AI agent overview

The AI agent answers customers on its own: from your knowledge base, the store catalog and the style you set. What it can't solve, it hands to an operator. The AI section in the top navigation is its control room.

Enabling

AI → Configuration:

• Status — the master switch: does the AI talk to customers at all.
• When it answers — “Always” or “When offline” (while the team is online the AI stays silent and only steps in when nobody's around).
• Channels — where the AI works, enabled per channel. It never answers in the email channel — mail stays with operators.

The agent's personality

Same page: agent name, business name (how the AI calls your company), tone, default language and the project description — a couple of paragraphs about what you do. Fine-grained style lives in the Communication style tab.

What the AI knows

Answers are built from the knowledge base: the Shopify catalog and policies, your pages by URL, Q&A pairs, documents. How to fill it — in the dedicated article. While the base is empty, enabling the agent is pointless: it has nothing to answer from.

First setup in 4 steps

1. Fill the knowledge base and let it index.
2. Test the bot in the Playground — a test chat customers never see.
3. Turn on Status and pick channels (start with the widget).
4. For the first week, check Dislikes review and Knowledge gaps — they show what the bot is missing.

The conversation quota

Plans meter AI conversations: a dialog where the AI replied at least once spends 1 from the monthly quota. When it runs out the AI goes quiet until next month (operators work as usual). The remainder is visible in AI → Home and in Configuration; extra packs can be purchased — they last until the end of the current month.