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AI

Supervising your assistant

Review conversations, close knowledge gaps, set guardrails, test in the playground and decide when people take over.

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You are responsible for how the assistant behaves on your store. These routines keep it accurate.

Weekly

  • Read a sample of conversations in Conversations, especially ones with low CSAT or a handoff. Flag poor answers so the team can fix them.
  • Answer knowledge gaps (knowledge gaps). Each answer becomes an FAQ.
  • Clear the review queue (review queue).

When you change something

  • Test persona, instructions and guardrail changes in the playground with draft settings before publishing. Playground conversations are never billed.
  • After catalog or policy changes, ask the questions shoppers ask most.
Send a test message

Guardrails

Restrict topics, name competitors to avoid, decide how stock is disclosed and which links may appear: guardrails.

When a person should take over

Set up handoff for complaints, damaged goods, legal questions and anything the assistant can't solve. Shoppers can always ask for a person. A live takeover in the inbox stops the AI until you release the conversation.

AI literacy for your team

Everyone who configures or supervises the assistant should read how ShopAssist works. It covers what the AI can and can't do, so your team can judge answers and know when to intervene.

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How ShopAssist works

Tools, grounding, UI blocks and confirmation cards: how the assistant finds answers in your store data, and what it can't do.

Choose your AI

Managed AI or your own provider key: what each costs, where data is processed, premium models and what happens when a provider fails.

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WeeklyWhen you change somethingGuardrailsWhen a person should take overAI literacy for your team