The workflow is the orchestrator.
Every run is a durable workflow, built in Rust on Temporal. State survives restarts, steps retry safely, and a review can wait as long as it needs to.
StateSet iCommerce Engine
Probabilistic reasoning.Deterministic execution.
The StateSet iCommerce Engine runs the work behind iCommerce CX. AI agents reason over each request and propose actions; durable workflows decide what commits, in what order, after policy, review, and freshness checks.
One run, two phases
ReasonThe agent
- Gather context from connected systems
- Apply brand policy and instructions
- Run bounded tool calls
- Draft, classify, and verify the result
CommitThe workflow
- Wait for human review when required
- Re-check current records for freshness
- Commit side effects through one write path
- Record the run, outcome, and billing signal
How it works
The model proposes. The workflow decides.
Actions wait until they are cleared.
The agent can propose a refund or a cancellation. Nothing changes until the run clears your policy, any required review, and a freshness check against current records. Policy checks can call the StateSet Decisions API for a proof-backed approve or deny.
How policy decisions work →One controlled write path.
Replies, deferred actions, tags, ticket status, and follow-ups commit through a single path, in a defined order, after the run has cleared its checks.
Every run leaves a record.
Run state, outcomes, and billing signals are recorded after execution. The outcome you pay for is the outcome you can inspect.
Workflows it runs today
The work after checkout, as durable workflows.
Response automation
Customer issues from intake to reply and action
Returns lifecycle
A multi-week return: label, shipment tracking, reminders, and refund on receipt
Warranty claims
Claims, product identification, and replacement orders
Subscription retention
A save flow when a subscriber asks to cancel
Payment recovery
A multi-day ladder across email, SMS, and an AI voice call
Delivery-exception callbacks
An AI voice call that settles reship or refund for a late, lost, or damaged order
Support follow-up
Follow-up calls and emails that wait durably for the customer
Cohort fan-out
One workflow run for every member of a segment, such as at-risk subscriptions
Long-running agents
Bounded agents that work for up to 24 hours, each in its own isolated sandbox
Today the engine runs iCommerce CX and its post-purchase workflows. iCommerce OMS, WMS, and TMS keep their own product runtimes, and engine workflows call them through their APIs. The Embedded iCommerce Runtime is a separate open-source project for your own applications.
For operators
Control what runs, and see what ran.
Policy sets and templates per brand
Each brand gets its own connectors, policies, and workflow templates in a multi-tenant control plane.
Dry runs
Run a workflow end to end against real tickets without writing anything back.
Review gates
Route chosen intents or actions to a person before anything commits.
Retries and a dead-letter queue
Failed dispatches retry automatically; operators can inspect, retry, or resolve what remains.
Mission Control
An operator dashboard for executions, outcomes, and configuration, with single sign-on and role-based access.
MCP server
Operations and configuration tools for AI assistants and internal agents.
StateSet Console
Desktop and mobile apps where your team chats with agents, approves waiting actions, and watches runs live.
Go deeper.
Long-running agents →
How bounded agents keep working for hours with budgets, checkpoints, and operator control.
Inspect a recorded execution →
Follow a real run from request to verified outcome.
See it in iCommerce CX →
How the engine completes customer issues across chat, voice, email, and helpdesk.
Build with the embedded runtime →
The separate open-source commerce runtime for your own applications.
StateSet Sandboxes →
The isolated cloud computers agents run in, with checkpoints and controlled network access.
StateSet Console →
Desktop and mobile apps where your team works with agents and approves their actions.