Human Support Flow

Even the best AI sometimes needs a human touch. When Alcemi cannot answer a question — for example, when a customer asks about stock in a physical store or something outside the online catalog — it automatically initiates a human support handoff.

If Alcemi determines it doesn’t have the information needed to respond accurately, it will:

1. Politely inform the customer that a human will follow up.
2. Ask the customer to enter their email address (if they’re not logged in).
3. Once entered, confirm receipt and let them know a team member will reach out shortly.

If the customer is logged in, Alcemi automatically uses the associated Shopify account email instead of prompting for one.

Merchant Notification

When a handoff occurs, Alcemi immediately sends the merchant an email that includes:

• A summary of the conversation
• The chat history
• The customer’s question or issue
• The customer’s email address for direct response

The merchant can simply press Reply to that email to contact the customer directly — no need to open any dashboard or log in to Alcemi.

Store Contact Information

In addition to handling unanswered questions, Alcemi can provide your store’s contact details whenever a customer asks for them. This ensures customers can quickly reach you through official channels without waiting for a human follow-up.

If a customer asks for contact info (e.g., “What’s your customer service email?”), Alcemi retrieves the dedicated support contacts you have configured.

To update the information Alcemi uses:

1. Go to the Customization page in your Alcemi Admin Panel.
2. Scroll down to the Support contacts section.
3. Enter your dedicated Email and Phone number (optional).
4. Click Save — Alcemi will use these updated details instantly when customers ask how to reach you.