Store Chat
A Chat Button That Answers Your Shoppers on Every Page
Shoppers ask before they buy: is it in my size, will it fit my phone, can I pay cash on delivery to my PIN code, when will it reach me. Store Chat puts a round chat button on the pages you choose and answers those questions from your own store's data, with product cards and ADD TO BAG, in the shopper's language. Anything else goes to your team.
- No fee on your orders, on every plan
- Free for 14 days
Kosha is a demo store on Mercayo. Its products, orders and customers are sample data.
In short
What It Does
A button on the pages you pick. A round chat button sits at the bottom right or bottom left of your home page, product lists, product pages, the bag page, your pages and policies, the blog, search, order tracking and My Account. It never shows on checkout, the thank-you page or the opening-soon page. On a phone it rises above the product page's buy bar and the tab bar with your other floating buttons. Pressing it opens a full-height sheet on a phone (the phone's Back closes it) or a panel above the button on a computer.
It answers from your store, and says it is an assistant. The chat greets visitors with your own name and greeting and offers a few questions that fit the page ("Is this in stock in my size?", "When will it reach me?"). It answers about:
- Your products: it searches your catalogue by words and price, and says which sizes and colours are in stock (never how many).
- Phone fit: whether a case fits a model, from your store's fit list.
- Delivery by PIN code: whether you deliver there, the expected dates, the delivery charge, and whether cash on delivery is offered, with the reason when it is not.
- Your policies and offers: your shipping, return and cancellation rules, your contact details and hours, and the offers you show publicly (automatic offers running now and codes shown on product pages).
Product cards with ADD TO BAG. When it suggests products, each one is a card with the photo, the title and the price from your store. ADD TO BAG puts it in the bag through your store's own bag, with its prices, stock and rules, and opens the bag drawer. A product that needs a choice first shows VIEW and opens its page.
Order questions after the order's code. When a shopper asks about an order, the chat asks for the Order Number and Phone, then sends a code to that order's phone or email, as your order tracking page does. After the code, it answers about that order only and can prepare a cancel, return, exchange or call back request with CONFIRM, through your normal rules. A signed-in shopper asks about their own orders without a code.
Talk to the Team. A visitor who wants a person leaves a name and an email or phone with a note, and it arrives in your Inbox with what was said in the chat. When your store has a WhatsApp number, MESSAGE ON WHATSAPP opens WhatsApp with their question.
In the shopper's language. On your Hindi pages it answers in Hindi, and a visitor who writes in another language your store has is answered in it. Your product titles stay as you wrote them.
For your store
Why It Matters
Most shoppers in India decide on a phone, often late in the evening, and they ask before they pay: will this case fit a Redmi Note 13, is the blue one in stock in M, is cash on delivery available to 302001, will it reach before Diwali. A WhatsApp message waits until your team is free, and many shoppers leave instead of waiting.
Store Chat answers those first questions at once, from your own catalogue, fit list, delivery rules and policies, and hands everything else to your team with the conversation attached. It is careful by design: prices and stock come from your store's data, not from the chat's words; it never names a discount you do not show; and an order is opened only after its code. Conversations are counted against a fixed monthly number, so a busy festival month never becomes a surprise bill.
Step by step
How It Works
Get Conversations for Your Store
Store Chat uses shopper conversations: the Growth plan includes 300 a month and Scale 1,500; on Starter, the Shopper Assistant add-on has 300 (Lite) or 1,500 (Standard) in Settings → Billing. A new store's trial includes 10 to try it.
Switch On Store Chat
Open Settings → Assistants. In the Store Chat card, switch on Store Chat, give it a Name (for example "Kosha Assistant") and a Greeting, its first words to every visitor.
Choose Its Corner and Its Pages
Pick Bottom Right or Bottom Left in Button Position, and tick the pages in Show On. The live preview, a phone and a computer in your store's colours, follows every change. Press SAVE.
Decide What Happens When the Chats Are Used
In When the Included Chats Are Used, choose Hide the Button (it comes back with next month's conversations) or Keep Answering, Paid From the Wallet at ₹0.70 a conversation from your prepaid wallet.
Let Shoppers Ask
Open your store: the chat button is on the pages you chose. Ask it about a product, a PIN code or a policy, and try ADD TO BAG on a card.
