Zaapi — an AI-first omnichannel customer messaging platform. Zaapi is a software product that centralizes customer conversations from messaging apps and marketplace chat systems into a single workspace and provides tools to automate, route, and enrich those conversations with order and customer data. The product operates in the “Customer Messaging / Live Chat Software” and “Conversational Commerce” categories and is designed for eCommerce and retail teams that need to manage high chat volumes across multiple sales channels.
Typical capabilities and how they are used:
Unified Inbox: Aggregates messages from WhatsApp, Facebook, Instagram, LINE, Shopee, Lazada, TikTok Shop, Shopify, and website live chat so agents can read and reply from one interface.
AI Agent: Uses merchant-provided FAQs, help-center content, and historical chats to automate replies, triage intents, and escalate to humans when needed.
Flow Builder (no-code automation): Visual blocks for triggers, conditions, and actions to build routing, follow-ups, and multi-step customer journeys without programming.
Customer & Order Context (Shopify integration): Syncs Shopify customers, products, and orders in real time so agents can view order history, fulfillment and payment status, amount spent, and send product links directly in chat.
Team Collaboration & Operations: Assignments, internal notes, labels, saved filters, and performance analytics to coordinate multi-agent teams.
Common use cases:
Pre-purchase product Q&A and upsell recommendations using live product catalog lookup.
Post-purchase notifications and automation (order confirmations, shipping updates, review requests) delivered through customers’ preferred chat apps.
Automated order-status checks and refund updates that reduce manual agent work.
Lead qualification and CRM sync for handoffs to sales teams.
Product setup and scope notes:
Shopify connectivity requires admin-level permissions to install the Zaapi app; contacts are auto-linked by email/phone with options for manual linking or creating new Shopify customers within Zaapi. Multiple Shopify stores can be connected and mapped to distinct messaging channels to maintain brand-store consistency.
Target audience: Shopify merchants, D2C brands, marketplace sellers, and support teams that require omnichannel chat consolidation, automation, and real-time order context to scale customer service workflows.
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Zaapi CommunityLanguages Supported
English, Thai
Overview by
Rob Kealey
