The AI agent
An agent you set up in plain words
- Agent name
- Ava
- Voice
- Warm, mid-pitch
- Opening line
- Hi, it's Ava from Northline Goods. Is now a good time?
- Background sound
- Office
- Says it is an AI when asked
- always on
- Voicemail
- Custom message
Each campaign has its own agent. You give it a name and a voice for each language, tell it what the campaign is for, what it may offer and what it must never say. Then you test it on yourself before it speaks to a shopper.
Setting it up
Recommended settings first, then yours
A new campaign opens with recommended settings for the offer, channels, start limits and sequence. Change any of them, or keep them.
Offer
Offer a discount, with codes you add, or offer none. The agent can only send a code you set up.Channels
All channels, or the ones you pick: calls, texts, email, and WhatsApp once it is switched on.Start conditions
No cap, or a cap on how many shoppers a campaign takes and a waiting period. Add conditions in plain words, such as carts over $50.
Agent settings
What the agent's profile holds
One profile per language, with one marked as the default.
Identity
Name and voice
Pick a voice from the list, preview it, and give the agent the name shoppers will hear.Opening
First line of the call
The greeting the agent opens with. After it, the agent gives its name and your brand, and says it is an AI assistant if you switch that on.Voicemail
Your own message
Turn on a custom voicemail and write what the agent leaves when nobody answers.Sound
Background
A quiet office sound behind the call, or none.Email
Signature
The sign-off under every email the agent sends in this language.
Instructions
Tell it what the campaign is for and where the limits are
Instructions
- Campaign brief
- You're following up with {{first_name}}, who left {{cart_items}} in checkout at Northline Goods.
- Offer
- Offer 10% with code COMEBACK10 only if price comes up.
- Questions to ask
- Ask what stopped them, once. Don't push if they say they changed their mind.
- Guardrails
- Never promise a delivery date. Never discuss a medical use. Hand off wholesale requests.
The campaign brief can use the shopper’s details as merge fields: their first name, what is in the cart, the total. Separate sections hold the offer and incentives, the questions to ask, guardrails, and anything else the agent should know.
Your company profile adds the facts every campaign shares: what you sell, the problem it solves, who buys it, your FAQs, your support email and your terms and privacy links.
Hand-offs
Choose what the agent passes to a person
Growth Dept ACR 10:41
Hand-off requested: wholesale order
The shopper wants 40 pairs for a running club and asked to speak with someone about a bulk price. Outreach is paused for this shopper until your team resolves it.
Pick request types from a list, or write your own, and the agent hands those conversations to your team instead of answering. You can also ask to be told whenever a shopper replies positively.
Works with the tools you already use
Connect your store, then start from the recommended campaign settings.
Advanced settings
Settings most stores leave on the recommended values
Outreach sequence
The order of calls, texts and emails, and the delay before each. The recommended sequence starts with a call, a text five minutes later and an email an hour after that, then two more rounds over the next few days. Leave it on, or switch it off and build your own.
After the first reply
Separate sequences for a positive reply and for no decision, and one for a negative reply if you turn it on.
Days and hours
The recommended schedule, or your own days and hours. Times are always the shopper’s local time.
Conversation questions
Questions ACR answers about every conversation: yes or no, a number, a category or free text. The answers show up in Analytics.
Campaign overrides
When a shopper qualifies for more than one campaign, an override rule names which campaign goes first.
Before you publish
What to have ready before a campaign goes live
| What you get | Growth Dept ACR |
|---|---|
| The main setup stepsThe store, the company profile, the offer, the channels and an agent profile in the default language. | |
| A number and a mailboxA phone number for calls and texts in each country you allow, and a connected mailbox for email. | |
| A practice conversationRun the Test button on the agent and read what a shopper would get. | |
| Edits as a draftChanges to a running campaign wait as a draft until you publish them, so a half-finished edit never reaches a shopper. |
On before the first call
Defaults that protect the shopper and the store
8–9
Calls and texts in the shopper's own hours
The recommended schedule is 8 am to 9 pm where the shopper is, with stricter state and country rules and public holidays applied on top.
STOP
An opt-out is read before anything else
STOP, HELP and START are handled before any other reply. An opt-out adds the shopper to the store's suppression list and ends the run.
Order
A purchase ends the outreach
When the order arrives from the store, every step still waiting is cancelled and the order is matched to the campaign that earned it.
Questions
Questions about this part of ACR
Something not covered here?
Ask us on a call, or read the full list of questions.
- 01
Can I try the agent before it reaches a shopper?
Every setup step has a Test button that runs a practice conversation with the agent as you have configured it. Nothing is sent to a shopper until you publish the campaign and switch its trigger on. - 02
Does the agent say it is an AI?
Whenever a shopper asks whether it is a person, it says it is an AI, and that part cannot be switched off. Whether it also says so when it introduces itself is a campaign setting, off by default. - 03
Can it speak more than one language?
Yes. Each campaign can have an agent profile per language, with its own name, voice and opening line, and one profile marked as the default. - 04
When does the agent hand a conversation to my team?
You choose which requests it hands off, such as a refund, a complaint or a privacy request. ACR pauses outreach to that shopper and tells your team by email, Slack or both. Someone on your team resolves the hand-off when it is dealt with.
Keep exploring
More of the product
Find out what your abandoned checkouts are worth
Book a 45-minute call with the Growth Dept team. We look at your checkout, where your shoppers are and which channels suit them, and tell you whether ACR fits.