Chat Studio

Chat Studio configures and tests the customer-facing AI assistant. Its preview and settings work with the tenant's own product catalog, services and Knowledge Base. It is separate from Smart Help, which explains how to use the platform.

Open and save settings

Open Chat Studio from the dashboard navigation using a role with access. The preview and settings are shown side by side on larger screens. Save All persists changes; inspect the saved or error status before assuming a change is active. Test again after saving, preferably in a new conversation.

Settings areas

Use the Settings Reference for the purpose, saving steps and tests for individual controls, including greeting modes, matching, visitor limits, voice and human handoff.

Area	What it controls
Business Profile	Business type, Introduce Your Business and greeting options. See the dedicated profile guide for save-time review.
Personality	Assistant identity, tone, answer length and emoji preferences.
Language	Response and product-information language settings. These differ from panel display language.
Display	Product count, prices, stock presentation and supported matching/use-case options.
Limits	Available visitor and conversation limits. These do not increase subscription quotas.
Voice	Available speech-to-text and text-to-speech settings, subject to plan and provider support.
Custom	Supported custom answers and fallback settings. Prepared trigger rules are managed in Auto Replies.
Handoff & Store	Human handoff behavior and supported external-store context.

Exact controls depend on the active platform version, role and enabled features. Do not use an old guide's tab count or defaults to override the values currently shown in your account.

Business introduction and greetings

Describe the business and audience in Business Profile, not provider identity or instructions to ignore rules. Choose an AI greeting or your explicit custom template. Save before testing. The storefront About text is a separate field; changing one does not automatically update the other.

Product matching and presentation

Configure how many products to show and whether prices/stock are included. Where enabled, matching strictness, related alternatives and use-case-aware matching affect which candidates the assistant considers. Product Usage Notes supplies factual use cases; it does not guarantee a match or replace documented specifications.

Keep product facts and stock correct. If results are irrelevant, check catalog readiness, source data and the actual question before changing multiple settings at once.

Language and currency

Supported language controls cover all 18 platform languages. An automatic setting can follow the customer's language where offered. Do not assume panel language forces customer responses. An actual tenant-currency change resets business-language defaults but does not translate existing catalog text; see General settings.

Test safely

Test a specific product, a need-based question, a business policy, an unavailable item and a human-support request. Use a new conversation when checking a greeting. Voice and attachment controls depend on browser permissions and supported formats. Chat Studio connects to the actual assistant; do not treat it as an isolated mock or assume its activity is free of applicable quotas.

For prepared matching answers use Auto Replies. For policies, FAQs and longer reference material use Knowledge Base. Channel reply switches still determine which incoming messages are eligible.

Troubleshooting

A failed Save All leaves the submitted changes unsaved. A business-profile review-required or unavailable message concerns the profile submission, not proof that every product or website field is prohibited. Keep your text and follow the displayed next step. Check plan access, connection state and handoff state when messages do not receive an AI response.