The customer AI
Decide whether your customers can ask an assistant about their own account.
Updated 23 September 2026
- Why
- Most customer questions are about their own quotes, orders and items, and the answers are already recorded.
- What
- An assistant on the customer surface that reads only that customer's own records.
- How
- Switch Customer AI on in Settings then Customer facing or on the Customers online view.
It is off by default. Turning it on asks you to confirm, because customers' questions draw on your workspace's usage.
What it can and cannot see
| It can | It never can |
|---|---|
| Read that customer's quotes, orders, items, deliveries and documents, where those areas are open | See your catalogue, costs, margins or pricing rules |
| Answer a technical question from what it can cite, or say it cannot see it | See another customer's anything |
| Raise a request with your team, which reaches you as a request and a notification | See your plan or your usage |
Every answer is charged to your organisation's usage, not to the customer. Messages a day per customer caps each person.
A person who reaches the cap reads that they have reached today's limit. When your usage runs out, they read only that the assistant is not available just now, with your support contact, and never why.
Related
- Customer facing settingsFind every setting of the customer surface and know what each one does.
- How usage worksKnow what draws on the month's usage, what never does and what happens when it is spent.
- The customer facing trust boundaryKnow why a customer signed in to your Commerce surface can see their own records and nothing else.