Move your AI assisted chat from version 1 to version 2 in about 15 minutes, without losing anything you set up before.
Who this guide is for
Open myOGO2 and go to Post Purchase → Settings → AI chat settings. Your channel is on version 1 if Assistant version says Version 1 – classic (free-text instructions). On version 1 the page shows two text fields: Default AI Instructions and Return Instructions for AI Assistant.
If it already says Version 2 – structured (recommended), there is nothing to do.
We recommend version 2 for every store. In version 1, the assistant only does what your own instructions tell it. In version 2, OGOship maintains the rules, so the assistant:
- replies in the customer's language for the whole conversation, including when it hands over
- stays on delivery, tracking and returns, and hands everything else to your team
- says plainly when a parcel is late and hands the case over, instead of telling the customer to keep waiting
- collects the details your team needs before a handover, such as which item is missing and a photo
- never promises refunds, compensation or exceptions on your behalf
- gets every improvement OGOship makes to the assistant, without you editing anything
For a full description of every version 2 setting, see the AI assisted chat configuration guide.
Before you start: your old instructions move with you
When you choose version 2, the version 2 settings appear on the page, and the text from Default AI Instructions moves into a field called Advanced: additional instructions. Version 2 keeps using whatever is in that field. If you switch and leave the old text there, your old rules and fixed English replies keep reaching your customers.
So do the whole change in one sitting, and save only at the end.
Version 1 fields:
Step 1: Save a copy of your current instructions
While the page still shows version 1, copy the text from Default AI Instructions and from Return Instructions for AI Assistant into a document of your own. You need it in step 2, and it lets you go back to version 1 later if you want to.
Step 2: Sort your old instructions
Go through your copy and decide, for each part, where it belongs in version 2:
| If your old instructions contain | In version 2 |
|---|---|
| Rules on what the assistant may or may not discuss, forbidden topics, a "master safety rule", or a pasted set of guardrails | Delete. These are built in. |
| Fixed replies, such as "I've forwarded your request to customer service" | Delete. The assistant writes its own replies in the customer's language. |
| A description of the tone or voice, such as "friendly", "formal" or "warm and caring" | Delete and choose a Tone instead: Neutral, Warm or Formal. |
| A promise about when your team replies, such as "we answer within 24 hours" | Promised first response time, and Support hours if you want to give them. |
| Shipping facts, such as a carrier hub that delays the first scan, or a service that shows no scans until delivery | Shipping facts, one row per carrier, warehouse or country where it applies. |
| The steps for sending a return back, such as "email us" or "register the return on the carrier's page" | Return route: how customers send items back. This field is shown only when OGOship returns are off. If OGOship returns are on, delete the steps: customers use the return button on the tracking page. |
| Return rules, such as what can be returned or who pays return postage | Return conditions, but only what your return policy page does not already say. |
| Your return policy, pasted in as text | Delete. Make sure the return policy link is set under Return settings, and leave Let the assistant read the return policy page switched on. |
| Marketing copy about your brand or your carriers | Delete. It gets added to answers where it does not belong. |
| A fact that fits none of the fields above, such as a daily dispatch cut-off time | Keep it for Advanced: additional instructions. |
Step 3: Choose version 2, but do not save yet
Under Assistant version, choose Version 2 – structured (recommended). The version 1 text fields disappear and the version 2 settings appear in their place.
Step 4: Fill in the version 2 settings
- Tone: Neutral is the default.
- Human interaction type: keep your current choice unless you want to change it.
- Promised first response time: choose a time only if your team can keep it. Leave it on Not stated and the assistant says nothing about timing.
- Shipping facts, Return route and Return conditions: from what you sorted in step 2.
Step 5: Clean up the old text
Open Advanced: additional instructions. It now holds your old Default AI Instructions text. Delete everything except the facts you decided to keep in step 2. Most stores leave this field empty.
Also check Return conditions. If your old return instructions appear there, keep only the rules and delete the rest.
Step 6: Save
Save the page. The change reaches your customers within a minute.
Step 7: Test it
Open the tracking page of a recent order and start the chat. Click the LIVE button to switch to test mode, so nothing you write reaches the customer. Then ask what your customers usually ask, for example:
- "Where is my parcel?"
- "How do I return this?"
- the same question in another language
- "I want to talk to a person"
Check that the answers use your store's name, stay on subject and match your return route and shipping facts. How test mode works: AI assisted chat usage guide.
Going back to version 1
Choose Version 1 – classic (free-text instructions). The Default AI Instructions and Return Instructions for AI Assistant fields come back, holding whatever you left in the version 2 fields, which is probably little or nothing. Paste back the copy you saved in step 1 and save. Your version 2 settings stay stored and are used again if you switch back to version 2.
Check your notifications
Version 2 also hands conversations to your team on its own, for example when a parcel is later than expected. Make sure the chat notifications for you and for your customers are set up, as described in step 8 of the configuration guide. Without them, nobody on your team hears about a handover.