Configure your AI assistant

Features · Updated Aug 23, 2026

The AI settings page controls who your assistant is, how it talks, and what it is allowed to do. Open RagChat and go to Settings → AI.

AI agent

The AI agent toggle at the top sets the default for new conversations. When on (the default), the AI answers new chats automatically. When off, new chats wait for you in the inbox.

You can also turn the AI on or off for a single conversation from the inbox, without changing this default. See Manage conversations in the inbox.

Persona

Bot name: the name shoppers see in the chat. The default is "Rae AI".
Tone of voice: choose Professional, Friendly, or Playful. The default is Friendly.
Custom instructions: free-form rules and brand voice for the AI, for example "We only ship within Canada. Never promise delivery dates." Requires the Standard plan or higher. See Plans and pricing.

Capabilities

Each capability is a simple toggle:

Offer discounts: share your approved discount codes within your rules. Off by default, Standard plan or higher. See Let the AI offer discount codes.
Look up orders: show order status and tracking after the customer verifies their order number and email. On by default. See Let shoppers track orders in chat.
Collect leads: ask visitors for their name and email early in the conversation. On by default. See Collect leads in chat.

The Capabilities section of the AI settings with toggles for Offer discounts, Look up orders, and Collect leads

Human handoff

The Human handoff section controls when a conversation moves between the AI and your team. Both toggles are available on every plan.

Pause AI when a customer asks for a human: when on, the AI stops replying in that conversation as soon as the shopper asks for a person, and waits for you. Off by default, meaning the AI keeps helping until you jump in.
Resume AI when a conversation is resolved: when on, marking a conversation as resolved hands it back to the AI, so the shopper's next message in that thread is answered automatically again. On by default. It applies no matter how the AI was turned off in that conversation, and only works while the AI agent toggle above is on. Turn it off if you want a conversation to stay with your team after you resolve it.

Languages

There is nothing to configure. RagChat auto-detects the shopper's language and replies in it.

Test it in the Playground

The Playground at the bottom of the page is a live copy of your widget wired to your real settings and knowledge. Chat with it exactly as a shopper would to check the tone, answers, and capabilities before going live. Playground conversations never appear in your inbox or stats.

Still stuck? Message us from the chat widget and we'll help.