AI, commerce and sales steps — AI reply, classify, summarise, payments, orders, deals

🎯 Goal

Let AI answer and sort conversations. Then take payments and answer “where is my order?” automatically.

🧰 What you need

• For AI steps: an AI key and, for AI reply, an AI bot (AI bots)
• For payments: Razorpay connected in Integrations
• For order lookup: the Shopify/WooCommerce store API key in Integrations

AI steps (your own AI key)

AI reply

Answers the customer with an AI bot trained on your knowledge bases. Exits: answered / needs human, taken when the bot isn’t confident, the customer asks for a person, or AI is unavailable. The bot greets once a day if you set a greeting.

Example: Trigger Nothing else matched → AI reply → needs human → Human handoff with “Let me connect you to our team.”

AI classify

Labels the message into one of your Categories (comma-separated, e.g. positive, neutral, negative or sales, support, spam) and saves the label to a field (default sentiment). Follow it with a Condition on that field.

AI summarize

Summarises the conversation into a field (default summary), and optionally as an internal note. Use it right before Human handoff, so the agent reads 3 lines instead of 40 messages.

Note

AI steps use your provider key and count towards your AI usage limits. Without a key they take their fallback path (needs human / other). See AI providers and keys.

Commerce & apps steps

Send payment link

Creates a Razorpay payment link on your own Razorpay account and sends it with a Pay now button. Customers can pay by UPI, card, net banking or wallet.

• Amount (₹) (variables allowed, e.g. {{order_total}}), Description, message text, button label, Link expires after (minutes) (default 1,440 = 24 h).
• Exits: paid / failed / expired. The flow waits until Razorpay tells us.

SSharma Sweets✓

Please complete your payment of ₹1,250 here:

↗ Pay now

✅ Payment received — thank you! Your order is confirmed.

Message

The payment step in the chat.

Set up Razorpay first: Payment links.

Order status lookup

Looks up a Shopify or WooCommerce order by number (Order number, e.g. {{order_id}} from an Ask question step). Exits: found / not found. On found, the order’s details are saved as variables with an order_ prefix: {{order_status}}, {{order_items}}, {{order_total}}, {{order_tracking_url}}, {{order_tracking_number}}, {{order_status_url}}…

Example: Ask question “Your order number?” → order_id → Order status lookup → found: Order {{order_id}} is {{order_status}} ({{order_items}}). Track it: {{order_tracking_url}}; not found: “We couldn’t find that order. Check the number or talk to us.”

Abandoned cart message

A Template step pre-labelled for cart reminders. Use it in a flow started by the Shopify / WooCommerce Abandoned checkout event, after a Delay of 1 hour. See the abandoned carts tutorial.

Webhook out

An HTTP POST to your app with the contact and this run’s answers. It works like HTTP request.

Sales pipeline steps

Create deal

Adds a deal for this contact to the sales pipeline: Pipeline (when you have several), Stage (empty = the first stage), Deal title and Value (₹) (variables allowed), Owner (Agent assigned to the chat, Account owner or a named agent) and Tags. Saves {{deal_id}}, {{deal_title}} and {{deal_stage}}.

Example: Lead capture flow → Ask question “Your budget?” → budget → Create deal title {{name}} — website enquiry, value {{budget}}.

Move deal stage

Moves the contact’s deal to Move to stage. Which deal: the deal that started the flow (deal triggers), else the contact’s latest open deal in that pipeline. Moving to Won or Lost closes the deal; Won / lost reason is saved with it. Branches: moved and no deal.

Example: Payment trigger (paid) → Move deal stage → Won, reason Paid online.

What’s next

Tutorial: order-status bot →Shopify lookup end to end.Tutorial: collect payments in chat →Razorpay links in a flow.