Two product brands, two website chats, one agent each answering from the Shopify catalogue

IC Intracom makes and sells networking and computer accessories under two brands: Intellinet Network Solutions (switches, PoE, cabling, racks, PDUs) and Manhattan Products (hubs, docks, stands, charging carts, cables). It has offices in Germany, Italy, Mexico, China, Taiwan and the United States. The US company, IC Intracom USA, Inc., is in Oldsmar, Florida, and runs a Shopify store for each brand.

Visit IC Intracom at icintracom.com →

The questions that come in on a networking store are specific: how far this PoE extender reaches, what weight does this laptop tray hold, does this switch have firmware, is there a TAA compliant version, can I get a quote for a thousand units. Answering them means finding the right product record and reading the spec sheet, and the person asking is often a reseller or an IT team with a deadline.

IC Intracom wanted a first answer on the store itself, from the catalogue, for both brands, with anything that needs a quote or a support engineer passed to the right inbox with the context already gathered.

IC Intracom connected both Shopify stores to eesel in May 2026 and set up one agent per brand. The Intellinet agent reads the Intellinet catalogue, the Manhattan agent the Manhattan one, and each has its own chat bubble and instructions. Together they read about 2,100 product records.

• Product questions are answered from the catalogue fields, including the spec, feature and download metafields, and only for products published on the store. TAA compliant products are identified by their tag and the collection page.
• Scope matches the question. No lecturing, no unasked-for background, no jokes, no competitor equivalents.
• Returns: the RMA form, with a reminder to have the invoice ready and that purchases made on Amazon within 30 days go back through Amazon.
• Business pricing: the dealer or business account sign up page. Legacy products: the brand's dedicated support site. Firmware: only managed switches and smart PDUs have it, and requests go to technical support to send by email.
• Handover: for a sales, order or technical question it collects the visitor's name and email, says the follow up may take up to three business days, and sends the transcript to the sales or technical support inbox. A visitor asking about an order is asked for the email the order was placed under first.
• The Intellinet chat has auto translation on, so a question in Spanish gets an answer in Spanish.

This is a small setup and it is early days. Between 8 August and 8 September 2026 the two agents handled 34 website chats, 23 on Intellinet and 11 on Manhattan, and ran 41 product lookups and about 20 knowledge searches in them. Three chats were handed to the team as tickets. The volume is modest; the point is that a reseller asking about a part number at 9pm gets the spec sheet answer without waiting for the office to open.