Store Chat puts a round chat button on the pages of your store you choose. Visitors ask it about your products, sizes and colours in stock, whether a case fits their phone, delivery dates and cash on delivery to their PIN code, your policies and the offers you show, and it answers from your store's own data, with product cards and ADD TO BAG. It answers questions about an order after the order's code, passes anything else to your team, and answers in the shopper's language.
It is an AI assistant: answers are written by Claude language models from Anthropic, and the chat says so to every visitor. Prices, stock and offers always come from your store, never from the chat's own words. To set it up from the start, follow Set Up Your Store Chat.
Turn It On
- Get conversations. Store Chat uses the Shopper Assistant add-on's conversations, the same ones as the order assistant: Lite has 300 a month and Standard 1,500, in Settings › Billing (see Plans and Billing). The Growth plan includes 300 a month and Scale 1,500, so on those you only switch it on; a store in its trial has 10 to try it.
- Switch it on. Open Settings › Assistants. The Store Chat card is first. Switch on Store Chat (it is off to start with). The live preview sits beside the card on a computer and under it on a phone: a phone and a computer frame in your store's colours with the button in its corner and the chat open on its greeting.
- Name and greeting. Name is what the chat calls itself; left empty it is your store's name and "Assistant" ("Kosha Assistant"). Greeting is its first words to every visitor; left empty it uses a short standard greeting. The preview shows both as you type.
- Where it shows. Button Position is Bottom Right or Bottom Left. Show On has nine ticks: Home, Product Lists, Product Pages, Bag, Pages and Policies, Blog, Search, Order Tracking and My Account, all ticked to start with. The button never shows on checkout, the thank-you page, the product designer or the opening-soon page.
- Talk to the Team. On to start with: the chat can show a card where the visitor leaves a name and an email or phone with a note, and it arrives in your Inbox. Off: no card, and the chat points visitors to your contact page.
- When the Included Chats Are Used. Hide the Button (the start) hides the button when the month's conversations are used, until they come back on the 1st or you add more. Keep Answering, Paid From the Wallet keeps it answering: each further conversation uses ₹0.70 of your prepaid wallet, and the button hides only when that runs out too. Under the card, the meter says how many are used, for example "312 of 1,500 conversations used this month".
- Save. Press SAVE. It turns busy at once, and the button is on your store's pages as soon as it is saved. A row Mercayo has set for your store shows as locked, with Mercayo's value.
What Visitors See
- The button and the chat. The round button sits in its corner and rises above a product page's buy bar, the phone's tab bar and your other floating buttons on that side. On a phone it waits while the cookie banner is up. Pressed, it opens a full-height sheet on a phone (the phone's Back closes it) or a panel above the button on a computer (Escape closes it). The chat shows its name, a line that says it is an AI assistant, your greeting and three suggested questions that fit the page, such as "Is this in stock in my size?" and "When will it reach me?" on a product page.
- A product answer. Ask "a black case under ₹500 for an iPhone 15". The answer comes with product cards: photo, title and your price. ADD TO BAG adds a product with one choice in stock through your store's own bag (its prices, stock and limits) and opens the bag drawer; a product that needs a choice first shows VIEW and opens its page.
- An order question. Ask "where is my order?". The chat shows Order Number and Phone. When they match, it sends a 6-digit code by WhatsApp, SMS or email, exactly as your order page does, and after CONFIRM it answers about that order. A browser that already has the order open (its receipt from ordering there, the order's one-tap link, or a code given in the last 30 minutes) is not asked again, and a signed-in shopper asks about their own orders without a code.
- Talk to the team. TALK TO THE TEAM opens the team card: Name, Email or Phone, a note and SEND. Your Inbox gets it with the topic "Store chat", what was said in the chat and the order number when one was proven. When your store has a WhatsApp number, the card also has MESSAGE ON WHATSAPP with the visitor's question.
Conversations and Numbers
- Conversations. The Conversations tab in Settings › Assistants lists the last 90 days, newest first. Search by words, or filter All, Bag Started, Asked the Team and Order Questions. Each row shows when, the first question, the page and language it started on, the products shown, whether a bag was started or an order followed, whether the team was asked, and how an order was proven. You need a role that may see customers.
