AI Agent capabilities
Capabilities control what actions an AI Agent can perform and what data it can access. You set them separately for each agent, so one agent can manage subscriptions while another only answers product questions. That way each agent handles common support tasks on its own, within the limits you choose.
Where capabilities are set
Each AI Agent has its own capabilities. To change them:
- Go to Workforce > AI Agents and select the agent.
- In the Agent Capabilities section, turn on the capabilities this agent needs.
- Select Update Agent.
Workforce > Settings > AI Capabilities holds an account-wide set of capabilities. An agent uses the account-wide set only until its own capabilities are saved the first time. After that, the agent uses its own settings, and changes to the account-wide page no longer affect it.
The first time you select Update Agent on an agent, the toggles on that page become the agent's capabilities, including any that are off. Check every toggle before you save, so the agent doesn't lose a capability it had through the account-wide settings.
Overview
Each capability unlocks a specific action or data source for the agent. Some capabilities have sub-capabilities that become available once the parent is enabled. For example, enabling Subscription - Lookup unlocks additional subscription management actions like pause, resume, and cancel.
Capabilities are grouped into four categories: order and subscription lookups, subscription management, support and escalation, and data access.
Order and subscription lookups
These capabilities let the agent retrieve customer order and subscription information.
| Capability | Description |
|---|---|
| Order - Lookup information | Retrieves details about a customer's orders including status, tracking, items, and shipping address |
| Subscription - Lookup information | Retrieves subscription details including next order date, frequency, items, and payment method |
Subscription management capabilities below require Subscription - Lookup information to be enabled first.
Subscription management
These capabilities let the agent make changes to a customer's subscriptions. Each one requires the subscription lookup capability.
| Capability | Description |
|---|---|
| Subscription - Update credit card | Guides the customer through updating the credit card on their subscription |
| Subscription - Pause | Temporarily suspends a subscription |
| Subscription - Resume | Reactivates a paused subscription |
| Subscription - Cancel | Cancels a subscription |
| Subscription - Delay | Postpones the next scheduled delivery |
Support and escalation
These capabilities let the agent escalate issues or create support records.
| Capability | Description |
|---|---|
| Transfer chat to live agent | Hands the conversation to a human agent when the issue requires manual intervention |
| Open support ticket | Creates a support ticket on behalf of the customer |
When you enable Open support ticket, you select a ticket channel:
| Channel | Description |
|---|---|
| Sends a ticket notification to a specified email address | |
| UltraCart Task | Creates a task within UltraCart's task system |
| Zoho Desk | Creates a ticket in your linked Zoho Desk account (visible only if Zoho Desk is connected) |
Data access
These capabilities control what additional data sources the agent can query.
| Capability | Description |
|---|---|
| Grant access to storefront and item data | Lets the agent look up product catalog information and storefront configuration to answer product-specific questions |
| Generate coupon | Lets the agent create discount coupons for customers during conversations |
Use case examples
Order status inquiries Enable Order - Lookup information. The agent can instantly retrieve order status, tracking details, and shipping information without requiring a human agent.
Self-service subscription management Enable Subscription - Lookup information along with the subscription management capabilities your customers need most. The agent can walk customers through pausing, resuming, delaying, or canceling their subscriptions, and guide them through payment updates.
Escalation with context Enable Transfer chat to live agent and Open support ticket. The agent can recognize when an issue exceeds its abilities and either transfer the conversation with full context or create a ticket for follow-up.
Product questions from your catalog Enable Grant access to storefront and item data. The agent can answer questions about product details, availability, and pricing using your actual catalog data.
Retention offers Enable Generate coupon alongside subscription capabilities. When a customer requests a cancellation, the agent can offer a discount coupon as an incentive to stay.