Customization
Customization is where you tune the assistant's appearance, engagement, upsell and returns behaviour. It lives at Chat agent → Assistant, on the Customization tab.
What can I change?
Four groups of settings:
| Group | What it covers |
|---|---|
| Appearance | How the assistant looks on your storefront. |
| Engagement | When and how it approaches shoppers. |
| Upsell | What it suggests alongside what a shopper is looking at. |
| Returns | How it handles return requests. |
How does this relate to the Widget screen?
Widget covers installation and the basics - position, language, logo. Customization is the behavioural detail on top of that.
What decides how it speaks?
Brand voice, not this screen. These settings control what the assistant does; the voice profile controls how it sounds.
What can it actually do for a shopper?
See What the AI agent can do for the full list of capabilities, and Inbox for what it hands back to you.