Everything you need to run your AI support.

The assistant answers from your published pages, posts, products, courses and the knowledge you add, reads live store and course data, and hands questions it cannot answer to your team as a ticket. The free plugin is complete on its own, with no account, license or time limit.

• Online stores (WooCommerce): products, live prices and stock, variations, shipping, store policies, and the customer's own orders and tracking.
• Course sites (Tutor LMS, LearnPress): the catalog, what a course covers, and a logged-in student's own enrollment and progress. Never lesson or quiz content.
• Business and service sites: services, opening hours ("are you open now?"), location, service area, quotes and bookings.
• Blogs, docs and membership sites: answers from your content, with links to the source pages.
• Any language: it replies in the visitor's language, including mixed styles such as Banglish or Hinglish.
• Support only: coding help, homework, essays, general knowledge and attempts to change its rules are refused politely.

1. 1Install Smarto AI Customer Support from Plugins > Add New Plugin and activate it.
2. 2Plan: continue with Free, or read what the separate Pro plugin adds.
3. 3Business: choose the kind of site, then add your business name, what you do and a public email.
4. 4Assistant: name and tone, your AI provider, API key and model. Click Test connection, then enter the email that receives requests for your team.
5. 5Go live: pick a brand color and position, set the welcome heading and switch on Show the chat on my site. The live preview shows what visitors see.

Each step saves when you click Save and continue. The guide uses the same settings as AI Support > Settings, so both always show the same values.

Used the plugin before? The guide first shows what is already set and what is missing (AI connected, business description, team email, chat switched on), with Review or Fix for each item.

Activated several plugins at once, or came back later? A Start the setup guide notice shows on the Plugins screen and the Dashboard, and a Setup guide link sits in the plugin row until you finish or dismiss it.

1. 1Open AI Support > Settings > AI provider.
2. 2Choose OpenAI, Anthropic (Claude), Google Gemini, OpenRouter or Custom (OpenAI-compatible). Custom needs a Server address, usually ending in /v1.
3. 3Paste your API key. Saved keys show masked, with Replace and Remove.
4. 4Pick a model in the searchable picker: type to filter, switch between All and Recommended, or type any model id.
5. 5Click Test connection. It checks the key and loads every model your key can use.
6. 6Click Save changes.

Scope check: "Model for the scope check" is optional. A cheaper model from the same provider labels each message before the full answer is written. Leave it empty to use the main model.

The assistant only shares facts from the business profile, your knowledge and live data. It never invents details.

• Show the chat on your site: the main switch. The test chat works while it is off.
• Look: brand color (text on it stays readable automatically), avatar (five icons or your own image), position (Bottom left or Bottom right), round icon or icon with text.
• Text: status under the name, welcome heading and message, up to four suggested questions, message box placeholder.
• Greeting bubble: a short note next to the chat button, shown once per visitor after the delay you set.
• Where it shows: only for logged-in users, hide on content types or page IDs, or place it in a page with [smartoaics_chat].
• Consent and credit: ask visitors to agree before chatting, show the "AI + human support" note, show "Powered by WP Smarto" (off by default).

The AI + human support note is on by default. The chat footer reads "AI + human support. AI can make mistakes." and visitors tap it to message your team. Turn it off to show "Message the team" instead.

• Site content: per content type choose All of them, Only ones I tick in the editor, or None. Custom post types are included, with their categories, tags and custom fields (ACF, Meta Box, Pods and similar).
• Upload a document: Markdown, text, CSV, HTML or Word (.docx), up to 5 MB. Only the text is kept.
• Paste text: policies, price lists or service descriptions. Start lines with # to split topics.
• Questions and answers: best for what visitors ask most. Answered questions always count as on topic.

Only published, public content is used. Drafts, private and password protected pages, lessons and quizzes are always left out. To leave out one page, tick Do not use this content in the AI Customer Support box in the editor.

Content updates automatically when you save a post. Use Rebuild the index after a big import or migration.

Unanswered questions (Knowledge tab) lists what your knowledge did not cover. Answer each one once and the assistant uses your answer from then on.

Skills (AI Support > Skills) are plain language playbooks the assistant loads only when a visitor needs one. Built in: Course help, Human handoff, Order help, Quote request, Returns and refunds, Troubleshooting. Edit them, use Restore original, or write your own with "When to use it" and numbered instructions.

