Getting Started with Bisso

Find Bisso in the Shopify App Store and click Add app. You will be prompted to grant Bisso the permissions it needs — these cover reading orders, products, customers, and writing refunds and cancellations on your behalf.

The OAuth flow completes in seconds. Once approved, you are redirected to the Bisso dashboard where your store is already connected and ready to configure.

Go to Settings → AI Configuration in your dashboard. The key options are:

• Autopilot mode: When enabled, the AI sends responses automatically for high-confidence replies. When disabled, all AI-generated replies are saved as drafts for your review before sending.
• Refund limit: Set a maximum refund amount (in your store currency) that the AI is allowed to approve without human review. Requests above this threshold are escalated to your team.
• Tone: Choose how the AI communicates — Professional, Friendly, or Concise. This shapes all generated replies to match your brand voice.
• Confidence threshold: Responses below this confidence level are held as drafts rather than sent automatically, giving you control over edge cases.

Save your settings at any time. Changes take effect on the next ticket processed.

Navigate to Knowledge Base in the sidebar. Here you can upload the information that shapes how your AI answers store-specific questions.

• FAQ upload: Paste or upload a list of frequently asked questions and answers. The AI uses this as its primary reference when a question falls outside order data.
• Policies: Add your return policy, shipping policy, and any custom rules so the AI can quote them accurately.
• Product details: For stores with complex or technical products, add supplementary descriptions that the AI can draw on when customers ask detailed questions.

Entries are searchable by the AI during every conversation. The more relevant context you add, the more accurate and confident the AI becomes.

Before enabling autopilot in production, test the AI in sandbox mode. Open any existing ticket and click Test AI response — this generates a reply without sending it, so you can review the AI's reasoning and output.

When you are satisfied with the quality of responses:

1. Go to Settings → AI Configuration
2. Toggle Autopilot mode on
3. Save — the AI will begin handling incoming tickets immediately

You can monitor all AI activity under Tickets. Escalated or low-confidence tickets appear in your queue for manual review. You can adjust the confidence threshold at any time to tune how aggressively the AI acts autonomously.