💬Get free consultation

Settings

Appearance

You can give a specific name and avatar for your AI assistant. This will be shown in the chatbox.

Welcome message

Welcome message will be the first text sent to the customers when they click Contact us.

AI availability

Choose when AI replies decides whether AI answers every conversation or only steps in when nobody is around:

• Always — AI answers every customer, even while your team is online. This is the default.
• Only when agents are offline — AI answers only outside your working hours, so your team handles chats during the day. Working hours come from your Chat availability settings.

AI re-engagement

AI re-engage after resolution reopens a closed conversation and hands it back to AI when the same customer writes again, so they get an answer without waiting for your team to reopen it by hand.

This is off until you turn it on.

Follow-up messages

When a customer goes silent during a conversation, AI can automatically send one follow-up message to recover the shopper, so you don't lose a sale just because the customer got distracted. The follow-up is written from the current conversation, so it picks up where the chat left off and appears as a normal message in the conversation.

Turn it on with the AI Follow-up toggle, then set Wait time: how long AI waits after the customer's last message before sending the follow-up. You can pick 3, 5, 10 or 15 minutes, and 5 minutes is the recommended default.

AI does not send a follow-up when:

• the conversation is already resolved
• the conversation was transferred to a human
• the customer has closed the chat widget

Custom instruction

Custom instruction allows you to provide specific guidance on how your AI assistant should interact with customers. You can control how AI handles customer inquiries with custom instructions.

You can personalize your AI assistant's responses to better align with:

• Specific business needs
• Unique brand voice
• Particular topics or inquiries that are common for your store
• Special handling requirements for certain types of questions
• How to handle specific scenarios

You can manually add your instructions or generate instructions with AI.

• Add your own instruction: Go to AI agent → Instructions → General instructions, then fill in the four fields:

Field	What it sets	Limit
Role	Who your AI is and what it helps customers with	250 characters
Communication style	The personality and speaking style. Pick a preset tone, or choose Custom and describe your own	250 characters
Behaviours	How your AI should respond and handle conversations	Shown by the counter under the field
Boundaries	What your AI must not do	1,000 characters

• Generate with AI: click Generate AI Instructions, pick your industry from the nine options, describe your business, then click Generate. Review the draft and click Use these instructions to write it into Behaviours.

AI channels

Enable AI to auto-reply on connected channels: Email, Messenger, Instagram, and WhatsApp. Each channel can be toggled on or off independently.

AI channels

AI product page

Add an inline AI assistant directly on your product pages. Customers can ask product-specific questions and get instant answers without opening the chatbox.

AI product page