---
title: "AI Agent capabilities"
description: "Enable and configure AI Agent capabilities in Workforce > Settings > AI Capabilities—order and subscription lookups, subscription management, escalation, and data access."
doc_type: reference
audience: merchant
sidebar_position: 3
# Provenance — do not edit by hand; used by re-run diffing and redirects.
confluence_page_id: "3654844450"
confluence_url: "https://ultracart.atlassian.net/wiki/spaces/ucdoc/pages/3654844450"
last_updated_in_confluence: "2026-05-05T19:51:49.269Z"
---
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 |

:::info

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 |
| --- | --- |
| **Email** | 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.

## Related pages

-   [AI Agents overview](./index.md)
-   [Knowledge base](./knowledge-base.md)
-   [Budgets](./budgets.md)
-   [Personality and instructions](./personality-and-instruction-examples/index.md)