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Front Line
AI Order Support Agent for Adobe Commerce
Customers of your Adobe Commerce store get live order answers, and permitted changes are made on the order record.
Where is my order? Can I change the address? Can I add one more item? On an Adobe Commerce store these questions arrive all day, and each one sends someone digging through the admin. This agent reads the live order, shipment and customer record, answers on the spot, and makes the changes your rules allow. Anything outside those rules goes to your team with the order already pulled up.
- Live order and shipment answers straight from Adobe Commerce
- Address and order changes made only within the rules you set
- Every exception reaches your team with the order attached
$6,900
20–30 working days
Optional maintenance $345/mo
What it is
AI Order Support Agent for Adobe Commerce answers order status, delivery and change requests using live Adobe Commerce orders, customers and catalog data, connected through an integration token. Changes your rules permit are made directly, and the rest go to a person with full context. Every answer and change is logged against the order.
Why businesses buy it
Order questions are the most repeated tickets an Adobe Commerce store receives, and each one costs an agent a trip into the admin to read a status they then retype. In a busy season, your team spends the day reading shipment records aloud. After launch, those answers come straight from the order itself, and safe changes happen without a ticket. Because the Scope Card names the connected fields, the permitted changes and the handoff rules before you order, you know exactly what the agent can touch in your store and what it never will.
Problems this solves
Adobe Commerce order lookups slow down every customer reply
The agent answers order status, delivery and change requests using live Adobe Commerce orders, customers and catalog data. Agents stop digging through the admin for each routine question.
Change requests reach staff without the order details they need
Changes your rules permit are made directly through an integration token. The rest go to a person with full context, so nobody re-asks the customer for order numbers.
You need a clear record for every order touched by automation
Every answer and change is logged against the order in Adobe Commerce. The documented field mapping shows exactly which fields the agent reads and which it writes.
A good fit if
You run Adobe Commerce, and order questions take up much of your support team's day.
Your developers or admin can issue an Adobe Commerce integration token limited to the agreed resources.
You have written rules for order changes and cancellations, with clear approval limits.
You can provide a sandbox or test records so changes are tried before they reach real orders.
Not the right fit if
Your store runs on BigCommerce. See AI Order Support Agent for BigCommerce.
You want product recommendations on site, not order support. See AI Recommendation Engine for Adobe Commerce.
You want catalog copy written, not customer orders handled. See AI Product Description Engine for Adobe Commerce.
You need returns processed against policy with return instructions. See AI Returns Agent.
How it works
- An Adobe Commerce integration token connects the agent, and your admin agrees which order, customer and catalog fields it reads and which it may update.
- Customer questions arrive in your one channel, and each is matched to the correct order before any detail is shared.
- Order state, shipment details and the items ordered are read live from Adobe Commerce, not from an export.
- Up to six workflows, such as a cancellation inside your window or a delivery address change, update the order within your approval rules.
- Requests over a limit, or outside the playbook, go to your named approver with the conversation and order attached.
- 50 documented test scenarios run on test records before launch, and you review every result.
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.
- An Adobe Commerce integration token covering the agreed resources.
- Your Adobe Commerce admin for a 30-minute setup call.
- Sandbox access or test records if you have them.
- The order playbook: cancellation windows, address-change rules, refund policy and approval limits.
- Help articles, FAQs and policies, up to 100 documents.
- Ten real order conversations, plus escalation rules and support hours.
- The named approver and one decision-maker.
- 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; integration token, playbook and approver confirmed.
Weeks 1–2
Order lookups and approval-bound workflows built.
Week 3
Adobe Commerce updates and your second system connected.
Weeks 3–4
50 documented scenarios run on test records.
Week 4
Your review and two rounds of changes.
