E-commerce
July 1, 2026
The customer reopens the widget: blank screen, no thread, forced to explain everything again. Result: abandonment or chatint_session_lost ticket.
An e-commerce conversation resumption AI chatbot detects the return, offers to continue, summarizes the last step, and displays a reference, without forcing a restart or tiring the customer with redundant questions.
This guide #882 covers intents bot_resume_*, flow RESUMEbot RSB-1 to RSB-8, and KPI resume_bot. Bot pair of the playbook CHATINT (#881). Use case: conversational continuity on the widget side.
Summary
Why offer recovery before restarting?
Without session detection, the bot treats each opening as a new visitor. The customer repeats the order, subject, and details already provided. OFFER-RESUME-BOT reduces friction and tickets #881.
What widget resumption solves
Return detection: cookie email id session map
Continuous offer: resume_offer_copy choice to resume or start new
Context summary: summary_copy last step without rereading everything
Visible reference: reference_copy id conversation map
Fewer tickets: drop in chatint_session_lost chatint_resume_request
DTC retail example
DTC fashion, OFFER-RESUME active. resume_bot_chatint_deflect +36%, return widget abandonment -28% over 5 weeks.
RESUMEbot #882 vs CHATINT #881, CONTEXT #155, HANDOFF #12 and CHATRT #877
Five continuity contents, five distinct roles.
Quick matrix
#882 RESUMEbot : widget detect offer summarize resume conversation
CHATINT #881 : agents manage tickets interruption CI-5
CONTEXT #155 : context transfer handoff human agent
HANDOFF #12 : escalation rules bot to human
CHATRT #877 : latency timeout distinct session loss
CHATMIS #879 : misunderstanding NLP distinct continuity
Pipeline : #882 widget prevent loss → #881 agents if ticket despite everything → #155 handoff with thread.
Which bot_resume_* intents should be configured?
Eight continuity intents mapped to chatint_* typologies #881.
Eight bot_resume intents
bot_resume_detect: previous session detection map
bot_resume_offer: resume_offer_copy resume or new map
bot_resume_summary: summary_copy context of the last step map
bot_resume_reference: reference_copy conversation id map
bot_resume_expired: expired_copy session too old map
bot_resume_cross_device: sync if client is authenticated map
bot_resume_fresh_start: fresh_start_copy new thread without guilt map
bot_resume_handoff_persist: persists context for handoff #155 map
Each intent logs resume_event for KPI correlation #881 chatint_.
How do I use CHATINT-MAP #881?
The bot reads CHATINT-MAP #881 + session fields: session_ttl_min, reference_format, summary_max_chars, cross_device_enabled, transcript_retention_days.
Conversation resumption guardrails
OFFER-RESUME-BOT: resume_offer if session < ttl and transcript exists
NO-FORCE-RESTART-BOT: never clear thread without customer choice
SUMMARY-BEFORE-CONTINUE-BOT: summary_copy before active resumption
REFERENCE-VISIBLE-BOT: reference_copy displayed upon opening if session is active
SESSION-PERSIST-BOT: cookie persistence + stable backend id
CROSS-DEVICE-IF-AUTH-BOT: cross_device if authenticated email matches
HANDOFF-CONTEXT-PERSIST-BOT: handoff_persist to #155 CONTEXT
RESUMEBOT-SUP policy in six rules
Six rules for responsible continuity.
OFFER-RESUME-BOT: offer to resume if the session is recoverable
NO-FORCE-RESTART-BOT: explicit choice to resume or start a new thread
SUMMARY-BEFORE-CONTINUE-BOT: summarize before continuing the after-sales service flow
REFERENCE-VISIBLE-BOT: chat reference visible for support #881
EXPIRED-GRACEFUL-BOT: honest expired_copy if ttl is exceeded
HANDOFF-CONTEXT-PERSIST-BOT: transcript attached to each handoff #12
Flow RESUMEbot RSB-1 to RSB-8
Eight-step flow: widget opening, resumption detection, continuation, or handoff.
