This article sums up the Kanal AI Agent's abilities and limits, so you know what you can hand over to it and what stays with your team.
The AI Agent is available on the Scale and Business plans, with a connected Shopify store.
What the AI can do
Answer questions from your sources: website pages, Shopify catalog, Custom Q&A, documents and the context entered in Personality.
Recommend products from your catalog, as product cards with buttons. Only products that are active in the AI Agent's Shopify section are suggested.
Understand images and voice messages sent by your customers, in addition to text.
Track an order, after checking the customer's identity. See Order tracking by the AI Agent and identity verification.
Reply in the customer's language, 24/7.
What the AI never does
The AI never performs a financial or commercial action on an order:
it does not refund;
it does not grant discounts or commercial gestures;
it does not cancel orders.
These requests, like complaints, emergencies or a customer asking for a human, trigger an escalation to your team. See AI Agent escalation to your team.
Messages the AI does not receive
Button clicks, list replies, stickers and locations never reach the AI. A video or document is only handled when it comes with a caption. The other conditions are detailed in When does the AI Agent reply?.
Good to know
The prices and stock the AI knows are those from the last Shopify sync, not real time.
To enforce a rule (e.g. "never offer a discount"), write it in your Custom Instructions: they take precedence over the other sources.
Each reply costs 0.05 €. See AI Agent pricing.