User Guide
Build, train and manage your AI agent
Version 2.0 · July 2026
Welcome to Ragently — the platform for building an AI agent that does more than answer questions: it looks up orders, creates returns, recommends products and sends checkout links. This guide describes the full setup of the application, screen by screen.
Ragently is an AI platform for customer contact. You build an AI agent that answers questions based on your own knowledge, and that also performs real actions in your store: looking up orders, changing addresses, creating returns, proposing refunds, recommending products and sending checkout links.
You decide per chatbot what the AI may know and may do. Everything is built from a handful of fixed building blocks.
Note: The AI answers strictly from your knowledge sources and connected systems. If the answer is not there, it does not invent one: it falls back to your fallback message or escalates.
This guide covers the application. If you are building an integration on our API or the Custom Commerce integration, see the developer guide and API reference via the docs navigation at the top of this page.
There are three ways in:
New accounts start with a 7-day trial. During the trial you have the limits of the Starter plan: 100 conversations and 1 chatbot. No credit card is required; the sidebar shows how many days are left.
Note: Via Shopify you approve the Starter subscription once when you install; nothing is charged during the trial, and when it ends the trial automatically converts to Starter (€39 per month, or $39 if your Shopify store is billed in US dollars). If you do not want that, cancel the trial before the last day under Settings → Billing. Your chatbot, documents and conversations are preserved.
The dashboard shows a checklist that takes you to a live chat in seven steps. You can hide it and resume later.
The left sidebar takes you to the main sections:
Your profile sits at the bottom of the sidebar. The gear icon opens Account, Notifications, Billing and Security, and switches between light and dark mode.
Go to Training Center and click New chat. The wizard has two sections and a summary panel that updates live.
After Create chat you can continue to the AI instructions, or return to the overview.
Note: The number of chatbots depends on your plan: 1 on Starter, 3 on Growth and 10 on Pro. At the limit you get a notice with an upgrade option.
In the Training Center you test your chat exactly as a customer experiences it. The widget floats in the bottom-right corner, alongside test scenarios you can send to the chat in one click and a checklist covering the key cases: shipping, returns, order tracking, unsupported questions and tone of voice.
The Inspector panel shows what drives each answer: the linked AI instruction, the chat behaviour, the number of active knowledge sources and the deployment status. From there you jump straight to the setting you want to change.
Note: The chat in the Training Center is not a demo — it is your real chat, connected live to your store. If you test actions that touch orders (placing, editing, cancelling or refunding), create a test order in your store first. Training orders are marked and are excluded from your statistics.
Under Actions → AI settings you control how the model answers:
Tip: You can apply these settings to a single bot, or to every bot in your account at once.
The Knowledge Base determines what your chat can talk about. Every source is linked to a specific chat, except the product catalogue: that applies to your entire workspace.
Tip: Q&A pairs are ideal for business information that appears in no document, such as opening hours, delivery times or warranty periods.
Note: The number of document uploads depends on your plan: 10 on Starter, 25 on Growth and unlimited on Pro. Combining multiple types of knowledge sources is available from Growth onwards.
The AI instruction defines who your AI is: role, tone, boundaries and when it hands over. The System Prompts page lists all your instructions, each card showing the word count, linked Q&A items and whether it is active.
Click New prompt and choose your method:
An instruction only takes effect once you link it. Use Link on the prompt card to pick the chat, and Unlink to detach it from one chat or from all chats at once. A single instruction can be linked to multiple chats.
Note: Without a linked AI instruction you cannot deploy a chat. The Training Center flags this in its setup card as well.
The Q&A button on a prompt card opens the Q&A builder, where you add question-and-answer pairs that belong to that instruction. They are used alongside your documents when composing an answer.
Tip: Do you see a question going unanswered in the Inbox? Add it as a Q&A pair — that is the fastest way to close a gap in your knowledge.
On the Bot page you configure per chatbot what the AI is allowed to do. Select the chatbot at the top first. The page has four tabs; tabs with required fields still missing are flagged.
Note: You only see the actions, and the refund and return cards, that your connected platform supports. The stock card appears with an active Shopify connection. Returns work on every supported platform; on some of them Ragently registers the request and you process it further in your own back office.
Here you write the three fallback messages: when the AI does not know the answer, on a technical error, and for inappropriate questions. All three are required.
Tip: Always offer an alternative in a fallback, such as a handover to a human. It prevents abandoned conversations.
