How did Zelesta set up armincx?
Before the migration, a lot ran in parallel at Zelesta: Trengo as the helpdesk, an external AI plugin for draft messages, and a growing team holding both together. The plan was clear: one system that does it all. The migration itself was done in around six weeks. Two years of ticket history came along. No data loss.
Step 1: Connect channels and systems
WhatsApp and email were added as central channels in armincx. Alongside that: Shopify integration for real-time order data, a connection to the 3PL Monta for shipping information, Returnista as return software, Klaviyo for marketing sync, plus Amazon Seller and Trengo. From that moment, every agent sees at a glance what a customer ordered, how much they spent, and where their order currently stands.
Step 2: Train the AI
The AI Agent was trained on the Zelesta knowledge base and the Shopify product data. For WhatsApp, the rule is: the AI is the first line. It tries to solve every request either through a workflow or the knowledge base. With the Shopify sync, the AI Agent has access to product information no human agent can match. Product availability, order status, return requests: fully automatic.
Step 3: Set up workflows
The most important live flows: WISMO (where is my order, this one flow alone has run over 100,000 times), return requests routed straight to Returnista, product questions with a Shopify lookup, and smart escalation for edge cases. For email, a mixed mode runs: 35% go out fully automatic, for the remaining 65% the AI creates a draft that the agent adjusts with a few keywords and sends.
