Home AI agent How to setup the AI agent

How to setup the AI agent

Last updated on Aug 07, 2025

Enable Shopify permissions

If you installed Commslayer before August 2025, you must reauthorize your Shopify connection to grant order editing permissions.

  1. Navigate to Settings → Shops

  2. Click "Reauth" if displayed

  3. Complete Shopify authentication and confirm updated permissions

Customize agent settings

Configure the AI agent's identity and behavior through basic customization options.

Agent name

Most brands include "AI agent" in the name (e.g., "Awesome Brand's AI agent"). Some merchants, particularly dropshippers, use human names without AI disclosure. Your choice.

General rules (optional)

Define behavioral guidelines for the AI agent. Only add rules after thorough playground testing and guidance configuration.

Tone of voice (optional)

Specify communication style per channel (friendly, formal, brief, Gen Z, emoji-free). The agent defaults to channel-appropriate helpful tones. Change only if dissatisfied with default behavior.

Signature

Set email and direct message signatures. Useful for AI disclosure to customers.

Handover settings

Configure whether the AI agent transfers uncertain conversations to unassigned queue or specific human agents. Set the fallback message sent during handovers.

Enable the AI agent

Access AI agent settings from the left menu to select active inboxes.

Restrict to enabled intents

Critical setting that appears after inbox selection:

  • Disabled: AI agent handles all inbox tickets using available knowledge and guidance

  • Enabled: AI agent only responds to tickets with matching guidance, regardless of other available knowledge

This restriction helps gradual adoption by limiting responses to specific scenarios like order tracking or cancellation requests.

Operational details

  • Response delays: The AI agent includes randomized response delays for email and social media comments to appear natural and prevent customer frustration with instant replies.

  • Assignment behavior: The AI agent is automatically assigned to new tickets. Removing it stops responses to that conversation. If initially disabled for a conversation, the agent won't respond to existing messages until new customer messages arrive.