AI Chat Assistant

Last updated: July 14, 2026

Visitors chat through the Widget on your website. Shop members monitor and reply to conversations in Chat inbox on the Dashboard.

Conditions for chat to work

• The module displays Connected and has normal operating status.
• The Widget is enabled, or the test IP is listed under Preview IPs.
• The website domain is on the allowed list.
• The shop has available quota or AI credits.
• Product data and policy pages have been synchronized.

If a condition is not met, see , or .

What the assistant can answer

The assistant can use shop data to answer questions about:

• Products, attributes and stock status.
• Customer orders when enough verification information is available and the data has been synchronized.
• Policies included in synchronized content pages.
• Products that match the customer's stated needs.

The assistant cannot issue refunds, edit orders or change sales data in PrestaShop. Staff should take over complaints, refund requests and cases that require a decision from the store.

Use Chat inbox

Filters include All, Waiting, Mine, AI and Closed.

Main actions:

• Takeover: takes over the conversation and pauses the AI.
• Assign to me: assigns conversations to the current account.
• Give back to AI: returns the conversation to the assistant.
• Close conversation: closes the conversation.

Staff members and higher roles can work in Chat inbox. When a conversation moves to Waiting, the customer is waiting for a staff response. Assign someone to monitor these conversations if your store offers live support.

When to take over

Take over when:

• A customer asks to speak to a staff member.
• A customer makes a complaint or requests a refund.
• The question needs information that is not in the shop database.
• The assistant gives an incorrect or repetitive answer.
• The situation requires manual confirmation from the store.

Once processed, you can close the conversation or return it to AI depending on the situation.

Message errors

• You are sending messages too fast...: wait a few seconds, then try again.
• Message could not be sent.: check connection and try again.
• Could not send the image.: check the image format, file size and plan limit.
• Credit or quota warning: open Billing & subscription to check usage.

If the error continues, record the time, shop and conversation, and take a screenshot of the message before contacting support.

Check before opening to customers

• Try sending questions about best-selling products.
• Ask a question about delivery or returns.
• Check how the assistant responds when information is unavailable.
• Try Takeover and send messages from Chat inbox.
• Test on both desktop and mobile.
• Decide who will monitor Waiting conversations.

Next step