# Connect your store

Connect your webshop to Nousu so your agent can look up orders, customers, and products to handle customer questions end to end.

Once your store is connected, Nousu can pull live commerce data and answer customer questions with real order, product, and policy context.

{% hint style="info" %}
Already installed on your store? Jump to [Train your agent](/nousu/getting-started/train-your-agent) to set up knowledge and workflows.
{% endhint %}

## What Nousu reads from your store

Nousu uses store data only to provide better customer support:

* **Orders** — check status, tracking, and return eligibility
* **Customers** — recognize returning shoppers and past conversations
* **Products** — give concrete recommendations and product answers

You can pause or remove the connection at any time from your platform settings (for example in Shopify).

## Next steps

* [Shopify widget installation](/nousu/getting-started/readme/shopify-widget)
* [WooCommerce setup](/nousu/integrations/overview/woocommerce)
* [Integrations overview](/nousu/integrations/overview)


# Shopify live chat widget

Install the Nousu live chat widget on your Shopify store using the theme editor — no code or Agent ID required.

The Nousu widget adds a chat button to your storefront. Customers can ask questions and get answers based on your catalog, order data, and knowledge base.

## Install in three steps

1. **Open Nousu** → go to **Widget & UI → Setup → Installation**
2. **Click Open theme editor** — this opens the correct screen in Shopify
3. **Enable Nousu Chat Widget, click Save, then open your store**

Nousu links your store automatically. You do **not** need to copy or paste an Agent ID in the Shopify app anymore.

The installation page shows live status as soon as the widget loads on your storefront.

### Verify it works

After saving in the theme editor, open your live store in a new tab. The chat button should appear within a few seconds.

**Note:** The widget may not appear inside the Shopify Theme Editor preview. Always test on the live storefront.

### Customize the widget

In **Widget & UI** you can change:

* Button and header colors
* Position (corners and offset)
* Popup triggers
* Contact options on the welcome screen
* Avatar and branding

Changes apply to the live widget once saved.

### Popup triggers

Under **Widget & UI → Popup Triggers** you can proactively open the chat, for example:

* **Time on page** — after X seconds
* **No scroll** — visitor idle for X seconds
* **Pages visited** — after X page views
* **Exit intent** — cursor moves toward leaving the page

Keep it light: one or two active triggers is usually enough.

## FAQ

**Can I temporarily disable the widget?**\
Turn off **Nousu Chat Widget** in the Shopify theme editor and save.

**Does it work on mobile?**\
Yes. The widget adapts to all screen sizes.

**Multiple stores?**\
Each Nousu site connects to one store. Switch sites in the dashboard for multi-store setups.

**Widget not showing?**\
Confirm the app block is enabled and saved, then hard-refresh your store in a private window. Check the installation status panel in Nousu for domain or password-protection hints.


# Resync store data

Manually resync products, collections, and other store data when automatic sync has fallen behind.

Product, collection, and customer data usually stay in sync automatically. If something looks stale, you can trigger a manual sync.

## Shopify

1. Open **Integrations** in the sidebar
2. Select **Shopify**
3. Open the configuration section
4. Run the sync option you need (products, collections, and so on)

Large catalogs can take several minutes. A short cooldown applies between sync runs to protect your store API limits.

## WooCommerce

After the plugin is connected, data syncs through the WooCommerce integration. If orders or products look outdated, open **Integrations → WooCommerce** and run a manual sync from there.


# Train your agent

Train your AI agent in three steps: scrape your website, write knowledge articles, and give feedback on conversations.

A Nousu agent already knows how to look up orders, start return flows, and help customers in chat. What it does not know yet is your specific policies, procedures, and tone of voice. Training turns it into a reliable digital teammate for your store.

Training works best in this order:

1. **Scrape your website** — import existing FAQ and policy pages
2. **Write articles** — add internal rules and edge cases
3. **Give feedback** — correct answers so the knowledge base stays accurate

***

## Step 1: Scrape your website

The fastest way to give your agent context is to scrape pages you already publish.

### How to do it

1. Go to **Agent → Knowledge base**
2. Click **Scrape website** in the toolbar
3. Enter a URL (for example `https://yourshop.com/faq`)
4. Click **Scrape**

The text is imported, chunked, and indexed. Within a few seconds the article is live for the agent.

