> ## Documentation Index > Fetch the complete documentation index at: https://egentify.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # What Egentify's AI Agent Can Do for Your Customers > Egentify's AI agent executes real commerce actions, not just Q&A. See the full list of actions available across chat, voice, and email channels. 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 catalogue to import, no content to sync, and no stale answers. For the things your store data does not cover, you can add [house rules and FAQ answers](https://egentify.com/docs/agent/knowledge.md). ## 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, returning 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 | ## Product reviews With a [reviews integration](https://egentify.com/docs/integrations/reviews.md) connected, the agent answers the questions your product descriptions don't. | Action | What it does | | - | - | | Show star ratings | Adds the average rating and review count to product cards, for up to the first eight results | | Answer from reviews | Quotes and summarises published reviews to answer questions about fit, sizing, quality, durability, and common complaints, or to give review-backed pros and cons | Only published, approved reviews with written text are used. The agent distinguishes customer opinions from your own replies and is instructed never to invent quotes or ratings. > [!NOTE] > > Reviews require a connected provider and **Product Search** enabled. They are used in storefront chat only, not in email drafts or voice calls. ## 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 | | Offer a cancellation | Shows the customer a card to cancel an unfulfilled order with a full refund | > [!WARNING] > > The agent cannot cancel or refund an order by itself. It shows the customer a confirmation card and the customer clicks to confirm. The agent is instructed never to state that a cancellation or refund has happened before that click. Orders that have already shipped cannot be cancelled. The agent offers a return or a refund request instead. With a [fulfillment integration](https://egentify.com/docs/integrations/fulfillment.md) connected, that check runs against your warehouse rather than only your store, which closes the window where your store still says "unfulfilled" but the label is already printed. ## 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 | | View cart contents | Reads back what is currently in the customer's 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. Full-order refunds are offered as a confirmation card the customer clicks, the same as cancellations. Partial and line-item refunds go through the support ticket path. 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 | ## Customer context With [Klaviyo](https://egentify.com/docs/integrations/klaviyo.md) connected, the agent can read commercial context about a signed-in customer, covering lifetime value, churn risk, order history, segments, and recent activity, and use it to judge how to pitch and what to recommend. This never surfaces to the customer. The agent is instructed never to say any of it out loud, so nobody hears their churn score read back to them. Context is only read for a customer whose identity is verified through a signed-in session, never for an email typed into chat. ## What each integration unlocks Most capabilities work as soon as your store is connected. These need something extra: | Capability | Requires | | - | - | | Star ratings and review-backed answers | A [reviews integration](https://egentify.com/docs/integrations/reviews.md) | | Warehouse-accurate cancellation and address changes | A [fulfillment integration](https://egentify.com/docs/integrations/fulfillment.md) | | Customer context for personalised recommendations | [Klaviyo](https://egentify.com/docs/integrations/klaviyo.md) | ## Channel availability > [!NOTE] > > Not all capabilities are available on every channel. Here's what's supported: > > * **Chat.** All capabilities are available, including cart actions, refunds, order management, reviews, and escalation. > * **Voice.** Order lookup and tracking, product and store content questions, and ticket creation. Callers are verified with their order number plus the phone number or email on that order. Tracking numbers are never read aloud, since they are not useful spoken, so the agent points the caller to their shipping email or to chat instead. > * **Email.** The AI drafts or sends email replies based on your handling mode. Cart actions, reviews, and voice-specific actions are not applicable. > [!TIP] > > You can restrict which capabilities the AI uses in **Configuration > Agent Settings**, for example by disabling refunds or address changes. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.