AI customer service for Shopify stores

Most Shopify stores I have talked to have the same shape of support inbox: a small handful of question types, asked over and over, where the answer is already on the site. Customers email anyway.

What Trigli does for a Shopify store

You connect your Gmail. You upload your shipping policy, return policy, sizing guides, FAQs, and any product spec sheets you want the AI to know about. From there:

• Trigli reads incoming support emails and classifies them (shipping, return, sizing, product question, billing, other).
• It drafts a reply using only your uploaded docs and your past sent emails. The wording matches how your team actually writes.
• Each reply gets a confidence score. High-confidence drafts can auto-send. Lower-confidence ones land as Gmail drafts for your team to review.
• Anything below the safety floor becomes a ticket with a suggested reply attached, so a human takes the wheel without losing context.

The repetitive Shopify questions Trigli is good at

These are the categories that close fastest with AI grounded in your policies:

• "Where is my order?" The customer almost always has an order number in the email. Trigli extracts it, drafts a reply pointing to the tracking info, and includes shipping window context from your policy.
• "What is your return policy / how do I return this?" The AI answers from your return policy doc. Includes the window, the condition requirement, who pays return shipping, and how to start the return.
• "Will this fit / what size should I get?" If you have a sizing guide, this is one of the highest-impact categories for AI to handle.
• "Is this in stock?" The AI does not have realtime inventory but it can answer based on your restock policy and pages your team has tagged as authoritative.
• "How do I cancel my order?" Answered from your policy. If cancellation requires action on your end, the AI flags it as a ticket so your team can step in.
• "Do you ship to [country]?" Answered from your shipping policy.

What about the questions that need a Shopify action?

Honest answer: Trigli does not have a native Shopify app today. If a ticket requires processing a return, issuing a partial refund, or modifying an order in Shopify, the AI drafts a reply explaining what is happening and flags the ticket for a human. Your team handles the action in Shopify like they would anyway.

For most small stores, the action volume is way smaller than the policy-question volume. The 60-70% of tickets that are policy questions go through automatically, and your team focuses on the ones that actually need a hand on the order.

The cost math (versus a part-time rep)

A part-time CX hire runs $2-3K/month, plus the management overhead of training, scheduling, vacation, sick days, turnover. A full-time rep is $3-4K/month and up depending on geography.

Trigli Growth is $149/month flat. That covers 2,500 emails, 1,000 chats, and 500 tickets across the team. Pro is around $349/month for 8,000 emails. Whether you do 200 tickets in a month or 2,000, the bill does not move.

You will probably still want a human in the mix for the tricky stuff. Trigli is not a full replacement for a CX rep at scale. It is a way to keep the team you have right now from drowning, and to delay the next support hire until you genuinely need the headcount.

The chat widget

Bundled in the same plan: an embeddable chat widget for your site. One line of code in your Shopify theme. The AI answers visitor questions from the same documents it uses for email. If a visitor needs a real human, the widget escalates to a live agent (if anyone is online) or captures their email and creates a ticket.

The widget hides itself when your monthly chat limit is reached, so you never get surprised by surge weeks blowing past the cap.

Black Friday and surge weeks

Surge weeks are why we built this with flat pricing. If your Black Friday inbox triples, you do not get a bigger Trigli bill. The model just answers more emails. If you blow past the monthly cap on a tier, you can upgrade for the month or wait it out (limits reset on the 1st).

How to set it up in 5 minutes

1. Sign up at trigli.com (free plan, no card).
2. Connect your Gmail via OAuth (one click).
3. Upload your shipping policy, return policy, and sizing guide as PDFs or paste them in.
4. Open Settings and run a "test" email through the system to see a sample draft.
5. Decide whether to start in draft-only mode (every reply waits for your approval) or set an auto-send threshold for the easy categories.

Most stores keep auto-send off for the first 3-5 days, watch the drafts, then enable auto-send for shipping/return/sizing. Tone questions and edge cases stay in draft mode forever if that is what you want.

When Trigli is not the right fit

• You depend on a tightly integrated helpdesk for refunds, exchanges, and returns inside the same UI as your tickets. Gorgias is built for that and we are not.
• You support 5+ social channels (IG DMs, FB Messenger, SMS) and want a centralized inbox.
• Your CX team is 5+ people and you need queues, internal note threads, and per-agent reporting.

For everything else, especially small stores still on Gmail, this is built for you.