The WAX AI Agent lets you automatically answer customer questions, draw on a knowledge base and hand the conversation over to a human agent when needed.
The AI Agent can:
automatically answer frequent questions;
rely on a knowledge base (PDFs, pages, key information);
detect situations that need human intervention;
escalate the conversation to a support tool or by email.
It improves responsiveness while keeping the customer experience smooth.
Agent Settings
This section lets you turn on and customize your AI Agent.
Active: turn the AI Agent on or off.
Name: the name shown to customers in conversations.
Organization description: describe your company and what you do. This helps the AI Agent understand your context and give more relevant answers.
Tone of voice: the tone the AI Agent uses in its replies (e.g. helpful, professional, friendly).
Additional instructions: specific rules for the AI Agent to follow. Example: when a customer asks about delivery, the AI shares the Shipping & Returns page.
These settings define how the AI Agent communicates, behaves and replies to customer messages.
Escalation Behavior
Click Escalation Behavior.
Check that escalation to a human agent is turned on.
In Unpause AI Agent automatic replies after, select the duration you want: shorter if your support is fast, longer if tickets take more time.
Turn on Send email notifications for escalations.
Fill in the Support Email field.
Click Save.
The AI Agent pauses after an escalation and resumes automatically after the set duration.
Knowledge Base
Click Knowledge Base.
Click Import PDF and select the file.
Wait for the import to finish and check that the document appears in the list.
These documents are the AI's library for answering additional questions.
For Shopify stores, the AI already retrieves your site information automatically (product pages, shipping, returns policy, etc.).
For non-Shopify websites, WAX automatically crawls your site, up to 1,000 pages, and refreshes this information every 7 days.
PDFs come on top, to add context, precision or specific cases.
Write useful content
Use short, clear sentences. Avoid vague or salesy wording.
Give answers the customer can act on: the more precise the answer, the less often a human needs to step in.
Base your Q&As on questions your support team actually receives, including edge cases (delays, exceptions, countries you don't ship to…).
The information in your PDFs must not contradict your website. Conflicting information can lead to inconsistent answers.
We strongly recommend a Question / Answer format in your PDFs. Example:
Q: What are your delivery times? A: Orders are prepared within 24 to 48 hours and delivered within 3 to 5 business days.
Q: Do you ship internationally? A: Yes, we ship to Europe and North America. Shipping costs may vary by destination.
Organize your documents
One PDF per topic (strongly recommended) makes maintenance and updates easier. For example: one PDF for shipping & returns, one for payment & billing, one for products & ingredients, one for customer service.
Playground
Click Playground.
Type a question as a customer would.
Check the AI's answer.
Go back and adjust the settings if needed.
The Playground lets you test before going live.