Using the AI Customer Support Agent
The AI Customer Support Agent helps answer common customer questions quickly and consistently.
It uses the information and policies available in your StoreEngine account to prepare or deliver helpful responses.
Questions It Can Help Answer
The agent may assist with questions about:
- Order status
- Shipping and delivery
- Product information
- Sizing or compatibility
- Returns and exchanges
- Store policies
- Frequently asked questions
Keep Your Policies Updated
Accurate responses depend on accurate business information.
Review your:
- Shipping timeframes
- Return window
- Refund policy
- Contact information
- Product specifications
- Warranty information
- International shipping rules
Update this information whenever your policies change.
When a Question Needs Your Attention
Some situations should be reviewed by you or a member of your team, including:
- Refund exceptions
- Chargebacks
- Threats or abusive messages
- Legal complaints
- Safety concerns
- Requests outside your published policies
- Questions that require information the agent cannot access
Reviewing Responses
Check that the response:
- Directly answers the question
- Uses a helpful and respectful tone
- Does not promise something outside your policy
- Includes accurate order or product information
- Clearly explains any next step
Protecting Customer Information
Never place passwords, full payment-card numbers, or other unnecessary sensitive information in agent instructions.
Related articles:
- Managing AI Agent Permissions and Automation
- Giving Your AI Agents Better Business Instructions