ARMRA
98%
faster order-cancellation resolution
Within 30 days, alongside a 90% reduction for subscription cancellations.
Read the customer story →StateSet iCommerce CX
From customer questionto completed outcome.
Give your support team AI agents that understand the order, follow your policies, and carry out approved commerce actions. Keep people in control when a request needs judgment.
The ResponseCX offering, within StateSet iCommerce
What you keep. What StateSet runs. →Scoped rollout
What we verify before launch
Verify customer identity, policy decisions, provider results, human handoff, and outcome records for each enabled task.
CX in actionIllustrative workflow
ORDER / 10482
Customer
Where is my order?
Verified customer · Fulfillment record found
- Order and tracking retrieved
- Latest carrier update checked
iCommerce CX
Your order is in transit. The latest carrier update shows it has left the regional facility. Here is your tracking link.
Informational resolution
Answer grounded in the connected order record.
Commerce-aware supportPolicy-controlled actionsOutcomes you can inspect
How CX fits your stack
Add customer-issue resolution alongside your support and commerce systems.
- What you keep
- Keep your supported helpdesk or inbox, storefront, subscription platform, and payment provider.
- What StateSet runs
- StateSet handles the customer issue, carries out approved commerce actions, and routes work that needs a person.
- Where records live
- Order, subscription, and payment changes are confirmed in their source systems. StateSet records the conversation and outcome evidence for the connected workflow.
Starting the rollout. Start with one request type in an existing channel. Moving inboxes or replacing a helpdesk is a separate migration decision.
Published customer stories
See the workflow and the result together.
HydraPak
90%+
faster warranty resolution
With automated product identification and replacement-order creation.
Read the customer story →Sincerely Yours
80%
of ticket volume handled
While reducing time to resolution by 90% and saving more than 30 hours monthly.
Read the customer story →These are results from the named customer deployments. They do not establish results for every workflow or qualify a new warehouse, transportation, or EDI rollout.
StateSet Chat
One agent before and after checkout.
Put a CX agent on your storefront. StateSet Chat helps shoppers find the right product and add it to their cart, then handles what comes next. When a request needs a person, your team takes over the same conversation.
Before checkout
- Asks what the shopper needs before recommending products
- Shows product cards with live stock and variants
- Adds items to the cart and links straight to checkout
- Answers shipping, returns, and policy questions from your published policies
After checkout
- Tracks orders after verifying the customer’s email
- Starts returns and exchanges, including photos of damaged items
- Handles the subscription changes you enable in CX
- Hands off to your team, who can take over the conversation live
On every storefront
- One script tag installs it
- Full screen on phones
- English, Spanish, and Arabic, with right-to-left layout
- Keyboard navigation and automated accessibility checks
- Your brand’s name, colors, and voice
- Customers can delete a conversation from their device
A completed customer issue in Chat is billed once at its CX outcome tier, like any other channel.
StateSet Voice
Answer the phone with the same agent.
Give customers a number to call. StateSet Voice answers with the same policies, tools, and handoff rules as your other CX channels, and keeps a transcript of every call.
On the call
- Verifies the caller’s email with a one-time code before sharing order details
- Tracks orders and handles returns, exchanges, and subscription changes
- Places new, replacement, and exchange orders as Shopify drafts the customer completes by email
- Answers from your policies and knowledge, and transfers to your team when needed
Your team in control
- Monitor live calls and send the agent private guidance
- Take over a call when it needs a person
- Review transcripts and recordings in an authenticated workspace
- Set redaction and retention rules for recordings and transcripts
On every call
- Median reply in under a second: 782 ms p50, 1,157 ms p95
- Customers call a dedicated number or start a call from your website
- Outbound calls check Do-Not-Call lists and local calling hours first
- Every call is scoped to your account, with audit history
Reply latency measured from the caller’s side on a published production agent, August 2026. Phone numbers, transfer rules, and supported actions are confirmed during onboarding.
A completed voice issue is billed once at its CX outcome tier. Informational voice resolutions are $1.75 each.
StateSet Mail
Answer support@ with the same agent.
Point your support address at StateSet. StateSet Mail receives every message, the CX agent replies under your policies, and your team reviews whatever needs a person.
