AI Customer Support & Live Chat
Complete customer support built into your store — live chat widget, real-time inbox, AI auto-replies, and a full analytics dashboard. No third-party tools required.
Overview
LaunchStore includes a fully-featured customer support system across your store dashboard and storefront. It covers everything from the chat widget your visitors see to the inbox your team uses to reply, the AI engine that answers automatically, and the analytics that show you how everything is performing.
There are no external scripts, no Tidio snippets, and no monthly per-seat fees. Everything is built in.
What's Included
| Feature | Included |
|---|---|
| Live chat widget on your storefront | ✅ |
| Real-time dashboard inbox | ✅ |
| AI order tracking (WISMO) | ✅ |
| FAQ-powered AI auto-replies (RAG) | ✅ |
| Canned responses (quick-reply templates) | ✅ |
| CSAT satisfaction surveys | ✅ |
| Sentiment analysis on incoming messages | ✅ |
| Proactive chat triggers (page, time, scroll) | ✅ |
| AI product recommendations in chat | ✅ |
| Conversation tags & labeling | ✅ |
| Agent assignment & routing | ✅ |
| Internal notes (agent-only, not visible to customer) | ✅ |
| Business hours configuration | ✅ |
| Auto-close idle conversations | ✅ |
| Support analytics dashboard | ✅ |
| AI conversation summaries (auto-generated after resolve) | ✅ |
| Smart reply suggestions (3 AI options per conversation) | ✅ |
| Email transcript sent on resolve | ✅ |
| Visitor enrichment from Medusa customer profiles | ✅ |
| File attachments (images, PDFs — stored in your R2 bucket) | ✅ |
| Inbox search (name, email, message content) | ✅ |
| Read receipts with real-time updates | ✅ |
| Typing indicators (both directions) | ✅ |
Quick Start
- Open your store dashboard
- Go to Customer Support → Widget Settings
- Toggle Enable chat widget on
- The chat bubble appears on your storefront within 60 seconds
That's all you need to go live. Everything else — FAQ, AI, analytics — can be configured when you're ready.
Enable the pre-chat form (name + email capture) as your second step. With a customer's email on file, the AI can look up their orders automatically for WISMO queries — without needing them to include their order number in the message.
The Three Modes
You can run Customer Support in three configurations:
1. Widget only (manual support) Enable the widget. Reply manually from the inbox. No AI. Great for new stores where you want full control over every reply.
2. Widget + AI (automated hybrid) Enable the widget and turn on AI auto-replies. The AI handles order tracking and FAQ questions automatically. You handle everything else. Most stores use this mode.
3. Full setup with all features Widget + AI + canned responses + tags + business hours + CSAT + analytics + smart replies + proactive triggers. Suitable for stores with a support team or high conversation volume.
Guides in This Section
- Widget Setup — enable the chat widget, configure branding, set up the pre-chat form, and configure business hours
- FAQ Knowledge Base — build the knowledge base the AI uses to answer questions automatically
- Inbox & Conversations — manage conversations, use canned responses, tags, assignment, internal notes, file attachments, and search
- CSAT & Analytics — track satisfaction scores, sentiment, response times, and conversation volume
For a full end-to-end walkthrough of every feature including configuration steps and screenshots, see the AI Customer Support feature guide.
How the AI Works
The AI has two modes — WISMO and RAG — and they run in order of priority:
WISMO (order tracking) If the customer's message matches a "where is my order?" pattern, the system looks up the order directly from Medusa using the order number or the customer's email. This uses no LLM — it's pattern matching + a database lookup. Fast, accurate, free of hallucination risk.
RAG FAQ answers For every other message, the system embeds the customer's question and searches your FAQ for semantically similar Q&A pairs. If a good match is found, it passes the FAQ content to GPT-4o-mini to formulate a reply. If no match is found, the AI stays silent — no made-up answers are sent.
Replacing Your Existing Tools
LaunchStore Customer Support is designed to replace:
| Tool you use now | Feature it replaces |
|---|---|
| Tidio | Live chat widget + AI chatbot |
| Gorgias | Inbox, tags, assignment, macros (canned responses) |
| Intercom | Proactive triggers, smart replies, CSAT, analytics |
| Help Scout | Inbox, internal notes, assignment, email transcripts |
| AfterShip / TrackingMore | WISMO order tracking |
| Survey tools (Typeform, etc.) | CSAT satisfaction surveys |
Feature Detail Page
For marketing information, screenshots, and tool comparison: