Automation home and connected channels
See everything that runs without a person in one place, and choose where Haylee works and which chats offer order management and article suggestions.
On this page
AI Agent > Automation home lists everything in your helpdesk that answers, sorts or acts on tickets without a person, and says whether each one is on:
| Automation | What the card says |
|---|---|
| Haylee, the AI agent | Whether she is linked, how many skills are active, how many actions she does herself, and on how many channels she works |
| Flows | How many guided chat conversations are switched on |
| Order management | In how many chats customers can track and change orders, or that a store needs connecting first |
| Article suggestions | In how many chats the first message gets help center articles |
| Rules | How many rules are switched on |
| Auto-assignment | Whether tickets go to available team members, or back to the agent who last answered |
| Auto-merge | Whether a customer's tickets are merged, and within how many days |
| SLAs | How many policies are switched on |
| Satisfaction survey | After which kinds of tickets the survey goes out |
Click a card to open its settings. When chat automation has done something in the last 30 days, the page also shows how many conversations it resolved without a person, how many flows were started and handed to the team, how many articles were suggested and how many orders were looked up. Open the report goes to Analytics > Automation.
Anyone can read the page. What each card links to keeps its own rules for who can change it.
Connected channels#
Connected channels shows where automation runs, channel by channel. Only admins change it.
Where Haylee works#
Switch Haylee on or off for each kind of channel: email, chat, contact forms, SMS, phone, and everything else (help center and tickets made through the API). With a channel off, the helpdesk refuses her drafts and actions on its tickets, so she leaves them to your team. Rules, flows and the other automations keep running there. Everything starts on.
Your channels#
Every mailbox, chat, contact form and help center is listed with what runs on it:
Haylee: whether she works on that channel's tickets.
Flows: for a chat, how many switched-on flows it offers. Choose them on the chat's Automate tab.
Order management and Article suggestions: switch them on or off for each chat here. The chat's other settings stay as they are. Order management also needs a connected store and the choices on Workflows > Order management; suggestions use the chat's help center.
Click a channel's name to open its settings.
Related articles
- Flows: guided answers in chatBuild a flow of buttons, short answers and questions that walks chat visitors to an answer or hands them to your team with the path they took.
- Order self-service in chatLet chat visitors confirm their email with a code, see their recent orders and tracking, and ask for a return, a cancellation or help with a problem.
- Article recommendations in chatSuggest up to three help center articles under a visitor's first chat message, and close the conversation when one of them answers the question.
- 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.
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.