### Which pages to scrape first

| Page                | Why                                          |
| ------------------- | -------------------------------------------- |
| **FAQ**             | Covers the most common questions immediately |
| **Return policy**   | High-volume topic in ecommerce support       |
| **Shipping policy** | Delivery times, costs, regions               |
| **About / Contact** | Hours, phone, location                       |
| **Warranty policy** | Terms and procedures                         |

> **Tip:** After scraping, open the article and edit out navigation/footer text that was pulled in accidentally.

***

## Step 2: Write articles

Scraping captures what is already public. Your team often knows more than the website says:

* Internal procedures not published online
* Specific rules (for example "returns after 30 days only with receipt")
* Exceptions to standard policy
* Product-specific details (size charts, care instructions)
* Answers to questions your team gets repeatedly

### Add an article

1. Go to **Agent → Knowledge base**
2. Click **New article**
3. Choose a type (Article, Snippet, Internal, and so on)
4. Add a clear title and content
5. Optionally assign a category
6. Click **Save**

### Writing tips

**Write the way customers search.** The agent matches on meaning, but concrete customer language still helps retrieval.

**One topic per article.** Three short articles beat one long page.

**Be specific.** "Returns within 30 days" beats "Returns within the stated period."

**Use snippets for facts.** Opening hours, phone numbers, and short rules fit well in snippets.

> More detail: [Knowledge base best practices](/nousu/knowledge-base/best-practices).

***

## Step 3: Give feedback on conversations

The most reliable way to improve answers is to review real conversations in the **Inbox**.

On AI messages you can give a thumbs up or thumbs down:

* **Thumbs up** — records a positive signal
* **Thumbs down** — opens a correction flow

When a correction is about missing or wrong facts, Nousu merges it into the relevant knowledge base article (or creates a new one). That keeps the knowledge base as the single source of truth.

Behavioral corrections are stored as feedback only. The old auto-learn / guideline system has been removed.

> For repeatable workflows and approval rules, use [Skills](/nousu/agent-intelligence/skills) instead of trying to "train" behavior through one-off corrections.

***

## How much training is enough?

| Phase        | What you do                                                | Expected result                       |
| ------------ | ---------------------------------------------------------- | ------------------------------------- |
| **Day 1**    | Scrape 3–5 site pages                                      | Agent handles basic FAQs              |
| **Week 1**   | Add 10–15 policy articles                                  | Agent resolves many routine questions |
| **Week 2–4** | Review a few conversations daily and fix KB gaps           | Fewer wrong answers on edge cases     |
| **Ongoing**  | Update KB when policy changes; refine Skills for workflows | Stable, predictable handling          |

> Small, regular updates beat one large training session.

***

## Next steps

* [Manage articles](/nousu/knowledge-base/manage-articles)
* [Best practices](/nousu/knowledge-base/best-practices)
* [Skills](/nousu/agent-intelligence/skills)
* [Agent & Tools](/nousu/settings/agent-and-tools)


# Manage articles

Add and manage knowledge base articles, website scrapes, PDFs, and other sources your agent uses to answer customers.

The **Knowledge base** (under **Agent → Knowledge base**) is your agent's primary source of truth. Everything you add here can be retrieved when customers ask questions.

## Article types

| Type              | Description         | When to use                                        |
| ----------------- | ------------------- | -------------------------------------------------- |
| **Article**       | Hand-written text   | Policies, procedures, FAQs                         |
| **Website (URL)** | Scraped page        | Existing FAQ or policy pages                       |
| **Snippet**       | Short factual text  | Hours, contact details, one-liners                 |
| **PDF**           | Uploaded document   | Manuals, size charts, warranty PDFs                |
| **Internal**      | Team-only reference | Rules the agent should know but not quote verbatim |
| **Text upload**   | Bulk import         | Large text dumps                                   |
| **Feed**          | Automated feed      | Dynamic product or inventory data                  |
| **Shopify**       | From Shopify        | Product descriptions, collections, policies        |

## Add an article

1. Open **Knowledge base**
2. Click **New article**
3. Choose a type
4. Fill in title, optional category, and content
5. Click **Save**

After saving, the article is processed and indexed — usually within seconds.

