Subscriptions
The chat knows the customer's subscription: next delivery, products and frequency.
Read more AI chat · coming soon
Customer service for your shop, with an AI that answers first
Where is my order, can my delivery come a week later, how do I return something? Loyalo answers those itself: with buttons in the chat and an AI that answers from your knowledge base and the customer's own data. What needs a person lands in one inbox with your team, with the customer's orders, subscription and points next to it.
- 3
- channels in one inbox: chat, e-mail and contact form
- 4
- things the AI does itself: skip, move, pause and resume
- 1 click
- to approve a proposal of the AI, such as a refund
- € 49
- per month with a Loyalo plan, € 79 on its own
In your shop
Most questions are answered before anyone types
Under the greeting are buttons for what customers ask most. One click answers straight from your own data. A customer who prefers to type gets the AI.
Buttons and AI
Order tracking, points and your own articles
A logged-in customer sees where their order is with one click, with the carrier's tracking link. A guest enters the order number and the e-mail address of the order. Questions about points, shipping or products are answered by the AI from your knowledge base.
- Order status and tracking, also for guests with order number and e-mail address
- Your own articles as buttons under the greeting
- The AI answers in Dutch, English or German, in the customer's language
- If the answer is nowhere to be found, the AI hands over instead of guessing
Self-service
Skipping a delivery without you lifting a finger
A subscriber sees their subscription and the next delivery date in the chat, with buttons to skip that delivery, move the date or pause. It happens right away, within the rules you set for the customer portal.
- Skip, move, pause and resume with one click
- Only for a customer who is logged in, and only their own subscription
- The same permissions as in the customer portal: what you switch off there cannot be done here either
- Every change is in the conversation, so your team sees what happened
Product advice
The AI advises from your own catalogue
Which coffee suits me? The AI searches your own products, asks one question if needed and recommends what fits. The products appear as cards with photo, price and link under its answer, and the chat stays open on the product page.
- Only products that are live in your webshop
- Advice from your own product texts, type, tags, price and stock
- The button 'Help me choose' under the greeting
- Can be switched on or off in the settings
Report a problem
One complete conversation instead of three rounds back and forth
When a parcel is damaged or has not arrived, the customer picks the order and what is wrong, and explains it, with a photo if they like. Your team gets one conversation with the order, the status, the items, the explanation and the photos.
- Logged in: pick from the latest orders. Guest: order number and e-mail address
- Not received, damaged, wrong product, something missing, a return or something else
- Up to three photos per report: the AI looks at them and your team sees them in the inbox
- The conversation gets the right topic at once, so your rules can assign it
- Outside your opening hours the customer hears when your team is back
How a question travels
- 01
The customer asks
In the chat on your shop, by e-mail or through the contact form. Everything lands in the same inbox.
- 02
The AI answers first
From your knowledge base and, for a logged-in customer, from their own orders, subscription and points.
- 03
What needs a person goes on
With a summary, a topic and a priority. Your team gets a notification by e-mail, and in Slack if you connect it.
- 04
You answer with everything at hand
The customer, their orders and their subscription are next to the conversation. Refunds and discount codes are done from the inbox.
In your dashboard
One inbox for chat, e-mail and contact form
Every conversation is a ticket with a number, a status, a topic and an owner. You see what is open, what is yours and what the AI is handling right now.
Inbox
The customer and their orders next to the conversation
You do not need to open Shopify to answer a question. Next to the conversation are the orders with tracking, the subscriptions, the points balance and earlier conversations, with the actions that go with them.
- Refund (all or an amount) and cancel an order
- Skip, move or pause a delivery, give points, a personal discount code
- The customer's photos in the conversation, and a photo or PDF of your own with your reply
- Internal notes only your team sees
- Macros filled in with the customer's name, order number and tracking link
- A draft by the AI that you edit and send
Knowledge base
The AI answers from what you wrote down
You write one article per topic: shipping, returns, your products. The AI uses those articles and adds nothing of its own. You do not have to start from a blank page: Loyalo drafts a first set from your shop's policy pages, which you read before adding it.
- Up to 200 articles, which the AI searches when there are many
- Choose per article whether it is public: a button in the chat and on the help page
- Articles for the AI and your team only, such as your goodwill rules
- You set the order by dragging: the top six are buttons in the chat
- You see how often an article was opened
Rules
The sorting takes care of itself
A rule looks at the channel, the topic, words in the message and who the customer is. It tags, assigns, sets the priority, sends a macro as a reply or closes the conversation. Answered conversations close by themselves after a number of days without a reply.
- Damaged parcels straight to the right colleague
- "Charged twice" always urgent
- A standard reply to questions that come in by e-mail
- The top rule wins; you change the order by dragging
- Per rule you see how often it was applied
Help page
The same articles on a help page in your webshop
All public articles are on a page of their own in your theme, with a search field and a button to the chat. Put the link in your menu or footer, and customers find the answer before they ask.
