Your AI Agent helps you convert more pre-sales conversations and automate common support queries across Live Chat, IG DMs, FB Messenger, and WhatsApp.
It can automatically reply to customers using your Shopify store data, your approved AI Knowledge Base, and recent conversation context. It is designed to answer common questions, guide shoppers, share relevant links, and escalate conversations to your team when a human should step in.
This guide explains what your AI Agent can do, what it cannot do yet, and when it will hand over to your team.
Quick summary
Your AI Agent can help customers with:
- Product questions
- Product recommendations and comparisons
- Order status before shipping
- Shipping and delivery updates after shipping
- Return, refund, and exchange policy questions
- Business information
- Payment and billing-related questions
- Questions shared through text, images, screenshots, voice notes, product names, or links
Your AI Agent cannot yet:
- Create orders
- Cancel or modify orders
- Issue refunds
- Start returns or exchanges
- Apply discounts or custom pricing
- Upsell or cross-sell products automatically
- Update Shopify orders
- Tag conversations
- Trigger workflows or automations
- Understand location-level inventory breakdowns
- Understand more than one Shopify market
- Read customer-uploaded documents, PDFs, or videos
When a question is outside its scope, your AI Agent escalates the conversation based on your handoff settings.
What your AI Agent can and can’t help with
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Key takeaway
Your AI Agent is best used for answering common product, order, shipping, policy, and payment questions automatically.
It can help customers choose products, check order status, understand policies, and get quick answers without waiting for your team.
It does not perform operational actions like creating orders, cancelling orders, issuing refunds, applying discounts, or making manual exceptions.
For those cases, AI Agent hands the conversation over to your team.
