Set up AI Customer Service in 10 minutes

#Before you begin

Make sure the current Desktop is signed in and will remain online, the target Shop is Authorized, and the account has at least one usable model. Also prepare a messaging channel for important decisions: Feishu is recommended, while WeChat and Telegram are supported alternatives.

This quick start pairs each setting with the behavior it controls. By the end, you will have one complete loop: AI handles routine conversations → an important decision is delivered to an operator → the operator responds from a messaging channel → AI returns to the original conversation and executes it.

#1. Enable the service and choose how it runs

Open Shops and select the Shop you want AI to handle. Enable AI Customer Service from Overview, then open the AI Customer Service tab:

1. Confirm that Service status is active.
2. Enable Handle Customer Service on this device. New conversations are assigned to that Desktop, so it needs to remain online.
3. Confirm that an Agent run profile is selected. A newly enabled Shop receives the built-in Customer Service profile by default, and you may replace it with a profile maintained by your team.
4. Leave Customer Service model on Global default unless this Shop needs a specific override.

APP CAPTUREThe Shop-level AI Customer Service settings in the English light interface. Check service status, this-device assignment, Agent permissions, and the Customer Service model from the left navigation.

The demo Shop intentionally shows “Handle Customer Service on this device” turned off so the first required action is visible. Turn it on before taking the Shop live.

#2. Configure AI boundaries and human escalation together

Stay in the Shop’s AI Customer Service tab. Configure Escalation delivery first, then write Business instructions. These settings belong together: Business instructions define when AI must stop for a human decision, while Escalation delivery defines who receives it and where.

APP CAPTUREThe English light-theme advanced AI Customer Service settings. Escalation delivery selects the messaging channel and responsible recipient.

Under Escalation delivery:

1. Select a connected Feishu, WeChat, or Telegram account.
2. Select the responsible operator or business group as the recipient.
3. Prefer Feishu when your team already works there: each escalation arrives as a fillable form card with both the decision and completion status.

Then use Business instructions to define:

• product, delivery, and aftersales work AI may answer or execute directly;
• limits or conditions for refunds, returns, reshipments, and compensation;
• promises AI must not make, such as an unconfirmed delivery date;
• information to collect before escalating incomplete, conflicting, or out-of-authority cases.

This is not a way to make AI merely assist an operator. AI remains responsible for the majority of conversations; the rules reserve a small set of irreversible or high-risk decisions for people.

#3. Verify AI with a routine conversation

Open Customer Service → Conversations and select a conversation. The upper-right control should read AI enabled. AI continues owning that conversation while it is on; turning it off affects only the selected conversation, not the Shop-wide service.

APP CAPTUREThe English light-theme conversation inbox with Sonia W. selected. AI enabled is visible in the upper-right, while the list shows replied, pending, and escalated states.

In the demo world, Sonia W. requests a full-order refund. AI reads the order, checks the context, and continues the conversation. When the amount exceeds the autonomous boundary defined in Business instructions, it avoids promising an outcome, creates an escalation, and keeps the buyer appropriately informed.

#4. Make the human decision in Feishu, WeChat, or Telegram

When an escalation is created, the configured channel receives the Shop, conversation, buyer, order, reason, and context. The responsible operator does not need to keep Desktop in the foreground:

• Feishu: enter the Decision in the escalation card, choose Unresolved or Resolved, and submit.
• WeChat / Telegram: reply directly to the escalation notification. Reply to or quote the original notification so the Escalation ID remains visible in context.

The scene below uses the actual fields and states of the product’s Feishu card. Enter a decision and submit it as Resolved to see the card header change from orange pending to green complete.