### Article status

* **New** — created, not yet processed
* **Processing** — being chunked and indexed
* **Live** — ready for the agent
* **Error** — processing failed; open the article for details

## Scrape a website

1. Click **Scrape website** in the toolbar
2. Enter the URL
3. Click **Scrape**

Good first targets: FAQ, returns, shipping, about, and contact pages.

### Re-scrape

When a page changes on your site, use **Re-scrape** on an existing URL article to refresh content without creating a duplicate. A short cooldown applies between scrape runs.

## Upload a PDF

1. Click **Upload PDF**
2. Select a file
3. Nousu extracts text (including OCR for scans)
4. Review and edit the extracted content before saving

## Categories

Use categories such as Shipping, Returns, Products, and General to keep the library organized and filter quickly in the UI.

## Conflict detection

When a teammate corrects an AI answer, Nousu checks whether a knowledge article contained outdated information. Articles with open conflicts are flagged in the knowledge base stats bar.

To resolve:

1. Filter for articles with conflicts
2. Open the article
3. Fix the content
4. Save — the conflict clears automatically

> Review conflict flags weekly so customers stop seeing the same mistake.


# Best practices

Write knowledge base content that helps your AI agent find accurate answers quickly.

Your knowledge base quality directly determines answer quality. These practices separate a decent agent from a reliable one.

## How the agent uses your knowledge base

When a customer asks something, Nousu:

1. **Understands intent** — information lookup vs. an action (track order, start a return)
2. **Uses conversation context** — follow-ups like "Can that be faster?" stay on topic
3. **Searches by meaning** — not just exact keyword match
4. **Picks the best chunk** — most relevant, highest-confidence result wins
5. **Answers naturally** — paraphrases instead of copying articles verbatim

> **Important:** When the knowledge base has a clear answer, the agent should not invent alternatives. Accurate articles prevent hallucinations.

## Seven rules

### 1. Write the way customers search

**Good:** "How much does return shipping cost? Returns are free within the Netherlands."

**Weak:** "RMA policy §3.2: reverse logistics borne by the consignor per T\&C."

### 2. One topic per article

Split long pages into focused articles. Shorter, scoped articles retrieve better.

### 3. Use clear titles

Prefer question-style titles: "How long does delivery take?" over "Info" or "Policy item 12".

### 4. Be specific

Include numbers, deadlines, amounts, and exceptions.

### 5. Cover common phrasings

One article can mention "delivery time", "when will my package arrive", and "shipping to Belgium" if they share the same answer.

### 6. Keep content current

After every policy change, update the knowledge base. Re-scrape public pages when they change.

### 7. Use categories deliberately

Suggested groups: Shipping, Returns, Payment, Products, General.

## Product page context

When a visitor chats from a product page, Nousu adds product context to retrieval. Articles that mention product names (size charts, care instructions) surface automatically on those pages.

## Snippets vs. articles

Use **snippets** for atomic facts. Use **articles** for procedures and nuance.

## Internal articles

**Internal** articles teach the agent background rules without quoting them to customers — escalation limits, discount caps, or campaign context.

## Common mistakes

| Mistake            | Effect                 | Fix                               |
| ------------------ | ---------------------- | --------------------------------- |
| Very long articles | Diluted retrieval      | Split into focused articles       |
| Vague policy       | Vague answers          | Add concrete terms and numbers    |
| Duplicate sources  | Contradictions         | One source of truth per topic     |
| Never updating     | Stale answers          | Monthly review + re-scrape        |
| Scrape-only setup  | Missing internal rules | Add team-only procedures manually |


# Inbox

Work customer chats, email threads, tasks, and approvals from the unified Nousu Inbox.

The **Inbox** is your main workspace for every customer conversation and internal task. Chat, email, escalations, and approval requests all live here — there is no separate Action Hub or Returns queue anymore.

## Layout

* **Left** — filters and views
* **Center** — conversation list
* **Right** — open thread, composer, and context panel

## Views

| View                  | Shows                                                                      |
| --------------------- | -------------------------------------------------------------------------- |
| **All conversations** | Every open thread                                                          |
| **Assigned to me**    | Threads assigned to you                                                    |
| **Incidents**         | Escalations and urgent issues                                              |
| **Tasks**             | Internal threads and approval requests (returns, write actions, team work) |
| **Later**             | Snoozed threads, sorted by wake time                                       |
| **Handled by Nousu**  | Resolved without human involvement                                         |

Use **Status** filters (waiting, escalation, agent, AI, open, resolved) to slice the queue further.

