AI Agent capabilities
Capabilities control what actions your AI Agents can perform and what data they can access. You enable capabilities in Workforce > Settings > AI Capabilities, and they apply to all agents on your account. This granular control lets you empower agents to handle common support tasks autonomously while keeping them within your defined boundaries.
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.