Concepts

AI Builder is a visual chatbot builder that lets you create rich, multi-step conversations called playbooks across platforms like:

• Web

• WhatsApp

• Instagram DMs

Navigating

You can go through your pre-trained and custom bots across web bots, WhatsApp bots and Instagram bots from the top left corner. You can use pre-trained bots for common use cases (like cart recovery or order tracking), or build custom bots from scratch using modular nodes like quick replies, forms, media, and more.

What is a playbook?

To make adding questions and creating conversations with customers easy, we created an easy-to-use interface playbook. Playbook is a set of questions or conversations, through which you can engage better with the visitors.

These conversations, once designed, can operate without any human intervention, and help in converting the visitors of your website to lead. Helping you in lead generation.

Playbook is a conversational Dialog that can be triggered like Context - the current page the visitor is on.

Parameters that can trigger a playbook

• Context - the current page the visitor is on.

• Persona - the historical content engagement of the visitor

• Action - Any event/action performed by user

Concepts in Playbooks

Events:

1. Default - This is a default playbook which is the first entry point and is a general help playbook asking visitor if they have any queries.

2. Transfer - This is a playbook which is used whenever AI Bots are not able to understand anything. They use this playbook to do a transfer to a human agent.

3. Fallback - Before triggering the transfer bot, when unrecognized input occurs the fallback step acts as a checkpoint to confirm whether the user truly wants to restart the conversation or connect with a human agent.

4. Unsubscribe - Handle opt‑outs via opt‑out nodes or conversation termination flows.

Pre‑trained Bots

Shopify includes ready‑made playbook templates, e.g., cart recovery, order updates which can be deployed with minimal customization.

Custom Bots

Playbooks built from scratch using nodes, tailored to your store’s needs (e.g., product info, upsell flows).

How they work with pre‑trained bots

Custom bots can be integrated into pre-trained flows via “Go to Playbook” or branching nodes e.g., insert a custom FAQs flow within the standard cart recovery sequence.