Read the Conversations
The Conversations tab lists the last 90 days, newest first, with filters for Bag Started, Asked the Team and Order Questions. A row opens the whole conversation with the cards as the visitor saw them, and the strip above shows the last 30 days' numbers.
Your shoppers
What Your Shoppers See
A round chat button in the corner of the page. Pressed, it opens with your store's name, a line that says it is an assistant, your greeting and a few suggested questions. Answers arrive with product cards (ADD TO BAG or VIEW), and TALK TO THE TEAM is always one tap away. For an order, the chat asks for the order number and phone, then a code sent to the order's phone or email.
Settings
Settings You Control
All are under Settings → Assistants → Store Chat.
Mercayo
Mercayo's Controls
Mercayo's team can switch Store Chat off or on for a store and set its limits: questions in one conversation (10 to start with), the longest answer, messages per visitor an hour and new conversations from one internet address an hour. A monthly cost stop pauses every assistant of a store until the 1st if its use ever runs far past normal. Mercayo can also give a store conversations. Each change has a reason and is kept in Mercayo's audit log. Mercayo's console counts each store's chat conversations and their estimated cost.
Limits today
Good to Know Before You Start
- It is never on checkout, the thank-you page, the product designer or the opening-soon page.
- An answer shows when it is complete, with a typing mark while it is written; visitors cannot send pictures.
- A person cannot take over the chat live: Talk to the Team sends the request to your Inbox, and your team answers by email, phone or WhatsApp.
- A conversation holds up to 10 questions and a message up to 1,000 characters; after that the chat offers a new conversation, which counts again.
- Questions that are not about your store are declined in one line, and the third ends the conversation.
- It answers about an order only after its code, the shopper's own account, or the receipt in that browser.
- Answers can be wrong; product cards always show your store's own prices.
- Conversations are kept for 90 days, then deleted.
Questions
About Store Chat
Will it slow my store down?
No. Until a visitor reaches for it, the page has only the small round button, drawn with the page: the chat itself loads when the button is pressed. Nothing moves on the page, nothing is added to the first view, and your pages stay as fast and as cached as before.
Can it give discounts or invent prices?
No. Prices, stock and dates come from your store's own data, and the product cards show the price your store has, not words the chat wrote. It names only the offers you show publicly (automatic offers running now and codes shown on product pages), never a private or a used code, and it never mentions cost prices or how many you have in stock.
Can a shopper see someone else's order?
No. Before the order's code, the chat has no way to read any order. After the code, it reads only that order. A signed-in shopper sees only their own orders. Your shoppers' phone numbers, emails and addresses are never sent to the model that writes the answers.
What does it use?
One conversation each time a visitor sends a first message (opening the chat uses nothing). The Growth plan includes 300 a month and Scale 1,500; on Starter the Shopper Assistant add-on has 300 (Lite) or 1,500 (Standard); the trial has 10. When they are used, the button hides until the 1st, or, if you chose it, each further conversation is paid from your prepaid wallet at ₹0.70.
Does it answer in Hindi?
Yes. On your Hindi pages it answers in Hindi, and a visitor who writes in another language your store has is answered in it. The chat's own words can be changed in Localization like every other text.
Who writes the answers?
Claude language models from Anthropic, given your store's facts (what you sell, your policies, your contact hours) and the results of searching your catalogue, fit list and delivery rules for that question.
Related
Related Features
- AssistantsAn admin assistant that answers how-to questions and prepares changes you apply, and an order assistant for your shoppers' own orders.
- Shop by FitFor products made for a model (a phone, a car, a printer): shoppers pick theirs once and every list, card and product page shows what fits it.
- Delivery Dates by PIN CodeShoppers type their PIN code on the product page and see the delivery dates and whether cash on delivery is available, from your own delivery rules.
- Contact InboxShoppers write from your Contact page; each message lands in the admin's Inbox to read, answer by email and mark done, and can be emailed to your team.
More in Online Store: Product Pages | Product Stories and Details | Collections and Filters | Store Search | Shop by Fit | Wishlist | Customer Accounts | After the Order | Content Pages and Blog | Personalisation | Shoppable Videos | Languages and Currencies | Installable Store | Page Speed | Search Engines | URL Redirects | Opening-Soon Page | Custom Domains | Change Domain | Sell to Businesses (B2B) | Marketplace | Digital Products | Selling Abroad | Dependent Dropdowns