## Message types

* **AI messages** — generated by Nousu
* **Teammate messages** — sent by your team
* **System messages** — handovers, status changes, approvals
* **Approval requests** — actions waiting for a human decision

## Take over a conversation

1. Open the thread
2. Click **Take over**
3. You reply directly; Nousu pauses auto-replies
4. Click **Hand back to Nousu** when the agent can resume

Presence indicators show when another teammate is already viewing the thread.

## Tasks and approvals

When Nousu needs permission for a consequential action — such as creating a return above your auto-approve threshold — it adds an **approval request** to the customer thread and surfaces the work in **Tasks**.

From there you can:

* **Approve** — Nousu executes the action
* **Reject** — the action is blocked; follow up with the customer manually
* **Review context** — order details, chat history, and the proposed action are in the same thread

You can also start internal **Tasks** yourself (for example "Check whether order #1042 qualifies for a goodwill refund") from the Inbox.

> Returns and other write actions no longer appear in a separate Returns menu item. Handle them from the relevant conversation or the **Tasks** view.

## Feedback on AI answers

Use thumbs up / thumbs down on AI messages. Factual corrections merge into the knowledge base. See [Train your agent](/nousu/getting-started/train-your-agent).

## Assignment and notes

Assign threads to teammates from the thread header. Add **internal notes** visible only to your team.

## Attachments

Customers can send images, video, PDFs, and other files in chat. Previews appear inline in the thread.

## Tips

* Check **Incidents** and **Tasks** first — those customers or actions are waiting on a human
* Snooze threads with a reason when you are waiting on a carrier or supplier
* Close resolved threads to keep the queue clean
* Give KB feedback when an answer was almost right but factually off

## Related

* [Inbound email](/nousu/communication/inbound-email)
* [Managing returns](/nousu/returns/managing-returns)
* [Skills](/nousu/agent-intelligence/skills)


# Inbound email

Forward customer email to Nousu and review AI-drafted replies from the Inbox.

Email is handled inside the unified **Inbox**, not a separate email-only screen. Nousu drafts replies from your knowledge base, store data, and conversation history. Your team approves before anything is sent.

## How it works

1. **Customer emails you** — mail arrives at your Nousu inbound address
2. **Nousu drafts a reply** — based on KB, orders, and prior threads
3. **Your team reviews** — in the Inbox thread
4. **Approve and send** — or edit / discard the draft

## Your inbound address

Each site gets a unique address:

```
yourstore@inbound.nousu.nl
```

Find it in the Inbox when setting up email forwarding.

## Set up forwarding

Create a forwarding rule at your email provider (Gmail, Outlook, etc.) that sends a copy to your Nousu inbound address. Keeping a copy in your original mailbox is recommended.

### Gmail example

Settings → Forwarding and POP/IMAP → add forwarding address → confirm verification → forward a copy to Nousu.

### Outlook example

Settings → Mail → Forwarding → enable → enter your Nousu address.

## Review a draft

1. Open the email thread in the **Inbox**
2. Read the inbound message and Nousu draft side by side
3. **Approve & send**, **Edit**, or **Reject**

## Style

Email replies use a slightly more formal tone than live chat, informed by your [Brand Voice](/nousu/settings/brand-voice) settings.

## FAQ

**Can Nousu send email without approval?**\
No. Email is always reviewed before sending.

**How fast is the draft?**\
Usually within about 30 seconds of receipt.

**Prior chat context?**\
Yes. If the customer chatted before, that context is available when drafting.

**Attachments?**\
Email body text is analyzed. Attachments are not processed by the AI today.


# Skills

Skills are executable playbooks that tell Nousu how to handle specific request types, with guards and approval rules enforced by the platform.

**Skills** (under **Agent → Skills**) replace the old Learning & Evaluation dashboard and Policy Center. They are optional playbooks for repeatable workflows — returns, goodwill gestures, escalations, and other store-specific procedures.

Nousu works out of the box without Skills. Add them when you want your team's way of working encoded for specific scenarios.

## What a Skill is

A Skill is a structured document that includes:

* **Procedure** — steps Nousu should follow in prose
* **Guards** — hard rules checked before an action runs (order value, time window, product type)
* **Actions** — connector operations such as creating a return or issuing a discount
* **Authority** — what Nousu may do alone vs. what needs approval

The model interprets the procedure. The platform verifies every consequential action — approval never bypasses a failed guard.

