Merchant Agent (Pilot Manual) NEW
Topics covered on this page
📖 What Merchant Agent Is
Merchant Agent is an AI assistant built into your Merchant Dashboard. It answers questions about your charges, refunds, disputes, and customers—ask in plain language, in Thai or English.
You are one of Omise's pilot merchants for the pilot period. Feedback submitted during this time will directly shape what gets built next, so use Merchant Agent as often as you would naturally reach for it, and let Omise know what worked and what didn't.
Pilot period: 1–30 September 2026 (1 month)
🔓 How to Access Merchant Agent
- Log in to your Merchant Dashboard as you normally would.
- Go to the Overview page. A chat panel labeled Omise Chat appears on the right-hand side, alongside your balance and transaction summary.
- Click the message box at the bottom of the panel — it's labeled
Ask me anything about payments.
- Type your question in plain language, in Thai or English, and send it.
💡 Tip: The same chat panel also appears on individual record pages, such as a specific charge. Opening it from a charge page lets you ask about that charge directly, without first looking up its ID.
The Omise Chat panel on the Dashboard Overview page
💳 What You Can Ask Merchant Agent Right Now
Merchant Agent answers using your own account's data only, across five areas: charges and payments, customers and cards, refunds, disputes, and insights.
How to Look Up a Charge
Ask for a charge by ID, or describe what you're looking for, to get its amount, currency, status, whether it's paid, description, date created, and whether it's refundable.
Why did charge `chrg_xxxxx` fail?
Show me my failed charges from this week.
If a charge failed, Merchant Agent also shows the card used and the decline reason.
Merchant Agent surfacing a decline reason and card details for a specific charge
How to Check a Customer
Ask for a customer by name, email, or ID to see their basic details, whether they’re already a customer, and the cards saved under their profile—including brand, last digits, expiry date, and which card is used most.
Is `jane@email.com` already one of my customers?
What cards does this customer have saved?
How to Check Refund History
Ask about a specific charge to see how much was refunded and how many times.
How to Check Disputes
Ask to see your disputes list, or ask about a specific dispute to see its outcome.
How to Get Insights
Ask broader questions to surface patterns across your account, not just a single record.
What were my top reasons for failed charges this month?
What are my most-used payment methods?
If a customer tells you their payment didn't go through, ask Merchant Agent about it directly — it pulls up what happened on that charge, including the decline reason and card details, without you needing to search for it manually.
🔒 What's Not Available Yet
Account settings, balance details, transfers, recipients, and payment schedules are not part of the pilot. Omise is starting narrow so the team can learn from real usage before expanding scope.
🔒 Out of scope for the pilot: account settings, balance details, transfers, recipients, and payment schedules.
ℹ️ A Few Things to Know
💡 Actively improving during the pilot: If an answer is wrong, unclear, or missing, report it. Omise is watching for this feedback and making adjustments throughout the pilot, not only at the end.
ℹ️ Your data stays yours: Merchant Agent only answers using your own account's data.
⚠️ Complex issues still go to your usual support contact: Merchant Agent is built for quick, self-serve questions. It is not a replacement for human support on disputes or on anything that needs a judgment call.
👉 How to Share Feedback
You can share feedback in two ways during the pilot.
How to Report an Issue Anytime
If you hit a problem, or have an idea for how Merchant Agent could be better, send it in as soon as it comes up — don't wait until the end of the pilot. Use the feedback channel provided in your dashboard to describe the issue or suggestion.
How to Complete the End-of-Pilot Survey (due 30 September 2026)
Fill out the short survey once the pilot period ends, covering:
- Roughly how often did you use Merchant Agent this month? (Every day / 2–3 times a week / 2–3 times a month / Used it once / Never used it)
- Which topics did you ask about most? Select all that apply. (Charges / Refunds / Disputes / Customer or card info / Other — please specify)
- Beyond the topics named in the previous question, was there anything else you wanted to ask that the agent couldn't answer, or gave incorrect information for? Please give an example.
- Overall, did the agent understand your questions? (1–5 scale: Not at all → Very well)
- Did the agent's answers match what you actually needed? (1–5 scale: Not at all → Very much)
- Was there any question the agent flat-out couldn't answer? Please give an example.
- Compared to checking the dashboard yourself, or contacting Support by email or call center, did using the agent save you time? (1–5 scale: Not at all → A lot)
- Is there anything you think Omise should fix or improve, or anything else you'd like to share? If nothing, write
-
.
Thank you for being part of the pilot — Omise is looking forward to hearing how it goes.
❓ FAQ
Q: Where exactly do I find Merchant Agent? A: In the Omise Chat panel on your Merchant Dashboard's Overview page, and on individual record pages such as a specific charge.
Q: What languages can I use with Merchant Agent? A: Both Thai and English are supported. Ask in whichever language you naturally use.
Q: Does Merchant Agent see other merchants' data? A: No. Merchant Agent answers using only your own account's data.
Q: Can Merchant Agent process a refund or resolve a dispute for me? A: No. Merchant Agent can show you information — such as refund history or a dispute's outcome — but it doesn't take actions on your behalf, and complex or judgment-call issues still go to your usual support contact.
Q: What happens if I ask about something outside the current scope, like transfers or account settings? A: Merchant Agent tells you the topic isn't available yet rather than guessing. Support for these areas may be added after the pilot, based on merchant feedback.
Q: What if I find a wrong or unclear answer during the pilot? A: Report it right away through the anytime feedback channel rather than waiting for the end-of-pilot survey. Ongoing reports help Omise make adjustments while the pilot is still running.
Q: When does the pilot end, and what do I need to do? A: The pilot runs through 30 September 2026. At the end of the period, complete the short end-of-pilot survey covering your overall experience.
