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AI Configuration

What is AI Configuration?

AI Configuration lets you enable AI-generated answers for customer questions. The AI analyzes product information and customer questions to provide instant answers.

Availability

Available on the Ultra plan only. Free and Pro plans cannot use AI features.

AI Settings

Where to find settings

  1. Go to Settings in the app admin
  2. Find the AI Answer Generation section
  3. Configure your preferences
  4. Click Save Settings

Settings overview

1. Enable AI-generated answers

  • Master switch for AI functionality
  • When ON: AI can generate answers
  • When OFF: AI is disabled
  • Default: OFF

2. Enable AI in the storefront widget

  • Controls whether customers see AI features
  • When ON: Customers see AI-first workflow
  • When OFF: Customers see standard form (even if AI is enabled for admins)
  • Requires “Enable AI-generated answers” to be ON
  • Default: OFF

3. Response Language

  • Language for AI-generated responses
  • Options:
  • English
  • Spanish
  • French
  • German
  • Same as customer’s question (auto)
  • Default: English

4. Custom Instructions for AI

  • Additional context for the AI
  • Examples: store policies, product-specific details, tone guidelines
  • Optional field
  • Can be left blank

How AI Works

Customer workflow

  1. Customer asks a question on a product page
  2. Customer clicks “Ask with AI” (if enabled)
  3. AI analyzes:
  • Customer’s question
  • Product information (title, description, options, variants)
  • Store context (if available)
  • Custom instructions
  1. AI generates an answer
  2. Customer sees the answer
  3. Customer can:
  • Vote if helpful/not helpful
  • Ask a human expert
  • Submit question to store

Information sent to AI

  • Customer question
  • Product title
  • Product description
  • Product options and variants
  • Store context (if available)
  • Custom instructions
  • Response language preference
  • Plan information

Best Practices

1. Custom instructions

  • Include store policies
  • Add product-specific guidelines
  • Specify tone (professional, friendly, etc.)
  • Include return/exchange policies if relevant
  • Add shipping information if needed

2. Language selection

  • Use “Same as customer’s question” for multilingual stores
  • Choose a specific language for consistency
  • Match your store’s primary language

3. Testing

  • Test with various question types
  • Review AI responses
  • Adjust custom instructions as needed
  • Monitor AI logs for quality

4. Gradual rollout

  • Enable for admins first
  • Test in storefront widget
  • Monitor customer feedback
  • Adjust settings based on results

5. Quality control

  • Review AI logs regularly
  • Provide feedback on answers
  • Update custom instructions based on patterns
  • Monitor customer voting

Frequently Asked Questions

How do I enable AI?

Enable “Enable AI-generated answers” in Settings → AI Answer Generation, then enable “Enable AI in the storefront widget” if you want customers to use it.

What if AI can’t answer a question?

The AI will indicate it couldn’t find enough information, and customers can ask a human expert or submit the question normally.

Can I use AI only for admins?

Yes. Enable “Enable AI-generated answers” but keep “Enable AI in the storefront widget” OFF. Admins can use AI, but customers won’t see it.

What languages are supported?

English, Spanish, French, German, or auto-detect based on the customer’s question.

How do custom instructions work?

They provide additional context to the AI. Include store policies, tone preferences, product details, or any relevant information.

Can I see what the AI answered?

Yes. All AI interactions are logged. View them in the AI Logs section of the app.

Does AI replace human answers?

No. AI provides instant answers, but customers can still ask humans. You can also add manual answers.

What information does AI use?

Product information (title, description, options, variants), store context, custom instructions, and the customer’s question.

Can I disable AI later?

Yes. Turn off “Enable AI-generated answers” to disable all AI functionality.

How accurate are AI answers?

Accuracy depends on product information quality and custom instructions. Review and refine instructions to improve results.

Can I customize AI responses?

Yes, through custom instructions. Specify tone, policies, and guidelines for the AI to follow.

What happens if AI is enabled but the widget is disabled?

AI works for admins in the app, but customers see the standard question form without AI features.

Are there usage limits?

Usage may be limited by your plan. Check your plan details for specific limits.

Can I test AI before enabling for customers?

Yes. Enable AI for admins first, test it, then enable the storefront widget when ready.

What if AI gives incorrect information?

Review AI logs, update custom instructions, and consider disabling AI for specific products or question types if needed.

Does AI work with all products?

Yes, as long as products have descriptions and information. Products with minimal information may produce less accurate answers.

Can I provide feedback on AI answers?

Yes. Use the voting system (Helpful/Not Helpful) and review AI logs to improve responses.

How quickly does AI respond?

AI responses are typically instant, usually within a few seconds.

Can I use AI with auto-approval?

Yes. AI works independently of auto-approval settings. You can use both features together.

What if I don’t set custom instructions?

AI will use default behavior based on product information and the question. Custom instructions help improve accuracy and relevance.

Quick Reference

Settings Checklist

  • [ ] Enable AI-generated answers (Ultra plan required)
  • [ ] Enable AI in the storefront widget (optional)
  • [ ] Select Response Language
  • [ ] Add Custom Instructions (optional)
  • [ ] Test AI functionality
  • [ ] Monitor AI logs

AI Workflow

  1. Customer asks question
  2. AI analyzes context
  3. AI generates answer
  4. Customer reviews answer
  5. Customer votes or asks human
  6. Interaction logged for review

Examples

Example 1: Basic Setup

  • Enable AI-generated answers: ON
  • Enable AI in storefront widget: ON
  • Response Language: English
  • Custom Instructions: (empty)

Example 2: Multilingual Store

  • Enable AI-generated answers: ON
  • Enable AI in storefront widget: ON
  • Response Language: Same as customer’s question
  • Custom Instructions: “Always mention our 30-day return policy and free shipping on orders over $50.”

Example 3: Admin-Only AI

  • Enable AI-generated answers: ON
  • Enable AI in storefront widget: OFF
  • Response Language: English
  • Custom Instructions: “Provide detailed technical specifications when available.”

Example 4: Branded Responses

Custom Instructions: “Use a friendly, professional tone. Always mention our commitment to customer satisfaction. Include product care instructions when relevant.”

Enable AI-generated answers: ON

Enable AI in storefront widget: ON

Response Language: English