Use AI Agent to configure customer replies. Merchant Assistant behavior is managed separately by the platform.
Publish customer instructions
- Open AI Home → AI Agent.
- Start the instruction assistant. Describe your business, customer requests, handoff rules and communication style.
- Answer its questions about tone, length, emojis and dialect. Reply language follows the current message unless explicitly requested otherwise.
- Choose View instructions and review the full business background and customer instructions. Ask for changes as needed.
- Choose Publish these instructions → Publish now. A draft does not change live behavior.
- Use Test customer replies. These simulations send nothing to customers.
Closing the drawer preserves saved work. If a revision fails review, the saved draft stays intact; correct the listed omissions and retry. Nothing publishes automatically. Changed Knowledge or capabilities can require renewed review. Previous publications can be restored as drafts.
Add reliable Knowledge
- Add approved websites, PDFs, Word/Markdown files or manual text in AI Knowledge.
- Keep prices, policies and product facts current; remove conflicting sources.
- Test Arabic, English, follow-ups and questions that should trigger clarification or human help.
Choose who replies
- AI replies only: AI answers unclaimed messages; new content-triggered automation replies pause.
- Automations only: automations answer or route to the team.
- Both — automation priority: response-claiming automations run before AI.
Active human ownership and guided replies retain priority. For conversational handoffs, a customer must request a person or accept the specific offer; missing facts alone do not authorize transfer.
Platform admins can use AI retrieval settings. For personal preferences and approvals, see Merchant Assistant.
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