## Skill lifecycle

| Status      | Meaning                                        |
| ----------- | ---------------------------------------------- |
| **Draft**   | Work in progress, not live                     |
| **Testing** | Try in the test environment                    |
| **Active**  | Used in production conversations               |
| **Retired** | Removed from the index, history kept for audit |

Create a draft, iterate, test, then **Activate**. Major edits should go through **Edit as new version** so you keep an audit trail.

## When to use Skills

| Use Skills for                         | Use the knowledge base for    |
| -------------------------------------- | ----------------------------- |
| Multi-step workflows                   | Static facts and policies     |
| Conditional logic ("if order < €100…") | FAQ answers                   |
| Actions that need approval             | Opening hours, shipping times |
| Escalation playbooks                   | Product care instructions     |

## Escalation and routing

Escalation rules now live in Skills instead of **Integrations → Escalation rules**. Define when Nousu should hand off to a human, what to tell the customer, and what brief the team receives.

Pair Skills with [Slack notifications](/nousu/integrations/overview) so the team sees escalations immediately.

## Authority and approvals

Each action has an authority level:

* **Autonomous** — Nousu executes when guards pass
* **Approval required** — teammate must approve in the Inbox
* **Denied** — action unavailable

Example: a Skill may allow refunds under €50 automatically but require approval above that — even if a teammate clicks approve on a €120 order, guards still block it.

## Getting started

1. Open **Agent → Skills**
2. Click **New skill**
3. Name it and write the procedure
4. Add guards and actions as needed
5. Test in **Agent → Test environment**
6. Activate when ready

> **Tip:** Start with one high-volume workflow (standard returns, damaged-in-transit, late delivery) before covering every edge case.

## Related

* [Agent Trace](/nousu/agent-intelligence/agent-trace) — see decisions, evidence, and tasks per conversation
* [Inbox](/nousu/communication/inbox) — where approvals land
* [Agent & Tools](/nousu/settings/agent-and-tools) — enable/disable base tools


# Promise management

Promise management monitors delivery expectations and drafts proactive customer emails before deadlines are missed.

> **Note:** Promise management is available on Nousu Plus plans.

**Promise management** (under **Agent → Promise management**) tracks shipping and delivery commitments. When an order risks missing expectations, Nousu can draft a proactive email for your team to review — before the customer complains.

## How it works

Nousu evaluates recent orders (default: last 14 days) using:

1. **Cutoff time** — last moment same-day processing happens (for example 16:00)
2. **Processing days** — warehouse handling time before shipment
3. **Delivery window** — min/max transit days after ship
4. **Working days** — days you ship (for example Mon–Fri)

From that it derives **ship-by** and **deliver-by** dates per order.

## Dashboard metrics

| Metric                | Meaning                       |
| --------------------- | ----------------------------- |
| **Total evaluated**   | Orders assessed in the period |
| **On track**          | Meeting expectations          |
| **Extra monitoring**  | Flagged for closer watch      |
| **Action taken**      | Someone owns the case         |
| **Customer informed** | Proactive email sent          |

## Situations

Each order gets a situation label such as:

* **On track** — no action needed
* **Monitoring** — watch closely
* **Action taken** — draft email prepared
* **Resolved** — handled

## Responsibility inbox

When a deadline is at risk, a draft email appears for review, sorted by urgency:

1. **Breached** — delivery date passed
2. **At risk** — deadline approaching with warning signs
3. **Normal** — minor deviation

Each draft includes order details, shipment status, and suggested subject/body.

**Approve & send**, edit, or dismiss.

## Configure settings

Use the settings control in Promise management to adjust cutoff, processing days, delivery windows, working days, and whether proactive drafts are generated.

> Set delivery windows slightly wider than your average. You catch real problems without noise.

## Related

* [Inbox](/nousu/communication/inbox) — review and send drafts
* [Integrations → Sendcloud](/nousu/integrations/overview) — tracking data


# Agent Trace

Agent Trace shows the decision, evidence, and task chain behind each conversation for debugging and quality review.

**Agent Trace** (under **Agent → Agent Trace**) is an internal audit view. It shows how Nousu reached a response: decisions, retrieved evidence, spawned tasks, and action attempts.

