Chatbot

Chatbot at the top of Customer contact in the sidebar holds every conversation from the chat on your shop's pages. You set the chat up under Settings → Chatbot. The chatbot is a Pro feature; on Free the section shows what Pro adds.

Switching it on

Show the chat in the shop puts a chat bubble at the bottom right of every page. The window opens on a tap, with your greeting and three questions to tap, and on a phone it fills the screen. The visitor's conversation stays in their browser, so it is still there on their next visit.

The section saves on its own with Save; the settings page's Save changes does not touch it.

Who answers?

While the AI answers, the window says that answers come from an AI.

What the AI knows

Only what a visitor can see too: your published products with prices, variants and stock, the text on your shop's pages, shipping and pickup, your legal pages and your blog. It never sees orders or customer data, and it never makes up prices, stock or discounts.

• The AI's tone: Warm (the default), Factual, Playful, Casual or Elegant.
• What the AI should also know: anything it should keep to, such as "Pickup on Saturdays only" or "No emojis".
• Greeting: the first line in the window. Leave it empty for the standard greeting.

The AI answers in the visitor's language.

Credits and the monthly limit

One AI answer costs 0.1 credit from your credit balance; your own answers cost nothing. Credits per month for the chat caps what the chat spends in a calendar month, 50 by default, and the section shows what it used this month.

When the credits are used up (or your balance is empty), you choose:

• Pass the questions to me, I answer in the dashboard: the default. The chat carries on as with Only me, without AI.
• Hide the chat until next month: the bubble disappears until the month turns.

A visitor can send 30 messages a day, so nobody can empty your credits by typing.

The Chatbot page

The newest conversation first. Each shows the visitor (their email address once they left one, otherwise "Visitor" and a short code), the newest message and where it stands:

The status filter is a checkbox dropdown, all ticked by default. A dot marks a conversation with news since you last opened it. Opening one shows the whole conversation: the visitor, the AI (marked as AI) and you, the page they asked on, and when it came to you.

Answering live

Write in Your answer and press Send (Enter sends, Shift+Enter starts a new line). If the visitor's chat window is open, they see your answer within a few seconds. If not, it waits in their chat until they open it again.

While a question waits for you, the window offers the visitor to get the answer by email too; the address is voluntary. With Also send answers by email on (the default), a visitor who has left the chat gets your answers by email a few minutes after your last one: several answers in a row arrive in one email, in the visitor's language, from your shop's sender. They can reply to that email. Switched off, the window does not ask for an address.

Close ends a conversation: if the visitor writes again, a new one starts. Delete removes it for good, from the visitor's chat as well.

Getting told about a new question

New question in the chat under Settings → Notifications emails you as soon as a conversation waits for you, once per hand-over, with the question and a link to it. While you are answering in the chat yourself, it stays quiet. It is on until you switch it off.

A notification on your phone or computer

Notification on this device under Settings → Notifications shows every new question in the chat as a notification on this phone or computer, even when the dashboard is closed, with your shop's name and the visitor's words. A tap opens the conversation. The switch acts at once, without Save changes, and only for the browser you switch it on in: switch it on on each device you want it on. The browser asks once whether 10mShop may show notifications; if you said no, allow them in the browser's settings. Send a test shows what one looks like. The Chatbot page offers the same at the top until you switch it on or close the offer.

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