AI Agents: Webchat, SMS & Ticket Support
Account: VITAG (Vitagen Labs)
Documented: June 28, 2026
Overview
UltraCart AI Agents are autonomous customer support agents that handle inbound inquiries across four channels — webchat, SMS, phone (voice), and support tickets — without requiring a human to be online. For a DTC supplement brand like Vitagen Labs, this means customers can get order status, manage subscriptions, or ask product questions at 2am on a Sunday, and get an immediate, accurate response.
⚠️ Prerequisites: AI Agents, Conversations, and the CRM Workforce module are add-on features that must be enabled on the VITAG account before configuration is possible. None of these modules are accessible by default. Contact UltraCart support to activate them:
Email: support@ultracart.com
Phone: 1-209-383-9870
The phone/voice system (CRM Calls) is covered separately in 14-crm-calls-phone.md. This document covers webchat, SMS, and ticket channels.
Current State (VITAG)
| Module | Status |
|---|---|
| Conversations (Webchat) | ❌ Not enabled — requires activation |
| AI Agents | ❌ Not enabled — requires activation |
| Common Inquiry | AI Agent Can Handle? |
| Field | Description | Recommendation for VITAG |
|---|---|---|
| Display Name | Name shown to customers in webchat | "Vita" or "VITAG Support" |
| Profile Image | Avatar shown in webchat | VITAG logo or friendly illustrated avatar |
| Agent Personality | Overall tone and demeanor (up to 10,000 characters) | Friendly, knowledgeable, concise — see personality examples below |
Per-Channel Instructions
The agent has separate instruction tabs for each channel:
| Tab | Purpose |
|---|---|
| Agent Personality | Global tone applied across all channels |
| Chat Instructions | Webchat-specific behavior |
| SMS Instructions | Text message-specific behavior |
| Ticket Instructions | Email/ticket response style |
| Voice Instructions | Phone call behavior + voice personality selection |
Voice Personality Options (for Phone Channel)
| Capability | Enable? | Reason |
|---|---|---|
| Order - Lookup information | ✅ Yes | Most common inquiry: "Where is my order?" |
| Subscription - Lookup information | ✅ Yes | Required for all subscription actions |
| Subscription - Pause | ✅ Yes | High-value retention tool |
| Subscription - Resume | ✅ Yes | Reactivate paused subscriptions |
| Subscription - Delay | ✅ Yes | "Skip next order" reduces full cancellations |
| Subscription - Cancel | ✅ Yes | Let customers self-serve (they'll cancel anyway; better to retain data) |
| Subscription - Update credit card | ✅ Yes | Recovers failed rebills without human intervention |
| Transfer chat to live agent | ✅ Yes | Essential escape valve for complex issues |
| Open support ticket | ✅ Yes | Captures issues that need follow-up |
| Grant access to storefront and item data | ✅ Yes | Enables product catalog Q&A |
| Generate coupon | ✅ Yes | Powerful retention tool during cancellation attempts |
Ticket Channel Selection
When Open support ticket is enabled, choose where tickets are created:
| Channel | Best For |
|---|
| Token Type | Cost per 1,000 tokens |
|---|
| Document | Purpose |
|---|---|
| Product FAQ | Common questions about each supplement |
| Ingredient & formula sheets | Answers ingredient questions accurately |
| Shipping & returns policy | Policy questions without escalation |
| Subscription terms | Cancel/pause/skip policy details |
| Usage & dosage guidelines (non-medical) | "How do I take this?" questions |
| Return/refund policy | Handles refund inquiries consistently |
Supported File Types
-
.txt -
.md(Markdown) -
.pdf
Best practice: Keep each document focused on one topic. The AI retrieves relevant chunks from the knowledge base during conversations — a single enormous document is less effective than several focused ones.
Part 5: Webchat Widget — StoreFront Setup
Reference: How to Add the AI Agents Webchat Widget to a StoreFront Page
Once the AI Agent is configured, embed the webchat widget in the StoreFront using the Visual Builder.