You can give external AI assistants access to your chatbot through the API or MCP connection. They receive the same answers, product recommendations, sources and checkout links as a visitor on your site, so a shopper can check out with you from their own assistant. This tab holds the public bot token and the endpoint.
Note: Every conversation through an external assistant counts towards your monthly usage.
Once your store is connected, the AI does more than answer questions. Below are the actions it can perform during a conversation. What is actually enabled is up to you, per chatbot, on the Bot page, Sales tab.
On the Design page you adjust the appearance and the texts of the widget. Pick the chatbot you are designing for at the top; on the right a live preview updates as you type.
This is what visitors see the moment they open the chat. Leave a field empty to use the default text in the visitor's language.
You set colours for the header, the chat window, the bot and user bubbles, the suggestions, the input field, the footer and the send button. Each colour is set individually with the colour picker or an exact HEX code.
Tip: Under Adopt your store's colours, enter your public store URL. Ragently detects the colours of that page, after which you only need to review them and save.
On the Pro plan you can hide the Powered by Ragently label.
Note: If you leave the page with unsaved changes, or switch to another bot, Ragently warns you before the design is lost.
A chat is only useful once it lives somewhere. Ragently supports your own website, the major store platforms and several messaging channels.
The embed code generates a temporary user ID per visitor, so a conversation continues when someone navigates to another page.
Note: There are no IDs to copy: the configuration is fetched automatically. If your connection breaks or new permissions are required, the integration page shows a Reconnect button.
You connect these platforms under Integrations. You choose there which chatbot is active on the store; what the AI may do is set on the Bot page. For WooCommerce placement runs through the plugin; on Wix you never touch any code.
Ragently registers the webhook automatically. You can connect several Telegram bots side by side and activate, deactivate or delete each one separately. Available from Growth onwards.
If you delete the channel, Ragently stops replying; your WhatsApp Business account stays intact. Available on Pro.
Connect your Facebook page and choose which chatbot answers. Your AI then also handles messages via Facebook Messenger and Instagram Direct. Available on Pro.
Note: For each channel the overview shows the status, the linked chatbot and the creation date. You can deactivate a channel temporarily without deleting it.
Under Integrations you connect Ragently to the systems you already use. Integrations are grouped by role:
Note: The number of active integrations depends on your plan: 1 on Starter, 2 on Growth and 5 on Pro.
Which actions the AI may carry out in your store is not set here but per chatbot on the Bot page, Sales tab (see 6.1). Looking up products, customers and orders is always allowed; changes are switched on or off per action.
Tip: Only switch an action on once you have tested in the Training Center how the AI handles it.
Note: Webhooks and API access are part of the Pro plan.
The Inbox is your team's workspace: follow conversations, take them over from the AI and close them.
Note: On plans without live takeover the Inbox is read-only. You then see the tabs All, AI-handled and Recent and can review the full chat history, but not reply.
Customers holds the profiles your AI built from conversations, leads and returns. Per customer you see name, email address, phone number, the channels they used, when they were first and last seen, and a timeline of every conversation, lead and return.
Note: The customer overview and customer memory are part of the Pro plan. If you switch memory off, existing profiles remain visible and can still be deleted.
This page lists the return requests your AI registered on behalf of customers. By default you see the requests awaiting review; the All filter shows the full history.
A return is Pending, Approved, Rejected, Completed or Failed. Failed means processing in your store did not succeed and you can retry. If a return label was created, the link sits with the request.
Tip: Want to review everything yourself? Choose Approve first in the chat behaviour. Want speed? Choose Automatic, and the AI settles returns within your return window straight away.
When your chatbot captures contact details during a conversation, they appear in the leads overview with date, name, email address, phone number and interest. If you connected a CRM integration, leads are pushed there automatically and carry a Synced badge.
The dashboard shows what Ragently delivers. At the top you pick the period: last 7 days, this month, last month, last 3 months or this year. Every value is compared with the previous period.
The trend chart shows the development over the selected period. You can switch metric between conversations, resolved chats, conversions and missed questions.
AI Insights shows what your customers are telling you, including the top topics. The attention panel highlights up to three items worth following up — for example a low resolution rate, many escalations or disappointing customer satisfaction — with a direct button to update your knowledge or review the relevant conversations.
At the bottom sits the operational overview: your monthly usage, the number of extra conversations beyond your bundle, the price per extra conversation and the platform and API status.