Go-live
Live, field mapping and admin guide delivered, support starts.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $6,900 |
| Express | 15–25 working days | $7,950 |
| Rush | 10–20 working days | $8,950 |
What you receive at handover
- The order support agent live on one agreed channel, connected to your Adobe Commerce store
- Adobe Commerce two-way connection via an integration token you control, with documented field mapping
- Up to six workflows with your approval rules, plus up to one more connected system
- Test report covering 50 scenarios on sandbox or test records
- Admin guide, recorded 60-minute handoff session and 30 days of post-launch support
Expected benefits and how to measure them
- Customers can get answers on orders at any hour.
- Handoffs can reach your team ready to act, without extra lookups.
- Helps keep an audit trail of automated order activity.
- Order tickets resolved without a person
- Count order conversations the agent closed, from its log. Compare with total order tickets each week after launch.
- Time to resolve change requests
- Measure time from request to completed change in Adobe Commerce order history. Compare the month before and after launch.
- Customer contacts per order
- Divide weekly support contacts by weekly orders. Compare four weeks before launch with four weeks after.
Before you start: Note a month of order-ticket volume, change-request turnaround and order counts before the integration is built.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build is paid for once. Expect roughly $50 to $250 a month afterwards in your own accounts for AI model usage and hosting, in addition to your current Adobe Commerce and helpdesk costs.
Adobe Commerce licenses are outside the build. AI usage during build and testing is billed to you.
Ask about running costsCustom requirements
Custom Adobe Commerce objects outside the agreed mapping, a third system or more than six workflows are quoted separately. Add a note at checkout for a written Change Quote.
Request a custom versionKeep it running
Optional monthly maintenance covers monitoring, fixes, model and platform updates, a monthly health report and monthly change hours for new order rules, store changes or adjusted workflows within scope. It starts after the post-launch support period, bills monthly and can be cancelled any month.
$345/mo (5% of the build price a month, includes 3 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 | A commerce support add-on bills monthly | A commerce agency quotes time and materials | Ours is one fixed price, shown on this page before you buy |
| Order changes | Status only, or none | Made by hand by agency staff | Ours updates Adobe Commerce orders inside your limits |
| Approvals | Fixed rules set by the vendor | Whatever the contract specifies | Ours follows your playbook and named approver |
| Delivery | Quick install, generic answers | Several weeks of project time | Ours has a fixed delivery time shown before you buy, with faster options |
Questions about this product
What does the Adobe Commerce integration token need to cover?
The order, customer and catalog resources agreed in the field mapping, and nothing more. Your Adobe Commerce admin creates the token, and we confirm its scope together on a 30-minute setup call. The token belongs to your store and can be revoked by your admin at any time.
Can the agent cancel an Adobe Commerce order?
Yes, when cancellation is one of your workflows and the order meets the rules in your playbook, such as still being inside your cancellation window. The cancellation is written to the order in Adobe Commerce and logged. Orders outside those rules go to your approver instead.
Will it work with our Adobe Commerce customizations?
It works with the standard order, customer and catalog data in the agreed mapping. Custom objects beyond that mapping are excluded from the fixed price. If your store relies on them for order status, say so at checkout and you receive a written Change Quote.
Can we try it on Adobe Commerce test records first?
Yes. The 50 documented test scenarios run on a sandbox or test records you provide, covering status questions, delays, cancellations and address changes. Nothing touches a live customer order until you have reviewed those results and the two rounds of changes are complete.
What are the monthly running costs on Adobe Commerce?
Roughly $50 to $250 a month in your own accounts for AI model usage and hosting, plus your existing Adobe Commerce and helpdesk plans. A higher order volume moves it up. We take no share of orders or conversations once the one-time build is paid.
How quickly can the Adobe Commerce edition launch?
You see the fixed delivery time before you buy, counted from a verified intake, and you can choose express or rush delivery if your launch date is close. The integration token and order playbook are the intake items to send first, since the build starts from them.
Guides on this topic
All guides Let order records answer order questions.
Order the Adobe Commerce edition and let live order records answer your customers, with every change kept inside the rules you approve and every exception handed to your team.
Works well with
Operations
AI Returns Agent
Processes return requests against policy and generates return instructions.
Front Line
AI Cancellation Workflow
Handles cancellation requests with retention offers and clean offboarding.