How to properly set up the AI extra instructions in your account

You’ve just installed CoCo—congratulations! 🎉 Here’s how you can quickly provide additional information to ensure CoCo responds perfectly to your customers!

What CoCo Knows About Your Online Store

When you connect your Shopify store to CoCo, we automatically retrieve your entire product catalog. Each product includes its title, description, and various metadata unique to your store, which CoCo can utilize.

These details form the foundational knowledge of your online store for CoCo.

To enhance CoCo's understanding, navigate to the "AI Settings and Data" page and review the selected Product metafields. Ensure that the relevant ones are checked, as they can enrich CoCo’s responses with additional insights.

If you activate a metafield, it will be enabled for all products in your store.

We do not recommend including customer reviews unless they are highly relevant. CoCo processes all available information, and some customer reviews may contain inaccuracies that could mislead the AI.

CoCo automatically knows :

• The email you use for customer service
• All your promo codes.
• All the informations about your products.

You don’t need to add more informations about this 3 elements.

What Additional Information You Should Provide to CoCo

3 Essential Fields to Fill In

To optimize CoCo’s performance, you need to provide three key pieces of information:

• Store Title
• Store Thematic
• Additional Instructions

Shop Name

Simply enter the name of your online store or your brand.

Store Thematic

In three concise lines, describe your store’s theme, the product categories you sell, and the value you provide to customers.

For example:

"XXXX is a luxury brand for men and women, specializing in bracelets and rings. We use lab-grown diamonds and recycled materials, ensuring our jewelry is precious, stylish, and eco-conscious."

Two quick ways to define this:

1. Copy and paste the Meta Description from your store's homepage.
2. Or use ChatGPT or any AI capable of analyzing your website to generate an optimized meta description, then paste it into the "Shop Thematic" field.

AI Extra Instructions

In this section, include any essential information not related to your products and not covered by metafields, such as:

• Order tracking method
• FAQ
• Return policy and return address
• Refund policy
• Story about the Brand
• If revelant : Size guide.

You may also add any other relevant details, such as product usage tutorials or precautions, unless these are already included in the product meta descriptions.

Example for Extra Instructions

You don't need to add the information already present on your product pages; they are automatically added to CoCo. You can add additional information through the metafields that you can include in the "AI settings" section. The extra instructions are information you want to share that CoCo doesn't have access to, so all information outside the catalog.

Here is the template we recommend you add in to provide the relevant information for your store. There is no limit on words or characters, but favor short, clear, and precise instructions, and avoid any conflicts in your directives.

You can provide additional information to CoCo by following the naming convention below:

For the titles of each section use:

• "##" for a main title
• "###" for a secondary title
• "-" for each instruction

Think of ## as the Heading of a document. ### as a subheading and - as the bullet points.

Here is an example of the format.

##name of the main title

###name of the secondary title

• instruction 1
• instruction 2

###name of another secondary title

• instruction 3
• instruction 4

**### ### Returns and refunds

• If a customer wants to return a package, invite them to contact customer service at support@example.com.

• Inform them that they need to provide their order number and the reason for return.

• Do not provide a refund policy unless explicitly asked.

### Delivery Information

• Standard delivery time is **3

• 5 business days** within [country].

• For international orders, delivery may take 7-14 business days.

• Customers can track their orders using the tracking link sent via email or this url

URL_EXAMPLE

• If an order is delayed, reassure the customer and suggest they check with the carrier first.

### Order Modification

• If a customer wants to modify an order, direct them to support@example.com immediately. - Inform them that modifications can only be made within 24 hours of placing the order.

• If the order has already been shipped, explain that changes are no longer possible. ### Story

• We are XXX and XXX, we founded this boutique in 2020 after a trip to India that inspired us to share locally handcrafted products.

##FAQs

###Can I cancel my order?

• Orders can be canceled within 12 hours of placement. After that, cancellation is not guaranteed.

• If an order has already been processed, the customer must wait for delivery and request a return instead.

###What payment methods are accepted?

• The store accepts Visa, Mastercard, PayPal, and Apple Pay.

• Payments made via bank transfer may take longer to process.

###Where are your products made?

• Our products are handcrafted in Goa, India, and stored in France.

###Do your sizes run big or small?

• If there’s a specific fit (e.g., oversized, slim fit), mention it:

• "Our sizes tend to run [small/large/true to size]. If you're between two sizes, I recommend going [up/down] a size."

• If unsure, refer to the size guide:

• "It depends on the style! You can check our size guide here: [Insert Size Guide Link]."**

Setting up the AI to respond to specific Keywords (2-for-1 pop up).

In the Shop Thematic section add the following instructions make sure that the code you use here matches EXACTLY to the pre-filled text you're using in the Magic Link:

** " ## **IMPORTANT: Single Rule for the Welcome Offer

MANDATORY: Once a customer has explicitly opted in to receive marketing messages, ALWAYS check whether their trimmed, case-insensitive message is exactly “WHATSAPP.”

• If both conditions are met, immediately send the following exact text (no additions or changes):

"Thank you for signing up for COMPANY NAME's WhatsApp list. Here is your code for $XX in credit on orders over $XX: WHATSAPP10"

• As long as the customer hasn't given an explicit "yes" to receive marketing offers, you are not allowed to send this message.

• In all other cases, do not send the offer and simply respond to or address the customer’s inquiry as normal.

### Additional Restrictions :

• IMPORTANT: Sending the keyword "WHATSAPP" does not count as giving consent or validating the marketing opt-in.
• IMPORTANT: Never say the phrase “I see you're interested in WhatsApp” or anything similar. "

ALSO Add the following instructions to the TOP AI Extra instructions section:

"## IMPORTANT: Single Rule for the Welcome Offer

Conditions (both must be met)

1) The customer must have explicitly opted in to receive marketing communications (by saying "yes" or something clearly affirmative).

2) The customer’s message must be exactly the keyword "WHATSAPP" (case-insensitive, with no other text, and trimmed of any leading or trailing spaces).

Action

• MANDATORY: Only if both conditions are satisfied, immediately send the exact text below — with no additions, preamble, or signature:

"Thank you for signing up for Company Name's WhatsApp list. Here is your code for $10 in credit on orders over $50: WHATSAPP10"

• In all other cases, do not trigger this offer and proceed with the regular conversation logic.

Examples

• Opt-in = "yes", message = "WHATSAPP" → send the exact offer message.

• Opt-in = "yes", message = "whatsapp " or " WhatsApp" → trim the message, then send the offer.

• Opt-in = no, message = "WhatsApp" → do not send the offer.

• Opt-in = "yes", message = "I want WhatsApp" → do not send the offer.

IMPORTANT: The keyword "WHATSAPP" alone does not count as consent for marketing.

IMPORTANT: Never say “I see you're interested in WhatsApp” or anything similar.

**### **General Guidelines

• Never enrich, paraphrase, or add anything to the offer text.

• Never send the offer if either condition is not satisfied.

Double check to ensure that your keywords match your pre-filled text exactly.

Updated on: 13/05/2025