Training your Inbox agent
Training your Inbox agent is optional, but it's a useful way to refine your Inbox agent's voice and style so that its responses reflect your brand. You can train your Inbox agent by rating responses in practice scenarios or in real customer conversations. Your training feedback can generate updated Inbox agent persona suggestions, which you can review and accept before they become active.
Training doesn't change what your Inbox agent knows about your store. Products, policies, and page content are separate sources of information that the Inbox agent references when answering questions.
On this page
Training methods
You can train your Inbox agent using two methods:
- Practice scenarios: Review generated conversations based on your product catalog and Inbox agent persona. For each scenario, you can choose between two response options or write your own response. This method lets you shape your Inbox agent's voice before it handles real customer conversations.
- Real conversations: Rate the Inbox agent's responses in actual customer conversations. This method helps refine the Inbox agent's voice based on real interactions with your customers.
Both methods feed the training system, which can generate updated persona suggestions for you to review and accept. Updates are never applied automatically.
Train with practice scenarios
You can train your Inbox agent by reviewing practice scenarios generated from your product catalog and Inbox agent persona. For each scenario, you can choose between two response options or write your own response.
The training system generates practice scenarios to help you refine your Inbox agent's voice and tone.
Steps:
From your Shopify admin, go to Sales channels > Inbox.
Click Training, and then click Practice scenarios.
For each practice scenario, do one of the following:
- Click Prefer this response on the response option that best matches how you want your Inbox agent to communicate.
- Click Write response instead, enter your own response, and then click Submit your answer.
When you've responded to each scenario, click Finish training.
After you complete the training run, the training system generates an updated persona suggestion based on your feedback. You can review the suggested persona, compare it with your current persona, and decide whether to accept it.
Rate real conversations
You can rate the Inbox agent's responses in real customer conversations. Rating responses helps the training system understand your preferences and generate persona updates that better match your brand voice.
Steps:
From your Shopify admin, go to Sales channels > Inbox.
Click Training, and then click Real conversations.
Review the Inbox agent's response in each conversation, and then rate it with a thumbs up or thumbs down.
Optional: To provide more detailed feedback, you can edit the response or write a new one.
Your ratings feed the training system, which can generate updated persona suggestions for you to review and accept. Rating or suggesting an improved response is feedback for future training. It doesn't change the message that the customer already saw.
Review and accept persona updates
When the training system generates an updated persona based on your feedback, you can review it before accepting it. The updated persona is compared with your current active persona so you can see what changed.
Steps:
From your Shopify admin, go to Sales channels > Inbox.
In the Persona section, review the suggested persona update.
Optional: Click Compare to view the suggested persona side by side with your current persona.
To use the updated persona, click Save. Otherwise, keep your current persona.