AI Agent

Automate with AI Agent

To let your AI Agent start automating emails with personalized, accurate responses, you need to create: 

  • Guidance to instruct your AI Agent on how to behave
  • Actions to let your AI Agent make updates in Shopify and other tools

Don’t worry — we’ve made this easy with the help of templates and pre-built integrations. 

Create Guidance to set up your AI Agent for success

Guidance is the main way to control the AI Agent’s behavior. Guidance outlines exactly how the AI Agent should interact with customers, resolve requests, and much more. Think of Guidance like the handbook for AI Agent; it should include all the training and instructions you would share with your human agent. 

Here’s an example of a Guidance:

AI Agent will prioritize Guidance above Help Center articles. And unlike Help Center articles, the content in your Guidance will not be customer-facing. 

Help Center articles should contain your brand’s basic knowledge (like return policies) whereas the Guidance contains your support policies (like the process to follow when a customer requests a return). 

We recommend publishing a Guidance on the five most common questions you receive from customers. To make it easy, we created templates for the most common types of support issues for ecommerce brands. 

 Learn more about creating a Guidance

Create Actions to perform full resolutions instantly

Actions enable AI Agent to perform tasks with your third-party apps. They are necessary to enable your Agent to completely resolve issues. Without Actions, AI Agent would just be an FAQ bot — Actions make it a fully capable team member. 

To start, Actions include: 

  • Cancel order (Shopify)
  • Edit shipping address (Shopify)
  • Refund order (Shopify)
  • Skip next subscription (Recharge)
  • Cancel subscription (Recharge)
  • Send return shipping status (Loop Returns)
  • Send return portal link (Loop Returns)
  • Custom actions (any 3rd-party app)

When setting up Actions, you can include conditions to control exactly when the Action can be performed. You can create a wide variety of conditions, including the order amount, date placed, order status, and much more. 

Here’s an example: Imagine a shopper places an order on a Saturday evening and immediately sends an email asking to change the shipping address. The change needs to be made before fulfillment, but your support team is offline for the weekend. Fortunately, your AI Agent can perform this Action. 

In the image above, you can see that the conditions for this Action is that the order has not yet been fulfilled and must have been placed within the last day. Since the request was made immediately after the order was placed, the conditions are met and the Action can be performed. 

Great news: Our imaginary shopper’s order is getting delivered to the right address thanks to AI Agent!

Building delightful customer interactions starts in your inbox

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Frequently Asked Questions