Tip: If you use a test environment, test conversations are counted separately and are not billed.
Under Settings → Access & Invitations you generate an invitation link for administrators. You copy that link to the new administrator, and you can regenerate it (which invalidates the old one) or revoke it. The link shows how often it has been used and when it expires.
Administrators work in the same workspace and have access to the dashboard, chats and knowledge sources. Billing and ownership rights stay with the account owner. You can remove an administrator at any time.
Besides administrators you can invite learner accounts. They land in a restricted environment with only the Training Center and the Knowledge Base, without billing or app configuration. This too runs on an invitation link you can regenerate or revoke.
Under Settings → Account you manage your profile picture, first and last name, email address, company name, phone number, language (Dutch or English) and time zone.
Missing something? Settings → Feedback sends an idea, an improvement or a problem report straight to our team.
Ragently has three plans alongside the trial. You can pay monthly or annually; annual billing is roughly 20% cheaper.
Shopify stores are billed through Shopify: in euros when the store's Shopify billing currency is EUR, otherwise in US dollars — at the same amounts as below ($39, $79, $179). That is also what the Shopify App Store listing shows.
| Starter | Growth | Pro | |
|---|---|---|---|
| Price per month | €39 | €79 | €179 |
| Price per year | €372 | €756 | €1,716 |
| Included conversations per month | 100 | 500 | 2,500 |
| Price per extra conversation (monthly plans only) | €0.35 | €0.18 | €0.09 |
| Chatbots | 1 | 3 | 10 |
| Stores | 1 | 2 | 5 |
| Active integrations | 1 | 2 | 5 |
| Document uploads | 10 | 25 | Unlimited |
| Feature | Starter | Growth | Pro |
|---|---|---|---|
| Store connection & product knowledge | |||
| Escalation via form, email or phone | |||
| Live takeover by an agent | |||
| Upselling & checkout upsell | |||
| Appointment booking via your calendar | |||
| Automatic escalation & urgency detection | |||
| Multiple types of knowledge sources | |||
| Telegram channel | |||
| WhatsApp, Messenger & Instagram | |||
| Refunds executed by the AI | |||
| Customer memory & customer profiles | |||
| API access & webhooks | |||
| Conversation exports | |||
| Remove Ragently branding | |||
| Priority support |
Every plan includes a monthly bundle of conversations. As you approach the limit you get a notice. Once the bundle is used up, new customer conversations are paused until you activate extra conversations or upgrade. Extra conversations are charged per conversation at your plan's rate and invoiced at the end of the period.
Tip: Ragently calculates whether upgrading is cheaper than continuing on extra conversations, and shows that recommendation on the dashboard.
Settings → Billing shows your current plan, your usage, your payment method and your invoices. On an upgrade you get immediate access to the new features and limits, and the difference is prorated. A downgrade takes effect at the end of your current billing period; until then you keep your current level. Before you confirm, you see exactly what you gain or lose.
Note: If you pay through Shopify, billing runs through your Shopify account. If a downgrade puts you over a limit — more chatbots than the new plan allows, for example — the surplus chatbots are disabled until you upgrade again.
First check that a relevant knowledge source is linked to that chat and that its status is Active. Then add a Q&A pair to the AI instruction, or upload a document containing the answer. The AI deliberately invents nothing outside your knowledge sources.
Order and customer actions only work once the customer is verified with their email address and order number, and the matching action is switched on for that chatbot. Check the latter on the Bot page, Sales tab.
Documents are usually processed within a few minutes. A product catalogue takes longer for large assortments. You can follow the status in the Knowledge Base.
Yes, depending on your plan. Every chatbot has its own knowledge, behaviour, design and embed code — handy if you want to separate by brand, language or channel.
As soon as an agent takes a conversation over, the AI stops replying in it. In the Training Center you return a chat to AI mode in one click.
Go to Integrations, open the platform in question and click Reconnect. This is usually needed after a password change, after app permissions were revoked, or when new features require additional permissions.
New customer conversations are paused until you activate extra conversations or upgrade. Extra conversations are charged at your plan's rate and invoiced at the end of the period.
Open the customer under Customers and choose Forget this customer. The profile, the linked identities and the memory are permanently deleted; conversations, leads and returns remain but are no longer tied to the profile.
Go to Settings → Billing and choose Cancel subscription. You keep access until the end of your current billing period.
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