> Resolve customer issues

# Answer routine questions with the order context already attached.

Burbuxa connects supported customer channels to your catalog, orders, shipping details, and shared inbox. It answers routine questions, resolves eligible returns and exchanges, and changes the whole order's address before shipment, with a clear handoff when a person is needed.

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The trial lasts 7 days. Included credits match your selected plan: 200 with Takeoff, 1,600 with Orbit, or 4,000 with Infinity. You select a plan during trial setup. A payment method is required, and the selected plan renews automatically after the trial unless you cancel.

You can pause the assistant by channel or conversation while the inbox stays available.

_The service gap_

## The answer often exists, but the conversation and store record are separated.

Teams lose time looking up orders, repeating questions, and reconstructing context after a handoff.

- Customers ask the same shipping and order questions across several channels.
- A useful answer depends on the correct store and customer record.
- Sensitive or unusual cases need a person, not a forced automated reply.

_Connected service_

## Let each part do the job it is good at.

The assistant handles allowed routine work; the inbox keeps the customer record and human handoff together.

### [Order Operations: returns and order changes](/en/returns-exchanges)

Resolve eligible returns and exchanges, and change the whole order's delivery address before shipment, with clear status and a checked final result.

### [CRM and shared inbox](/en/crm)

See conversations, contact details, order history, tickets, tags, and channel details in one view.

### [Sales and customer assistant](/en/agents/sales-cs)

Answer supported product, order, and shipping questions with merchant-defined instructions and channel controls.

### [Transactional automations](/en/automations)

Send selected order and delivery updates before the customer needs to ask.

_Example journey_

## From question to resolution or clean handoff

### 01 — The message reaches one inbox

The conversation is tied to its channel account and available customer record.

### 02 — The assistant checks permission and context

Channel schedules, pauses, conversation state, and store data decide whether it may reply.

### 03 — Routine questions get a grounded answer

The response uses available product, order, shipping, or store information.

### 04 — A person continues when needed

The team keeps the conversation history instead of asking the customer to repeat it.

## 17M+ messages processed across Burbuxa

More than 17 million messages have been processed across Burbuxa stores and channels.

- **17M+** messages processed

_Clear control_

## Your team decides when Burbujita answers and when a person steps in.

Burbuxa checks channel schedules, conversation pauses, and merchant takeover before each customer-facing reply.

- Turn the assistant off by customer channel.
- Set recurring hours and blackout dates by channel.
- Pause a conversation while a merchant handles it.

## Explore another customer job

- [Help shoppers buy](/en/sell-more)
- [Recover interrupted sales](/en/recover-sales)
- [Bring customers back](/en/customer-retention)
- [Build trust with reviews](/en/reviews)

## Frequently asked questions

### Which channels can the assistant answer?

The customer-facing assistant supports WhatsApp Business, Instagram, Facebook Messenger, and Email. Feature behavior can differ by channel.

### What happens outside the schedule?

A configured channel can stay silent or send the merchant's away message. The inbound conversation remains available for manual handling.

### Does a person lose context after taking over?

No. The shared inbox keeps the conversation with its contact and available commerce context.

## Give the next customer question its context.

Connect your store, choose the channels, and define when the assistant should answer or hand off.

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