AI Agent

What the AI Agent Does

Cove AI is Convot's built-in support agent - it answers customer questions from your curated knowledge, escalates when unsure, and knows about your changelog, roadmap, and scheduling.

Training Your Bot

Add knowledge sources - help articles, Q&A snippets, web pages, and uploaded files - then run Train AI to embed them so Cove AI can answer from them.

Suggest Mode vs Auto-Reply

Start in Suggest mode so agents review every draft, then graduate to Auto once you trust the bot's quality - or use Auto when offline as a middle ground.

The Abstain Gate

Cove AI escalates to your team instead of guessing when it is not confident - the confidence threshold controls how strict that bar is.

Q&A Snippets

Q&A snippets are hand-written question-and-answer pairs that override or supplement your knowledge base for specific, high-priority questions.

Knowledge Gaps

The Knowledge gaps report surfaces recurring questions the AI agent could not answer, clustered by topic so you know exactly what to document next.

Cost Controls

Cove AI charges per reply, not per conversation - here is what drives the cost and how to keep it predictable.

AI Agent Analytics

The AI agent analytics dashboard shows deflection rate, CSAT, cost, handled volume, daily activity trends, suggest-mode trust data, and knowledge gaps.

Reviewing Bot Suggestions

In Suggest mode, agents review every bot draft in the inbox - accept, edit, or reject. Each action feeds back into the analytics so you can track quality over time.

First-time setup - enabling Cove AI

Enable the AI agent for your app, pick a starting mode, and understand how all the setup pieces fit together before you train and go live.

Bot persona - name, avatar, and context

Set the bot's display name, upload an avatar, write a business context that grounds its answers, and add instruction rules it follows in every reply.

Behavior settings

Configure how Cove AI engages - AI model choice, vision, citations, tone of voice, language, clarifying questions, and plan-aware answers using Shopify merchant data.

Test console

Use the test console to ask questions the way a customer would, verify the bot answers correctly, read the confidence score and sources, and debug unexpected escalations before going live.