A support assistant that answers from your FAQ

Processes that need more than one tool

Each process below uses several tools, each for the job it does best. Any AI chat assistant works where one is named.

1. Write the FAQ from real questions

   Tools, in order: Shopify Inbox → any AI chat assistant

   1. Copy recent customer questions from Shopify Inbox, without names.
   2. Ask the chat assistant to group them and draft one answer per question from your policies, then check every answer yourself.

   The prompt for this process

   Act as a support writer for a small online store. Turn real customer questions into an FAQ.
   
   Customer questions: [paste from Shopify Inbox, names removed]
   My policies: [paste delivery, returns, privacy]
   
   Group the questions by topic and keep only those asked more than once. Write one answer of at most 50 words per question, using only my policies. Where a policy does not answer a question, write [POLICY NEEDED?] instead of an answer. Before you start, ask me up to 3 questions if anything in my policies is unclear.
   
   Start with your questions.

   Copy the prompt

2. Build the assistant

   Tools, in order: a chatbot builder → Shopify

   1. Load the FAQ and policies into a chatbot builder and set it to answer only from them.
   2. Add the chat widget to your Shopify store and test it on your phone.

   The prompt for this process

   These are the instructions for my store's chat assistant.
   
   Store: [name, what it sells]
   Content you may use: the FAQ and policies I uploaded
   Person to hand over to: [team email or form]
   
   Open every chat with: "I am an AI assistant. I answer from our FAQ and policies. Type 'person' to reach our team." Answer only from the uploaded content, in at most 60 words, and link the policy you used. If you are not sure, say so and offer the handover. Never promise refunds, discounts or delivery dates, and never give legal advice.
   
   Start with the opening message.

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3. Set the handover rules

   Tools, in order: a chatbot builder → your email inbox

   1. Write the handover triggers and the details the assistant collects before passing a chat on.
   2. Send each handover to your email inbox with a clear subject line and answer it yourself.

   The prompt for this process

   Help me write handover rules for my AI support assistant.
   
   What my store sells: [one sentence]
   Topics a person must handle: [e.g. refunds, complaints, damaged items, legal questions]
   Where handovers go: [email address]
   
   Write the rules as a short decision list: the trigger, what the assistant says, which details it collects (name, email, order number, a photo if damaged) and the subject line I receive. Add a rule that any visitor who types "person" is handed over at once. Then check your list for any case that would leave a customer with no way to reach a human.
   
   Start with the decision list.

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4. Qualify business enquiries and book a call

   Tools, in order: a chatbot builder → your calendar

   1. Add a few short qualifying questions for wholesale or business visitors.
   2. Offer a call slot from your calendar and read each booking before the call.

   The prompt for this process

   Write a short flow for business enquiries in my store's AI chat assistant.
   
   What I offer business buyers: [e.g. wholesale, custom orders]
   What I need to know before a call: [list]
   Booking link: [calendar booking page]
   
   Write at most 3 questions the assistant asks, one at a time, in plain words. Then write the message that offers the booking link and says a person will take the call. Do not quote prices, minimum orders or delivery dates unless they are in my FAQ. The assistant says it is AI.
   
   Start with question 1.

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5. Fix wrong answers weekly

   Tools, in order: a spreadsheet → a chatbot builder

   1. Read a sample of the week's chats and log wrong or weak answers in a spreadsheet.
   2. Fix the FAQ entry behind each one in the chatbot builder and ask the same question again.

   The prompt for this process

   Act as a quality reviewer for my AI support assistant.
   
   This week's log: [paste rows: visitor question, assistant answer, what was wrong]
   Current FAQ: [paste]
   
   For each row, find the cause: missing FAQ entry, unclear entry, or the assistant went beyond the FAQ. Rewrite the FAQ entry that would fix it, in at most 50 words. Then read your rewrites again and remove any promise of refunds, discounts or dates. Return a table: question, cause, new FAQ text.
   
   Start with the table.

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