Step 1: Add the Widget
-
Open the UltraCart admin and navigate to the StoreFront Visual Builder
-
Open the desired page (or the footer template for site-wide coverage)
-
Click the + (Add Element) button in the toolbar
-
Search for
webchat -
Select AI Agents Webchat from the results
-
The widget appears as a draggable component on the canvas
Step 2: Configure the Widget
Select the widget to open its properties panel:
| Setting | Description | Recommendation |
|---|---|---|
| Agent Selection | Which AI Agent handles this widget's chats | Select the configured VITAG AI Agent |
| Trigger Mode | How the chat window opens | Icon Only (expands on click) — unobtrusive floating icon |
| Context Passing | Passes page/cart data to the agent | ✅ Enable — gives agent context for more relevant responses |
Trigger Mode Options
| Mode | Behavior | Use Case |
|---|---|---|
| Always Visible | Full chat window always open | High-support pages (e.g. subscription management) |
| Icon Only (expands on click) | Floating chat icon; expands when clicked | ⭐ Recommended for most pages |
| Triggered by User Action | Hidden until custom event (JS trigger) | Advanced: trigger after time on page, scroll depth, exit intent |
Step 3: Recommended Placement
| Placement | Coverage |
|---|---|
| Footer template | ✅ Site-wide coverage; one widget on all pages |
| Product pages | Supplement-specific support (ingredient Q&A) |
| Subscription management page | Pause/cancel self-service |
| Checkout | Answer pre-purchase questions to reduce abandonment |
Step 4: Test
-
Save and publish the page
-
Open the live site in an incognito browser window
-
Click the chat icon and start a conversation
-
Test: "Where is my order?" — verify agent looks up order data
-
Test: "What's in [Product Name]?" — verify agent references the knowledge base
-
Test: "I want to cancel my subscription" — verify retention flow and coupon offer
Part 6: SMS Channel Setup
The AI Agent can respond to inbound SMS messages using the same logic, capabilities, and knowledge base as the webchat channel — with channel-specific instructions.
Prerequisites for SMS
-
Twilio account — configured in StoreFronts → Communication Settings
-
Twilio phone number(s) added to the Communication Settings SMS section
-
SMS Instructions configured on the AI Agent (set appropriate tone for text messages — shorter, more concise than webchat)
Current VITAG State
Twilio is not configured on VITAG. See 09-communications-setup.md Section 1 for Twilio setup (Account SID, Auth Token, phone numbers).
SMS Instructions Guidance
SMS messages should be shorter and more direct than webchat. Example SMS instruction set:
You are handling customer support via SMS text message.
Keep responses brief (under 160 characters when possible, or split naturally
across messages). Use plain language — no markdown, no bullet points.
When you need to share links (e.g. order tracking), use short URLs.
For complex issues, offer to continue the conversation via phone or email.
Part 7: Conversation Monitoring & Takeover
Once AI Agents are live, human agents can monitor and take over conversations at any time:
-
CRM → Conversations — live queue of all active conversations
-
Conversations are archived with sentiment tags indicating customer experience
-
Any active AI conversation can be taken over by a human agent in real time
-
The Conversation Archive shows all past AI-handled conversations for review
Multiple AI Agents
UltraCart distributes incoming conversations across active agents via round-robin. Setting up multiple AI Agent user accounts creates the appearance of a larger support team and provides coverage redundancy.
| Scenario | Recommendation |
|---|
| Resource | URL / Path |
|---|---|
| AI Agents (CRM) | CRM → Workforce → AI Agents |
| AI Capabilities | CRM → Workforce → Settings → AI Capabilities |
| AI Budgets | CRM → Workforce → Settings → AI Budgets |
| Conversations queue | CRM → Conversations |
| Communication Settings (Twilio SMS) | <https://secure.ultracart.com/merchant/storefront/storeFrontApp.do#edit/182861/communication/comm_settings> |
| UltraCart Docs: AI Agents | AI Agents |
| UltraCart Docs: AI Agent capabilities | AI Agent capabilities |
| UltraCart Docs: Webchat widget setup | How to Add the AI Agents Webchat Widget to a StoreFront Page |
| UltraCart Support | support@ultracart.com · 1-209-383-9870 |