- Write once: for the AI, the buttons in the chat and the help page
- Search in titles and texts
- Every article has its own address to share
- The knowledge base shows which questions the AI could not answer, so you know what to write next
What the AI does and does not do
The AI does the safe work, you decide about money
You can also let the AI only look things up and answer, or switch it off. Then every question goes straight to your team.
| What the customer asks | What happens |
|---|---|
| Where is my order? | The AI or the button gives the status and the tracking link |
| How many points do I have and what can I do with them? | The AI checks it for the logged-in customer |
| Can my delivery come a week later? | The AI moves the delivery, if the customer may also do that in the portal |
| I want my money back | The AI makes a proposal with amount and reason; you approve or reject |
| Can I cancel this order? | A proposal for your team, never by itself |
| A question the answer is not known to | The AI hands over to your team, with a summary |
The AI only uses a customer's data when that customer is logged in. By e-mail the AI never changes anything itself: that always becomes a proposal.
Statistics
See what the AI solves and how fast your team replies
Per day, per channel, per team member
The share settled without your team
The Statistics page shows how many conversations came in, how many the AI and the buttons settled themselves, how fast your team first replied and how long it took until a conversation was closed.
- After closing, Loyalo asks the customer for a score from 1 to 5, in the chat and by e-mail
- Per channel and per topic, so you see where the questions come from
- Which buttons in the chat are used most
- The figures in this example are of a fictional shop
Fits the rest of Loyalo
AI chat also works without subscriptions or points. If you do use them, the chat knows all about them.
Price · for sale soon
A fixed price per month
No price per conversation and no price per team member. You can already try AI chat in the 14-day trial.
See all prices- € 49 per month as an add-on with Growth, Scale or Scale B2B
- € 79 per month on its own, for a shop without subscriptions through Loyalo
- € 99 per month together with product reviews, without a Loyalo plan
- Pay yearly: 2 months free
- Your whole team works in the inbox, at no extra cost per user
- On or off whenever you like
Frequently asked questions about AI chat
What is AI customer service?
AI customer service means an AI answers a customer's question first, in the chat on your shop. In Loyalo the AI answers from your own knowledge base and, for a logged-in customer, from their orders, subscription and points. What needs a person goes on to your team with a summary.
Can I use AI chat without subscriptions through Loyalo?
Yes. AI chat will also be available on its own, for € 79 per month, or together with product reviews for € 99 per month. You get the inbox, the chat on your shop, e-mail, the contact form and the AI. If you also use a Loyalo plan for subscriptions, it will be an add-on of € 49 per month. AI chat goes on sale soon.
Where does the AI get its answers from?
From the articles in your knowledge base, the short text you enter in the settings and, for a logged-in customer, from their own orders, subscription and points. If the answer is not there, the AI does not guess: the question goes on to your team.
Can the AI refund money or cancel an order by itself?
No. For a refund, a cancellation, ending a subscription, a discount code or extra points the AI makes a proposal. A team member approves or rejects it with one click. Nothing happens until it is approved.
What may the AI do by itself?
For a logged-in customer: skip or move the next delivery, pause and resume the subscription. Only what you also let that customer do in the customer portal. You can switch this off; the AI then only looks things up and answers.
How does e-mail work in the inbox?
You get your own inbox address at Loyalo and forward the mail of your customer service address to it. Every e-mail becomes a conversation. Your reply goes out in your shop's name, and the customer's answer lands in the same conversation.
Can a customer without an account track their order?
Yes. A guest enters the order number and the e-mail address of the order. If both are right, they see the status and the tracking link. The number of tries per conversation is limited.
Which languages does the chat work in?
The chat window and the buttons are available in Dutch, English and German. The AI answers in the customer's language. The dashboard is available in Dutch and English.
Is there a limit on the number of conversations?
You do not pay per conversation. The AI does have a generous daily limit per shop. When it is reached, new questions go straight to your team, so no question gets lost.
Can the AI advise on products?
Yes. The AI searches your own catalogue and advises from what your product pages say: description, type, tags, price and stock. The products it recommends appear as cards under its answer. It never recommends a product that is not in your webshop.
Can I decide how the AI writes?
Yes. You choose the form of address (informal or formal), give the assistant a name if you like and write your own house rules. With 'Test the AI' in the settings you see at once what a visitor gets as an answer, without anything being stored.
Can a customer send a photo?
Yes. In the chat and with a problem report a customer can send up to three photos (JPG, PNG or WebP). The AI looks at them and your team sees them in the conversation. Your team can add a photo or PDF to a reply, a return label for example. Video is not possible.
Does it work with WhatsApp or Instagram?
Not yet. Right now there are three channels: the chat on your shop, e-mail and the contact form.
Read on Set up AI chatKnowledge base and help pagePricingCustomer portalSubscriptions
Demo
Request a demo or a trial
In half an hour we show you how Loyalo works in your shop, or we send you an install link right away. The trial runs for 14 days and needs no credit card.
Fewer questions for your team, faster answers for your customer
Try AI chat in your own shop for 14 days. Switch on the chat, let the AI draft a first knowledge base and see what comes in.