AI Support Chat
Put a chat widget on your site that answers questions and hands off to you when it can't.
Settings → AI support. Once enabled, a chat widget appears in the bottom-right corner of your storefront.
Three steps to turn it on
- Add your own key under Settings → AI writing key (support and the blog share one key; usage bills to your AI account)
- Fill in the support knowledge base with your service description, FAQs, and refund policy
- Flip the switch at the top of the page
The knowledge base isn't optional — it's the whole thing. The AI only answers from what you give it. Every business has different courses, refund rules and delivery formats, so without a knowledge base it has nothing useful to say.
Visitors and members take different paths
The widget works out who it's talking to first:
- Signed-in members: their orders and courses are pulled in automatically, so it can answer "where's the course I bought" or "how long do I have access"
- Signed-out visitors: it asks whether they're a member or a visitor. Visitors get sales guidance (courses, links to checkout); members are prompted to sign in
The split is deliberate: the same question needs a completely different answer depending on whether the person has already bought.
What happens when it can't answer
When the AI decides it can't answer, it hands off to you and sends a notification. The conversation appears under Members → Support inbox in the "waiting for human" tab. Reply there and the person is emailed.
Next to the email field there's an opt-in tick box for your newsletter. Visitors who tick it join your newsletter list, which makes support chat a lead source too; visitors who don't are only stored as the contact address for that conversation and never receive your marketing email. If your site has confirmation emails switched on, they still have to click the confirmation link before they're really on the list. Contacts arriving this way are tagged with "support" as their source, so you can filter by it in your newsletter list.
Under Settings → AI Support you choose whether that box starts ticked (or isn't shown at all). The default is "shown, unticked".
Before switching to "ticked by default": your list grows faster, but so do unsubscribes and spam complaints — and sending-domain reputation is shared, so a high complaint rate drags down deliverability for all your other email too. Note also that there is no "collect without showing the box" option: the server only ever acts on consent the visitor actually gave.
Without a key
The widget still appears, but falls back to plain human messaging: visitors leave a message, you reply in the inbox. Nothing breaks; you just lose the instant answers.
FAQ
Will the AI make things up? It answers only from your knowledge base. When something isn't covered it hands off rather than inventing an answer — so the more complete your knowledge base, the fewer handoffs.
How is it billed? Through your own AI key, directly with the provider. The platform adds nothing. You can choose the model; a cheap one (Haiku / GPT-4o mini) is usually plenty for member lookups.
Can I run human-only support? Yes — leave the key empty, or set it to human-only in the settings.
Can the AI see students' personal data? It can reach the orders and courses belonging to the signed-in member it's talking to. It cannot look up other accounts.