Try the AI Agent before you rely on it
Partly availableCheck how skills and drafts behave on real tickets before your team leans on them, and what the AI Agent does on chat.
On this page
There is no separate test chat for the AI Agent. You try it on real tickets instead, which is safe because nothing a draft says reaches a customer until a teammate sends it. The steps below give you a careful first week.
Try a new skill#
Drafts follow only active skills, so a skill has to be switched on before you can see a draft follow it. Every draft is still read before sending, so switching on a new skill risks a bad draft, not a bad reply.
Switch the skill on: open it and click Save and switch on (lead agents and admins).
Find two or three open tickets it should fit, with the search or a view.
On one of them, click Ask Haylee and ask for a draft: "draft a reply here". She knows which ticket you are on.
Read her answer and the draft, and open What this draft was written from. The skill should be listed in bold.
If the draft is wrong, change the skill and ask again.
To try a skill on a fresh question, write to your own support address from a personal email account, as a customer would. The message arrives as a ticket like any other. Close it when you are done.
What to check in each draft#
| Check | Where to look |
|---|---|
| The right skill was followed | What this draft was written from, skills in bold |
| No made-up facts | Every date, amount, code and policy in the draft should come from the skill, a macro, an earlier reply or the ticket |
| Gaps were left as gaps | Fill in before sending lists them; a recurring gap means a bracket to fill in the skill |
| Promises were kept | Already promised on this ticket matches what the draft says |
| It sounds like your team | Compare with a reply your team sent recently; adjust How your team writes if not |
You can also ask Haylee directly which skill she would follow for a ticket and why. Her answer shows whether When to use it reads the way you intended.
Try actions safely#
Leave store actions and closing on Asks a person at first. Haylee then writes in an internal note what she would do, such as "this order qualifies for a free replacement under the damaged-items skill", without doing it. Read a week of those notes. If they are consistently right for one action, an admin can set that action to Does it in AI Agent > Actions. See Actions and what Haylee may do.
Watch the first weeks#
AI Agent > Performance shows which skills drafts followed and how many of their drafts your team used or discarded. A skill with a low use share is the one to reread first. See AI Agent performance report.
The AI Agent and chat#
The AI Agent does not chat with shoppers live on your store. A chat that comes in becomes a ticket like any other, and drafts work on it the same way: a teammate reads the draft and sends the reply in the chat. Customers on chat therefore wait for a person. For chat hours, offline messages and the widget itself, see Set up chat.
Not available#
A preview window where you write as a pretend customer and watch the reply appear.
Choosing a test customer or test order for a preview.
Trying a skill while it is still a draft.
Related articles
- SkillsCreate, switch on, change and archive the skills that tell drafted replies and Haylee how your team handles each kind of request.
- Writing skills that workHow drafts choose a skill, how to word the steps so drafts follow them, and what to check when a draft ignores a skill or gets it wrong.
- Actions and what Haylee may doThe actions library, the 15 built-in actions in your helpdesk and Shopify store, and how to choose for each one whether Haylee does it, asks a person or leaves it alone.
- Haylee, Growth Dept's AI agentWho Haylee is, what she does in your helpdesk and in Slack, what she never does, and how to ask her for help from any page.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.