REP AI tool permissions: control what your AI support agent can do
REP AI tool permissions decide which actions the AI is actually given for each custom support policy, so your policy says when to cancel an order and the permission says whether the AI can. Set them in each support skill's custom policy: on a new policy anything that changes an order starts switched off, and handing off to a person always stays on.
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Transcript
Tool permissions per policy
A custom policy is a set of instructions the AI reads. Tool permissions decide which tools it's actually given, and on a new policy, anything that changes an order starts switched off.
Policy says when, permission whether
Your policy says when to cancel. The permission says whether the AI can. A sentence can be misread, a tool that was never handed over can't be called.
Switched off, not dead end
So when a shopper asks for something you've switched off, the AI says plainly it can't do that in chat and passes the conversation to your team with the order untouched.
One switch per order skill
Every skill that can change an order gets its own switch, handing off to a person stays on in all of them.
Existing policies keep every tool
Policies written before this keep every tool on, so nothing changes until you decide it should.
Common questions
Can I stop REP AI from cancelling orders?
Yes. Leave Cancel order unchecked in the skill's tool permissions and the AI is never given that tool, even if your policy mentions it; it tells the shopper it can't do that in chat and hands the conversation to your team.
Do my existing custom policies change with tool permissions?
No. Policies written before this keep every tool on, so nothing changes until you uncheck a box.
Can I turn off handoff to a person in REP AI?
No. Escalate to support is always enabled, in every skill.
See it working on your own store.
