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The CSR Agent is an AI-powered assistant that helps Customer Service Representatives efficiently manage orders, customer accounts, and order modifications through natural language conversations directly within the Kibo Admin interface.

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Overview

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What is the CSR Agent?

The CSR Agent is a conversational AI assistant designed specifically for Customer Service Representatives. Instead of navigating through multiple screens and forms in the admin interface, CSRs can describe what they need to do in plain English, and the agent will:
  • Look up orders using flexible search criteria
  • Attach customers to orders
  • Cancel items or entire orders
  • Apply appeasements and adjustments
  • Update shipping and billing addresses
  • Add products to existing orders
  • Navigate the admin UI automatically
CSR Agent helping look up an order in Kibo Admin

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Accessing the CSR Agent

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Where to Find It

The CSR Agent is accessed through the Kibo Admin interface:
  1. Log in to Kibo Admin with your CSR credentials
  2. The agent panel appears in the sidebar or as a chat widget
  3. Click on the agent icon to start a conversation

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Getting Started

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Starting a Conversation

  1. Open the CSR Agent panel in Kibo Admin
  2. Type your request or question in the message box
  3. Press Enter or click Send

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Context Awareness

The agent maintains context throughout your conversation:
  • Remembers the current order you’re working with
  • Tracks search parameters as you add details
  • Keeps customer information for the session

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Your First Request

Try a simple request to get started:
The agent will search for orders and navigate you to the result.

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Customer and Account Management

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Attaching a Customer to an Order

The agent can set or attach a customer to the current order through a guided flow. How it works:
  1. Agent gets the current order ID
  2. Prompts for customer email if not provided
  3. Looks up existing customer by email
  4. If found: Asks you to confirm, then assigns the customer
  5. If not found: Collects name information and creates an anonymous account
  6. Refreshes the admin UI after assignment
Example requests:
  • “Attach a customer to this order”
  • “Set the customer for this order to jane.smith@email.com”
  • “Add customer account to order”
Example flow:

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Creating New Customer Accounts

If a customer is not found, the agent will help create an anonymous account:

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Order Discovery and Navigation

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Flexible Order Lookup

The agent supports searching for orders using multiple criteria that can be combined:

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How Search Works

The agent maintains a search parameters object and enriches it as you provide more details:

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Search Result Handling

Searching by shipment number is handled separately and cannot be combined with other criteria:

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Order Changes and Financial Actions

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Order Cancellation

Cancel specific items or entire orders with confirmation before execution. How it works:
  1. Agent retrieves cancellable items from the order
  2. You specify which items to cancel (by description or “all”)
  3. Agent shows a cancellation summary
  4. You confirm to execute
Example requests:
  • “Cancel item Blue Running Shoes from this order”
  • “Cancel all items on this order”
  • “I need to cancel the jacket from order #12345”
Example flow:

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Order Appeasement

Apply shipment-level financial adjustments for customer service situations. How it works:
  1. Agent pulls current shipment financials
  2. If multiple shipments, you select which one
  3. Specify whether adjusting shipping or line-item totals
  4. Agent fetches and displays available appeasement reasons
  5. You select a reason and amount
  6. Appeasement is applied
Example requests:
  • “Apply an appeasement to this order”
  • “Give a $10 credit for late shipping”
  • “Adjust the shipping cost on shipment 1”
Example flow:

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Coupons and Promotions

Apply coupon codes to orders quickly. Example requests:
  • “Apply coupon code SAVE20 to this order”
  • “Add promo code FREESHIP”
  • “Use discount code HOLIDAY10”
Example flow:

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Order Adjustments

Apply or remove fixed-amount adjustments to orders. Supported adjustment types:
  • Order adjustment (overall discount/charge)
  • Shipping adjustment
  • Handling adjustment
Example requests:
  • “Add a $10 order adjustment”
  • “Apply a $5 shipping adjustment”
  • “Remove the handling adjustment from this order”
Example flow:

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Address Maintenance

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Update Shipping Address

Modify the shipping address on an order with validation. Required fields:
  • First name
  • Last name
  • Address line 1
  • City
  • State
  • Zip code
Example requests:
  • “Update the shipping address”
  • “Change shipping to 456 Oak Avenue, Chicago, IL 60601”
  • “Fix the shipping zip code to 90210”
Example flow:

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Update Billing Address

Modify the billing address using the same validation pattern. Example requests:
  • “Update the billing address”
  • “Change billing address to match shipping”
  • “Fix the billing zip code”

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Adding Items to Orders

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Guided Add-to-Order Flow

Add products to existing orders through a step-by-step process. How it works:
  1. Agent gets the current order ID
  2. You describe what product to add (or agent prompts)
  3. Agent performs a natural language catalog search
  4. You select from search results
  5. Agent retrieves product details
  6. You walk through:
    • Variant/option selection
    • Fulfillment type (ship, pickup, etc.)
    • Store location (if pickup)
    • Quantity
  7. Item is added and admin UI refreshes
Example requests:
  • “Add a product to this order”
  • “I need to add running shoes to order #12345”
  • “Add another item - blue t-shirt size medium”
Example flow:

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Store Pickup Selection

If selecting store pickup, the agent will help find available locations:

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Quick Reference

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Command Cheat Sheet