Everything you'd want to know before you install.
A detailed look at how AI Customer Service Agent works, why we built it the way we did, and the thinking behind the features above.
An agent that understands, not a scripted chatbot
Most WooCommerce chatbots are disguised decision trees: they match keywords and recite pre-written responses. Our agent works differently. It relies on the native tool calling of Claude Sonnet 4.5 or GPT-4o mini: the model receives the question, decides which tools to call (order status, product search, FAQ), interprets the results, and formulates a contextual response. No rules to maintain, no tree to keep up. If the model doesn't know, it escalates.
6 read-only tools, secured
The agent has 6 strictly read-only WooCommerce tools: order status (with mandatory email verification before disclosure), product search with filters, shipping info, returns policy, multilingual FAQ search, and human escalation. No writes, no state changes, no sensitive actions. The plugin cannot modify an order, refund, or change a password.
Smart escalation to Slack and email
When a case exceeds the agent's competence, it escalates automatically. Detection is by keywords (refund, lawyer, broken, complaint), sentiment threshold, or after several consecutive tool failures. The Slack notification arrives in rich blocks with the last messages excerpt, a direct link to the conversation detail in admin, and customer metadata. The escalation email contains the full HTML transcript.
End-to-end multilingual
The plugin supports French, English, Spanish, German and Italian. The conversation language is resolved automatically via Polylang, then WPML, then browser locale, with configurable fallback. The system prompt tells the model the expected response language. FAQs are stored per language with a usage counter to identify the most frequent questions per market.
Security and privacy
Claude and OpenAI API keys are encrypted at rest in AES-256-CBC, with a key derived from AUTH_KEY and AUTH_SALT from wp-config. The Slack webhook is also encrypted. REST routes are protected by WordPress nonce. Visitor IP and user agent can be logged or not per your GDPR policy. Conversation retention is 30 days by default and can be reduced. No data is sent to DataFirefly servers: everything goes directly between your WordPress and the chosen AI provider.
Clear and actionable admin
The dashboard displays conversation volume, escalation rate, average satisfaction and tokens consumed. The conversation list lets you filter, see the full transcript detail with tools called, and rate manually. The FAQ manager lets you create pre-written responses per language with usage counter. Settings are organised into 5 tabs: AI, behaviour, widget, escalation, privacy.
5-minute integration
Zip install, activation, Claude or OpenAI API key, default language choice, widget customisation (colour, position, greeting). The widget appears immediately on the site. Option to display only on certain pages, or via the dfaics chat shortcode for precise placement. No heavy dependencies, no external service besides the AI provider.
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