoffs

Unified inbox

Every channel. One queue. Zero context switching.Every channel. One queue.

WhatsApp, Instagram, Facebook, email, and web chat land in the same team inbox — already linked to the customer and their latest order. Agents work one queue, not five apps.WhatsApp, Instagram, email, and chat in one inbox linked to each order.

AI Support agent

AI that answers with your store data — not generic scripts.AI answers from your store data.

When a shopper asks about delivery or a return, AI pulls live order status, drafts a reply, and can open a ticket for your team. Native AI, included from day one.Live order status, draft replies, and tickets — native AI included from day one.

Order context

Payment, shipment, and ETA — on the ticket, not in another tab.Order context on every ticket.

Agents see what the customer bought, how they paid, where the package is, and when it should arrive. No Shopify lookup. No courier portal copy-paste.Payment, shipment, and ETA without leaving the inbox.

CRM + fulfillment

See the customer. Act on the order — without leaving support.Customer and order — one workspace.

View purchase history, customer lifetime value, payment details, and order information alongside every conversation. Resolve refunds, reships, and customer requests from a single workspace.History, LTV, and refunds resolved without switching tabs.

AI Order Assistant

Resolve every order query instantly with AI.Resolve order queries instantly.

Customers ask about their orders more than anything else. AI automatically tracks shipments, answers order status questions, provides live delivery updates, and keeps customers informed without creating support tickets.AI tracks shipments and answers status without creating tickets.

AI Shopping Assistant

Turn support conversations into completed purchases.Turn chats into purchases.

AI doesn't just answer questions—it helps customers discover products, recommends the right items, and assists them in placing orders directly from the conversation.AI recommends products and helps customers checkout in-chat.

Place Orders

AI helps customers complete purchases directly within the conversation.

Product Recommendations

Suggests relevant products based on customer intent and purchase history.

Smart Upselling

Recommends complementary products to increase average order value.

Smart routing

Send every chat to the agent who can close it fastest.Route to the right agent.

Route by channel, language, VIP status, order issue type, and agent workload. High-value customers skip the queue — routine questions stay with AI until a human is needed.By channel, VIP status, issue type, and workload.

Workflow automation

Automate the follow-ups your team should never miss.Automate follow-ups you'll never miss.

Tag conversations, start SLA timers, nudge on delayed deliveries, and escalate when CSAT dips — without building a separate Zapier stack. Rules run on real order events inside SellerGrid.SLA timers, tags, and escalations on real order events.

Team collaboration

Handoffs with full context — not a screenshot in Slack.Handoffs with full context.

Leave internal notes, @mention teammates, and reassign without losing the order trail. New owners see the thread, CRM, and fulfillment status in one place.Notes, mentions, and reassignments without losing the order trail.

Knowledge base

Train AI on your policies — shipping, returns, and FAQs.Train AI on your policies.

Upload docs and Q&A so AI answers in your brand voice. When policies change, update once — every channel and draft stays consistent.Upload docs once — every channel stays consistent.

CSAT & analytics

Know what customers ask — and how fast you resolve it.Know what customers ask.

Track volume, response time, AI deflection, and satisfaction. Spot topic spikes like delivery or returns before they become a backlog.Volume, response time, AI deflection, and CSAT in one view.

Connected by default

Every ticket updates the whole business.Every ticket updates the business.

Support sits inside SellerGrid — not a helpdesk you wire to commerce later.Support inside SellerGrid — not a separate helpdesk.

Support Orders CRM Fulfillment Finance Engage

One conversation. Five modules updated — automatically.

Built for Indian D2C

Support that speaks how Indian shoppers buy.Support for how India buys.

WhatsApp-first support

COD confirmations, delivery ETAs, and returns — handled on WhatsApp alongside Instagram, Facebook, and email.

COD & courier context

Agents see COD vs prepaid, courier partner, and same-city route status without leaving the ticket.

Routing that fits Indian teams

Route by language, VIP, and issue type — so Hindi WhatsApp chats and English email don’t land in the same blind queue.

Why not just use Freshdesk

A helpdesk that already knows your commerce stack.

Native order context and AI — without integrations and add-on fees.

What matters Separate Freshdesk SellerGrid Support
Order context On every ticket Via Shopify / integrations Native live order data Payment, shipment & ETA built in.
AI support Auto-reply & drafts AI as an add-on Native AI included Drafts from real store data.
WhatsApp + routing Team inbox & assignment Limited / add-ons WhatsApp-first team inbox WA, social, email + smart routing built in.
CRM profile Customer history Freshsales / integrations Unified CRM LTV & history on every ticket.
Fulfillment actions Refund & reship Not available Trigger from the ticket Refunds & reships update finance & ops.
Delivery status In the inbox Not available Courier & same-city routes Live tracking beside the conversation.
Tool stack What you maintain Helpdesk + store + CRM apps One commerce OS Support inside the same platform as orders.
What matters SellerGrid Support Freshdesk
Order context On every ticket Native live order data Payment, shipment & ETA built in. Via Shopify / integrations
AI support Auto-reply & drafts Native AI included Drafts from real store data. AI as an add-on
WhatsApp + routing Team inbox & assignment WhatsApp-first team inbox WA, social, email + smart routing built in. Limited / add-ons
CRM profile Customer history Unified CRM LTV & history on every ticket. Freshsales / integrations
Fulfillment actions Refund & reship Trigger from the ticket Refunds & reships update finance & ops. Not available
Delivery status In the inbox Courier & same-city routes Live tracking beside the conversation. Not available
Tool stack What you maintain One commerce OS Support inside the same platform as orders. Helpdesk + store + CRM apps

Included in SellerGrid — no separate helpdesk license required.

See the full SellerGrid vs Freshdesk comparison →

Give every ticket the full order picture.Every ticket. Full order context.

Start a 60-day free trial — onboarding and setup included.60-day free trial — onboarding included.

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