- One conversation. Press a row to read the whole conversation, with the product cards as the visitor saw them: a side panel on a computer, a sheet on a phone.
- The numbers. The strip above the list, and the Store Chat card in Analytics › Overview, show the last 30 days: conversations, products shown, bags started from a chat, orders after a chat and their value, and team requests. An order counts as after a chat when the chat's ADD TO BAG started or added to its bag.
What It Answers
Before a visitor proves an order, the chat can only look at what your store shows anyone:
| Question | Where the answer comes from |
|---|---|
| Products, by words and price | Your store's search: at most 6 products, each with its price and whether it is in stock |
| Sizes and colours | The product's options and which values are in stock, the price of each variant |
| Phone fit | Your store's fit list: whether a product fits a model |
| Delivery to a PIN code | Your delivery rules: whether you deliver there, the dates, the charge, cash on delivery yes or no and the reason |
| Returns, shipping, cancelling | Your own policies and store details |
| Offers | Automatic offers running now and codes your product pages show |
| Contact | Your public email, phone, hours and city, and whether you are on WhatsApp |
| Collections and categories | Their names and links |
Questions that are not about your store, its products or an order are declined in one line; the third in one conversation ends it.
What It Never Does
- It never invents a price, a discount, a stock level, a date or a promise: it says only what your store's data gave it, and product cards show your store's price, not the chat's words.
- It never names a private or used code, or an offer you do not show publicly.
- It never says how many you have in stock, your cost prices, anything about your staff, or another shopper's details or orders.
- It never opens an order before its code (or the shopper's own account or receipt), and even then only that order.
- It never sends your shoppers' phone numbers, emails or address lines to the model that writes the answers.
- It never changes an order by itself: a cancel, return, exchange or call back is a card the shopper confirms with CONFIRM, through your normal rules.
Order Questions
After the code, the chat reads that one order: its status, items, delivery estimate and courier scans. The shopper can ask to cancel (your order page's own cancellation with its rules), return or exchange (your order page opens at that card), or be called back (your Inbox gets the request). The code's pass lasts 30 minutes in that browser; after that the chat asks for a new code. A signed-in shopper can ask about their own orders by number without a code.
Languages
On your Hindi pages (/hi/…) the chat answers in Hindi, and a visitor who writes in another language your store has is answered in that language. The chat's own words (the buttons, the order form, the team card) are texts you can change in Settings › Localization, like every other word of your store. Your product titles stay as you wrote them. See Languages and Currencies.
What It Uses
- One conversation is counted when a visitor sends a first message; opening the chat counts nothing.
- A conversation holds up to 10 questions. After that, the chat offers a new conversation, which counts again.
- The order assistant and Store Chat share the Shopper Assistant's conversations: Lite 300 a month, Standard 1,500, Scale's included 1,500, the trial's 10.
- Past them, the button hides, or each conversation uses ₹0.70 of your wallet if you chose Keep Answering, Paid From the Wallet.
- Mercayo keeps a monthly cost limit per store across all assistants; if it is ever reached, they pause until the 1st.
Limits
| Limit | Value |
|---|---|
| Questions in one conversation | 10 |
| A message | 1,000 characters |
| Messages from one visitor | 30 an hour |
| New conversations from one internet address | 10 an hour |
| Conversations kept | 90 days, then deleted |
Answers show when they are complete, with a typing mark while they are written. Visitors cannot send pictures, and a person cannot take over the chat live: your team answers Talk to the Team requests by email, phone or WhatsApp. Mercayo can set different limits for your store. A shopper who deletes their account takes their conversations with them.
Questions
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, so nothing is added to the first view, nothing moves, and your pages stay cached.
Can it give discounts or invent prices?
No. Prices, stock and offers come from your store's own data. It names only offers you show publicly, and the product cards show your store's price.
Why is the button not showing?
See the Common Problems of Set Up Your Store Chat: your store needs conversations (the add-on, Scale or the trial), the switch on, the page ticked in Show On, and conversations left this month.