AI Phone Setup
We recommend spending several days testing out your AI agent before turning it live. We also offer assistance with onboarding. Email us at [email protected] to schedule a call.
Overview
Supermoon’s AI Phone agent is meant to assist support teams in answering phone calls after hours or when their team cannot reach the phone during the day. Because we serve a variety of industries and types of customers, we can only refine our AI behavior so much. For that reason, you will need to take some time to set up the behaviors (task description + rules) of your AI agent as well as the information it has access to (your knowledge base + Shopify store).
This document should be very helpful in getting your AI phone agent set up. This article will review how to understand the AI Phone settings and train your AI agent.
Setup
- Navigate to Settings → Phone in Supermoon.
- Choose a location for your phone number.
- Configure the necessary settings.
- Click Save Changes to apply your settings.
Task Description
The Task Description defines how the AI should interact with customers. While the Knowledge Base provides factual information, the Task Description guides the AI’s behavior—similar to training a human agent on how to handle calls.
Examples:
- Always collect the customer’s email before hanging up the phone.
- If a customer wants to book an appointment, ask for two preferred dates and times.
- Verify the customer’s identity using their order number and email before providing order details.
- Let customers know that exchange requests will be handled on the next business day and collect their email for follow-up.
- Transfer the call to a human agent when a customer asks about wholesale options.
Rules
Rules define what the AI must do or must not do. If you notice incorrect behavior during testing, adding a rule can help prevent future issues. For example, if the AI incorrectly attempts to book appointments on an external system, you can create a rule instructing it not to schedule appointments.
Examples:
- Do not use the word “human” when referring to an agent.
- Never promise [specific commitment or service] if it cannot be guaranteed.
If you have further questions about setup, please email us at [email protected].
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