Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Front Line
AI Order Support Agent for BigCommerce
Shoppers asking about a BigCommerce order get its real status, and approved changes are made on the order itself.
BigCommerce shoppers who ask about an order want its real status, not a generic reply. This edition reads live BigCommerce orders, shipments and customer data to answer order, delivery and change questions, and makes approved changes on the order itself. A scoped API account limits exactly what it can touch, and anything outside your rules goes to a person.
- Real order and shipment status from live BigCommerce data
- Approved changes made directly on the BigCommerce order
- Scoped API access that limits exactly what it touches
$5,900
20–30 working days
Optional maintenance $295/mo
What it is
AI Order Support Agent for BigCommerce answers order status, delivery and change questions from live BigCommerce orders, customers and catalog data, and makes approved changes inside your rules. A BigCommerce API account with scoped permissions limits what it touches, and anything outside your limits goes to a person. Every change is recorded.
Why businesses buy it
Order questions spike after every promotion and during peak season, and answering them means switching between the helpdesk and the BigCommerce admin dozens of times a day. Slow replies lead to chargebacks, wrong deliveries and lost repeat customers. This edition answers from the order itself and makes the changes you allow, so shoppers get accurate replies in seconds. The scope names the change types, limits and permissions before you order, and the scoped API account means it can never reach beyond them.
Problems this solves
BigCommerce order questions keep your team in the admin panel all day
The agent answers order status, delivery and change questions from live BigCommerce orders, customers and catalog data. Routine lookups no longer need someone to open the control panel.
Giving an outside tool store access feels risky
A BigCommerce API account with scoped permissions limits what the agent can touch. The keys stay under your control, and the field mapping documents every field it reads or writes.
Order edits happen with no trail of who made them
Approved changes are made inside your rules, and every change is recorded. Requests beyond your limits go to a person with the order details already gathered.
A good fit if
Your store runs on BigCommerce and a large share of tickets ask where an order is or how to change it.
You can create a BigCommerce API account with only the order, customer and catalog permissions agreed.
Your policies say plainly which changes are allowed, such as an address update before the order ships.
These questions come through one channel, such as site chat or your helpdesk, and you have test orders to try it on.
Not the right fit if
You only want proactive shipping updates sent to customers, not questions answered. See AI Order Tracking Agent for BigCommerce.
Most of your requests are returns needing policy checks and return instructions. See AI Returns Agent for BigCommerce.
You support customers through Gorgias with Shopify orders. See AI Order Support Agent for Gorgias.
You need more than six workflows or a third connected system. Add a note at checkout for a Change Quote.
How it works
- A BigCommerce API account with scoped permissions connects orders, customers and catalog, and the field mapping is agreed with your admin on a 30-minute call.
- A shopper asks in your one channel, and the agent matches them to the right BigCommerce order before sharing any detail.
- Status, items and delivery details come from the live order record, and product questions tied to the order can draw on catalog data.
- Changes your playbook allows, such as a new shipping address before fulfillment are written back to the order within your approval limits.
- Requests beyond those limits go to your named approver with the order and conversation attached.
- 50 documented test scenarios run on sandbox or test orders before launch.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- A BigCommerce API account with the agreed scoped permissions, plus test orders if you have them.
- Your BigCommerce admin for a 30-minute setup call.
- Your playbook: which order changes are allowed, approval limits and your refund policy.
- Help center articles, FAQs and shipping policies.
- Ten real conversations or emails about orders.
- Escalation rules, support hours and the approver for changes that need a person.
- One decision-maker for approvals.
- A rough count of your current help articles, FAQs and saved replies, so we can check there is enough source content to answer from.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake verified; BigCommerce scopes, playbook and approver confirmed.
Weeks 1–2
Order lookups and up to six workflows built.
Week 3
BigCommerce write-backs and the second system connected.
Weeks 3–4
50 test scenarios run on test orders and reviewed.
Week 4
Your review, two rounds of changes.
