Unlike a FAQ bot, Egentify’s AI executes real actions by calling your store’s APIs live on every conversation. When a customer asks about a product, the agent searches your catalog right now — not a cached copy. When they check an order, the agent fetches the current status directly from your store. There’s no knowledge base to build, no content to sync, and no stale answers.
Product discovery
The AI can find and surface products, categories, and store content to help customers make purchase decisions.
| Action | What it does |
|---|
| Search products | Finds products by name, category, description, or natural-language query — returns results with images, prices, stock levels, and direct links |
| Get best sellers | Returns your top-selling products for a given time period |
| Browse categories and brands | Lists available product categories and brands for guided navigation |
| Search store content | Searches across your store pages, policies, and blog posts to answer questions about returns, shipping, and more |
| View specific store pages | Retrieves a specific page (e.g. your returns policy) to answer a direct question |
Order management
The AI looks up real order data and can make changes on behalf of the customer — with identity verification where required.
| Action | What it does |
|---|
| Look up orders | Retrieves all orders for a verified customer, identified by their email address or a confirmed phone number |
| Get order details | Returns full order data including line items, status, and dates |
| Get tracking information | Provides tracking numbers and carrier links for shipped orders |
| Change shipping address | Updates the shipping address on an order that hasn’t been fulfilled yet — guests must verify their identity before the change is applied |
Cart & checkout
The AI takes direct cart actions so customers can add or remove items and apply discounts without navigating away from the conversation.
| Action | What it does |
|---|
| Add items to cart | Adds a specific product and quantity to the customer’s active cart |
| Remove items from cart | Removes a specific product from the cart |
| Apply discount codes | Applies a coupon or promotional code to the current cart |
Refunds
The AI can process refunds automatically within the thresholds you configure in your dashboard. If a refund request exceeds your threshold — by amount, percentage, or order value — the AI creates a support ticket and notifies your team for manual approval, so no large refund goes out without a human reviewing it. Refunds can be full order refunds, partial refunds, or refunds on individual line items.
Enable and configure refund automation in Configuration > Agent Settings.
Support & escalation
When the AI can’t resolve something on its own, it escalates cleanly without dropping the customer.
| Action | What it does |
|---|
| Create support ticket | Opens a new ticket automatically when a request can’t be resolved, or immediately when a customer asks for one |
| Check ticket status | Looks up the status of an existing support ticket by ticket ID or customer account |
| Flag for team attention | Marks a conversation for human review without ending the session |
| Hand off to human agent | Transfers the conversation to a human agent — either at the customer’s request or triggered automatically |
Channel availability
Not all capabilities are available on every channel. Here’s what’s supported:
- Chat — all capabilities are available, including cart actions, refunds, order management, and escalation
- Voice — order lookup (with OTP verification), product search, and ticket creation; tracking numbers are not read aloud
- Email — the AI drafts or sends email replies based on your handling mode; cart and voice-specific actions are not applicable
You can restrict which capabilities the AI uses — for example, disabling refunds or address changes — in Configuration > Agent Settings.
