How Nexus works
A modular AI automation system for Shopify brands - designed to reduce support overhead and improve conversion workflows, with human oversight at every layer.
Getting set up
Setup is lightweight by design. Most stores are configured and running their first automation within a day.
Connect your Shopify store
Install the Nexus app or use your API credentials. We pull in your product data, order history, and store configuration. This typically takes under 15 minutes.
Upload your knowledge base
Add your return policy, shipping FAQ, product guides, or any documents your support team currently references. This trains the AI assistant on your specific brand context.
Configure your automation modules
Choose which workflows to enable. Set escalation rules, review thresholds, and recovery sequence timing. Each module is independent - you can start with one and expand over time.
Review and go live
Run a short review period with AI responses in draft mode before enabling live sending. Once you're confident in the output quality, switch to live mode and monitor via the dashboard.
The four modules
Each module is independent. Enable all four or start with just the one most relevant to your current bottleneck.
AI Support Assistant
Handles incoming customer queries automatically - order status, return policies, FAQs, and product questions. Responses are generated from your knowledge base and store data.
- Connects to your product catalogue and order history
- Drafts replies based on your brand voice and policy documents
- Automatically escalates complex or sensitive queries to your team
- AI-generated responses can be reviewed before sending (configurable)
Abandoned Cart Recovery
Detects when a customer leaves checkout and triggers a configurable sequence of follow-up messages designed to re-engage them.
- Triggers based on configurable abandonment thresholds
- Personalised with product details and customer name
- Sequences can include up to 3 follow-up touchpoints
- Full control over timing, content, and discount logic
Analytics Dashboard
A centralised view of automation activity, conversation volume, and workflow performance - helping your team monitor what's running and where to improve.
- Real-time and historical conversation data
- Breakdown of automated vs escalated interactions
- Recovery workflow performance by campaign
- Exportable reports for team review
Smart Escalation Layer
Every automation module includes a structured escalation path. When AI confidence is low or a conversation requires human judgement, it routes to your team instantly.
- Confidence thresholds are configurable per module
- Escalated threads include full conversation context
- Integrates with Gorgias and other helpdesk platforms
- Escalation alerts via email notification
On human oversight
Nexus is designed as an AI-assisted system, not a fully autonomous one. We believe automation works best when humans remain in control of the decisions that matter most to customer trust.
- Every module supports a "draft mode" where AI outputs are reviewed before being sent
- Escalation rules are configurable and always route to a real person
- AI-generated responses can be overridden or corrected at any point
- You retain full control over which automations are active and when
Ready to explore the system?
Book a 30-minute walkthrough to see the platform in action and understand how it maps to your store's workflows.
Results vary depending on store setup and traffic. AI-generated responses may require review in edge cases.
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