Reference
AI brain
Two parts work together: intents recognise what a customer is asking, and store knowledge grounds the answer. Without the knowledge, a confident model invents your return policy.
Short answer
Add your own Gemini or OpenAI key, then fill in store knowledge and persona under Intelligence → AI. Train intents under Intelligence → Intents: each holds example phrases and an action (reply, start a flow, assign an agent, or escalate). Inactive intents never match in production.
Bring your own key#
The AI runs on your own Gemini or OpenAI key, added under Intelligence → AI. Your provider bills you for usage, and you’re never tied to a model TopEdge chose.
No key? Keyword-matched intents with fixed replies still work.
Store knowledge#
This is everything the AI is allowed to know. Gaps are where it invents answers, so state your limits as clearly as your offers.
- Shipping: dispatch time, delivery time by region, couriers, and what happens when an order is late.
- Returns and exchanges: the window, condition rules, who pays return shipping, how refunds are issued.
- Payments: accepted methods, COD availability and any COD fee.
- Sizing, materials and care: whatever your category always gets asked.
- What you don’t offer: for example, no international shipping or no exchange on sale items.
Persona#
Sets the assistant’s name and tone. Keep it close to how your brand already writes.
A quirky persona reads badly on a complaint, which is exactly when tone matters most.
Intents#
| Field | Notes |
|---|---|
| Name | What the customer is asking, such as "Shipping time". |
| Example phrases | Five to ten, in customers’ real words — Hinglish, abbreviations and typos included. |
| Action | Reply with text, start a flow, assign to an agent, or escalate. |
| Active toggle | Off means it never matches in production, however well trained it is. |
The test tool#
| Result | What to do |
|---|---|
| Right intent, high confidence | Nothing. |
| Right intent, low confidence | Add three to five more phrases worded like the test message. |
| Wrong intent | Two intents compete — split them, or deactivate the duplicate. |
| No match | Expected for new questions. Make sure your flow fallback reaches a human. |
Frequently asked questions
- Can I use the AI brain without an OpenAI or Gemini key?
- Partly. Intents that match on keywords and reply with fixed text work without a key. Generated answers grounded in your store knowledge need one, because that’s where the model call happens, and your provider bills you for it.
- Why does my intent match with low confidence?
- The example phrases are worded the way you write, not the way customers do. Real messages are short, unpunctuated and often Hinglish. Paste five more phrases straight from your inbox and the score moves immediately.