Configure tools, surveys, and chat invitations
Enable only tested Agent actions, collect necessary visitor information, and invite shoppers without disrupting the store.
Tools, Chat survey, and Chat invitations add actions and proactive behavior around the core conversation. Each feature can improve a journey, but each also introduces a dependency or customer-facing interruption that must be tested.
This guide describes the current controls, permission boundaries, and a conservative rollout. It does not claim that every listed tool or integration is configured for every company.
How this fits into Humind
AI Agent is the configuration space for the customer-facing assistant. Knowledge and Catalog provide facts; Guidance shapes response behavior; Tools add actions; Escalation defines human support; Test surfaces let you review the result before deployment.
Changes can affect many conversations, so test representative buying and support scenarios after each meaningful update. A visually correct chat is not enough: verify the answer, product context, available action, and handoff behavior together.
Before you start
Access: Agent configuration write access is required. Chat invitations and custom-tool creation include administrator-only controls in the current workspace. Company settings may be required for dependencies.
- List the exact customer journey each tool, field, or invitation supports.
- Verify the underlying catalog, order, appointment, support, or store integration.
- Approve consent and data-collection requirements before enabling survey fields.
Step-by-step workflow
Audit available tools
Open AI Agent, then Tools. Review the active Agent tab and each tool's name, description, type, enabled state, configuration warning, and any link to a separate settings page. Configure internal settings or availability conditions where the current tool exposes them.
Enable a tool only after its dependency and failure behavior are understood. Custom API or MCP tool creation and editing are restricted to Humind administrators in the current interface.
Test actions and conditions
For each enabled tool, create a scenario that should call it and one that should not. Verify input handling, result shown to the shopper, unavailable-data behavior, and escalation when the action cannot complete.
If a tool has active conditions, confirm the summary and test each relevant branch. A condition that is too broad can expose an action in the wrong conversation.
Configure the pre-chat survey and consent
Open Chat survey. Enable the pre-chat survey only when information is needed before the conversation, then choose whether name, email, phone, and consent are required. Cookie consent has its own requirement setting.
Ask for the minimum necessary information. Review the mobile form, error handling, and what appears in Contacts and Inbox after submission.
Configure chat invitations
Open Chat invitations. Enable the invitation, write focused invitation text, decide whether to show a button, set the button label, and choose a delay between 1 and 120 seconds. The current page also exposes smart invitation behavior.
Use preview before saving. Avoid generic copy, excessive delay changes, or invitations that overlap consent banners and storefront promotions.
Roll out and measure separately
Test tools, survey, consent, and invitations independently before combining them. Then run an end-to-end storefront test on desktop and mobile and confirm Inbox and Contacts receive the expected context.
Record enablement time and monitor conversation quality, support load, and relevant Analytics. Disable the most recent change if it causes an operational or customer-experience problem.
Permissions and important caveats
- A visible tool can still require configuration in another Humind area or external system.
- Canned responses are an Inbox feature, not an Agent tool, and remain customer-facing only when inserted into a reply.
- Survey and consent settings affect what customer information is available later.
- Chat invitations are administrator-controlled in the current navigation and should be tested against real storefront overlays.
Verify the result
Use this checklist before considering the work complete:
- Every enabled tool has a positive, negative, and failure-path test.
- Survey and consent collect only approved fields and appear correctly in operations.
- Invitation text, button, delay, and mobile placement are reviewed on the live store.
- The team can identify and disable the last change if customer or operator impact is negative.
Troubleshooting
A tool says it needs configuration
Follow the configuration link shown in the tool row, complete the underlying dependency, return to Tools, and run a positive and failure-path test before enabling it broadly.
Visitor details are missing
Check whether Chat survey is enabled and which fields are required, whether the shopper completed it, and whether consent settings blocked or changed collection. Do not infer missing identity.
The chat invitation does not appear
Confirm it is enabled, the delay is valid, the current user or page meets any smart behavior, and the live storefront uses the current Agent. Test in a fresh private session.