Set up in DNS
- Point a subdomain such as support.yourbrand.com, or opt in to your whole domain
- StateSet checks your MX, SPF, and DKIM records before going live
- Outbound mail is DKIM-signed for your domain
- Private signing keys are never exposed through the API
Every conversation
- Messages thread into conversations with their full history
- The agent replies under your policies; your team reviews what needs a person
- Replies can carry attachments
- A retried reply is never sent twice
Delivery handled
- Bounces are matched to the original message
- Hard bounces and unsubscribes go on a suppression list
- Failed sends retry from a durable queue
- Signed webhooks for every message event
Your support address and DNS records are confirmed during onboarding.
A completed email issue is billed once at its CX outcome tier, like any other channel.
Customer experience
The answer is only part of the job.
Bring customer conversations, business knowledge, and the systems behind the order into one support workflow.
Meet customers in their channel
Put StateSet Chat on your storefront, answer calls with StateSet Voice, manage your support address with StateSet Mail, or work in Gorgias or Gmail. Configure the channels your team uses.
Understand the order
Use connected order and fulfillment records to answer tracking questions. Escalate missing or conflicting information instead of guessing a delivery date.
Carry out commerce work
Configure eligible order cancellations, returns, subscription changes, and refund workflows. Verify the customer, permissions, and policy before an action.
Set the boundaries
Define instructions, knowledge sources, review gates, and autonomy by customer intent. Route exceptions and sensitive actions for approval.
Give your team the handoff
Use Chat Desk to review conversations, take over, draft a reply, and manage escalations. Keep the customer context alongside the work that needs attention.
Inspect the outcome
Review recorded outcomes, charges, and disputes in the outcome ledger. Follow available conversation, policy, and provider evidence to understand what happened.
Inside the workflow
A clear path from request to resolution.
Explore how a customer issue moves through context, policy, action, and review. Each workflow is qualified against your connected systems before launch.
CX / Understand
Start with the customer and the facts.
Identify the request, retrieve relevant business knowledge, and look up the connected order or subscription. Confirm identity before exposing sensitive information or making changes.
- Conversation and customer context
- Relevant knowledge and policy
- Connected order or subscription record
Customer requestGrounded context
Start with the tools behind your support.
Confirm the credentials, permissions, and supported actions for each connection during onboarding. Channel availability and commerce scope are qualified separately.
Customer conversations
- StateSet Chat on your storefront
- StateSet Voice phone line
- StateSet Mail support address
- Gorgias
- Gmail
Connect a supported reply channel and configure how agents and people share the work.
Commerce context & actions
- Shopify
- Recharge
- Loop Returns
- Knowledge files & URLs
Choose the customer tasks to enable, then verify each workflow against your store and business policies.
Additional channel scope
- Zendesk evaluation
Zendesk supports connection and recent-ticket evaluation; automated replies inside Zendesk are not currently supported.
The iCommerce suite
Connect the customer to the operation.
CX resolves the customer issue. OMS coordinates the order. EDI connects trading partners. In early access, WMS records the physical work and TMS manages transportation. Choose the products you need and qualify their handoffs for your business.
01 / CXYou are here
StateSet iCommerce CX
Scoped rollout
Resolve customer issues in chat, voice, and your helpdesk, with commerce actions and human handoff.
Explore CX02 / OMS
StateSet iCommerce OMS
Scoped rollout
Connect channels, orchestrate orders, and coordinate fulfillment.
Explore OMS03 / EDI
StateSet iCommerce EDI
Partner qualification
Exchange and reconcile commerce documents across trading partners.
Explore EDIBuild around your operation
Prove the workflow. Then turn it on.
For commerce brands and customer experience teams managing order support, returns, refunds, and subscriptions.
Start with a defined set of customer issues. Connect your store and support channel, review draft answers against representative tickets, and verify actions and handoffs before enabling automation. Production acceptance is specific to your channels, integrations, and policies.
- Choose tasks, knowledge, permissions, and approval rules
- Review draft results and verify provider-backed actions
- Enable the agreed scope and monitor outcomes with your team
Powered by the StateSet iCommerce Engine
How CX completes the work.
Every customer issue runs as a durable workflow, whether it arrives by chat, voice, email, or your helpdesk. The agent reasons. The engine decides what commits.
01
Reason
The agent gathers the order, customer, and policy context, then proposes a reply and any actions.
02
Check
The engine holds those actions until they clear your policies, any review gate, and a freshness check against current records. Policy checks can call the StateSet Decisions API for a proof-backed answer.
03
Commit
Approved changes commit through one controlled write path, and the run, outcome, and billing record are kept.
