This article explains what the Swap CS Agent is, where it's available, and what to expect as you get set up.
💡 The CS Agent is available to existing Swap customers, on either an Agentic Storefront or a standard Shopify store using the web widget. Reach out to your Swap contact to check eligibility and start onboarding.
What is the Swap CS Agent?
The Swap CS Agent is an AI support agent built into Swap. Because Swap already runs your orders, returns and exchanges, cross-border duties and tax, shipping, and inventory, the agent resolves shopper support requests directly inside those systems — rather than just reading data and routing the shopper to a human.
If you're running an Agentic Storefront, the CS Agent extends your existing shopping agent into post-purchase support, so shoppers get one continuous conversation. If you're on a standard Shopify store, the CS Agent runs as an embeddable web widget.
What it can help with
Order tracking — pulls live shipment status and ETA, explains delays (for example, a customs hold on unpaid duty), and can reroute, expedite, or correct an address before dispatch.
Returns and exchanges — checks eligibility against your return policy, then initiates the return, leading with an exchange or store credit before falling back to a refund.
Claims — for damaged, faulty, wrong-item, or lost-in-transit issues, captures evidence (like a photo) and resolves within your policy.
General questions — answers questions on product, sizing, shipping, duties and tax, promo codes, and policies, using your Knowledge Pack (see below).
Escalations to your team — hands off to a human with full conversation context when a request is outside the agent's scope, low-confidence, or the shopper asks for a person directly.
Where it's available
Agentic Storefront — native, and available to merchants already running Swap's Agentic Storefront.
Standard Shopify store — via an embeddable web widget, so any Shopify merchant can add the agent to their site.
🔜 Support for additional channels, starting with WhatsApp, is coming soon.
Prerequisites
Before you get started, check that:
You're an existing Swap customer (already set up on Swap Returns).
Your store has a custom domain configured — this is required to set up the widget and to give you a testing URL for QA.
You have your key policy pages ready to share — shipping, returns, FAQ, and sizing guide, if you have one. These feed your Knowledge Pack (see below).
Getting set up
Share the source material for your knowledge packs and your custom domain with your onboarding manager.
Agent builds knowledge packs in the background. The system creates structured knowledge packs that summarize your content and preserve important "quote-ready" policy language so that it can respond in line with your current policies.
The CS Agent widget is installed on your Shopify store.
You get access to the CS Agent Dashboard under your Swap Merchant Dashboard.
Complete QA using your testing link before shoppers see the widget live.
Go-live! Once you approve the setup with your onboarding manager, they will set the CS Agent live on your site.
⚠️ The CS Agent is AI and runs on a non-deterministic model, meaning responses are tailored to each shopper and can vary. Like all generative AI, it can make mistakes — use your QA step to check its behaviour against your brand and policies before going live.
Knowledge Packs
Knowledge Packs are curated, source-of-truth references built from your live site content and the policy pages you choose, so the agent's answers stay aligned with what's actually true for your store.
A knowledge pack should cover:
Shipping and delivery policies
Returns, exchanges, and refunds
Terms and key store rules
Brand story, tone, and FAQs
Sizing guides and product education content
To get the best results:
Keep your policy pages clear and up to date.
Use scannable headings for things like shipping timelines, eligibility rules, fees, and exceptions.
Put edge-case rules in writing (for example, final sale items, gifts, international shipping, hygiene seals) so the agent applies them consistently.
Using your CS Agent Dashboard
Your dashboard is where you configure, monitor, and step into the agent.
Analytics dashboard
Filter by date range (for example, last 7 or last 30 days) to review:
Users — unique shoppers served
Conversation volume — total conversations
Auto-resolution rate — the percentage the agent resolved on its own
Escalations — number of conversations handed to your team
Topic breakdown
See what shoppers are asking about, grouped into categories: sizing and fit, order status, payment and discounts, returns and exchanges, shipping and delivery, product care, and stock availability. Use this to spot content or policy gaps.
Escalations
An escalation is created when the agent can't confidently proceed, or a shopper explicitly asks for a person. You'll receive an email alert with the escalation reason, an AI-generated summary, the full transcript, and identifiers (store and conversation IDs), so you're never left monitoring the dashboard just in case.
