What is the AI Agent?
The Re:amaze AI Agent is an AI-powered support system that automatically handles customer conversations using knowledge sources within Re:amaze.
Because the Agent is powered by AI, it can deliver more natural and conversational responses that feel genuinely helpful to customers. The AI Agent can understand context, interpret nuance, and adapt its responses based on each customer’s unique situation.
The AI Agent can assist customers across Chat, Email, and SMS channels.
What information does the AI Agent use?
The AI Agent brings all your support knowledge together in one place, drawing from your most valuable resources to deliver smart, helpful responses. When enabled, it becomes your primary chatbot and draws information from:
- FAQ articles - Help Center content available to the AI Agent
- Response templates - Pre-written responses your team has created
- Custom AI context - Custom instructions and external URLs you've added in AI Settings
- Shopify products/orders - Product details and order information (if you use Shopify)
- WooCommerce products/orders - Product details and order information (if you use WooCommerce)
The AI Agent uses these sources to answer customer questions in real-time without requiring manual intervention from your team. You can also choose which knowledge sources the AI Agent should use or exclude through your AI Settings configuration.
Before you enable the AI Agent
Before enabling the AI Agent, we recommend reviewing your AI Settings and existing support content, including knowledge sources like FAQ articles, response templates, and product data.
Make sure this information is up to date and accurate so the AI Agent can provide the most helpful responses possible.
Customize your AI Settings
You can manage your AI Agent and other AI-powered features from your AI Settings.
Go to Settings > AI Settings. From here, you can:
- Choose an AI personality, such as Professional, Cheerful, or Laid-back
- Add response guidelines to shape how the AI responds to customers
- Add external URLs the AI Agent can reference
- Choose which knowledge sources the AI Agent should use
Prepare your content
For best results, make sure your support content reflects your current policies, products, and processes.
Make sure you have:
- Published FAQ articles covering your most common customer questions
- Product listings with accurate details, if applicable
- Updated website content that reflects your current policies and offerings
The AI Agent works immediately after enabling, but the quality of its responses depends on the quality of your content. Learn how to optimize your knowledge sources here: Optimizing Your Help Center for AI: Best Practices.
Enable the AI Agent
To the enable the AI Agent:
- Go to Settings > AI Agent / Chatbots.
- Toggle on Re:amaze AI Agent.
Once enabled, the AI Agent becomes your active bot for chat. From this page, you can also choose which channels the AI Agent is active on. You can enable one or more SMS and email channels, including multiple channels if you manage different brands.
Add an AI bot email signature
For email channels, you can also add an AI bot email signature.
- Go to Settings > Email Channels
- Select either On or Off next to Channel Signature
- Enable AI bot email signature
- Add the signature you want appended to AI-generated email replies for that channel
How the AI Agent affects your inbox
Enabling the AI Agent includes changes to your inbox mechanics. When a response is sent to a customer, the conversation status is set to "Responded." This indicates the customer has received a reply but the conversation is not yet marked as Done, On-Hold, or Archived.
Note: While the AI Agent is enabled, classic chatbots (Hello Bot, Order Bot, Shopping Bot, AI FAQ Bot, and FAQ Bot) will not run. However, Cue Bots and Workflow Bots will continue to operate normally.
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