Support in the app they already use.
WhatsApp conversations, handled in the same inbox.
Fall 2026 release
Close sales in the DM. Clear the rest.
Kylix answers Instagram, WhatsApp, email (Pro plan only) and chat in your voice, sells inside the DM, and leaves you an empty inbox.
Replies while they're still scrolling.
Answer product questions and send a checkout link inside the DM.
A first answer in seconds.
Website chat that knows your catalog, orders and policies.
Email, answered on its own.
Order questions and returns resolved before you open your laptop.
Instagram comment to DM Reply to a comment and move the buyer into the DM.Coming soon
Hi, where is my order? It was supposed to arrive yesterday.
Hi Ana, I just checked. Order #4821 shipped Monday and is out for delivery today, due by 6 PM. Track it here: carrier.example/track/4821
perfect, I'll keep an eye out
Great. If anything changes I'll message you here.
thank you!!
Hi team, I moved last week and only noticed the order still has my old address on it. The new one is 18 Elm Street, Unit 4, Dallas, TX 75201, and I would love it to go there instead. Also, I was charged twice for shipping, so could you take a look at that too? Thanks so much for your help and sorry for the hassle, Jordan
Kylix drafted a reply · 4s
Hi Jordan, thanks for the details. Order #4821 hasn't shipped yet, so I've updated the address to 18 Elm Street, Unit 4, Dallas, TX 75201. I'll look into the double shipping charge and confirm by email today.
Tone and personality
Your voice, with a personality.
Slide from buttoned-up to warm, then add up to two personality traits. Kylix rewrites the same answer in your brand's words.
My package says delivered but it's not here.
Kylix · FriendlyOh no, sorry about that! I've started a trace with the carrier, and if it hasn't turned up in 48 hours I'll get a replacement moving.Oh no, sorry about that! I've started a trace with the carrier, and if it hasn't turned up in 48 hours I'll get a replacement moving.
Tone
Personality pick up to two
Same answer. Same policy. Your personality.
Skills
Teach Kylix a move in two steps.
Pick two actions, drop them in order. The next time a customer asks, Kylix does both.
Actions
When a customer asks for help, Kylix will
Drop an action here
Drop an action here
Drag, or tap an action to add it.
I'm away next month. Can you sort my order out?
KylixFill both steps to see the reply.
More like this
From a list of links to a shelf of picks.
Instead of pasting URLs, Kylix shows the right products in the thread, ready to add to cart.
Anything else like the magnesium gummies?
Chat botHere are some links: lumenleaf.shop/collections/sleep, lumenleaf.shop/collections/calm, lumenleaf.shop/collections/all. Let me know if you need anything else.
Guardrails and handoff
It knows when to stop and hand over.
You decide what Kylix may promise and when a person steps in. Handed-over chats are never closed automatically.
- A list of things it must never claim
- Escalation triggers you pick in Knowledge
- A discount ceiling, and when a discount may be offered
Kylix tells the customer
It says the conversation has gone to your team and when to expect a reply.
It lands in your Inbox
Marked Needs you, with the full conversation and the customer's details.
Your team replies on the same channel
Kylix pauses while you talk.
A person resolves it
Hand the chat back to Kylix, which closes it. Nothing is auto-resolved.
Learns your brand every day
Proposed by Kylix. Approved by you.
Kylix notices store rules, writing style and facts in your conversations and proposes them. Nothing changes until you approve it.
- Approve, edit or reject each learning
- Approved learnings apply to every channel from the next message
- The dashboard tracks resolution rate and tokens per resolved conversation since the first learning
FAQ
Questions about the agent.
Does Kylix make things up?
It answers from your products, policies and documents. When it cannot answer, it says so and either hands over or logs the question in Insights so you can teach it once.
Can it change orders on its own?
Only the actions you switch on: cancel within a window you choose, change address, request a return, pause a subscription. Each needs Shopify permission and is off until you enable it.
What does a customer see when a person is needed?
Kylix says it has passed the conversation to your team and when to expect a reply. Your team answers on the same channel from the Inbox.
Which plan do I need?
DM selling, with a discount code and checkout link, is part of the AI Sales add-on, which you can add to any plan. Campaigns such as reorder reminders and partner codes are part of the same add-on. WhatsApp, Instagram DMs and website chat are on every plan, and email is on Pro. See Pricing for the full list.
Does it get better over time?
Yes. Kylix proposes what it learned from your conversations. You approve, edit or reject each one, and approved learnings apply to every channel from the next message.
Try Kylix, on us.
14-day free trial on every plan.