Enable AI Agent to improve support efficiency
The AI Agent is an intelligent assistant built into the Genstore Inbox system, designed specifically for e-commerce scenarios. It can automatically respond to customer questions based on your store’s data, reducing the need for human intervention, improving response speed, and allowing your team to focus on more complex inquiries.
Key features
When a customer sends a message through Inbox, the AI Agent will analyze the inquiry and determine whether it can provide a valid answer based on the knowledge it has been trained on:
- If it has enough context, it will generate a high-quality, personalized reply in real time.
- If it cannot answer, it will either ask follow-up questions or escalate the conversation to a human agent.
Responses are powered by natural language understanding and support multi-turn context.
Enable AI Agent
You must have Inbox admin permissions to enable the AI Agent.
- Log in to your Genstore Admin.
- Go to Sales channels -> Inbox.
- In the AI Agent setting section, click Activate Genstore AI.
- Once you confirm, the system will begin initializing the AI Agent. This may take a few minutes depending on your data volume. You can safely close the page and check progress later from the Inbox homepage.
Preparation checklist (recommended)
- All merchants can try the AI Agent’s basic features for free.
- Before enabling, we recommend preparing the following information to improve AI response accuracy:
- Detailed product content, to help the AI understand product characteristics
- Complete store policies, such as shipping, returns, and privacy
- To use AI Agent as a long-term primary support tool, an active Genstore subscription is required
- Additional supporting content (product pages, policy documents, blog posts, etc.) is highly recommended to enrich the AI’s knowledge base
Post-activation setup tips
- After enabling, go to the Knowledge base module to improve response accuracy:
- You can customize knowledge content by adding snippets or uploading documents
- Or use a template to get started faster
- Visit the Custom settings to upload an avatar and name for the AI Agent. This will appear in the chat window as the “agent identity”
Data sources for responses
The AI Agent generates responses based on a combination of the following store data:
- Product titles and descriptions
- Order information and status
- FAQs configured in Inbox
- Uploaded knowledge base documents
- Store policies (shipping, returns, etc.)
- Store settings (payment, shipping, tax configuration)
TIP
The more complete your data, the more accurate and automated your AI responses will be.
Continuous learning
- The AI Agent automatically learns from updates in your store content
- This includes new products, revised policy content, or newly uploaded knowledge base files
- No manual action is required—content is synced daily
Brand tone consistency
- The AI Agent can be trained using your brand introduction, FAQs, and other messaging to match your tone of voice
- Its replies are designed to feel human-like and professional, ensuring brand trust and consistency in communication