# Intake Agent

Convert unstructured customer requests into structured Carts in the Merchant Center.

The Intake Agent converts unstructured customer requests into structured Carts. You can provide information through free text or by uploading a [supported file format](/merchant-center/ai-agents/intake-agent.md#input-methods). The Intake Agent extracts the relevant information, creates a Cart, and lets you review and modify the result before proceeding.

**AI use:** This feature uses AI to analyze data you provide.

**Your data:** We do not use your data to train models.

**Opt-in:** To enable this feature, submit a [support request](https://support.commercetools.com/) and include the Project key.

## When to use the Intake Agent

The Intake Agent is useful in scenarios such as:

- You are a customer service agent and want to create a [Cart](/merchant-center/cart-list.md) on behalf of a customer, edit it, and hand it over.
- You are a sales representative and want to create a [Quote](/merchant-center/quotes.md) from a customer request, or freeze a Cart.
- You are a developer and want to validate how a Cart behaves given realistic input.

## Permissions

Only users in Teams with the **View and edit all: Agent Intake** [permission](/merchant-center/user-permissions.md#agents) can use the Intake Agent. Permissions are managed by the [Administrators Team](/merchant-center/administrators-team.md) in your Organization.

To open the Intake Agent from the Carts or Quotes page, Team members also need the **View all: Carts and Orders** [permission](/merchant-center/user-permissions.md#carts-and-orders). You don't need to grant the other underlying permissions the agent uses. The Intake Agent acts on behalf of the user with the access it needs to complete the task.

To grant access to non-administrator users, do the following:

1. Click the profile icon, and then select **Manage organizations & teams**.
2. Select the Organization and Team.
3. In the **Permissions** tab, from the **Select Project** list, select the Project for which you want to set permissions.
4. Expand **Permissions for Agents**, and then enable **View and edit all: Agent Intake**.
5. Expand **Carts and Orders**, and then enable **View all: Carts and Orders**.

## Input methods

You can provide information to the Intake Agent through free text or by uploading a file. The Intake Agent supports the following file formats:

- PDF
- TXT
- CSV
- DOCX
- XLSX
- EML
- Markdown
- HTML

## Intended workflow

1. Open the Intake Agent from the Carts or Quotes page.
2. Upload a file or provide free text that contains the following required fields:
   - Customer email address
   - Country code
   - At least one product
3. The Intake Agent extracts the information and creates a Cart.
4. Review the parsing status to understand how well the input was parsed and mapped to your catalog:
   - If the status is **Fully parsed**, the Cart is ready for review.
   - If the status is **Partially parsed**, review the missing Products listed above the Cart table, and make any necessary manual adjustments to the Cart.
5. Review the Cart. Make any necessary adjustments to the Products, quantities, prices, or addresses.
6. Choose one of the available next actions:
   - **Go to cart**: Opens the Cart in the [Cart list](/merchant-center/cart-list.md) for additional processing.
   - **Freeze the cart**: Locks the Cart from further modifications and preserves its current state.
   - **Create draft quote**: Creates a draft [Quote](/merchant-center/quotes.md) based on the current Cart contents.
   - **Start new conversation**: Starts a new request without deleting the current parsed Cart, letting you begin fresh while preserving work already completed.
   - **Delete cart**: Deletes the Cart so you can start over with a new request.

Billing and shipping addresses are automatically populated based on the Customer associated with the provided email address. If a Customer has multiple addresses, the default address is used.

## Related pages

- [Area overview page with navigation](/merchant-center.md)
- [Previous page: Smart Data Modeler - Agentic fields](/merchant-center/ai-agents/sdm-agentic-fields.md)
- [Search documentation and API specs](/search.md)