RSB-1 Open widget: bot_resume_detect cookie email session_id
RSB-2 Session check: transcript exists? ttl OK? otherwise fresh_start
RSB-3 Offer resume: OFFER-RESUME resume_offer_copy + reference_copy
RSB-4 Client choice: resume → RSB-5; new → fresh_start_copy
RSB-5 Summary: SUMMARY-BEFORE-CONTINUE summary_copy map
RSB-6 Continue flow: resume customer service intent without re-asking for known info
RSB-7 Handoff if needed: handoff_persist + #12 HANDOFF
RSB-8 Log: resume_accepted reference_shown chatint_deflect handoff_persisted
Example TPL-RESUMEbot-OFFER
“ [resume_offer_copy map.] Last step: [summary_copy map.] Ref.: [reference_copy map.] ”
TPL-RESUMEbot and touchpoints templates
Four short continuity embed templates.
TPL-RESUMEbot-OFFER
[resume_offer_copy map.] [reference_copy map.] OFFER-RESUME-BOT.
TPL-RESUMEbot-SUMMARY
[summary_copy map.] SUMMARY-BEFORE-CONTINUE-BOT. Then continue flow.
TPL-RESUMEbot-EXPIRED
[expired_copy map.] [fresh_start_copy map.] EXPIRED-GRACEFUL-BOT.
TPL-RESUMEbot-CROSS-DEVICE
[cross_device_copy map.] CROSS-DEVICE-IF-AUTH-BOT if email connected.
Touchpoints
Widget opening: detect + offer if session active
Return after closing tab: offer + summary if ttl OK
Expired session: expired + fresh_start without blame
Human handoff: handoff_persist transcript #155
Edge cases and reroutes
Five edge cases (outside standard flow).
Anonymous client without cookie: fresh_start + cross_device login tip
Corrupted or empty transcript: expired_copy + no misleading offer
Radical topic change: fresh_start suggested even if session is active
Handoff without persistence: reroute #155 CONTEXT ops fix
Ticket #881 despite resume: reference_copy aligned with CHATINT-LOOKUP agents
Essential resume_bot KPIs
Five RESUMEbot monitoring metrics and correlation #881.
resume_bot_accept_rate: % feedbacks with accepted resumption
resume_bot_chatint_deflect: feedbacks resolved without a chatint_ ticket
resume_bot_reference_shown_rate: % openings with reference_copy
resume_bot_handoff_persist_rate: handoffs with attached transcript
resume_bot_abandon_after_expired: % closure after expired_copy
Target: chatint_deflect on the rise and handoff_persist_rate close to 100%.
RESUMEbot anti-patterns
Five common conversation continuity errors.
Empty widget without offer: OFFER-RESUME mandatory if session exists
Forcing restart: NO-FORCE-RESTART explicit customer choice
Asking all questions again: SUMMARY-BEFORE-CONTINUE + skip known fields
No reference: REFERENCE-VISIBLE for support #881
Wireless handoff: HANDOFF-CONTEXT-PERSIST to #155
RESUMEbot with Qstomy
Qstomy on Shopify: session persist, CHATINT-MAP sync ttl reference, OFFER-RESUME embed, handoff_persist #155, KPI resume_bot dashboard.
Scenario: retail DTC, 40% widget returns without resumption. OFFER-RESUME + summary. resume_bot_chatint_deflect +36%, chatint_ tickets -31% in 5 weeks.
Explore AI support and request a demo.
Checklist, FAQ and going further
RESUMEbot Checklist (8 steps)
Sync CHATINT-MAP #881: ttl reference retention transcript
Policy RESUMEBOT-SUP: 6 rules OFFER-RESUME NO-FORCE-RESTART SUMMARY
8 intents bot_resume_*: flow RSB-1 to RSB-8
4 templates TPL-RESUMEbot-*: OFFER SUMMARY EXPIRED CROSS-DEVICE
session_ttl configured: e.g. 24 h inactivity aligned #881 PREVENT-TIP
CONTEXT link #155: handoff_persist transcript agent
Red team feedback: close tab reopen offer summary test
Dashboard KPI: resume_bot_* section 9 + delta chatint_
FAQ
Difference #881?
#881 = agents processing interruption tickets. #882 = widget suggesting automatic resumption.
Difference #155?
#882 = resumption on bot side. #155 = context transmission at agent handoff.
How long is the session?
session_ttl registry #881. expired_copy honest if exceeded.
Client refuses resumption?
fresh_start_copy NO-FORCE-RESTART without guilt-tripping.
Going further
Timeout delay (#877)
This week: activate OFFER-RESUME ttl threshold 24 h, test summary before continue, sync reference format #881 LOOKUP, measure resume_bot_chatint_deflect.
Enzo
July 1, 2026
