AI Agent overview
The AI Agent is customized around your store. It uses your products, policies, brand voice, and workflows to answer pre-sale and post-sale questions, help shoppers buy, and resolve routine requests around the clock.
When a request is too complex, sensitive, or outside its permissions, the AI Agent hands the conversation to a human agent with customer details, order information, conversation history, and a summary.
What the AI Agent can do
- Answer product and policy questions
- Track orders and share delivery updates
- Recommend products and help shoppers complete purchases
- Handle returns and routine requests when permissions allow
- Suggest replies for human agents
- Escalate with full context
Related articles
Customize tone, knowledge, and permissions
Configure how your AI Agent sounds, what it knows, and which actions it may take.
Human handoff explained
See what happens when the AI Agent cannot resolve a request and your team takes over.
AI Agent workflows
Shape how the AI greets shoppers, collects details, and moves toward resolution or escalation.
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