Buttons in the chat and product advice

Which buttons there are

You switch each button on or off under AI chat › Settings › 'Buttons in the chat'. The button 'My subscription' only appears when your shop has subscriptions.

Tracking an order

• A logged-in customer sees their last three orders with the status (being prepared, shipped, on its way, delivered), the tracking link and the expected delivery date when the carrier passes it on.
• A guest fills in the order number and the e-mail address of the order. Only when both are exactly right do they see the status. Which of the two is wrong is never said.
• A guest can look up an order six times per hour. After that the chat asks to try again later or to ask the question.

Managing a subscription

• The customer sees their running subscriptions with products, frequency and the next delivery date.
• The buttons follow the same permissions as the customer portal. What you switch off under Subscriptions › Settings is not possible in the chat either.
• A delivery can be moved to a date from tomorrow up to 90 days ahead.
• Every change is kept in the conversation, so your team sees what happened.

Reporting a problem with an order

Without this button a customer types 'my parcel is broken' and your team first has to ask which order it is about. With the button you get everything at once.

1. The customer picks the orderA logged-in customer picks from their last five orders. A guest fills in the order number and the e-mail address of the order.
2. The customer picks what is wrongNot received, arrived damaged, received the wrong product, something is missing, I want to return something, or something else.
3. The customer explainsA short text field, with up to three photos, of the damage for example. Then the report is in the conversation and the customer hears that your team will reply, here and by e-mail.

In the inbox you get one complete conversation:

• the subject, for example 'Problem with order #1042: arrived damaged'
• the order with date, status and tracking link
• the items in the order
• the kind of problem and the customer's explanation
• the photos the customer sent along
• the topic 'Delivery' or 'Return or refund', so your rules can tag the conversation, assign it or set a priority

Outside your opening hours the customer hears when your team is back.

Sending photos

A photo often says more than a description: a torn bag, a wrong label, an error message. With the plus next to the text field a customer sends photos with a message; a problem report has the button to add a photo.

• Up to three photos per message: JPG, PNG or WebP. On a phone the customer picks a photo from the gallery or takes one.
• Large photos are made smaller in the browser before they are sent. That is quick, also on mobile data.
• The AI looks at the photos and uses them in its answer and in the summary for your team. With a photo too, it does not decide about money by itself.
• Your team sees the photos as thumbnails in the conversation; a click enlarges them.
• There is a limit per conversation and per day, so the chat is not used as storage. Video and other files are not possible.
• Photos of a closed conversation are removed after 180 days.

You switch this on or off with 'Attach photos' under AI chat › Settings › 'Buttons in the chat'. It is on by default.

Product advice: Help me choose

• The AI searches your own catalogue and only finds products that are live in your webshop.
• It advises from what the product page says: description, product type, tags, price and stock. It does not invent properties that are not there.
• If it needs something first, such as taste, use or budget, it asks one short question.
• The products it recommends appear as cards under its answer, four at most. A click opens the product page; the chat stays open there.
• It also works when a customer types: 'which coffee suits a French press?'

Questions the AI answers at one click

Under 'Questions the AI answers with one click' you choose the standard questions or your own. Write your own questions one per line, six at most, each up to 80 characters. Every line becomes a button; a click sends the question to the AI. Fixed topics such as shipping and returns are better as an article in the knowledge base: then the answer is fixed.

Rating afterwards

When a conversation is closed, the chat asks for a score from 1 to 5, with a remark if the customer wants to add one. You switch this on or off with 'Ask the customer for a rating'. The outcome is under AI chat › Statistics.