Set Up and Enable Your AI Agent

Use this guide to set up your AI Agent for the first time.

Your AI Agent can automatically respond to customer queries across supported channels using your AI Knowledge Base, Shopify product data, Shopify order data, business details, and AI Agent settings.

Before enabling it for customers, you’ll choose:

• Which support channel AI Agent should reply on
• Which types of questions AI Agent is allowed to answer
• What business details AI Agent should know
• What should happen when a human agent is needed
• What should happen when a customer does not respond after an AI reply

Quick setup checklist

Before turning on AI Agent, make sure you have completed these steps:

• Added useful FAQs to your AI Knowledge Base
• Added key policies such as shipping, returns, refunds, exchanges, payment methods, and COD, if applicable
• Synced Shopify products if you want AI Agent to answer product and pre-sales questions
• Added business details for your brand
• Configured handoff rules for conversations that need a human
• Configured no-response rules for conversations where the customer does not reply after an AI response
• Chosen the support channel where AI Agent should be enabled

AI Agent can be enabled without adding FAQs to the AI Knowledge Base, but it may not be very useful unless it has enough information to answer customer questions.

‍Click - How to Add FAQs to the AI Knowledge Base ‍

Step 1: Go to AI Agent Settings

1. Log in to your DelightChat dashboard.
2. From the left sidebar, go to AI Agent Settings.
3. Select the Support Channel where you want to set up AI Agent.

AI Agent settings are configured separately for each support channel.

For example, if you want AI Agent to reply on WhatsApp and Instagram DM, you need to configure and save settings for each channel separately.

Make sure you select the correct support channel before enabling and saving AI Agent settings.

Step 2: Enable AI Agent

Under Basic Settings, turn on Enable AI Agent.

AI Agent will start replying only after you click Save.

Once enabled and saved, AI Agent will respond to new incoming customer messages for the selected support channel, based on your configured settings.

AI Agent will not start replying to old open conversations immediately after enablement. It applies to new incoming messages after AI Agent has been enabled and saved.

Step 3: Sync product data, if required

If you want AI Agent to answer product questions or give pre-sales recommendations, sync your Shopify product data first.

Go to AI Product Settings and manually enable product sync.

Product data is needed for questions such as:

• “Is this available in size M?”
• “What is the price?”
• “Is this product in stock?”
• “Can you suggest something similar?”
• “What is the difference between these two products?”

Product and order data sync weekly after setup. You can also manually sync product data from AI Product Settings whenever required.

Step 4: Choose what AI Agent can handle

In the Scopes / Guardrails section, choose which types of questions AI Agent is allowed to answer.

If a scope is turned on, AI Agent can answer that type of question when it has enough information.

If a scope is turned off, AI Agent will escalate that type of question to your team.

For first-time setup, you can keep all scopes turned on if you want AI Agent to handle as many supported queries as possible.

Some requests may still be escalated even when a scope is turned on. For example, AI Agent can explain your return policy, but it cannot create a return or issue a refund. For more details, refer to the guide on what AI Agent can and can’t help with.

Step 5: Add business details

In the Business Details section, add the information AI Agent should know about your business.

This helps AI Agent answer general questions like:

• “Who are you?”
• “What does your brand sell?”
• “What kind of business is this?”
• “Are you an AI?”

Business Details explained

Tell More About Your Business

Add a short description of your business.

You can use this format:

We are a [category] brand that sells [products] for [type of customers]. We are known for [USP, product quality, service promise, or brand positioning].

Example:

We are a premium skincare brand that sells clean, dermatologist-tested skincare products for sensitive skin. We are known for gentle formulas, transparent ingredients, and easy routines for everyday use.

Keep this clear and factual. This is general directional context for AI Agent.

Name Your Bot

Enter the name of your AI Agent.

This name may be used when the customer asks identity-related questions such as:

• “Who are you?”
• “Are you an AI?”
• “What is your name?”

Example:

Delight AI

Fallback Language

Choose the language AI Agent should use when it cannot understand the customer’s language clearly.

AI Agent can usually detect and reply in the customer’s language. The fallback language is used when the customer’s language is unclear or cannot be confidently detected.

Step 6: Configure automatic transfer to a human agent

AI Agent can automatically hand over conversations when a human agent is needed.

This helps ensure customers are not stuck with AI when their request needs human judgment, manual action, or team follow-up.

Automatic transfer to a human agent

AI Agent will escalate when:

• The customer directly asks to speak to a human
• The customer asks for something AI Agent cannot do
• The customer’s query falls outside the enabled scopes
• The conversation requires manual action or human review

Examples of requests that usually need handoff include:

• Refund requests
• Return or exchange action requests
• Billing disputes
• Cancellation requests
• Address change requests
• Requests to speak to a human agent

Ticket assignment rule

Choose where the conversation should go when AI Agent hands it off.

You can assign escalated tickets to:

• A specific team member
• A team
• Unassigned

If you choose Unassigned, the conversation will be handed off without assigning it to a specific team member or team.

Handoff settings can be configured per support channel.

Escalation handoff message

Customize the message customers should see when AI Agent hands the conversation to a human.

Example:

I’ll connect you with our team to help with this.

If you leave this field empty, no handoff message will be sent to the customer.

Step 7: Configure no-response rules

The no-response rules decide what should happen when a customer does not reply after AI Agent sends a message.

This is required so AI-handled tickets do not stay open forever.

No-response rules explained

The rule applies only after the configured wait time is completed.

We recommend starting with a wait time of 30 minutes.

The minimum wait time is 5 minutes.

There are two scenarios to configure.

Scenario 1: AI Agent asked a clarifying question

This happens when AI Agent asked the customer for more information, but the customer did not respond within the selected wait time.

Example:

• AI Agent asks for the order number
• AI Agent asks for the phone number or email linked to the order
• AI Agent asks the customer to clarify which product they mean

In this case, the customer’s query may still need follow-up.

Recommended action:

• Assign the ticket to a team member or team
• Or keep it unassigned if your team reviews unassigned conversations regularly

Scenario 2: AI Agent resolved the customer’s query

This happens when AI Agent gave a complete answer and the customer did not send any further messages within the selected wait time.

Example:

• AI Agent answered a product question
• AI Agent shared a tracking link
• AI Agent explained a policy
• AI Agent answered a payment or COD question

Recommended action:

• Close the ticket

This helps keep your inbox clean and avoids leaving resolved AI conversations open unnecessarily.

If the customer replies later, the ticket will reopen.

Step 8: Save your settings

Once all settings are complete, click Save.

AI Agent will start replying to new incoming customer messages for the selected support channel after the settings are saved.

If you want AI Agent to work on more channels, repeat the setup for each support channel.

Recommended first-time setup

For most Shopify merchants setting up AI Agent for the first time, we recommend:

Before you finish

Check that:

• You selected the correct support channel
• AI Agent is enabled for that channel
• Shopify products are synced if product/pre-sales scopes are enabled
• The scopes/guardrails match what you want AI Agent to answer
• Business details are filled
• Handoff assignment is configured
• Handoff message is added, if you want customers to see one
• No-response rules are configured
• You clicked Save

Key takeaway

AI Agent setup is controlled at the support-channel level.

To set it up properly, choose the channel, enable AI Agent, sync product data if needed, turn on the scopes you want AI Agent to handle, add business details, configure human handoff, configure no-response rules, and save your settings.

Once saved, AI Agent will start responding to new incoming customer messages for that selected channel.