# Supervising your assistant

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

Source: https://shopassist.coec.dk/docs/ai/supervising-your-assistant · Updated 2026-10-01

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

## Weekly [#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](/docs/knowledge-base/knowledge-gaps)). Each answer becomes an FAQ.
* **Clear the review queue** ([review queue](/docs/knowledge-base/review-queue)).

## When you change something [#changes]

* 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](/app/go/playground)

## Guardrails [#guardrails]

Restrict topics, name competitors to avoid, decide how stock is disclosed and which links may appear: [guardrails](/docs/guardrails/overview).

## When a person should take over [#handoff]

Set up [handoff](/docs/handoff/overview) 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 [#ai-literacy]

Everyone who configures or supervises the assistant should read [how ShopAssist works](/docs/ai/how-shopassist-works). It covers what the AI can and can't do, so your team can judge answers and know when to intervene.