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Agent settings control what the AI can do, how it communicates, and where it stops and hands over to your team. Every change takes effect immediately, with no downtime or redeployment.

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Where to find settings

  • Shopify: Open the Egentify app from your Shopify admin, then click the Settings tab.
  • WooCommerce or direct dashboard: Click Store Settings in your Egentify dashboard.
Settings are split across tabs:

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Identity and instructions

These live on the General tab. What to include in your instructions:
  • Return policy summary. The key rules, for example “Returns are accepted within 30 days of delivery. Items must be unused and in original packaging.”
  • Refund rules. When the agent should offer a refund, ask for more information, or escalate.
  • Tone guidelines. The voice you want, for example “Be friendly and empathetic. Use contractions. Never say ‘per our policy’.”
  • Escalation triggers. Situations that should always reach a human, such as a chargeback or a legal dispute.
  • Topics to avoid. Anything the agent should not discuss.
Keep instructions under 800 words. Very long instructions dilute the agent’s focus. Bullet points and clear headings parse more reliably than prose.
These live on the Agent tab.
A reviews integration also depends on Product Search. The agent finds the product first, then looks up its reviews, so review answers stop working if product search is off.

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What customers can do in chat

Each of these is off until you turn it on, and each has its own limits.

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Allow Address Change in Chat

Lets customers update the shipping address on an unshipped order.

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Allow Order Cancellation in Chat

Lets customers cancel an unshipped order. They verify their identity first and always confirm with a button. The order is refunded in full and restocked.

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Allow Instant Refunds in Chat

Lets customers get a full refund on a small shipped order. Unshipped orders use cancellation instead, and anything outside these limits becomes a refund ticket for your approval.
Instant refunds stay off until you set a Maximum order amount. Turning the toggle on is not enough on its own.

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Orders already sent to fulfillment

These two appear only once you have connected ShipStation or Ordoro. Both are off by default, and both carry real risk.
Orders that have already shipped are never cancellable or changeable, whichever way these are set. These only affect orders sitting with your partner but not yet dispatched.

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Other settings

  • Ticketing Settings for ticket routing, AI priority and status, VIP thresholds, and email handling
  • Voice for enabling voice calls and getting a phone number
  • Widget Customization for colors, position, and welcome text