The AI agent is available on the Elite plan. You'll find its settings under the AI & Chatbot menu, split into four sections: Guidelines, FAQs, Store Data, and Auto Labels.

This is also where you'll eventually enable the AI agent, but set up your guidelines first, before turning it on.

Guidelines are simple rules that tell the chatbot how to respond: its tone, its role, how to start and end conversations, and how to hand a conversation off to a human. Treat this like writing onboarding instructions for a new employee, be specific.

You'll also set a fallback message here: the default reply the agent sends when it isn't sure what to say or doesn't have enough information to answer.

Add FAQs to build out the agent's knowledge base. Include general FAQs (like your refund policy or your store's address) as well as specific ones about individual products, policies, or anything unique to your brand. This is one of the most effective ways to improve the agent.

Sync your Shopify inventory and product pages here: product names, prices, and descriptions. This lets the AI agent answer customer questions with accurate, up-to-date product information.

Auto labels let the AI tag conversations by theme automatically. For example, create a label called "Refund Request," set a condition (like "customer wants a refund or asks for money back"), and choose a color. When a conversation matches, the label appears automatically helping your team categorize, prioritize, and manage conversations at a glance.

On the Elite plan, the AI agent can respond not just on WhatsApp but also on Facebook Messenger and Instagram. See Connect the AI Agent to Channels for how to set this up.