Set Up Your Store Chat

This tutorial takes your store from no chat to its first real conversation with Store Chat: you switch it on, name it, write its greeting, choose its corner and pages, check the preview, save, ask your own store a product question and read that conversation in your admin. It takes about ten minutes.

You need to be the store owner, or a role that may change settings. Your test conversation counts as one of your store's conversations.

Before You Start

1. Open Settings › Billing and check your store has shopper conversations: the Growth plan (300 a month included) or Scale (1,500), the Shopper Assistant add-on on Starter (Lite, 300 a month, or Standard, 1,500), or the trial (10). Without any of them the chat button does not show. See Plans and Billing.

Switch It On

1. Open Settings › Assistants. In the Store Chat card, switch on Store Chat. The live preview appears beside the card on a computer, under it on a phone.
2. In Name, type what the chat calls itself, for example "Kosha Assistant". Left empty, it is your store's name and "Assistant". Short names read best on a phone.
3. In Greeting, write its first words, for example "Hi! Ask me about sizes, phone fit or delivery to your PIN code." Keep it to one or two lines; the chat adds a line under it saying it is an AI assistant.
4. In Button Position, choose Bottom Right or Bottom Left. If your store has a WhatsApp button or a back-to-top button on that side, the chat button stacks with them instead of covering them.
5. In Show On, keep the pages where shoppers have questions. All nine are ticked to start with; untick a page only if you do not want questions there.

Check and Save

1. Look at the live preview: a phone and a computer in your store's colours, with the button in its corner and the chat open on your name and greeting. It follows every change before you save, so try both corners and see which one sits better with your store's buttons.
2. Leave Talk to the Team on so visitors can reach a person through your Inbox, and When the Included Chats Are Used on Hide the Button for now. Press SAVE. It turns busy at once, and the button is on your store as soon as it is saved.

Ask Your Store

1. Open your store on your phone and go to a product page. The round chat button is in the corner you chose, above the buy bar. Tap it: the chat opens as a full-height sheet with your name, your greeting and suggested questions. The phone's Back closes it.
2. Ask a real question, for example "Is this in stock in black?" or "Will it reach 302001 by Friday?". The answer comes with your product's card, its photo, title and price from your store, and ADD TO BAG.
3. Press ADD TO BAG on the card. The product goes in your bag with its normal price and the bag drawer opens, as it does from a product card.

See It in Your Admin

1. Back in your admin, open Settings › Assistants and the Conversations tab. Your conversation is the first row, with your first question, the page it started on and Bag Started. Press it to read the whole conversation with the cards as you saw them. Remove the test product from your bag if you do not want it.

Your store chat is live. Later, try an order question ("where is my order?", which asks for the order's code first) and TALK TO THE TEAM, whose card arrives in your Inbox.

Common Problems

• The button is not on my store. Check, in order: your store has shopper conversations (the Growth or Scale plan, the Shopper Assistant add-on or the trial, in Settings › Billing); Store Chat is switched on and saved in Settings › Assistants; the page you are on is ticked in Show On (it never shows on checkout, the thank-you page, the product designer or the opening-soon page); and this month's conversations are not used up (the meter under the card says how many are left). On a phone, answer the cookie banner first: the button waits for it.
• The button disappeared during the month. Your included conversations are used, and When the Included Chats Are Used is on Hide the Button. It comes back on the 1st, or as soon as you add the add-on or switch to Keep Answering, Paid From the Wallet (₹0.70 a conversation from your prepaid wallet).
• The chat says it is not available yet. Mercayo's side of the chat is not answering for your store at the moment; your settings are kept. Try again later, and if it stays, write to Mercayo's support from your admin.
• A product is missing from its answers. The chat finds products through your store's own search. Check the product is active, in stock and found by your store's search box with the same words.
• ADD TO BAG opens the product page instead. The product needs a choice first (a size, a colour, a personalisation), so the shopper picks it on its page.
• The answers are in English on my Hindi pages. Check Hindi is on in Settings › Languages and Currencies, and that the visitor is on a /hi/ address.
• It said a conversation ended. A conversation holds up to 10 questions, and the third question that is not about your store ends it. A new conversation starts with the next message and counts again.