Before you start
Your AI agent must be created (AI Agents > Create Agent)
Shopify must be connected (Settings > Integrations) — most actions depend on Shopify data
SMS registration must be approved (Settings > Trust Center) before enabling SMS actions
AI agent actions overview
Your AI voice agent doesn't just answer questions — it can take real actions during a call. These are powered by your Shopify integration and configured per agent.
Go to AI Agents > select your agent to enable or disable each action.
Toggleable actions
These are turned on or off per agent in the AI Agents settings page.
Track order status
The AI looks up a customer's order in Shopify and provides:
Current order status (processing, shipped, delivered)
Tracking number and carrier
Estimated delivery date
Shipping address confirmation
How customers trigger it: "Where's my order?" / "Can you check my tracking?" / "When will my package arrive?"
Requires: Shopify integration connected.
Cancel orders
The AI can cancel an order directly in Shopify, with eligibility checks:
Verifies the order hasn't already shipped
Confirms cancellation with the customer before processing
Processes the cancellation in Shopify
How customers trigger it: "I want to cancel my order" / "Can you cancel order #1234?"
Tip: If you want the AI to check with a human before canceling high-value orders, add a behavioral guideline: "For orders over $200, transfer to a live agent instead of canceling directly."
Send SMS
During a call, the AI can text the customer:
Checkout links — send a cart link with or without a discount applied
Return labels — text a prepaid return label link
Tracking info — send tracking number and carrier link
Discount codes — text a promo code for the customer to use later
How customers trigger it: "Can you send me a link?" / "Can you text me the tracking?"
Requires: SMS registration approved on the phone number (Settings > Trust Center). If SMS isn't approved yet, disable this action to prevent the AI from promising texts it can't deliver.
Create draft orders
The AI can build an order in Shopify for:
Phone sales — customer wants to buy something over the phone
Exchanges — swap one product for another
Custom orders — bundle items, apply special pricing
The AI creates a draft order in Shopify and can send the customer a checkout link via SMS to complete payment.
How customers trigger it: "I'd like to order the blue one in size large" / "Can I exchange this for a different color?"
Initiate returns
The AI can start the return process:
Checks return eligibility against your Shopify return policy
Collects the reason for return
Initiates the return in Shopify
Can send a return label via SMS
How customers trigger it: "I want to return this" / "How do I send this back?"
Tip: Add behavioral guidelines for return edge cases: "If the item is outside the return window, offer store credit as an alternative before transferring to a live agent."
Update shipping address
The AI can update a customer's shipping address on an unshipped order:
Verifies the order hasn't shipped yet
Confirms the new address with the customer
Updates the order in Shopify
How customers trigger it: "I need to change my shipping address" / "I gave you the wrong address"
Verify with your Consio contact: The product reference lists additional toggleable actions (book callbacks with context handoff, log support tickets) that may not yet be visible in all workspaces. Ask your account manager which actions are available in your workspace.
Always-on capabilities
These don't have toggles — they're part of the core AI behavior on every call:
FAQ resolution — answers questions using your knowledge base (shipping, returns, sizing, product info)
Product guidance — recommends products, explains features, compares options using Shopify catalog data
Lead qualification — identifies sales opportunities and captures intent
Objection handling — uses knowledge base and behavioral guidelines to address concerns
Call summarization — creates an AI summary of every call for your records and help desk tickets
How to enable or disable actions
Go to AI Agents in the left sidebar
Select the agent you want to configure
Scroll to the Actions section
Toggle each action on or off
Click Save
Changes take effect on the next call — no restart or downtime required.
How to verify it worked
After enabling an action, test it in the Test Agent panel:
"I want to cancel order #12345"
"Can you text me a checkout link?"
"I'd like to return the shoes I bought last week"
"Where's my order?"
"I need to change my shipping address"
Verify the AI handles each one correctly before going live. If the AI says it can't perform an action you've enabled, check that Shopify is connected and the relevant data exists (e.g., the test order number is real).
Configuration tips
Start conservative. Enable only the actions your team is comfortable with the AI handling. You can always enable more later.
Use behavioral guidelines as guardrails. For any action, you can add conditions in your behavioral guidelines:
Only create draft orders for items under $100. For higher-value orders, transfer to the sales team.
Only initiate returns within the 30-day return window. For older orders, transfer to support.
What the AI can't do (yet)
Modify subscriptions — subscription changes require human intervention
Process refunds — the AI can initiate a return, but actual refund processing goes through your team
Access external systems — the AI only accesses Shopify data. It can't look up information in other systems (ERP, warehouse, etc.)
Make outbound calls — AI outbound calling is in development. Currently, the AI handles inbound only
Related articles
Setting up your AI Voice Agent — initial agent creation and configuration
Building your AI knowledge base — improving the accuracy behind your agent's answers
AI agent behavioral guidelines — controlling how your agent uses these actions
SMS registration & opt-in policy setup — required before enabling SMS actions