What is the TxtCart AI Agent?

The TxtCart AI Agent is your always-on SMS sales support teammate. It reads and responds to inbound text messages from your customers automatically, answering questions, looking up orders, recommending products, and recovering abandoned carts, all in your brand's voice.

How It Works

When a customer texts your store, the AI Agent reads their message, finds the right answer using the knowledge and policies you've provided, and responds in your brand's voice. If it can take action, like looking up an order or checking inventory, it does. If the question needs a human, it routes the conversation to your team.

What Can It Do?

The AI Agent comes with skills you can enable or disable:

Skill	What It Does
Track Order	Looks up order status, tracking numbers, and estimated delivery dates
Search Products	Searches your Shopify catalog giving real time answers about your products, all with the goal of closing the sale.
Check Inventory	Checks real-time stock availability for specific products and variants, driving your customers to the best available products for their needs
Upsell Recommendations	Suggests related products based on what's in the customer's cart or purchase history, adding incremental revenue.
Cancel Order	Understands why a customer wants to cancel, attempts to defer, and cancels unfulfilled orders.
Initiate Return	Starts the return or exchange process and routes to your team to complete it, keeping your team in control, but removing the heavy lifting.
Escalate to Human	Routes the conversation to your team. The Agent detects when it doesn’t have information to answer the question, it never makes up an answer. The Agent will also detect upset customers, and identify patterns to help you improve your site, products, or policies to increase customer retention.

Track Order, Search Products, Check Inventory, and Upsell Recommendations are enabled by default. Cancel Order and Initiate Return require you to explicitly turn them on.

How You Train It

The AI Agent learns about your business from four types of knowledge you provide:

Knowledge Sources: Pull in your Shopify policies and pages, link Google Docs or external web pages, or upload files. The AI uses these to answer questions about your brand, products, and policies.
Verified Answers: Write specific question-and-answer pairs for your most critical topics. These give you exact control over how the AI responds to common questions like "What's your return policy?"
Facts: Short, authoritative statements that override or supplement your documents. Use these to quickly correct outdated info or add new details, when you don’t need to write a full document. Example: “We ship all products within 3 business days of an order being placed.”
Guidelines: Behavioral rules the AI always follows, like "Always recommend our loyalty program" or "Never discuss competitor products."

How Billing Works

You're charged per resolution, meaning you only pay when the AI actually resolves a customer's question or request. If the AI escalates to your team, can't answer, or the customer is just chatting, you're not charged. See "How AI Resolution Billing Works" for full details.

Getting Started

Your AI Agent is available by default. During install, we gather some basic information in the onboarding wizard and pull your Shopify policies and pages to get a knowledge foundation.

To personalize the AI Agent, navigate to AI Agent in your dashboard sidebar. From there, you can configure your agent's personality, add knowledge, enable skills, and test everything in the Playground.