Use it when you need to answer "Why did the agent say that?" or "What did it try to do?"

## What you see

For a selected conversation:

| Tab           | Contents                                               |
| ------------- | ------------------------------------------------------ |
| **Decisions** | Key routing and reasoning steps                        |
| **Evidence**  | Knowledge chunks, order data, and other sources used   |
| **Tasks**     | Subagent or async work (browser checks, research jobs) |

Each task links to its status, result artifacts, and any screenshots captured.

## When to use Agent Trace

* A customer got a wrong fact — see which source was retrieved
* An action was blocked — inspect guards and authority verdicts
* A return or refund stalled — follow the approval chain
* Training teammates on how Nousu handles complex cases

## Relationship to Skills and Inbox

* **Skills** define what *should* happen
* **Inbox** is where humans approve or take over
* **Agent Trace** is the receipt for what *did* happen

Agent Trace replaced the old Learning & Evaluation metrics dashboard. Continuous improvement now happens through knowledge base updates, Skills, and Inbox feedback — not automatic guideline learning.

## Tips

* Open Trace from a conversation you are reviewing in the Inbox
* Compare evidence to your knowledge base when answers drift
* Use findings to update articles or tighten Skill guards


# Customize the widget

Customize colors, position, popup triggers, contact options, and installation for your live chat widget.

Under **Widget & UI** you control how the chat widget looks and behaves on your storefront. Changes apply live after you save.

## Colors & style

* **Primary color** — chat button and header
* **Secondary color** — accents and links
* **Text color** — copy inside the widget
* **Button size** — sm / md / lg
* **Corner radius**
* **Online indicator**, **logo**, **custom icon**, **company name**

## Position

* **Corner** — bottom-right (default), bottom-left, top-right, top-left
* **X / Y offset** — distance from the edge in pixels

## Popup triggers

Proactive messages based on:

| Trigger           | Behavior                     |
| ----------------- | ---------------------------- |
| **Time on page**  | Opens after X seconds        |
| **No scroll**     | Visitor idle X seconds       |
| **Pages visited** | After X pages                |
| **Exit intent**   | Cursor leaves toward the top |

Configure name, enabled state, threshold, and message per trigger. The **E-commerce template** loads a sensible default set for stores.

## Contact options

Manage buttons on the welcome screen (chat, email, WhatsApp links, and so on) under **Contact options**.

## Installation

See platform-specific guides:

* [Shopify widget](/nousu/getting-started/readme/shopify-widget) — enable the app block in the theme editor
* [WooCommerce](/nousu/integrations/overview/woocommerce) — automatic via the WordPress plugin

The **Installation** tab shows live detection status and manual embed code if you need a custom setup.


# Overview

Connect Shopify, WooCommerce, Sendcloud, Slack, and MCP tools to extend what your Nousu agent can do.

Under **Integrations** you connect external services so Nousu can read store data, send notifications, and execute approved actions.

## Shopify

Core integration for Shopify stores.

**Capabilities**

* Look up orders, tracking, and line items
* Search products, variants, and inventory
* Start return flows (subject to Skills, guards, and approval)
* Recognize returning customers

**Connect**

1. **Integrations → Shopify**
2. Click **Connect**
3. Authorize in Shopify
4. Products and collections sync automatically

Manual resync: open Shopify configuration and run the sync you need. See [Resync store data](/nousu/getting-started/readme/resync).

## WooCommerce

WordPress plugin integration.

**Capabilities**

* Order lookup
* Product search
* Return and refund flows (with approval where configured)

**Connect**

1. **Integrations → WooCommerce**
2. Download the personalized plugin
3. Install and activate in WordPress
4. Confirm connection status in Nousu

Full steps: [WooCommerce setup](/nousu/integrations/overview/woocommerce).

## Sendcloud

Adds shipment tracking and carrier context to order answers.

1. **Integrations → Sendcloud**
2. Follow the connection wizard
3. Nousu can fetch tracking when customers ask about delivery

## Slack

Notify your team in real time.

1. **Integrations → Slack**
2. **Connect to Slack** and pick a channel

Typical notifications:

| Event             | Description        |
| ----------------- | ------------------ |
| **New live chat** | Session started    |
| **Escalation**    | Handed to a human  |
| **Handover**      | Teammate took over |

Optional: include customer name and email in the Slack message.

