# AI Center overview

> What the agent knows — business mode, store details, promotions, delivery and return policies, and your own uploaded documents.

- Source: https://support.unifunl.io/en/help/ai-center/ai-center-overview
- Category: AI Center (`ai-center`)
- Language: en
- Updated: 2026-08-22

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The AI Center is your agent's brain. It has two ways in: **Manual**, with detailed forms, and **Copilot**, which configures the agent from a sentence you write in plain language.

The manual mode has two tabs. **General Information** is what the agent knows. **Agent Behavior** is how it says it.

![AI Center, General Information. The Active switch and the configuration percentage are at the top right; the Live Test panel is on the right.](https://support.unifunl.io/help/screenshots/05-ai-center-general.png)

## What goes in General Information

| Section | What you put there |
| --- | --- |
| Business mode | **E-commerce**: the agent recommends products and creates orders. **Services**: the agent qualifies and books appointments — see [Services mode overview](https://support.unifunl.io/en/help/services-reservations/services-mode-overview). |
| Store Details | The information the agent quotes most often — store name, contacts, opening hours. |
| Active promotions | Current offers, which the agent brings up on its own — an announcement, a buy-more-save or a bundle. See [Promotions](https://support.unifunl.io/en/help/ai-center/promotions). |
| Policies | Your delivery and return rules. |
| Custom Knowledge | Your own documents, which the agent can refer to when answering. |

## Delivery and return policies

These answers come up in nearly every conversation, so fill them in first.

![The Policies section: delivery policy and return policy.](https://support.unifunl.io/help/screenshots/29-ai-center-policies.jpg)

**Delivery** offers two models. *Standard delivery* charges a fixed fee on every order. *Free over a minimum* is free above a basket threshold. Add your lead times and the zones you serve in **Additional info**.

**Returns** offers three. *2-day returns* covers unused items in original packaging, refunded. *Exchange only* means no refund and no credit note. *Final sale* accepts a return only if the product is damaged or defective. You can also write your own terms.

## Custom Knowledge

You can upload documents the agent will draw on when answering: a detailed catalogue, terms and conditions, a size guide, a sales script, an internal FAQ.

> **Training on your past conversations** — send your old messages as Excel, Google Sheets or CSV, with the customer's message in one column and the expected reply in another. It is the fastest way to get the agent answering the way your team already does.

## FAQ and troubleshooting

### What is the configuration percentage at the top?

It tracks how much of the agent's setup you have completed. A low percentage usually means empty policies or missing store details — the two things customers ask about most.

### Do I have to fill in everything before going live?

No, but fill in the policies. An agent that cannot answer a delivery question will escalate constantly.

### Where do I change the agent's tone rather than its knowledge?

That is the other tab — see [Agent behaviour](https://support.unifunl.io/en/help/ai-center/agent-behavior).

## What's next?

Set up the offers the agent brings up on its own.

[Promotions](https://support.unifunl.io/en/help/ai-center/promotions)

## Related articles

- [Promotions](https://support.unifunl.io/en/help/ai-center/promotions.md): The offers the agent brings up on its own — announcements, buy-more-save and bundles, with their discounts, their schedule and their linked products.
- [Agent behaviour](https://support.unifunl.io/en/help/ai-center/agent-behavior.md): Pick a personality, set the tone, choose the languages and script, and set the guardrails with Always do, Never do and escalation rules.
- [Copilot](https://support.unifunl.io/en/help/ai-center/copilot.md): Configure your agent by describing what you want in plain language. Every change is shown to you before it is applied.
- [Test and activate your agent](https://support.unifunl.io/en/help/ai-center/test-and-activate.md): Rehearse with Live Test, then go live with the Active switch — and understand how it differs from AI Autopilot.