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 assigned to new tickets in the inboxes you select. It answers chat and DMs right away and waits up to 3 minutes before it starts on an email. A reply from a teammate, or assigning the ticket to a teammate, takes the AI agent off that ticket.
Key Features
Require approval Not ready to let the AI agent respond on its own? Switch on Require approval before AI actions and your team reviews each reply and action before it goes out: Approve, Adjust or Handover. The setting applies to the whole AI agent, not to single inboxes. The safest way to get started.
AI drafts Not using the AI agent on an inbox? Commslayer can still prepare a suggested reply in the reply box for your team to edit and send. A draft is never sent by itself.
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, text snippets and custom guidances for specific support scenarios. Commslayer also auto-suggests saving knowledge when your team responds to AI handovers or edits AI drafts.
Multi-platform support Use it on email, the chat widget, Facebook and Instagram DMs, WhatsApp and Judge.me reviews.
Ask human agent When the AI gets stuck, it can pause and ask your team for input instead of handing over the entire conversation. The answer is saved to AI knowledge so the AI learns for next time.
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, in two ways. Start with Require approval before AI actions so the AI agent prepares each reply and waits for your team to approve it. Once you're confident, turn off approval and use "Restrict AI responses to enabled guidances only" so the AI agent only handles tickets that match an enabled guidance. This applies to email and social inboxes. Chat and WhatsApp are not restricted. It removes itself from everything else without sending the customer a message, and your team takes over.
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?
There are three ways:
- Upload the document in AI agent → Knowledge → Files. PDF, DOCX, CSV and TXT files up to 10 MB are accepted. Excel files are not: save them as CSV first.
- Copy it into help center articles. An article left as a draft is used by the AI agent and not shown to customers.
- Add text snippets for single topics, FAQs or policies.
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?
Yes. The AI agent can read images and PDFs that a customer attaches, up to 7 MB each. It can't read other attachments such as Word or Excel files and videos. For those it asks the customer to describe the content or send a photo. It only reads files attached to the message: a document the customer links to is not read.