01
Customer request
A customer asks about a product, order, payment, shipment, return or auction.
Commerce
Connect customer conversations directly to commerce operations.
LIDH brings customer messages together with product, order and shipping data so routine questions can move forward without disconnecting your team from the conversation.
Shopify & live commerce dataOrders, payments & shippingHuman control for sensitive actions
Commerce operating flow
From a customer question to the right commerce action.
LIDH understands the request, retrieves approved commerce context and either continues the workflow safely or transfers the case to an employee.
02
LIDH Brain
The request is understood, the customer context is retained and the appropriate workflow is selected.
03
Commerce systems
Approved product, Shopify, order or operational data is retrieved according to the configured integration.
04
Action or employee
LIDH answers or prepares the next step. Sensitive, uncertain or approval-based cases move to an employee.
ShopifyProduct dataOrdersShippingAPI / Webhooks
Products and availability
Answer product questions using approved catalogue information and current connected commerce data instead of repeated manual lookups.
Auctions and bids
Structure auction enquiries and use current bid, status or closing information when an approved auction system has been connected.
Orders and payments
Identify the customer, retrieve controlled order context and answer supported status questions without exposing unrelated account data.
Shipping and tracking
Use available shipment and tracking information to explain the latest order state and route exceptional delivery requests correctly.
Returns and complaints
Collect the information required for a return or complaint before the case reaches an employee.
Human approval and escalation
Refunds, disputes, sensitive changes, high-value requests and uncertain cases can pause automation and move to a person with context attached.
Example workflow
A shipping question can become a complete operational case.
Instead of sending the customer between chat, the shop backend and an employee, LIDH keeps the conversation connected to the operational context.
Customer
“Where is my order, and can you change the delivery address?”
Human handoff
The employee receives the conversation and the collected order context instead of starting from zero.
- 1
Identify the relevant order and verify the customer when required.
- 2
Retrieve the current fulfillment and shipment state from the connected commerce source.
- 3
Answer the status question with the approved operational information.
- 4
If the order has already shipped, prepare the address-change case for an employee instead of promising an unsafe automatic change.
One conversation. Correct operational context.
Routine information is returned immediately while actions that require human approval remain under employee control.
Connected commerce stack
Use the systems you already operate.
LIDH does not replace your shop or backend. It connects customer conversations to approved systems and data sources.
Standard LIDH connections
- Existing Shopify store
- Website chat
- Facebook Messenger
- Email / Gmail
Custom after technical review
- Auction platforms
- ERP / OMS systems
- Courier and fulfillment systems
- Custom APIs and webhooks
Custom integrations depend on the third-party system, available API access, permissions, security requirements and the agreed implementation scope.
Operational control
Automation should know when not to act.
Commerce workflows can be configured so that information is automated while sensitive actions remain subject to business rules or employee approval.
- Customer verification before protected order information
- No automatic promise when required data is missing
- Employee handoff for disputes and complaints
- Approval path for sensitive order changes
- Conversation context stays attached to the case
- Custom rules for high-value or exceptional requests
Connect customer service with your commerce operations.
Tell us which channels, Shopify store or other commerce systems your team uses. We will review the workflow and recommend the appropriate LIDH package and integration scope.