Applies to: All
Overview
The AI Opportunity Engine analyzes your customer data to surface timely outreach opportunities — like post-purchase thank yous and abandoned cart follow-ups — and generates AI-drafted messages your team can review and send. This article answers frequently asked questions and provides troubleshooting guidance for common scenarios.
Frequently Asked Questions
General
How often will I receive new opportunities?
New opportunities are generated whenever applicable customer activity occurs that fits opportunity assignment criteria. The frequency depends on your customer base's behavior, such as new purchases, cart activity, and engagement patterns.
How does AI decide what to write in the message? Can I trust the AI-generated messages?
The AI uses context from the customer's profile, recent activity, and your brand's communication style to generate a personalized draft message. These draft messages are designed to give you a strong starting point. Every message must be reviewed by a staff member before sending. You can edit the subject line, message body, and any details before sending the message.
Is my data safe? Where does AI data go?
Endear uses your existing customer data within the platform to generate outreach opportunities. Customer data is not shared with third parties for AI processing. All AI-generated content is created within Endear's secure infrastructure and follows the same data protection standards as the rest of the platform. Learn more here.
How does opportunities work alongside campaigns? Is there a risk my customers be double-messaged?
AI Customer Outreach opportunities and campaigns work together as a coordinated system to ensure customers receive timely, personalized messages without duplication. Learn more here.
For Admins
I can't see the AI Outreach feature
The AI Opportunity Engine must be enabled by an admin. Ask your admin to navigate to Settings → Endear AI and confirm the feature is turned on for your team. If the setting is enabled and you still don't see it, try refreshing your browser or clearing your cache.
Why aren't my associates receiving opportunities?
Confirm that the AI Opportunity Engine is enabled in your brand's settings by navigating to Settings → Endear AI.
Check that the feature is activated for the relevant teams or staff members.
Ensure that your Shopify integration is connected and syncing customer data, as the AI relies on up-to-date order and activity information to generate opportunities.
Ensure that the associate is assigned to a team. Team assignment is a necessary requirement before opportunities will generate. This requirement also applies to managers and admins.
If opportunities still don't load, it may be because no relevant customer activity has occurred.
If you fail to see opportunities but know that customer activity has occurred that would meet the criteria, contact Endear through the live chat.
How long after enabling the feature before opportunities appear?
After enabling the AI Opportunity Engine, the system enters a brief learning period while it analyzes your existing customer data. This typically takes a short period of time, after which opportunities will begin appearing for your team. The exact timing depends on the volume of customer data available.
Can I see what messages my team is sending?
Yes. Admins and managers can view sent messages and outreach activity through the regular Inbox, as well as any existing messaging reporting and dashboards. This gives you visibility into how your team is engaging with AI-generated opportunities. Each staff member can also see high-level messaging stats on the Home Page, underneath the Opportunities modal.
How do I disable the feature for specific teams?
Navigate to Settings → Endear AI to manage which teams and staff members have access to the AI Opportunity Engine. You can enable or disable the feature at the team level.
For Staff Members
Why don't I see any opportunities today?
Opportunities are generated based on real-time customer activity. If no new qualifying activity has occurred, there may not be opportunities to display at that moment. You can check back later, or setup your notifications to be notified when new opportunities are available.
What happens if I don't review opportunities before they expire?
Each opportunity has an expiration window. If an opportunity is not acted on before it expires, it will be automatically removed from your queue. Expired opportunities cannot be recovered.
I accidentally dismissed an opportunity.
Dismissing an opportunity is a final action and cannot be undone. If you dismissed an opportunity by mistake, you can still reach out to the customer manually through the Inbox or from their customer profile. In the future, consider snoozing opportunities rather than dismissing them if you're unsure.
Can I undo sending a message?
Once a message has been sent (either from an opportunity or otherwise), it cannot be recalled. Always review AI-generated drafts carefully before selecting Send. If you need to follow up or correct information, you can send a new message to the customer.
The AI message draft doesn't seem relevant.
AI-generated drafts are based on available customer data and activity. If a draft seems off, it may be due to limited data for that customer. You can always edit the message before sending, or dismiss the opportunity if it's not a good fit. Over time, as more customer data is collected, draft quality improves.
Why was my opportunity dismissed automatically?
An opportunity may be automatically removed if another staff member has already acted on it or if the customer behavior has made the opportunity irrelevant. When this happens, you'll see a notification confirming the opportunity has already been actioned.
How are opportunities assigned? Why does my team member have more or less opportunities than me?
Opportunities are automatically assigned to the staff member who has the strongest existing relationship with the customer. Learn more about opportunity assignment strategy here.
How are opportunity due dates determined?
Each opportunity type has a specific expiration window to ensure outreach remains timely and relevant:
Opportunity Type | Recommended Due Date | Expiration Window |
Post-Purchase Thank You | 2 days from purchase | 7 days from purchase |
The due date indicates the best practice When an opportunity expires, it is automatically removed from your queue and cannot be recovered. To make the most of every opportunity, review and act on them as soon as possible.
Snoozing Opportunities
If you're not ready to act on an opportunity right away, you can snooze it to revisit later. However, snoozing has a few important limitations:
Snoozing would exceed due date: This appears when the snooze duration you've selected would push the opportunity past its recommended follow-up window. You can still snooze, but be aware the opportunity may lose relevance.
Snoozing past expiration date: This message appears when you attempt to snooze an opportunity beyond its expiration date. To ensure timely messaging, you'll need to either act on the opportunity now or choose a shorter snooze window.
Multiple snoozes: If you've already snoozed an opportunity once and attempt to snooze it again, you'll see a reminder that the opportunity has been snoozed before. Consider acting on it soon to keep the outreach timely or dismissing.
Snoozing to outside business hours: If your selected snooze time falls outside your configured business hours, you'll see a notice. The opportunity will reappear at the snoozed time, but consider your access to Endear at the given time and how messaging sent outside business hours may have result in lower engagement rates.
Still Need Help?
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