Resolve the Order Before It Becomes a Ticket.
Leo answers every customer contact in under three seconds, looks up the live order in Shopify, verifies identity before touching a shipping address, generates return labels on the spot, and writes every action back into Shopify, Gorgias, Klaviyo, Recharge, and Zendesk.
Leo is standing by. Start the call to watch a real intake play out, field by field.
Same Call. Two Very Different Outcomes.
Every e-commerce operator is one unanswered ring away from handing a job to a competitor. Here is the same emergency, run both ways.
- "Where is my order?" is half the ticket queue and every one is answered by hand
- Address changes get applied on a caller's say-so, with no identity check at all
- An agent cancels an order that already shipped, and the inventory never reconciles
- Return eligibility is judged from memory, so the policy bends per agent
- Peak season triples contact volume and the queue never clears before midnight
- Answered in under three seconds, through Black Friday volume and after
- Identity verified against the order before any shipping address is touched
- Fulfilled and in-transit orders routed to returns instead of cancellation
- Return eligibility applied from your actual policy, identically every time
- Written once by Leo, synced to Shopify, Gorgias, Klaviyo, Recharge, Zendesk
This Is Leo
Your dedicated E-Commerce & Retail Operations intake specialist — not a general-purpose bot with your logo on it.
- Specialty
- E-Commerce & Retail Operations
- Writes into
- Shopify · Gorgias · Klaviyo · Recharge · Zendesk
- Availability
- 24 / 7 / 365 · unlimited concurrent calls
Post-checkout address changes require verification
A shipping address is the single highest-risk field after checkout — a redirected parcel is the most common account-takeover payout. Leo verifies the caller against the order before any change, and that check is deterministic rather than something a persuasive caller can talk past.
Never cancels an order that already shipped
Fulfillment status is read from Shopify before any cancellation is considered. Anything fulfilled or in transit is routed into the return and refund flow instead, so inventory and finance never diverge from reality.
Applies your policy, not its own judgment
Return windows, restocking fees, final-sale exclusions, and warranty terms come from your published policy. Leo never improvises an exception and never promises a refund your terms do not allow.
Escalates VIP and high-value orders
Wholesale accounts, high-lifetime-value customers, and orders above your threshold route to a live agent with the full order context and conversation already attached.
Live in Four Steps
From signed contract to Leo answering your e-commerce line — typically inside 48 hours.
Select playbook
Start from a E-Commerce & Retail Operations playbook that already knows the vocabulary, the intake fields, and the questions that decide whether a job is worth a truck roll.
engineos packs enable shopify.ecommerce \ --agent leo \ --intake emergency
Train guardrails
Define exactly what Leo may quote, promise, and schedule — and the conditions that force a warm transfer to a human instead.
guardrails: quote_ceiling: authorized_only escalate_on: [injury, hazmat]
Connect stack
Native writes into Shopify, Gorgias, Klaviyo, Recharge, Zendesk, plus bring your own carrier — Twilio, SignalWire, Telnyx, Plivo, or any SIP trunk you already pay for.
engineos connect shopify \ --sync jobs,contacts \ --carrier byoc
Automate & scale
Every call lands as structured JSON with a recording, a transcript, and a deterministic log line. No sampling, no silent failures, no guesswork.
POST /webhook/intake
{ status: "dispatched",
crew_eta_min: 38 }Six Calls Leo Handles Without You.
Real e-commerce scenarios, each one fully scripted, guardrailed, and logged.
Order lookup and tracking sync
Pulls live fulfillment and carrier tracking straight from Shopify and answers the where-is-my-order question instantly — the single highest-volume contact in e-commerce support.
Fraud-screened address modification
Confirms the caller against the order email before editing a destination, blocking the redirect-the-parcel attack that unverified address changes quietly enable.
Non-cancelable shipped order safeguard
Checks fulfillment state first. A shipped order can no longer be cancelled, so Leo deterministically moves the customer into the return flow rather than confirming something the warehouse cannot honor.
Instant return label generation
Checks the order against your return window and exclusions, then issues the prepaid label and starts the RMA without an agent ever opening the ticket.
Subscription modification
Handles Recharge skips, pauses, cadence changes, and cancellations — the requests that otherwise churn a subscriber while they sit waiting in a queue.
VIP and high-value escalation
Recognizes wholesale and high-lifetime-value customers on contact and routes them to a human immediately, with order history and context already loaded.
You Own the Carrier. We Own the Intelligence.
Most AI answering services lock you into their phone numbers and mark up every minute. EngineOS runs on the carrier you already have.
- Keep your existing telephony contracts — no port required
- Your recordings, your storage, your data residency
- No per-minute markup on carrier traffic
- Sub-second failover between providers
- Full call-detail records exported to your warehouse
- Leave whenever you like — the numbers were always yours
Encrypted end to end
Calls are encrypted in transit and at rest. Recordings land in your bucket under your retention policy — EngineOS never becomes the system of record for your customers' data.
Status, tracking, and returns answered on contact instead of queued as a ticket.
Held through peak season, when contact volume triples overnight.
Routine order and return contacts resolved before they ever become a ticket.
Ready to Put Leo to Work for Your E-Commerce & Retail Operations Business?
Tell us where your calls go today. We'll run Leo against your real intake script, on your own carrier, and show you the structured records it produces — no rip-and-replace required.
- 20-minute call, no slide deck
- Keep your existing phone numbers and contracts
- Live in 48 hours after you say go