During a chat
Auto-end and Auto-clear
Conversations that don’t have any activity from the shopper or the expert for a certain period of time are auto-ended. Chats may then be auto-cleared, which deletes the contents of the chat from the shopper’s device.
A warning is sent to the chat before it auto-ends, so the expert or the shopper can send a message to keep the conversation open.
💭 How it’s used.
Merchants can configure chats to auto-end to keep their experts free when chats have finished.
Experts don’t remain in chats that have finished, which will stop them from receiving incoming chat requests.
Shoppers have an added layer of security when conversations are auto-cleared, e.g. in case they are not using their own device.
🔧 Configuration
Merchants can configure chats to automatically end after a set period of time has elapsed without any activity from the expert or from the shopper.
On-site Chat can also be configured to automatically clear the contents of a chat from the shopper’s device after the chat has concluded. The conversation is not, however, cleared from the Virtual Shopping system, so experts will be able to see it in the Archive area of the Store App.
Camera Mode
Experts can take, upload, and send photos and videos to shoppers.
💭 How it’s used.
Experts show shoppers products live from the store, giving them the chance to see how products really look beyond static photos and build their confidence to check out.
Shoppers can see how products look beyond static photos on the merchant’s website, helping them make decisions about what to purchase, see products they hadn’t been considering, and feel more confident about what they’re buying online.
⚙️ How it works.
Experts can either take new videos or photos or upload existing photos and videos from their phone’s library.
Currently, experts are not able to send videos to shoppers in their Contacts.
Email Chat Transcript
Merchants can configure On-site Chat to allow shoppers to receive a copy of their chat with an expert when the chat has ended.
💭 How it’s used.
Shoppers can receive a copy of their chat, which includes links to all media and recommendations from the expert so that they don’t lose anything from the chat.
⚙️ How it works.
The chat transcript sent to shoppers includes all text messages as well as links to view any media sent.
🔧 Configuration
Merchants need to activate this feature in the Virtual Shopping Dashboard to give shoppers the option to receive a chat transcript.
Explicit Image Filtering
During a chat, AI is used to automatically detect any explicit images the shopper sends to an expert. A filter is applied to hide the image.
💭 How it’s used.
Experts are automatically protected from any abusive, offensive, or explicit images that shoppers may send over.
⚙️ How it works.
Images are automatically assessed using AI. Different levels of risk are applied depending on the likelihood that something explicit has been detected:
Low-risk images are unlikely to contain explicit material. They are displayed as normal and not hidden from the expert.
Medium-risk images may contain explicit material. They are hidden and require the expert to tap on them to be displayed.
High-risk images are very likely to contain explicit material. They are hidden and cannot be viewed at all.
🔧 Configuration
To make use of this feature, merchants need to let our support team know so that we can activate filtering.
Explicit Message Filtering
Any message including explicit language will be blocked from reaching shoppers and experts in On-site Chat.
💭 How it’s used.
Merchants save their experts time by stopping the need to moderate explicit conversations and help ensure their team has a positive experience interacting with shoppers.
Experts aren’t exposed to explicit messages from shoppers.
⚙️ How it works.
Messages containing explicit text are automatically detected and blocked. Experts do not receive them. Shoppers see a notification advising them that the message is Unable to send.
This does not prevent the conversation from continuing, however, no messages containing explicit text will be sent through.
Invites
Experts can invite shoppers to visit them in-store. Shoppers receive this as an invite card, which includes details on the store the expert is assigned to in addition to a time and date if specified.
💭 How it’s used.
Experts can invite online customers in-store in case they want to try anything on, see items in person or take a look at what else they sell. This can be useful to drive footfall and build relationships and loyalty with shoppers.
Shoppers can receive details on how to get to the store in case they have questions following their online chat. Depending on the retailer and expert, they may receive a set date and time to visit, which ensures they can meet the expert who they had been chatting with.
⚙️ How it works.
The store location included on an invite card corresponds with the store to which the expert sending it has been assigned. The card includes directions via Google to the store for the shopper.
Both the shopper and the expert can add the invite to their device’s calendar.
🔧 Configuration
Merchants are not able to see the details of invites in the Virtual Shopping Dashboard. However, if the expert’s device uses a shared calendar, others in the team will be able to view the invite here.
Messaging
Shoppers and experts message each other after connecting.
💭 How it’s used.
Experts can send written messages, answers to questions, recommendations, and advice to shoppers via text.
Shoppers respond to experts through text.
⚙️ How it works.
The Store App supports native text input features on the expert’s mobile device, including dictation, auto-correct, and emojis.
Product Cards
Experts send any products from the Product Picker to the shopper as a Product Card. Shoppers can interact with these to visit the associated product page directly.
💭 How it’s used.
Shoppers click or tap directly on a Product Card to go to the product page, where they can see more details and add the product to their cart.
⚙️ How it works.
Product Cards are displayed as a small preview of the product, with a thumbnail photo, name of the product, and price.