## MCP servers

**Integrations → MCP Servers** exposes Model Context Protocol tools to the agent for custom APIs and internal systems.

## Escalation rules

Escalation configuration moved to [**Skills**](/nousu/agent-intelligence/skills). Define triggers, customer messaging, and team briefs there instead of under Integrations.

## Widget installation

Shopify and WooCommerce widget setup lives under **Widget & UI → Installation**. See [Shopify widget](/nousu/getting-started/readme/shopify-widget).


# WooCommerce setup

Install and connect the Nousu WooCommerce plugin so your agent can use orders, customers, and products from WordPress.

The Nousu WooCommerce plugin links your WordPress store to Nousu. After activation your agent can answer questions using live order and product data.

## WooCommerce onboarding

If you choose WooCommerce during first-time setup, Nousu walks you through:

1. Download your personalized plugin zip
2. Install and activate in WordPress
3. Wait for the automatic connection, then continue agent setup

You can also connect manually with REST API credentials if auto-connect fails.

## Requirements

* Active WordPress site with WooCommerce
* Administrator access to WordPress
* Access to your Nousu dashboard
* Store reachable from the internet (not blocked for the plugin handshake)

## Install from Nousu

1. **Integrations → WooCommerce**
2. Click **Connect** or **Download plugin**
3. In WordPress: **Plugins → Add new → Upload plugin**
4. Upload the zip, install, and **Activate**
5. Open **WooCommerce → Nousu** in WordPress to verify status

## Verify the connection

1. WordPress: **WooCommerce → Nousu** — shop name and status
2. Nousu: **Integrations → WooCommerce** — shows active

Refresh both sides if status lags a few seconds.

## Manual REST API connection

If the plugin path is blocked by hosting or security tools:

1. **Integrations → WooCommerce**
2. Expand manual connection
3. Create REST API keys in WooCommerce
4. Paste credentials and connect

## Widget

The plugin injects the chat widget automatically on storefront pages. Open your live shop once so Nousu can confirm installation under **Widget & UI → Installation**.

## Sync

Orders, products, and customers sync after connect. Trigger manual sync from the integration screen if data looks stale.

## Troubleshooting

**Plugin missing after upload** — install via **Upload plugin**, do not unzip manually on the server.

**Stuck on inactive** — confirm activation, check the site is publicly reachable, refresh Nousu.

**Security or staging plugins** — test on production or temporarily allow Nousu endpoints.

## Next step

[Integrations overview](/nousu/integrations/overview)


# Managing returns

Handle return requests initiated by your AI agent from the Inbox Tasks view and conversation threads.

Return requests no longer live in a separate top-level **Returns** menu. They flow through the **Inbox** as customer conversations plus **Tasks** when your team must approve or complete an action.

## How a return starts

When a customer wants to return something in chat:

1. Nousu asks for the order number if needed
2. Verifies the order in Shopify or WooCommerce
3. Collects items and reason
4. Runs your return Skill / policy checks
5. Either auto-approves (if configured) or requests **approval** in the thread

The customer stays in one conversation. Your team sees the approval in **Inbox → Tasks** or directly inside the customer thread.

## Review a return

1. Open the thread from **Tasks** or **All conversations**
2. Read the approval block — order, items, reason, and proposed action
3. Optionally open **Agent Trace** for evidence and guard results
4. Choose:
   * **Approve** — Nousu executes the return action
   * **Reject** — action blocked; explain next steps to the customer manually
   * **Ask for more info** — reply in the thread

## Auto-approval

In **Settings → Agent & Tools**, enable **Create returns** and optionally **Auto-approve returns under €50** (threshold configurable). Orders above the threshold always require human approval regardless of Skill wording.

## Shopify and WooCommerce

Approved returns sync to your platform where the connector supports it. Some actions may still need manual completion in Shopify admin depending on your setup and Skill configuration.

## Status tracking

Return records are still stored internally. You may see legacy return review URLs from notifications, but day-to-day work happens in the **Inbox**.

## Best practices

* Process **Tasks** daily — customers expect fast confirmation
* Use thread context to understand *why* they are returning
* Keep return policy articles up to date in the knowledge base
* Encode edge cases in a **Return Skill** (damaged goods, final sale, exchange vs refund)

## Related

* [Inbox](/nousu/communication/inbox)
* [Skills](/nousu/agent-intelligence/skills)
* [Agent & Tools](/nousu/settings/agent-and-tools)


# Agent & Tools

Configure agent name, enabled tools, escalation behavior, and reflection settings.

