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AI Mode

What is AI Mode

AI Mode is one of the two chatbox modes in Chatty. It replaces the chat bubble with a search bar that stays on your storefront.

Customers can search your catalog, open a product, add it to the cart, and chat with your AI in the same place. This helps you turn a question into a sale without sending the customer to another page.

The panel has four screens: a home grid of products, suggestions while the customer types, a results page, and the chat. Product details and the shopping bag slide in from the right, one at a time.

Not sure which mode to use? See AI Mode or Legacy chatbox.

Your store runs one mode at a time. Legacy chatbox is the bubble with Live chat, FAQs, Order tracking, Contact, and Categories. AI Mode is the search bar.

Conversations from the two modes are stored separately, so your history never mixes.

How to turn on AI Mode

1. Go to Chatbox in your Chatty admin.

2. Turn on Display chatbox on your store. This is the master switch. When it is off, no chatbox appears, in either mode.

3. In the Chatbox mode card, select AI Mode.

   

4. Click Customize to open the AI Mode settings.

Expected result: The AI Mode page opens on the General tab, with a live preview on the right.

If your AI assistant is off, the page shows a banner: "AI assistant is off. Chat messages in AI Mode will be answered by your team." Chat still works, and your team answers instead of the AI.

How to set up the suggested sections

The Suggested sections card on the General tab controls what customers see before they type anything.

Both sections are on by default, in this order: Recommend For You, then Commonly Asked.

Recommend For You

This section shows products on the panel home screen. It carries a Manual badge when you pick the products yourself. Choose one of two sources.

Source	What it does
AI auto-suggest (default)	The AI picks products for each visitor, based on what they browsed, what is in their cart, and your best sellers. Two customers can see two different sets.
Manually pick products	You choose the exact products. Every customer sees the same set.

To pick the products yourself:

1. Select Manually pick products.
2. Type in Search products, for example "Pearl Layering Necklace", or click Browse to open your catalog.
3. Select up to 6 products.

Expected result: The card header counts your picks, for example "3 of 6 products selected", and each product shows its image, title, price, variant, and stock status.

Commonly Asked

This section carries a Shared badge, because the same list feeds the Legacy chatbox. It shows quick questions customers can tap instead of typing. Use it for the questions your team answers every day, for example "Where is my order?" or "What is your return policy?".

1. Click Add question.
2. Type the question, for example "Do you ship to Canada?".
3. Drag a question to change its order, or click the delete icon to remove one.

Expected result: The questions appear on the panel home screen, in the order you set.

You can keep up to 10 questions.

Reorder the suggested sections

1. Drag the ⋮⋮ handle on a section to move it up or down.
2. Turn off a section to hide it from the home screen.

Expected result: The preview shows the sections in your order. Turning both off leaves the home screen with your storefront products only.

How to change the shared chatbox settings

Some settings apply to both modes. They live on the Chatbox page, in the Shared chatbox settings card marked "Applies to both Legacy and AI Mode".

• Pre-chat form
• Deep links
• Embedded chatbox
• Display rules
• Custom CSS
• Continue as email
• Chat avatar

1. Go to Chatbox.
2. Scroll to Shared chatbox settings, or click Manage shared settings on the AI Mode page.
3. Change the setting once.

Expected result: The setting applies to both AI Mode and the Legacy chatbox.

Brand colors and the Commonly Asked list are shared too, but you edit them inside each mode.

What customers see in AI Mode

Before they type

The assistant bar sits on your storefront and carries your assistant's name, so the customer sees Ask followed by your assistant's name next to Search. It can also invite the customer first, with a product card and an Ask about it button.

Opening the bar shows your suggested sections: Recommend for you with Add to cart on every card, and Commonly Asked as tappable questions.

While they type

Product suggestions and question suggestions appear together, as the customer types. If the text reads like a question, the panel offers "Looks like a question, ask ...".

Pressing Enter opens the results page, with the result count at the top, for example "10 results", and a Load more button. A search that finds nothing still shows products, so the customer always has a next step.

Products and the shopping bag

Opening a product slides in the Product details panel: the image gallery, the description, the options, the price, and Add to cart. A recommended size is marked with a star. Tell me more asks the AI about that product, and View on Store opens the product page. Products with no stock left show Out of stock.

The Shopping bag panel lets customers change quantity, remove an item with a confirmation, and go to Checkout. Checkout, payment, and orders are handled by Shopify.

Customers can select several products and ask about them together. Each selected card shows Selected, and a tray appears above the message box with the count, Recommend Similar, and Compare. This helps them decide in one place instead of opening a tab per product.

In the chat

The AI replies with cards, not only text. A comparison, for example, comes back as a written breakdown of price, material, and fit, followed by the product cards with Add to cart.

Card	What it shows
Product	Image, price, and a link into the product panel
Discount code	A code the customer can copy
Offer list	Current promotions
Size guide	A recommended size and a buy button
Order and shipping	Order status and tracking
Shipping updates	A form to subscribe to delivery updates
Contact form	A form or your list of contact channels
Post-purchase form	Questions after an order
Newsletter form	Email signup
Survey	A satisfaction rating
Attachment	Files sent in the conversation

Other things customers can do

Customers can start a New chat, open Chat history, or use Continue as email to keep the conversation. Chatting anonymously is allowed. Prices and content follow the customer's language and currency.

Can I run AI Mode and the Legacy chatbox at the same time?

No. Each store runs one mode. Selecting AI Mode turns the Legacy chatbox off from the next page load.

Do my old conversations disappear when I switch modes?

No. Conversations from each mode are stored separately. Switching back shows the history for that mode again.

Why does the home grid show only some of my products?

The first scan collects up to 20 products from your storefront for the home grid. Search still covers your full catalog, so customers can find anything by typing.

An AI answer stopped halfway. What happens?

The answer is restored the next time the customer opens the chat. The customer does not see an error while it is interrupted.

Why did my change disappear after I saved?

Two browser tabs open on the same setting will overwrite each other. The last save wins. Edit your settings in one tab.

How many searches can a customer run?

Up to 30 searches per minute from the same store and device. This protects your store from automated traffic and does not affect normal shopping.