> ## 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. # Customize Your AI Agent's Behavior and Capabilities > Configure your AI agent's name, instructions, and what it is allowed to do in chat, including address changes, cancellations, and instant refunds. 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. ## 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: | Tab | What it holds | | - | - | | **General** | Store name, assistant name, store URL, agent instructions | | **Agent** | Search, chat actions, refund limits | | **Ticketing** | [Ticket routing, VIP detection, and email handling](https://egentify.com/docs/configuration/ticketing-settings.md) | | **Voice** | [Voice agent setup and phone numbers](https://egentify.com/docs/agent/voice.md) | | **Integrations** | [Your store connection, fulfillment, reviews, and marketing](https://egentify.com/docs/integrations.md) | ## Identity and instructions These live on the **General** tab. | Setting | Description | | - | - | | **Assistant Name** | The name shown in the chat widget header and used on voice calls. | | **Agent Identity / Instructions** | Natural-language instructions that shape the agent's tone, knowledge boundaries, and behavior. This is the only merchant-authored text that applies to chat, voice, and email alike. | **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. > [!TIP] > > Keep instructions under 800 words. Very long instructions dilute the agent's focus. Bullet points and clear headings parse more reliably than prose. ## Search These live on the **Agent** tab. | Setting | Description | | - | - | | **Store Search** | Master toggle. With this off, neither product nor content search runs, whatever the two below are set to. | | **Product Search** | Lets the agent search your catalog and recommend items in conversation. | | **Content Search** | Lets the agent search your store pages and policies to answer questions about shipping, returns, and similar. | > [!NOTE] > > A [reviews integration](https://egentify.com/docs/integrations/reviews.md) 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. ## What customers can do in chat Each of these is off until you turn it on, and each has its own limits. ### Allow Address Change in Chat Lets customers update the shipping address on an unshipped order. | Setting | Description | | - | - | | **Address change window** | How many hours after ordering a customer can still change the address. Leave empty for no limit. Shipped orders are never changeable. | ### 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. | Setting | Description | | - | - | | **Cancellation window** | How many hours after ordering a customer can still cancel. Shipped orders are never cancellable. | ### 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. | Setting | Description | | - | - | | **Maximum order amount** | Only orders at or under this total can be refunded instantly. | | **Order age limit** | Only orders newer than this many days can be refunded instantly. | | **Refunds per customer per month** | Caps how often one customer can use this in a month. | | **Lifetime limit per customer** | Caps how many times one customer can ever use it. | | **Message after a refund** | What the customer is told immediately after their refund is processed. | > [!WARNING] > > Instant refunds stay off until you set a **Maximum order amount**. Turning the toggle on is not enough on its own. ### Orders already sent to fulfillment These two appear only once you have connected [ShipStation or Ordoro](https://egentify.com/docs/integrations/fulfillment.md). Both are off by default, and both carry real risk. | Setting | Description | | - | - | | **Also cancel orders already sent to fulfillment** | Cancels orders your fulfillment partner has already received. The partner might not see the cancellation, so you get an alert and must contact them to stop the shipment. | | **Also change orders already sent to fulfillment** | Updates the address on orders your partner has already received, where the platform allows it. The partner might not see the change, so you get an alert and must confirm with them. | > [!WARNING] > > 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. ## Other settings | Setting | Description | | - | - | | **Fresh Chat Each Visit** | Hides messages from previous visits in the widget. The full conversation stays in your dashboard. | | **Manual Refund Instructions** | Your refund policy in plain language. The agent reads this when deciding whether to approve, deny, or escalate a request. | | **No-Tracking Message** | Shown to customers when no tracking number is available yet for their order. | ## Related settings * [Ticketing Settings](https://egentify.com/docs/configuration/ticketing-settings.md) for ticket routing, AI priority and status, VIP thresholds, and email handling * [Voice](https://egentify.com/docs/agent/voice.md) for enabling voice calls and getting a phone number * [Widget Customization](https://egentify.com/docs/configuration/widget-customization.md) for colors, position, and welcome text This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.