What is the AI Agent?
The AI Agent is an autonomous support bot that handles customer tickets without human intervention. Built specifically for Shopify stores, it manages common support tasks that plague e-commerce stores. You can customize its tone, leverage your store data, and provide specific instructions for handling tickets.
When enabled, the AI Agent is automatically assigned to new tickets and responds immediately unless configured otherwise. Human agents can remove the AI Agent from any conversation as needed.
Key Features
Playground Test the AI Agent safely by simulating conversations using your actual Shopify customer data.
Shopify Actions The agent performs essential e-commerce tasks:
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Order tracking and shipping updates
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Address modifications
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Order cancellations
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Item replacements (size, color changes)
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Order tagging
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Standard helpdesk functions (ticket assignment, private notes)
Knowledge & Guidance Train the agent using your store's products, store pages, help articles, canned responses, saved training responses and custom guidances for specific support scenarios.
Multi-Platform Support Deploy across email, live chat, direct messages, and social media comments.
Common Questions
How do I prevent hallucinations?
The agent is programmed to handover tickets when uncertain about available knowledge or guidance. The most effective prevention method is rigorous testing in the Playground using your historical tickets. Users who thoroughly test against old tickets see the best results.
Can I limit which tickets the agent handles?
Yes. Configure the AI Agent to respond only to tickets with specific guidance in the settings. This approach helps you gradually adopt the technology while maintaining control over ticket handling.
What model powers the agent?
We use multiple providers with proprietary technology for testing, evaluation, and tool execution. Our agent reliably follows complex, multi-step processes without the $1-per-ticket costs charged by other platforms.
How do I add custom documents to the knowledge base?
Copy your documentation into help center articles and leave them in draft status. Control which articles the AI Agent accesses through Knowledge settings.
Alternatively, use AI training responses in Knowledge settings to add question-and-answer pairs directly. PDF and spreadsheet uploads are not currently supported.
Does the agent work with multiple stores?
The AI Agent functions across all stores connected to your account, but shares knowledge between them. For separate brands, use distinct Commslayer accounts (easily switchable via the top-left dropdown menu).
Can the agent process customer images?
Image processing is not currently available but is planned for future release.