1. Create instant answers1. From your Shopify Admin, go to ChatWILL – AI Chatbot App → Chat Widget.2. Click "Create Instant Answer."3. Enter the question and answer details, then click Save once done. 2. Managing VisibilityTo control the visibility of your Instant Answers, simply toggle the "Turn Off" button. This will hide them from the widget. How It Works?1. Once you’ve created your Instant Answers, these questions will appear inside your chat widget when visitors open the live chat. 2. Customers can select a question to view the answer.3. Before starting their first chat, they will be asked to provide their email address. 4. After submitting it, the selected answer will be displayed automatically.Important NotesInstant Answers only appear in new conversations or new live chats.They provide predefined responses and will not elaborate further if customers ask follow-up questions.→ We recommend making each answer clear, complete, and easy to understand.If a customer wants to ask another question, they need to scroll up and select a different Instant Answer from the list.We hope this helps! If you need further assistance, don’t hesitate to contact us, our team is here for you!

ChatWILL provides AI Analytics dashboard that helps you track AI performance, monitor automation efficiency, and measure the time saved by your support team.What data can I see in the Analytics dashboard?In the Analytics dashboard, you can view the following core metrics:Total conversations – Total number of conversations handled by AIAI Resolved – Number of messages successfully replied to by AITransferred to Human – Number of conversations transferred to human agentsTime saved – Estimated time saved by AI automationHow is "Time saved" calculated?Time saved represents the estimated amount of human working time saved by AI during the selected period.By default, ChatWILL calculates this based on an industry-standard average handling time per reply:Saved Time = (Average Reply Time per Ticket in minutes × Tickets Resolved by AI) ÷ 60This provides a clear view of how much efficiency AI brings to your support team.Can I customize the time calculation standard?Yes. You can customize the standard reply handling time to better match your team’s actual workflow. To adjust it:1. Click the Edit button next to the “Time saved” section 2. Modify the standard reply time 3. The system will automatically recalculate the total time saved 4. Click the date selector in the top-right corner to customize the time range and view corresponding analytics data.We hope this helps! If you need further assistance, don’t hesitate to contact us, our team is here for you!

ChatWILL AI responds to customer inquiries based on the content stored in the AI Knowledge Base (for more details about the knowledge base, please refer to this article: What is AI Knowledge Base?)Before using this feature, please ensure the following settings are completed so the AI can respond to customers as expected.1. First, please ensure that the ChatWILL AI feature is successfully activated. 2. The AI can only respond based on the information available in the AI Knowledge Base. Make sure common questions and their corresponding answers are configured in advance.3. Verify that all relevant products are enabled and properly synced so the AI can accurately respond to product-related inquiries. 4. When customers ask questions related to the knowledge base. The AI will answer based on the knowledge base content and will also provide relevant product information and order-related details when applicable.5. All conversations handled by AI auto-replies will be displayed in the “Automated” section of the ChatWILL AI conversation list for easy monitoring.6. You can interrupt the AI at any time by clicking “Join conversation” to take over and chat with the customer directly. 7. If you want to re-enable AI auto-replies within the same conversation, simply click the Assign button to assign the conversation back to ChatWILL AI. 8. If the AI encounters a question outside the scope of the knowledge base and requires human assistance:The AI will inform the customer that the conversation is being escalatedThe conversation will be moved to the Escalated listA Human Request tag will be automatically addedA summarized issue overview note will be generated to help agents quickly understand the customer’s request9. Automatic multilingual support.Even if your knowledge base is written in a single language, the AI will automatically detect the customer’s language and respond in the same language. We hope this helps! If you need further assistance, don’t hesitate to contact us, our team is here for you!

The ChatWILL AI Knowledge Base is built on three core knowledge sources:Products – Automatically synced from your Shopify storeTerms & Policies – Automatically synced from your Shopify policiesQuestions – Custom questions and answers defined by youThis structure allows the AI to combine store data with custom knowledge to deliver accurate and consistent responses to customers.Below is a detailed introduction to each section.Question1. Add and preset frequently asked questions and answersYou can create questions that your customers are likely to ask and set corresponding answers, for example:Question：What is your warranty?Answer：You may return the item within 14 days of receiving it.Make sure the question is enabled and click Save.2. Edit and manage questions at any timeYou can edit, update, or manage your questions and answers at any time from the dashboard.3. Automatic matching and optimized replies by AI When a customer asks a question, the AI will automatically match it with relevant content in the Question knowledge base and respond using an optimized version of your preset answer.4. Track the knowledge source used by AIWhen an AI reply is generated based on a Question in the knowledge base, you can click the “Track Data Sources” button in the bottom-right corner of the reply to locate the original question.5. Update answers used by AI in current conversationIf you are not satisfied with the current answer, you can click the Edit button to modify it directly. The AI will use the updated answer the next time it responds to the same question. Products1. Automatic syncing of published products ChatWILL automatically reads all published products from your Shopify store.2. Ensure products are enabled To allow the AI to respond to product-related inquiries, please make sure all relevant products are set to Enabled.3. AI responses for product inquiriesWhen customers ask questions about products, the AI will reference product information and automatically send product cards in the conversation. Terms & Policies1. Policies synced from Shopify settingsThe Terms & Policies section in the ChatWILL AI Knowledge Base is sourced directly from the policies you create in Shopify Settings. 2. One-click policy synchronizationAfter updating or adding policies in Shopify → Settings → Policies, simply sync them in ChatWILL. The AI will then be able to use this information to answer customer questions related to terms and policies.We hope this helps! If you need further assistance, don’t hesitate to contact us, our team is here for you!