Settings
Assistant & Support Procedures
Configure AI instructions, knowledge, voice, channels, and support procedures in one Assistant hub.
Overview
Assistant (/en/settings/assistant) is the hub for how your store AI answers customers on WhatsApp, Instagram, Messenger, web chat, and phone calls.
Tabs:
| Tab | Path | Purpose |
|---|---|---|
| Instructions | /en/settings/assistant/instructions | Per-channel tone and limits |
| Knowledge | /en/settings/assistant/knowledge | Knowledge Base documents and Q&A |
| Procedures | /en/settings/assistant/procedures | Return, delay, cancel, and live-support rules |
| Voice | /en/settings/assistant/voice | Speech models and voice settings |
| Channels | /en/settings/assistant/channels | Widget, social, and MCP links |
External agent catalog access (Cursor, Claude, ChatGPT, Gemini) lives under Assistant → MCP / AI agents — see MCP / AI agents.
Older bookmarks such as Assistant → AI Instructions and Knowledge Base still work.
Support procedures
Procedures tell the AI what to do for common support requests. When a customer asks about a covered topic, the AI follows your enabled procedures using your live order and booking data. It does not invent store policy.
The same procedure settings apply to the WhatsApp assistant and to phone calls: a cancellation request on the phone follows exactly the rules you set here.
Built-in procedures
| Procedure | Typical trigger | Default action |
|---|---|---|
| Return / refund | Return window, damaged item, refund | Create staff task |
| Shipping delay | Late shipment, missing tracking | Create staff task |
| Cancel order | Cancel a pending/processing order | Create staff task |
| Cancel booking | Cancel an appointment | Create staff task |
| Live support | Customer asks for a human | Create high-priority staff task |
Action modes
- Guide only — Explain policy and next steps; do not change records.
- Create staff task — Collect details and open a task under Sales → Tasks for your team.
- Auto-execute when safe — After a clear yes from the customer, the AI cancels on its own, but only when the status and window rules allow it (for example order still
pending/processing/confirmedand inside the cancellation window, or booking outside the minimum notice window). Otherwise the AI creates a task instead. - Let the customer choose — The AI offers both options (cancel now, or let the team review) and acts on the customer's answer. Cancelling still happens only within the status and window rules; anything outside them becomes a staff task.
Common rules
- Return window days — Used for return/refund guidance (default 14).
- Require a reason — Ask for a cancellation reason when enabled.
- Cancellation window (hours) — Only orders younger than this can be cancelled by the AI (
0= no time limit). Older orders go to your team as a task. - Statuses the AI may cancel — Tick the order statuses (
pending,confirmed,processing) the AI is allowed to cancel in auto-execute or customer-choice mode. - Shipped or delivered orders are not auto-cancelled; they go to staff review.
- Ambiguous cases create a staff task when uncertainty fallback is on.
Save and test
- Open Assistant → Procedures.
- Enable the procedures you want and choose an action mode.
- Adjust return days or “require reason” where shown.
- Click Save procedures.
- Send a test WhatsApp message or call your assistant number (for example “I want to cancel my order”) and confirm either a clear policy reply, a cancelled order, or a new Tasks row — depending on the action mode you chose.
If customers say answers are vague or contradictory overall (not only cancel/return), fix Knowledge Base + catalog alignment first — see Improve store AI answers.
Related
- Customer profiles and timeline: Sales → Customers (Customer 360)
- Staff follow-up: Sales → Tasks and Inbox
- Brand knowledge: Assistant → Knowledge
- Answer quality checklist: Improve store AI answers
- External AI agents (Cursor, Claude, ChatGPT, Gemini): MCP / AI agents
