Agent settings let you control how the AI behaves — what it can do, how it communicates, and when it escalates to your team. Every change takes effect immediately, so you can iterate on your configuration without any downtime or redeployment.
Where to find settings
- Shopify: Open the Egentify app from your Shopify admin, then click the Settings tab.
- WooCommerce or direct dashboard: Go to your Egentify dashboard > Project Settings > Agent.
Identity & persona
Define how your agent presents itself to customers and the ground rules it follows in every conversation.
| Setting | Description | Example |
|---|
agent_name | The name shown in the chat widget header and used for voice interactions. | Nova, Alex, Support |
agent_avatar | A custom avatar image displayed alongside the agent’s messages. Upload a PNG or JPG from the settings page. | Your brand mascot or a friendly illustrated face |
system_instruction | Natural-language instructions that shape the agent’s tone, knowledge boundaries, and behavior. | Always be friendly. Mention free shipping on orders over $50. Never discuss competitor pricing. |
- Return policy summary — Paste in the key rules (e.g. “Returns are accepted within 30 days of delivery. Items must be unused and in original packaging.”). The AI uses this to answer policy questions accurately.
- Refund rules — Specify when the agent should offer a refund, ask for more information, or escalate to a human.
- Tone guidelines — Describe the voice you want (e.g. “Be friendly and empathetic. Use contractions. Never say ‘per our policy’.”).
- Escalation triggers — List situations that should always go to a human (e.g. “Escalate if the customer mentions a chargeback or legal dispute.”).
- Topics to avoid — List anything the agent should not discuss.
Keep your instructions under 800 words. Very long instructions can dilute the AI’s focus. Use bullet points and clear section headers to help the model parse them reliably.
Refund settings
Control whether the AI can process refunds autonomously and define the policy it follows when it does.
| Setting | Description | Example |
|---|
refund_enabled | Toggle AI refund processing on or off for your store. | On / Off |
refund_instructions | A natural-language description of your refund policy. The AI reads this to decide whether to approve, deny, or escalate a refund request. | Approve refunds within 30 days for orders under $75. Escalate all others. |
tracking_message | The message shown to customers when no tracking number is available for their order. | Your order hasn't shipped yet. We'll send you a tracking link as soon as it's on its way! |
Capabilities toggles
Enable or disable specific AI capabilities to match the level of automation that’s right for your store.
| Setting | Description |
|---|
search_enabled | Master toggle for all store search. When off, neither product nor content search runs regardless of the individual toggles below. |
product_search_enabled | Allows the AI to search your product catalog and recommend items in conversation. |
content_search_enabled | Allows the AI to search your store pages and policy documents to answer customer questions. |
ticketing_enabled | Allows the AI to create support tickets when a conversation needs human follow-up. |
address_change_enabled | Allows the AI to update a customer’s shipping address directly from the chat. |
Ticket & escalation settings
Configure how tickets are assigned and classified when conversations are escalated to your team.
| Setting | Description |
|---|
ticket_assignment_mode | Controls how tickets are routed. Options: manual (your team assigns tickets themselves), auto_assign_on_reply (assigned to the first agent who replies), or round_robin (distributed evenly across selected team members). |
ai_priority_assignment | When enabled, the AI automatically sets the priority level (low, normal, high, urgent) on every ticket it creates. |
ai_ticket_status_classification | When enabled, the AI classifies the ticket status based on conversation context, reducing manual triage work. |
VIP customer detection
Egentify flags customers as VIP based on their lifetime value or order count. VIP status appears in the customer summary sidebar when your team views a ticket, helping agents give high-value customers the attention they deserve.
| Setting | Description |
|---|
vip_lifetime_value_threshold | Dollar amount of total spend that qualifies a customer as VIP (e.g. $500). |
vip_order_count_threshold | Number of completed orders that qualifies a customer as VIP (e.g. 10 orders). |
Email settings
Configure how Egentify handles inbound support emails and which address it uses when replying on your behalf.
| Setting | Description | Options |
|---|
email_handling_mode | Controls how the AI responds to inbound customer emails. manual turns off AI email responses so your team handles every email themselves. draft has the AI compose a reply that a team member reviews and approves before it is sent. | manual, draft |
support_email | An optional override address. Replies sent from this address are recognized as coming from your support team rather than from a customer. | e.g. support@yourstore.com |
Start with draft mode to review a sample of AI-composed emails before switching to a fully manual or more automated workflow. You can switch modes at any time.
Voice settings
Enable AI voice calls, choose an area code for a new number, or connect your own existing number. Voice is available on the Growth plan and above.
For full setup instructions, see the Voice guide. 
