Last Updated on May 5, 2026 by Holland Rocha
Earlier this year, we introduced the Re:amaze AI Agent—an AI-powered support agent built to handle customer conversations automatically. It searches your knowledge base, understands context, and delivers accurate responses in real time, helping you keep up with growing support demand.
Since its release, the AI Agent has helped you respond faster and reduce repetitive work. Until now, it’s been limited to chat.
Now, the Re:amaze AI Agent also supports email and SMS channels, extending the same intelligent, automated support beyond live chat. Customers don’t just reach out through one channel, and now your AI Agent doesn’t have to be limited to one either.
With this update, you can deliver faster, more consistent responses across the channels your customers already use without adding more work to your team.
How the AI Agent Powers Your Customer Support
Unlike basic chatbots that follow rigid scripts, the Re:amaze AI Agent is built to understand what your customers actually need. It brings all your support knowledge together in one place, drawing from your most valuable resources to deliver smart, conversational responses.
When enabled, the AI chatbot for customer support pulls information from:
- FAQ articles – Published, unlisted, and internal articles in your FAQ
- Response templates – Pre-written responses your team has created
- Custom AI context – Custom instructions and external URLs you’ve added in AI Settings
- Shopify products/orders – Product details and order information (if you use Shopify)
- WooCommerce products/orders – Product details and order information (if you use WooCommerce)
Responses are also tailored to the channel your customers are using. A chat reply may be more conversational, while email responses can include more detail, and SMS replies stay concise and direct.
If you manage multiple brands, you can choose exactly where the AI Agent is active. Enable it for specific email inboxes or SMS numbers, or leave it disabled on channels where you want your team to respond manually.
Add an AI Email Signature
For email conversations, you also have the option to include an AI-specific signature.
When enabled, the AI bot email signature is automatically appended to AI-generated replies for the channels you choose. This gives you a simple way to add context to those messages, whether that’s identifying the response as AI-generated or reinforcing your brand voice.
This can be useful for setting expectations with customers or adding a consistent closing to automated replies, without requiring any manual input.
Reduce Support Volume and Get Started
Automation only works if it actually removes work from your team. Limiting it to chat means a large portion of incoming questions still need manual replies.
With email and SMS included, the AI Agent can now take on a much larger share of your total support volume. Common questions about orders, products, and policies don’t need to sit in an inbox waiting for a reply. They can be answered as they come in.
You can enable the AI Agent in just a few steps:
- Go to Settings
- Select AI Agent / Chatbots under Automation
- Toggle on Re:amaze AI Agent
If you have questions or want help before turning it on, reach out to support@reamaze.com.