# AI Agent Setup

**The AI Agent Profile** is your central hub for establishing custom guardrails, defining automated workflows, and controlling how your AI interacts with customers.

<figure><img src="/files/TNg22JjGnrvPz0Fxl6zP" alt=""><figcaption></figcaption></figure>

**You can configure the following:**&#x20;

<details>

<summary>Agent Name</summary>

Select the persona your customers will interact with. Currently, you can choose from four default names to establish a consistent identity that best matches your brand's tone.

<figure><img src="/files/8B0D3Mmfim4DOyheyLh8" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Store Language (Optional)</summary>

Define a primary language for your AI agent. Naturally, the AI will auto-detect and mirror the customer's language. Setting a specific language here forces the AI to respond primarily using that language.

</details>

<details>

<summary>Reply Delay</summary>

Introduce a buffer time before the AI sends its response. Use this to simulate a more natural, human-like typing pace, or configure it to align tightly with your specific ticket Service Level Agreements (SLAs) and operational workflows.

</details>

<details>

<summary>General instructions</summary>

Because every e-commerce store is unique, this page allows you to set store-specific rules and approval thresholds that go beyond standard platform settings. Use this to give the AI specific instructions or workflow, such as checking specific payment or fulfillment statuses before offering a refund or exchange.

</details>

<details>

<summary>Require Approval Before AI Replies</summary>

Dictate the AI's level of autonomy. You can allow the AI to send Direct Replies to customers immediately, or require it to generate Draft Responses that a human agent must review, approve, and send.

</details>

<details>

<summary>Max Auto-Approve Order Value</summary>

Set a strict financial threshold for automated replies. If an order's total value exceeds this defined amount, the AI will automatically suppress direct replies and require human approval even for simple, low-risk inquiries like order tracking.

</details>

<details>

<summary>Disable AI Draft Generation</summary>

{% hint style="info" %}
Note: Disabled while approval mode is active.
{% endhint %}

Act as a hard stop for AI generation. Toggling this on completely prevents the AI from creating draft responses for human review, even when the AI is uncertain about the resolution. No drafts will be created for any conversation.

</details>

The next settings let you quickly set up standard rules for how your AI handles common customer questions and ticket cleanup.

**Shipping Information**

Set your average and maximum shipping times. The AI  also uses these to tell customers exactly when to expect their orders and in making decisions.

<details>

<summary>Average shipping days</summary>

Typical delivery time the AI quotes to customers

</details>

<details>

<summary>Max shipping days</summary>

Orders taking longer than this are treated as delayed. The AI will adjust its response for WISMO inquiries.

</details>

<details>

<summary>Always Correct Product</summary>

Automatically rejects "wrong item" claims from customer photos. Turn this on if you trust your warehouse to always ship the correct SKU.

</details>

<details>

<summary>Product Listing URL (Optional)</summary>

The AI sends this official product link to the customer to help prove they received the correct item.

</details>

<details>

<summary>Tracking URL template (Optional)</summary>

Send customers to your own custom tracking page instead of a generic carrier site. Just add {number} where the tracking ID belongs (e.g., yourstore.com/track?id={number}).

</details>

<details>

<summary>Proof of Delivery Required</summary>

If a package is marked "Delivered" but the customer says it is missing, the AI will require a carrier photo or signature before offering a refund or replacement.

</details>

<details>

<summary>Repair Incorrect Address (Coming soon!)</summary>

The AI will catch bad addresses (like a missing apartment number) and ask the customer to fix it before the order ships.

</details>

**Winback and Offers**

Keep your inbox clean and allow the AI to handle basic customer retention.

<details>

<summary>Discount Code</summary>

Enable to give the AI a specific code (like SORRY10) to offer upset customers or apologize for delays, helping save the relationship.

</details>

**Ticket Auto-Close**

Set when an inactive ticket is marked as closed

<details open>

<summary>Auto-close inactive tickets</summary>

Automatically resolve and close conversations when a customer stops responding to keep your inbox organized.

</details>

<details open>

<summary>Days Before Auto-Close</summary>

Choose exactly how many days the AI should wait for a customer's reply before automatically closing the ticket.

</details>

**AI Email Signature**

<figure><img src="/files/jtUOmA57hfzfW90aRdDI" alt=""><figcaption></figcaption></figure>

Professional signature block appended to all outgoing AI emails. You can set this up with basic text formatting, images, and hyperlinks.

{% hint style="success" %}
Click **Save Knowledge** to apply your changes.
{% endhint %}


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.scaleflows.net/documentation/documentation-v1.1/workspace/configuring-your-ai-automation/ai-agent-setup.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.