AI Agent Setup

Select the persona your customers will interact with. Currently, you can choose from four default names to establish a consistent identity that best matches your brand's tone.

Define a primary language for your AI agent. Naturally, the AI will auto-detect and mirror the customer's language. Setting a specific language here forces the AI to respond primarily using that language.

Introduce a buffer time before the AI sends its response. Use this to simulate a more natural, human-like typing pace, or configure it to align tightly with your specific ticket Service Level Agreements (SLAs) and operational workflows.

Because every e-commerce store is unique, this page allows you to set store-specific rules and approval thresholds that go beyond standard platform settings. Use this to give the AI specific instructions or workflow, such as checking specific payment or fulfillment statuses before offering a refund or exchange.

Dictate the AI's level of autonomy. You can allow the AI to send Direct Replies to customers immediately, or require it to generate Draft Responses that a human agent must review, approve, and send.

Set a strict financial threshold for automated replies. If an order's total value exceeds this defined amount, the AI will automatically suppress direct replies and require human approval even for simple, low-risk inquiries like order tracking.

Note: Disabled while approval mode is active.

Acts as a hard stop for AI generation. Toggling this on completely prevents the AI from creating draft responses for human review, even when the AI is uncertain about the resolution. No drafts will be created for any conversation.

Typical delivery time the AI quotes to customers.

Orders taking longer than this are treated as delayed. The AI will adjust its response for WISMO inquiries.

Automatically rejects "wrong item" claims from customer photos. Turn this on if you trust your warehouse to always ship the correct SKU.

The AI sends this official product link to the customer to help prove they received the correct item.

Send customers to your own custom tracking page instead of a generic carrier site. Just add {number} where the tracking ID belongs (e.g., yourstore.com/track?id={number}).

If a package is marked "Delivered" but the customer says it is missing, the AI will require a carrier photo or signature before offering a refund or replacement.

The AI will catch bad addresses (like a missing apartment number) and ask the customer to fix it before the order ships.

Enable to give the AI a specific code (like SORRY10) to offer upset customers or apologize for delays, helping save the relationship.

Automatically resolve and close conversations when a customer stops responding to keep your inbox organized.

Choose exactly how many days the AI should wait for a customer's reply before automatically closing the ticket.