Meet the Re:amaze AI Agent
The Re:amaze AI Agent is your most powerful support tool yet. It automatically handles customer questions by intelligently searching your knowledge base, help articles, and product information—delivering accurate, conversational responses that feel genuinely helpful. The AI Agent understands context and nuance, adapting to each customer's unique situation, so they get the help they need instantly while your team focuses on what matters most.
What the AI Agent can do
The AI Agent is a game-changer for customer support. It brings all your support knowledge together in one place, drawing from your most valuable resources to deliver smart, helpful responses. When enabled, it becomes your primary chatbot and draws information from:
- Response templates - Pre-written responses your team has created
- Custom AI context - Custom instructions and external URLs you've added in AI Settings
- Shopify products/orders - Product details and order information (if you use Shopify)
- WooCommerce products/orders - Product details and order information (if you use WooCommerce)
The AI Agent uses these sources to answer customer questions in real-time without requiring manual intervention from your team.
Before you enable the AI Agent
Customize your AI Settings (optional)
If you haven't already customized your AI Settings, you can set the personality (Professional, Cheerful, Laid-back, etc.), add custom instructions for how the AI should respond, and include external URLs for additional context. These settings apply to all AI features in Re:amaze, including the AI Agent. Learn more in How to Customize AI Settings in Re:amaze.
Prepare your content
The AI Agent answers questions by referencing your existing content. For best results, make sure you have:
- Published FAQ articles covering your most common customer questions
- Product listings with accurate details (if applicable)
- Updated website content that reflects your current offerings
The AI Agent works immediately after enabling, but the quality of its responses depends on the quality of your content. Learn how to optimize your knowledge sources in Optimizing Your Help Center for AI: Best Practices.
How to enable the AI Agent
- Go to Settings.
- Select AI Agent / Chatbots under the Automation section.
- Toggle on Re:amaze AI Agent.
Once enabled, the AI Agent becomes your active chatbot.
How the AI Agent affects your inbox
Enabling the AI Agent includes changes to your inbox mechanics. When a response is sent to a customer, the conversation status is set to "Responded." This indicates the customer has received a reply but the conversation is not yet marked as Done, On-Hold, or Archived.
Note: While the AI Agent is enabled, classic chatbots (Hello Bot, Order Bot, Shopping Bot, AI FAQ Bot, and FAQ Bot) will not run. However, Cue Bots and Workflow Bots will continue to operate normally.