> For the complete documentation index, see [llms.txt](https://docs.yedric.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.yedric.ai/shopify/going-deeper/assistant.md).

# Assistant

Set who answers in Shopify, what your Yedric assistant is called, how it sounds, and its always and never rules, with a live chat preview.

The **Assistant** page is where you decide who answers, what your assistant is called, how it sounds, and what it should always or never do. A preview of the real chat sits beside the form and follows every change.

[image:Screenshot of the Yedric Assistant page in the Shopify admin (Apps > Yedric > Assistant), desktop width 1600 by 900, with the form on the left (Who answers, Name and greeting, Voice, Instructions) and the chat preview docked open on the right showing the example question "Do you ship to Canada?" and the assistant's answer. Spotlight the chat preview.]

The first time you open the page, every field is filled in and a **Save** button sits at the top, so one click is enough. After that, changes bring up Shopify's save bar at the top of the admin, with **Save** and **Discard**.

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## Who answers

How support is shared between your assistant and your team:

* **My assistant first, then my team**: It answers what it can and offers a person when needed.
* **My assistant handles everything**: No live chat. Shoppers are pointed to your email when it cannot help.
* **My team first**: It answers quick questions and hands everything else to your team.

When your team takes over, shoppers wait in Chats in the Yedric dashboard. Set the hours your team is around in [Staff hours](https://docs.yedric.ai/shopify/going-deeper/team-inbox/#staff-hours), so shoppers who ask for a person outside them hear when your team is back. See [Live chat and the inbox](https://docs.yedric.ai/shopify/going-deeper/team-inbox/).

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## Name and greeting

* **Name**: What your assistant is called. It appears at the top of the chat. Up to 60 characters.
* **Greeting**: The first thing it says when the chat opens. Up to 500 characters.

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## Voice

* **Tone**: **Friendly**, **Neutral**, **Formal** or **Playful**.
* **Reply length**: **Short**, **Balanced** or **Detailed**.
* **Use emoji now and then**: Off by default.

The preview shows the same example question answered in the voice you pick, so you can compare them before you save. Ask the preview your own question and it answers for real, from your store.

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## Instructions

Your assistant's instructions, in plain words. They start from a template written for online stores.

**Start from a preset** replaces the instructions and the greeting with one of the ready-made starting points. You can edit the text freely afterwards.

### Rules

Under the instructions, **Rules** summarizes how many rules you have, such as "3 rules". Click **Show** to edit them. Pick a suggestion or write your own, the way you would tell a new teammate. Each list holds up to 10 rules.

* **Hand over to your team when**: Your assistant offers to bring in a person. Suggestions include "the shopper asks for a person", "they ask for a refund", "they are upset" and "an order arrived damaged". This list is hidden when your assistant handles everything.
* **Stay away from**: Topics it politely declines, such as "medical advice", "other stores and competitors" or "delivery date promises".
* **Always**: Things it does in every conversation where they fit, such as "link to the product page it mentions" or "ask one question when the request is unclear".

![Screenshot of the Rules area of the Yedric Assistant page (Apps > Yedric > Assistant), expanded with Show, displaying the three lists "Hand over to your team when", "Stay away from" and "Always", each with suggestion chips starting with "+" and a text field with an Add button, focused on the suggestion chips under "Hand over to your team when"](https://docs.yedric.ai/assets/2026-10-23-shopify-going-deeper-assistant-rules-suggestions.png)

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## The preview

The preview is the real chat widget, drawn with your saved look from [Settings](https://docs.yedric.ai/shopify/going-deeper/settings/) and your unsaved name and greeting. It shows the suggested questions shoppers will see when they open the chat. Questions you ask in the preview are answered by your saved assistant, and they do not count as shopper conversations.