AI in chat

AI in live chat helps you answer customers. It writes reply drafts for operators, while the bot answers customers on its own, on the website and in messengers, and hands the conversation to people when it can't help. The AI answers only from the store's knowledge base and the customer's own data: orders, rewards, promo codes, and catalog products. It doesn't make anything up: if there's no answer, it says so or passes the question to an operator.

AI in chat works on any paid plan and is charged by usage from the project balance. See Billing.

Reply draft

In the conversation window, next to the send button, there's a button with sparkles: Draft reply. The AI reads the conversation, checks the knowledge base and the customer's orders if needed, and writes a reply in the input box. If you've already started typing, the draft is added after your text. The sources of the reply are shown below the box: articles, website pages, an order with a tracking link, and products.

A draft doesn't send anything: review and edit the text, then send it as usual. Replies sent from a draft are counted in the report.

If the button is inactive, its tooltip explains why: the plan doesn't include paid AI, the balance is empty, or the spending limit is reached.

Bot

The bot is set up in Chats → Chat settings → Bot (Manager and above). It's off by default.

How the bot behaves:

• It replies a few seconds after the customer's message, since customers often finish their thought in a second message.
• As soon as an operator replies or takes the conversation, the bot goes silent in that conversation.
• In the Only when no operators are online mode, a conversation started while operators were online stays with people.
• When the bot is available, the website chat shows as online even with no operators.

Handing over to an operator

The bot hands the conversation to people when:

• the customer clicks Talk to a person under the bot's reply in the website chat, or asks for a person in their own words;
• the question is on a topic from the Hand over to an operator right away list, the knowledge base has no answer, or the customer is unhappy;
• the bot has replied the maximum number of times;
• the AI is unavailable: Claude didn't respond, the balance is empty, or the spending limit is reached.

The conversation returns to the shared queue, and the line "The bot handed the conversation to operators" with the reason appears in it. In the operator window, the bot's replies are light, with sparkles, and signed "Name (bot)".

Report

The AI in chat button in the header of the Chats section opens a report for 7, 30, or 90 days on conversations started in that period:

• Conversations with the bot and their outcome: Resolved by the bot, Handed to people, Taken by an operator;
• Why the bot handed over, by reason;
• Ratings of bot conversations and conversations with people, and how many replies the bot sent in total;
• Drafts and spending: how many drafts were created, how many operator replies were sent from them, and how much was spent from the balance on drafts and on the bot.

Journeys and segments

The Chat journey trigger has a "bot handed the conversation over" event. For example, a journey can add a tag to the customer or ask an hour later whether their question was resolved. The handover reason is in {{ event.properties.reason }}: visitor (the customer asked), limit, error, unavailable, or model (the bot decided).

In segments, you can use the Bot handed the conversation to operators event.

Billing

AI in chat works on any paid plan; it's not available during the trial. Each AI reply costs as much as the amount of text (tokens) the model processed, plus the platform markup. The money is charged to the project balance under Plan and billing, which is also where you top it up, set a monthly spending limit, and see the daily charge history.

When the balance runs out or the limit is reached, the draft button becomes inactive and the bot hands conversations to operators. You get emails in advance: when the balance is low and at 80% and 100% of the limit.