**Settings → Agent & Tools** controls what your Nousu agent can do and when it escalates to a teammate.

## Agent name

How the agent introduces itself in chat and email — personal ("Lisa"), neutral ("Support"), or on-brand.

## Tools

Toggle capabilities individually:

| Tool                        | What it does                                      | Default   |
| --------------------------- | ------------------------------------------------- | --------- |
| **Look up orders**          | Fetch order status and details                    | On        |
| **Create returns**          | Start return flows                                | On        |
| **Product recommendations** | Suggest relevant products                         | On        |
| **Escalate to team member** | Request human help                                | On        |
| **Browser subagent**        | Async page inspection with screenshots (fallback) | Core plan |
| **Product advisor**         | Conversational product discovery                  | Plus plan |

Disabling a tool means Nousu cannot perform that action. Customers are told to contact the team or use another channel.

### Return policies

When **Create returns** is enabled, you can allow **Auto-approve returns under €50**. Higher-value returns always require Inbox approval.

## Escalation

* **Enable escalation** — master switch
* **Max turns before escalation** — auto handoff after N turns without resolution
* **Escalation email** — optional mailbox for escalation alerts

Nousu also escalates on strong frustration, repeated failure, out-of-scope requests, or explicit requests for a human.

Detailed routing rules belong in [Skills](/nousu/agent-intelligence/skills).

## Self-reflection

When enabled, Nousu double-checks answers against available evidence before sending. Useful early on while the knowledge base is thin. Reflection logs appear in [Agent Trace](/nousu/agent-intelligence/agent-trace), not a separate learning dashboard.

## Priority labels

Create labels (name, color, optional keywords) to categorize threads in the Inbox. Labels can auto-apply on escalation and suggest default assignees.

## Models and business hours

Configure primary/fallback models, temperature, timezone, and schedule when Nousu should treat the store as open or closed.

## Related

* [Skills](/nousu/agent-intelligence/skills)
* [Brand Voice](/nousu/settings/brand-voice)


# Brand Voice

Define your agent's personality, tone, and channel-specific writing style.

**Settings → Brand Voice** shapes how Nousu speaks: tone, formality, and personality. The prompt is included in every conversation.

## Personality prompt

Free-text instructions for behavior. Presets are a starting point:

### Informal & friendly

Uses "you", warm and approachable — lifestyle and DTC brands.

### Professional

Polite and clear — B2B, electronics, formal service.

### Premium

Refined, detail-oriented — luxury and design brands.

### Custom

Include:

* Tone (casual vs formal)
* Address form (you vs formal you in your language)
* Brand vocabulary and words to avoid
* Answer length preference

**Example (sportswear):** "Be upbeat and concise. Use everyday language. Motivate without being pushy."

## Channel adaptation

Live chat stays shorter and more conversational. Email closes more formally, using your agent name and brand sign-off.

## Brand DNA (internal)

Optional background the agent uses for consistency but does not quote to customers — values, founder story, campaign context.

## Related

* [Knowledge base best practices](/nousu/knowledge-base/best-practices)
* [Inbound email](/nousu/communication/inbound-email)


# Team management

Invite teammates, assign roles, and organize groups under Settings.

Manage dashboard access under **Settings → Team members** and **Settings → Teams**.

## Roles

| Role      | Access                                            |
| --------- | ------------------------------------------------- |
| **Owner** | Full access including billing and team management |
| **Admin** | Settings, invites, conversation management        |
| **Agent** | Handle conversations and basic dashboard views    |

## Invite someone

1. **Settings → Team members**
2. Click **Invite**
3. Enter email and role
4. They receive an invitation link

Pending invites show as awaiting acceptance.

## Change or remove access

Admins and owners can change roles from the member menu or revoke access. Owners cannot be removed by others.

## Teams

**Settings → Teams** groups members for Inbox routing and filters (for example Returns team, VIP support). The Inbox sidebar shows team sections when you have more than one member per team.

Create teams in Settings; the Inbox links there rather than duplicating team management.

## Related

* [Inbox](/nousu/communication/inbox)