Store
Check tracking
Looks up the order in WooCommerce or Shopify and reads the latest tracking scan.
Access · Direct
Your AI agent checks the order, then fixes it in your store
Tools connect your AI agent to WooCommerce, Shopify, Stripe and your own systems. It can track a parcel, change an address or refund an order within your limit, and you choose which actions wait for a teammate’s approval.
7-day free trial · No card required
How it works
What happens when a request needs action
A skill says what to do. Tools are how Neo, ThriveDesk’s AI agent, does it: they read from and act in the systems your store runs on, with the access you set.
- 01
It picks the tool the request needs
Neo reads the request and the skill it’s following, then uses only the tools that fit. A tracking question needs the order and the tracking, and nothing else.
- 02
It acts directly or asks first
Tools set to Direct run right away. Tools that need approval wait for a teammate, and Neo tells the customer what happens next.
- 03
Every call goes in the log
The usage log shows each tool Neo used, in which conversation, what it sent and what came back.
Use cases
Six tools a store could start with
Each tool has a name, what it does and its access. Turn on the built-in ones, then connect your own.
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Store
Update shipping address
Changes the address on an order that hasn’t shipped yet.
Access · Direct
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Store
Cancel order
Cancels an order that hasn’t shipped, after a teammate says yes.
Access · Needs approval
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Payments
Refund order
Refunds through Stripe, within the limit you set.
Access · Needs approval
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Custom tool
Check warranty
Calls your own warranty API with the order number from the conversation.
Access · Direct
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MCP server
Book a call
Uses the tools of an MCP server you connect, like your booking app.
Access · Needs approval
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
What are tools in ThriveDesk?
Tools are the systems Neo, ThriveDesk’s AI agent, can read from and act in: your WooCommerce or Shopify store, Stripe, your help desk and anything you connect, like your own API or an MCP server. With a tool, Neo can look up an order and also change it.
How are tools different from skills?
A skill is the steps Neo follows for one kind of request. Tools are what those steps use. A refund skill, for example, uses the Look up order and Refund order tools.
Which tools come built in?
Look up order, Check tracking, Update shipping address and Cancel order for WooCommerce and Shopify, and Refund order for Stripe. Help desk tools let Neo search your help center, read past conversations, add a tag, assign a conversation to a team and hand it off to a teammate.
Can I connect my own systems?
Yes. Add a custom tool for your own API: give it a name, say when Neo should use it and describe the request. You can also connect an MCP server, and Neo can use the tools it offers.
Can a teammate approve before Neo acts?
Yes. Set any tool to Needs approval, and Neo waits until a teammate approves or declines it. Tools set to Direct run right away.
Is there a limit on refunds?
Yes. Neo refunds only within the limit you set.
Can I limit a tool to one brand or inbox?
Yes. Scope a tool to a brand, an inbox or a channel, and Neo uses it only there.
Can I see what Neo did with a tool?
Yes. The usage log lists each tool call with the conversation, what Neo sent and what came back.
Can I test a tool before it goes live?
Yes. Run a tool with sample input, like a real order number, and check the result before you turn it on.
Can I turn a tool off?
Yes. Each tool has its own switch, so you can turn one off without changing the others.
Where tools do the work
See all use cases-
Order & shipping support
Answer “Where’s my order?” and explain returns straight from your store data.
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Ticket resolver
Close routine tickets and hand the rest to your team with context.
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Automate support
Answer routine questions on email and chat, and pass the rest to your team.
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Escalation manager
Send each escalation to the team that owns the fix, with context attached.