CX workflows on the engine
- Customer issues
- Returns lifecycle
- Warranty claims
- Subscription retention
- Payment recovery
- Delivery-exception callbacks
- Follow-up calls and emails
Launch pricing · USD
One completed issue.
One outcome tier.
A distinct completed CX issue is charged once at the highest applicable outcome tier. A return and refund that resolve the same issue do not stack informational, commerce, and financial charges. Completion requires the agreed evidence; messages, retries, internal calls, and unresolved escalations add no units.
$1,000/ account / month
Committed usage covers the first $1,000 of eligible consumption. When you add OMS, WMS, or Parcel TMS, commitments combine into one shared usage balance.
- informational resolution
- $0.75
- A customer question resolved without a commerce or financial change.
- voice informational resolution
- $1.75
- An informational issue resolved over a qualified voice channel.
- commerce outcome
- $2.50
- An eligible commerce change completed for the customer.
- financial outcome
- $3.00
- A financial outcome, such as an approved refund, completed and evidenced.
Standard terms: a 12-month agreement funded monthly, with 90-day rollover of unused credits. The minimum is payable even in a zero-usage month; unused credits can expire. No additional platform or seat fee. Custom implementation and third-party costs are scoped separately.
Rates and commitments are subject to customer validation and agreed scope. Voice requires separate qualification. Existing agreements remain unchanged. View the full rate card and billing definitions.
Questions about iCommerce CX
Does iCommerce CX replace my existing systems?
Add customer-issue resolution alongside your support and commerce systems. Start with one request type in an existing channel. Moving inboxes or replacing a helpdesk is a separate migration decision.
Is this the ResponseCX offering?
Yes. StateSet iCommerce CX is the customer experience offering built in ResponseCX. Existing customers can continue to open their workspace at response.stateset.com.
Can we keep our current helpdesk?
Gorgias is a supported helpdesk channel. Gmail, StateSet Mail, StateSet Chat, and StateSet Voice provide additional conversation channels. Zendesk can be connected to evaluate recent tickets, but automated replies inside Zendesk are not currently supported. Confirm your channel and workflow scope during onboarding.
What happens when an issue needs a person?
Configure review gates, approval rules, and escalation boundaries for your customer tasks. Operators can review the conversation in Chat Desk, take over, and respond with the available customer and action context.
Does CX include a chat widget for our storefront?
Yes. StateSet Chat is the storefront channel of iCommerce CX. One script tag installs it, and it uses the same agents, policies, and human handoff as your other CX channels. Brand presets set its name, colors, and voice.
Can StateSet Chat help customers shop?
Yes. On supported Shopify stores, Chat recommends products with live stock and variants, adds them to the cart, and links to checkout. After the order, the same agent handles tracking, returns, exchanges, and subscription changes you have enabled. Shopping scope is confirmed in your quote.
Which languages and devices does StateSet Chat support?
Chat supports English, Spanish, and Arabic, with right-to-left layout. It opens full screen on phones, works with a keyboard, and is checked with automated accessibility tests. Customers can delete a conversation from their device.
Can CX answer phone calls?
Yes. StateSet Voice gives customers a number to call, or a call button on your website. The voice agent verifies the caller, tracks orders, and handles returns, exchanges, and subscription changes under the same policies as chat and email. Your team can monitor live calls, guide the agent privately, and take over.
Can StateSet answer our support email address?
Yes. StateSet Mail manages your support address. Point a subdomain such as support.yourbrand.com at StateSet; we verify the DNS records, sign outbound mail for your domain, and route every message to your CX agent and team.
How is CX different from OMS?
CX handles the customer-service issue, such as a request to change an eligible order. OMS coordinates the original order through the agreed fulfillment milestone. They deliver separate services; internal calls, retries, and edits do not create extra billable orders.
Do multiple messages create multiple charges?
Under the launch rate card, a distinct completed issue receives one highest applicable CX outcome tier. Repeated messages, model retries, internal tool calls, and unresolved escalations do not add billable units. The agreed billing schedule defines completion evidence and any reopening or reversal rules.
Does the new launch rate card change an existing agreement?
No. The rates and commitments on this page are launch terms for new scoped offers. Existing customer agreements remain in force. Your quote confirms supported workflows, channel availability, rates, and the shared usage commitment.
StateSet iCommerce CX
Build support around a completed outcome.
Walk through your customer issues, support channels, and commerce systems with the StateSet team.
Plan your CX workflow