The visitor confirms the handoff with one tap and gets a reference number and your reply time promise. Your team gets an email for each new ticket.

• Inbox (AI Support > Tickets): Waiting for your team, Waiting on customer and Closed, search, bulk actions, reply by email, private notes and the full chat behind each ticket.
• Settings > Tickets: first ticket number (for example 90001) and reply time promise.
• Customer ticket page: every email has a private "View and reply" link. Guests on a new browser confirm a 6-digit code; account holders log in.
• My support requests: a page where logged-in customers see all their requests ([smartoaics_tickets]), plus an optional tab in WooCommerce My Account.
• Settings > Notifications: where new tickets go, confirmation and closed emails to customers, and email template previews.

• Store help: products, live stock and prices, shipping and policies.
• Guest order lookup: order number, billing email and a one-time code sent to that email.
• Show exact stock numbers: off shows only in stock or out of stock.
• Coupons the assistant may share: one per line as CODE | details. No other code is ever shared.
• Course help: course search, details and a student's own progress.

The assistant cannot change orders, give refunds or apply coupons. Order details never include addresses, phone numbers, emails or payment details.

Test it in AI Support > Test chat. The Scope tester sends common misuse prompts: misuse should be refused and support questions answered. A paused visitor can be released on their conversation page.

• Delete conversations after (days): closed tickets are deleted after the same time. 0 keeps everything.
• Delete all plugin data when the plugin is deleted: off by default, so a reinstall keeps your setup.
• Chats are included in the WordPress personal data export and erase tools.
• No tracking and no data sent to WP Smarto.

• Live chat: when a visitor asks for a person and someone is online, the chat moves to AI Support > Live chat and the AI steps back.
• Helpdesk: customer email replies and files into tickets, saved replies, assignment with email alerts, first reply time and time to close.
• Reports: reply times, tickets per day, busiest hours, ticket types, team, ratings and top unanswered questions.
• Export: CSV of tickets and conversations, and transcript downloads.
• Chat widget: a different greeting on chosen pages, and every visitor-facing text can be changed or translated.

1. 1Install and activate the free Smarto AI Customer Support plugin.
2. 2Download Smarto AI Customer Support Pro from your account dashboard on wpsmarto.com.
3. 3Upload it in Plugins > Add New Plugin > Upload Plugin and activate it.
4. 4Activate the license (next section). Until then Pro features stay locked and the free plugin works as before.

1. 1Open AI Support > Pro License and click Activate license.
2. 2Log in to wpsmarto.com and approve the site.
3. 3Back in WordPress, click I approved it, check again. You see "License activated. Pro features are unlocked."

1. 1Turn on Turn on live chat.
2. 2Choose Who is on the support team: everyone with chosen roles, or add people one by one.
3. 3Under What visitors see, show each person's first name or one name for everyone.
4. 4Keep wp-admin open and set yourself to Available on the Live chat screen.

Team members count as online while they have wp-admin open and are not set to Away. When nobody is online, the AI offers to leave a message for the team instead.

• Waiting, Mine, Active and Recent tabs.
• Accept, take over or join a chat, transfer to a colleague, or hand it back to the AI.
• Private notes, typing indicators, saved replies and create a ticket from the chat.
• Sound, admin bar count and desktop alerts. Available or Away status.

• Saved replies (Tickets > Saved replies): insert them in tickets and live chats. {name} becomes the customer's name.
• Assignment: assign a ticket to a team member, who gets an email alert.
• Customer files: on their private reply page customers add up to 5 screenshots, photos or PDF files, 10 MB each. Files are stored privately and only your team can open them.
• Response times: first reply time and time to close on the Tickets screen.
• Export CSV on Tickets and Conversations, and Download transcript on a conversation.

1. 1Turn on Bring email replies into tickets.
2. 2Enter the Address customers reply to, for example support@reply.yourdomain.com.
3. 3Copy the private Address for your email service into Postmark (Inbound stream, Webhook URL), Mailgun (Receiving, Create route, Forward to this address) or SendGrid (Inbound Parse, Destination URL, leave "raw" off).

Different greeting on some pages (Chat widget > Greeting bubble): one per line as part of the address | greeting. The first match wins, for example /checkout | Questions about payment or delivery? Ask me.

Widget text (Settings > Widget text): change or translate every text visitors see, including the replies the server sends such as off-topic warnings, the pause notice, rate limits and ticket confirmations. Leave a field empty to keep the default, shown in grey.