Go-live
Live in your channel, mapping documented, handoff recorded.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $5,900 |
| Express | 15–25 working days | $6,800 |
| Rush | 10–20 working days | $7,650 |
What you receive at handover
- The order support agent connected to your BigCommerce store on one agreed channel
- Two-way BigCommerce connection through a scoped API account, with documented field mapping
- Room for one more connected system and up to six workflows with your approval rules
- Test report from 50 scenarios on sandbox or test orders
- Admin guide and the recorded 60-minute handoff session
- 30 days of post-launch support
Expected benefits and how to measure them
- Shoppers can get order answers without waiting on your team.
- Scoped access helps keep the store safe while the agent works.
- Your team can see exactly what the agent changed and when.
- Order enquiries handled by staff
- Count order-related tickets your team answers each week. Compare four weeks before launch with four weeks after.
- Changes made by the agent
- Review the change records on BigCommerce orders each week to count approved edits and check they match your rules.
- Average reply time on order questions
- Compare average reply time from your support inbox for the month before and after launch.
Before you start: Record weekly order-enquiry volume and reply time for one month, alongside BigCommerce order counts.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build price is paid once. Running it costs roughly $50 to $250 a month in your own accounts for AI model usage and hosting, on top of your existing BigCommerce and helpdesk plans.
No BigCommerce plan upgrade is part of the build. AI usage during build and testing is billed to your accounts.
Ask about running costsCustom requirements
A third connected system, more than six workflows, a second language or custom BigCommerce objects outside the mapping need a written Change Quote. Note it at checkout and the quote arrives. Larger or bespoke projects go through the Custom AI request form instead.
Request a custom versionKeep it running
After launch, monthly maintenance keeps the build current as your business changes. It covers monitoring, fixes, model and platform updates, a monthly health report and a monthly allowance of change hours for changes such as a new shipping cut-off or an extra change type. It starts after the post-launch support period, bills monthly and can be cancelled any month.
$295/mo (5% of the build price a month, includes 2 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | An order-status app bills monthly by order volume | An outsourced support team bills per agent | Ours is one fixed price, shown on this page before you buy |
| Order changes | Shows tracking only | Agents edit orders by hand | Ours updates BigCommerce orders inside your limits |
| Testing | Goes live untested on your orders | Staff learn on the job | Ours runs 50 scenarios on test orders first |
| Delivery | Same day, status only | Weeks to hire and train | Ours has a fixed delivery time shown before you buy, with faster options |
Questions about this product
Which BigCommerce data can the order agent see?
Catalog, orders and customers, through a BigCommerce API account with scoped permissions. The exact fields it reads, and the few it may update are agreed at intake and written into the field mapping. Anything outside that mapping, including custom objects, stays untouched unless added through a Change Quote.
Can it change a BigCommerce order without staff?
Yes, when the change is inside your playbook, for example an address update before the order ships. The change is written to the BigCommerce order and logged with the conversation. Anything your rules do not cover, or that exceeds an approval limit, goes to the approver you named instead.
How does it find the right BigCommerce order?
It checks the shopper's details, such as an order number and email address, against BigCommerce order and customer records before saying anything about the order. The matching rule is agreed at intake and tested in the 50 scenarios. When details do not match, it asks again or hands off to your team.
Can we test it on a BigCommerce sandbox first?
Yes. If you have a sandbox store or test orders, the 50 documented scenarios run against them before launch, covering status questions, delays and change requests. You review the results and get two rounds of changes before the agent works on live customer orders.
What does the BigCommerce order agent cost to run each month?
Roughly $50 to $250 a month in your own accounts for AI model usage and hosting, plus your existing BigCommerce and helpdesk plans. Order volume moves the figure. After the one-time build, we charge no per-order fee, and every provider bill stays in your name.
How fast is delivery for the BigCommerce edition?
Delivery follows the fixed timeline shown in the delivery panel, counted from a verified intake, with express and rush options for a fee. Setting up the scoped API account and sending your playbook within 72 hours of ordering is the best way to keep whichever date you choose.
Guides on this topic
All guides Answer order questions from the order itself.
Order the AI Order Support Agent for BigCommerce and answer every order question from the order itself. Change types and permissions are agreed in writing first.
Works well with
Operations
AI Returns Agent
Processes return requests against policy and generates return instructions.
