Email support automation for Shopify stores
Connect your support inbox so IllumiChat can answer common emails automatically and draft replies for your team to review on the rest.
What the email integration does
Email is still where many Shopify support requests land first, especially longer or more detailed questions. The email integration connects your support inbox to IllumiChat, so incoming emails are read, matched against order and product data, and either answered automatically or drafted for your team to approve.
You control the boundary: simple, repeatable questions like order status or return policy can be fully automated, while anything more nuanced is queued as a draft reply or assigned to a teammate.
Example conversation
Customer (email): "I received the wrong size, how do I exchange it?"
IllumiChat: "Sorry about that! I’ve started an exchange for the correct size and emailed you a prepaid return label. It should arrive within 24 hours."
What IllumiChat can do over email
Order and shipping questions
Answer status, tracking, and delivery questions using live order data.
Returns and exchanges
Start a return or exchange automatically within the rules your team sets.
Product questions
Answer detailed product questions using your catalog and knowledge base.
Draft-and-review mode
Draft replies for your team to review and send instead of sending automatically, where you prefer.
Setup steps
Connect your support inbox
Forward or connect your existing support email address to IllumiChat.
Choose auto-send or draft mode
Decide which topics IllumiChat can reply to automatically versus draft for approval.
Start automating replies
Incoming emails are triaged and answered or drafted immediately.
Permissions, security, and limitations
IllumiChat only reads and replies to messages sent to the support address you connect — it does not access your team’s personal inboxes or other company email.
Automated sending is limited to the topics and rules you configure; anything outside those rules is routed to a human, and you can switch any topic from auto-send to draft-and-review mode at any time.
Email integration FAQ
Clear your support inbox faster
Connect your support email and let IllumiChat handle the repeatable questions.