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Aide is customer-support automation for online stores and the teams that answer their customers. It reads every incoming conversation, works out what the customer wants, and either answers it, prepares an answer for a teammate, or routes it to the right person.

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The parts of Aide

  • Aide AI Agent answers customers on chat, email, messaging and in your helpdesk, using your knowledge, your products and your order data. When it can’t answer, it says so and offers to bring in your team.
  • Aide Chat is the chat widget you add to your website or Shopify store. Customers can chat with the AI Agent or your team, browse help articles and send a contact form.
  • Aide Helpdesk is a shared inbox for chat, email, WhatsApp, Facebook Messenger and Instagram, with views, assignment, SLAs, reply templates and satisfaction surveys. Use it on its own or keep your existing helpdesk.
  • Copilot drafts replies for your teammates inside Aide, and inside Zendesk, Front and Gorgias.
  • Topics tag every conversation with what it is about, so automation and reports can use it.
  • Scenarios are rules that decide what Aide does in a given situation: answer, add a tag, apply a macro, assign, close and more.
  • Analytics shows how much Aide handled and resolved, how your knowledge is used and how customers rate you.

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Works with the tools you already use

Aide connects to Zendesk, Front, Gorgias and Gmail for conversations, to WhatsApp, Facebook Messenger and Instagram for messaging (see Connect WhatsApp, Messenger and Instagram), to Shopify for orders and products, and to Salesforce for customer details. If you already run a helpdesk, Aide works inside it; if you don’t, Aide Helpdesk gives you one. On Shopify, Aide also opens inside your Shopify admin, so you can install it, follow its setup and check how it’s doing without leaving Shopify (see Aide in your Shopify admin). Developers can use Aide’s public API and MCP server to read and manage conversations, knowledge and more from their own tools, and teams can use Aide inside Claude and ChatGPT. See API keys and webhooks and Connect Aide to Claude, ChatGPT and other AI tools.

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Where to start

Sign in to the Aide dashboard at my.aide.app. Most teams start by connecting their store, adding their help center as knowledge, and trying the AI Agent in its preview chat before switching it on for customers.