AI brain
Two things working together: intents that recognise what a customer is asking, and store knowledge that grounds the answer. Without the knowledge, a confident model invents your return policy.
Add your own Gemini or OpenAI key, then fill store knowledge and persona under Intelligence → AI, and train intents under Intelligence → Intents. Each intent holds example phrases and an action — reply, start a flow, assign an agent, or escalate. Inactive intents never match in production.
Bring your own key
The AI runs on your own Gemini or OpenAI key, added under Intelligence → AI. Model usage is billed to you by that provider, and you are never tied to a model TopEdge chose. Keyword-matched intents with fixed replies work with no key at all.
Store knowledge
This is what the AI is allowed to know. Anything missing is where invention happens, so state the limits as explicitly as the capabilities.
- Shipping — dispatch time, delivery time by region, couriers, and what happens when an order is late.
- Returns and exchanges — window, condition requirements, who pays return shipping, how refunds are issued.
- Payments — accepted methods, COD availability and any COD fee.
- Sizing, materials and care — whatever your category is always asked.
- What you do not offer — no international shipping, no exchange on sale items.
Persona
Sets the assistant’s name and tone. Keep it close to how your brand already writes. A quirky persona reads badly on a complaint, which is exactly when tone matters most.
Intents
| Field | Notes |
|---|---|
| Name | What the customer is asking, such as "Shipping time". |
| Example phrases | Five to ten, in customers’ real words — Hinglish, abbreviations and typos included. |
| Action | Reply with text, start a flow, assign to an agent, or escalate. |
| Active toggle | Off means it never matches in production, however well trained it is. |
The test tool
| Result | What to do |
|---|---|
| Right intent, high confidence | Nothing. |
| Right intent, low confidence | Add three to five more phrases worded like the test message. |
| Wrong intent | Two intents compete — split them, or deactivate the duplicate. |
| No match | Expected for new questions. Make sure your flow fallback reaches a human. |
- Train the AI brain — The guided version of this page.
- Flow Builder — The fallback router.
- AI brain feature page — What it looks like in the product.
Frequently asked questions
Can I use the AI brain without an OpenAI or Gemini key?
Partly. Intents that match on keywords and reply with fixed text work without any key. Generated answers grounded in your store knowledge need a key, because that is where the model call happens — and it is billed to you by your provider.
Why does my intent match with low confidence?
The example phrases are worded the way you write, not the way customers do. Real messages are short, unpunctuated and often Hinglish. Paste five more phrases straight from your inbox and the score moves immediately.
Updated 2026-10-04