Ecommerce Customer Support Automation
Reduce support wait times by 90% with 24/7 AI-driven order and query replies
Customer messages pile up after every sale, and agents spend hours answering repeat order-status questions. This workflow gives shoppers instant answers on Telegram by detecting intent, pulling live order data, and replying automatically. You’ll cut manual support time, resolve requests faster, and improve customer satisfaction with measurable time savings.
Documentation
DescriptionThis workflow integrates Telegram, Shopify, and OpenAI in n8n to provide automated customer support. When a user sends a message on Telegram:
- The bot detects the intent (order_status or general).
- If the intent is order_status, it fetches order details from Shopify.
- Formats a friendly reply with order information.
- Sends the reply via Telegram.
- If the intent is general, the message is sent to OpenAI, which generates a helpful response.
- OpenAI’s response is sent back to the user on Telegram.
Workflow steps
- Listen for incoming Telegram messages.
- Detect whether the message is an order-status request or a general question.
- For order queries: fetch the customer’s order data from your store and format a friendly reply.
- For general questions: generate a concise, polite answer using AI.
- Send the response back to the customer on Telegram.
Key Benefits1. Reduce average response time by up to 90%.2. Cut repetitive manual support work and staffing overhead.3. Improve customer satisfaction with immediate, accurate order updates.4. Route complex queries to humans while automating the common ones.