The AI agent should be enabled gradually and with careful monitoring. What we recommend is to start with a 1-3 well-tested intents, and expand only once you’ve verified that everything works as expected.
Avoid letting the AI handle everything in your inbox from the start.
1. Restrict responses to enabled intents only
Use the "Restrict to enabled intents" setting to control which requests the AI agent can respond to:
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When checked: The agent will only respond to requests that match the enabled intents
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When unchecked: The agent may attempt to answer any incoming message, even if no instructions exist. This can lead to unexpected or incorrect replies.
Check that you've this checkbox selected and max. 1-3 well-tested intents enabled when starting out, and only add more once you those work as expected.
You can enable and disable intents from the Intent rules section:
2. Only enable intents that have been tested in the Playground
Before enabling the AI agent and any intents, test it thoroughly in the Playground using real customer conversations.
Use the Replay feature to see how the AI responds to specific tickets. This allows you to confirm that it behaves as expected before going live.
The AI model cannot guess what you want it to say—it will only follow the instructions you provide.
Start small with simple intents. Monitor performance for a few days before expanding to more complex use cases.
3. Use a clear AI agent name and signature
We recommend configuring the agent’s name and signature to make it obvious that responses are coming from an AI, not a human.
This helps set expectations for your customers and reduces confusion if the AI responds incorrectly. It also encourages customers to ask for human help when needed.
4. Disable business hours and auto-reply automations
Before enabling the AI agent, make sure to turn off any business hours settings and “Send message” automations (such as auto-replies).
These features can trigger unnecessary messages and confuse customers when used alongside the AI agent.
Good to know
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Complex multi-step instructions are not yet fully supported. Improvements are coming soon.
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Shopify actions, such as changing customer addresses or cancelling an order, don't work reliably yet. Improvements coming in the same update!