Your agent can answer support, fix tracking and handle returns

• Support tickets. With the new View support tickets permission, your agent can list and read tickets, filter them by status, inbox, customer or order, and see the customer's orders, subscriptions and latest parcels. With Answer support tickets, it can email a reply from your own support address, add an internal note, and change a ticket's status or who it is assigned to. Replies your agent sends show in the inbox as Agent · sent for you, so you always know which words were yours. If your built-in support agent was about to send a held reply, a reply from your own agent replaces it, the same way yours does.
• Shipping. With View orders, your agent can list your parcels, find the ones in trouble (exceptions, no scan for 7 days, past the delivery estimate, labels never scanned) and read a parcel's full scan history. With Manage orders, it can fix a tracking number. The old number stops counting as a parcel right away. The customer is only emailed about the new number if you tell the agent to.
• Returns. With View returns and Manage returns, your agent can list and open returns, create a return request, approve or decline it, save the return parcel's tracking, and mark the items as received. Returns never move money; a refund is a separate step.
• New permissions on the connect screen and in Agents → API keys: a Support inbox group (View support tickets, Answer support tickets), and View returns and Manage returns under Orders & fulfillment. A new connection that asks for nothing in particular now gets read access to support tickets and returns, along with the other read-only defaults.

See Connect your own AI agent and the store skill at platformdtc.com/SKILL.md.