AI Agent Overview

The AI agent is your automated support teammate. It uses your knowledge base to answer customer questions, manage conversations, and take actions — all without human intervention.

What the AI agent can do

• Answer customer questions using your knowledge base
• Assign conversations to the right agent or team
• Update customer profiles and contact information
• Trigger workflow automations
• Create tickets for complex issues
• Close resolved conversations
• Provide support outside business hours

How it works

When a customer sends a message, the AI agent analyzes the conversation context and your knowledge base to generate a relevant response. If the AI is confident in its answer, it replies automatically. If it is not confident, it escalates to a human agent while preserving the full conversation context.

Write-action verification

When the AI agent runs an integration action that changes data — for example, updating a shipping address or canceling an order — it inspects the response from the external system before telling the customer the change succeeded. If the returned data does not reflect the requested change, the AI raises the issue rather than falsely confirming success.

Rich Shopify context

For Shopify-connected workspaces, the AI has access to full order details — line items, fulfillment status, tracking numbers, shipping address, and customer info — so it can answer order-related questions without asking the customer to repeat what they already shared. It can also update partial shipping address fields and search products using full-text search.