Templates · Customer Service
E-Commerce Support Bot Template
Handle order tracking, returns, shipping, and product questions.
- Best for
- Online stores
- Estimated setup
- 15 minutes
- You fill in
- Store Name, Shipping Policy, Return Policy, Support Email, Order Tracking URL
The conversation, step by step
These are the messages and questions in the template as it comes. Words in brackets are filled in from your business details or from the visitor's earlier answers. A visitor sees only the steps that match the buttons they choose, and you can change any wording, add steps or remove them in the flow builder.
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Hi! 👋 Welcome to [Store Name] support!
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How can I help?
- 📦 Track order
- 🔄 Returns
- 🚚 Shipping info
- ❓ Product question
- 💬 Talk to human
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Track your order here:
[Order Tracking URL]
You'll need your order number from your confirmation email.
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Did that help?
- Yes!
- Can't find order #
- Back to menu
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Check your email (including spam) for your order confirmation.
Still can't find it? Email [Support Email] with your name and we'll look it up!
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🔄 Return Policy:
[Return Policy]
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Need to start a return?
- Yes
- No, just checking
- Back to menu
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What's your order number?
The visitor types a reply.
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Reason for return?
- Wrong size
- Damaged
- Not as described
- Changed mind
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Your email for return instructions?
The visitor types an email address.
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The visitor is saved as a lead, tagged:
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Return request received for order #[visitor's order number]!
Instructions coming to [visitor's customer email] within 24 hours.
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🚚 Shipping Info:
[Shipping Policy]
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What's your question?
The visitor types a reply.
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For product questions, our team can help best. Email [Support Email] and we'll respond within 24 hours!
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Email [Support Email] and a team member will respond within 24 hours.
Or reply here and we'll get back to you!
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Anything else?
- Yes, back to menu
- No, thanks!
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Thanks for shopping with [Store Name]! 😊
What you get with each lead
Every lead this template collects appears in your Alma leads inbox with the answers the visitor gave and these tags, so you can sort and follow up: return_request. Alma emails you when a new lead arrives. On the Growth plan and up you can also send leads to other software through Zapier, and the Agency plan adds webhooks.
Questions your flow does not cover
A template answers the paths it was built for. To answer other questions in the visitor's own words, add AI answering for $25 a month: it replies from business information you provide as text, which the Alma team loads into your bot. The article on how a knowledge base chatbot works explains what to write.