Product Picker
A merchant’s full online product catalog, available to experts during a chat so that they can easily find and send recommendations to shoppers.
💭 How it’s used.
Merchants can provide information such as product categories, descriptions, variations, barcodes, sizing, and stock availability through their Product Feed, making it easier for their experts to find what they’re looking for.
Experts can easily share recommendations and upsell based on the shopper’s preferences.
Shoppers can receive product recommendations, which are linked directly from the chat to make it simple for them to check out the product’s page and add it to their cart.
⚙️ How it works.
The Product Picker displays information directly from the merchant’s Product Feed. This may be configured by our launch team, by the merchant themselves, or for Shopify merchants, automatically carried across from their online store.
Experts will have access to whatever information the merchant’s Product Feed contains, for example:
Categories of the products.
Product descriptions and other details.
Variations (e.g. different colors available).
Stock availability.
Sizing and availability of sizes.
🔧 Configuration
Merchants can include different information in the Product Feed depending on what is essential for their Experts to know about their products.
If barcodes are included in the Product Feed, experts will be able to scan the barcodes of products in real life to display the respective page in the Product Picker to save time searching.
Saved Replies
A pre-written library of responses that experts can send in response to high-frequency questions or questions requiring a specific wording or tone.
💭 How it’s used.
Merchants can add and customize saved replies for their teams to use in chats, giving them confidence that responses to common questions are correct and consistent. This may include answers to FAQs, e.g. “What’s your return policy”, or answers that need to include a specific way of expressing information, e.g. for legal reasons.
Experts save time by being able to access these pre-written responses instead of having to type them out each time. They can be confident that these responses contain the correct information expressed in the correct way.
Shoppers receive answers to FAQs more quickly. The information they receive is also then consistent and correct.
🔧 Configuration
Merchants are able to add their own responses and edit existing responses through the Virtual Shopping Dashboard.
Experts are also able to add their own replies through the Store App, e.g. if they have their own way of responding to a common question, introducing themselves, or inviting a shopper to join their Contacts.
Shopper Events
On-site Chat’s tracking API tracks shopper browsing behavior. Any events captured are surfaced to experts during chats.
💭 How it’s used.
Experts can see shopper events in real-time, giving them a clear idea of what the shopper is interested in, what they’re looking for, and whether they like their recommendations. This gives experts the ability to offer more informed support and increase the likelihood and value of check out.
⚙️ How it works.
The API shows experts the following Shopper Events in the Store App:
Which products the shopper is looking at.
Which products the shopper has added to their cart.
Which products the shopper has removed from their cart.
Which search terms the shopper is using.
Which categories the shopper is viewing.
Which products the shopper has previously purchased.
🔧 Configuration
As a minimum merchants are expected to implement Product View and Product Purchase shopper events, the rest are optional.
Smart Greetings
Pre-written greetings that experts can send to shoppers at the start of a chat to introduce themselves.
💭 How it’s used.
Merchants can create on-brand ways for their experts to introduce themselves, e.g. in their specific on-brand “tone of voice”.
Experts can avoid having to repeatedly type high-frequency greetings, allowing them to get the conversation with shoppers started more quickly.
🔧 Configuration
Merchants can include up to three Smart Greetings.
They may make use of the following dynamic variables:
user.firstName – the expert’s first name
user.storeName – the expert’s assigned store
retailer.name – the merchant’s name
retailer.associateTerm – the term a retailer uses to talk about their in-store staff, e.g. “experts” or “associate” (as configured in the Virtual Shopping Dashboard).
Here’s how these dynamic variables may look in context:
Hi, I'm <user.firstName>, a <retailer.associateTerm> at <retailer.name>. I'm live from the <user.storeName> store 👋
Video Call
Experts and shoppers can have a Video Call after connecting, allowing experts to show the shopper products directly in real life.
💭 How it’s used.
Merchants allow experts to connect with online shoppers face-to-face. Video Calls boost average order value by 30%, meaning they could be key in allowing teams to close higher-value sales.
Experts are able to connect with shoppers in a new way, making it easier for them to build a connection with an online shopper. Video Calls may make it easier for them to show products from the shop floor, share recommendations and give shoppers the support they need.
Shoppers can see products up close beyond just static photos, boosting their confidence to make a purchase.
⚙️ How it works.
On a video call, experts and shoppers have control over their video and audio, being able to switch both on and off as needed. This means Video Calls can also be audio-only. The person answering the call can choose whether or not to answer with their audio and video turned on or off.
Both front and back-facing cameras are supported.
Shoppers are also able to initiate a Video Call with an expert. Experts can set themselves as available for Video Calls from their profile in the Store App or on a chat-by-chat basis. If they are available for incoming calls, Shoppers will be able to initiate calls. If they are not available for incoming calls, shoppers have the ability to request a video call, but only the product expert can initiate it.
🔧 Configuration
Experts can allow incoming calls for all chats from their profile, or on a temporary basis for the duration of the current chat session from within the chat itself. Their current call availability is surfaced at the start of each chat in case they wish to edit it.
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