Skip to content

Customer Chat (AI Conversations)

Menu Location: Click the sparkle "Chat with AI about this customer" icon on the Customer Detail page, or go to the AI menu > CONVERSATIONS section, which lists your 10 most recently chatted-about customers plus a "View all..." link.

Overview

The Customer Chat page lets you ask an AI assistant natural-language questions about one specific customer. The assistant is given a snapshot of that customer's account data (see "What Data the AI Sees" below) and answers based on it. It can also draft personalized customer communications for you to review and send yourself.

Primary Functions:

  • Ask questions about a specific customer's account, orders, subscription, and activity
  • Get plain-language summaries drawn from that data
  • Ask the AI to draft a customer message (you still send it yourself)
  • Continue a saved conversation for that customer, or start a new one

This feature is disabled for the farmboxrx tenant; it is available to all other tenants.

Page Layout

  • "Goto Customer" button - returns to the customer's detail page
  • "View Session" link - opens the raw session data (debugging aid)
  • Title - reads "AI Conversations \ [customer ID and name] \ [date/time of this conversation, or "New"]"

Chat Interface

  • Message History - scrollable list of your questions and the AI's replies
  • Input Box - type your question here
  • Send Button - submits your question
  • "New Conversation" link - clears the current conversation and starts fresh for this customer (the old conversation is still saved and can be reopened from "View all...")

The AI's replies are shown as formatted text (the assistant can use lists, bold, and links; there is no separate data-table or citation feature).

How to Use Customer Chat

Starting a Conversation

  1. Open the customer's detail page
  2. Click the sparkle "Chat" icon
  3. If this is the first chat for this customer, you'll see a welcome message with a few example questions to get started:
    • "Does this customer like bananas?"
    • "Write a personal email thanking them for being a customer"
    • "What product have they purchased the most?"
    • "When was their last delivery?"
  4. Type your own question and send it

Before your first message for a customer, you can click the "this customer data" link to preview the exact data package that will be sent to the AI, so you know what it can and can't see.

Returning to Chat

  • Reopening chat for a customer loads that customer's last saved conversation
  • Click "New Conversation" to start over; the previous conversation remains available from "View all..."

Asking Questions

Ask in plain language, one question at a time, and follow up as needed. Because the AI only has the data described below, questions outside that data (or requiring it to take an action) won't get a useful answer.

What Data the AI Sees

Each time you start a conversation, the assistant is given a data package built from this customer's record, including:

  • Company info (name, site URL, support email, phone)
  • The admin user asking the question (your name, username, email, phone, job title)
  • The customer's account record (custy), subscription, and login (users)
  • Their most recent 10 orders and most recent 20 order payments
  • Recent schedule skips and schedule adds
  • Their last 60 account activity log entries
  • Product categories they've marked as disliked

Passwords, security codes, and similar secrets are excluded before anything is sent to the AI.

A footer under the chat shows the token usage for the current conversation (total tokens, prompt tokens, and tokens remaining).

What AI Cannot Do

  • Cannot make changes to the account; it can only describe data and draft suggestions, you make any actual changes yourself
  • Cannot send emails, texts, or messages to the customer directly, it can only draft text for you to send
  • Cannot process payments
  • Only has the data listed above, it does not look up anything outside that snapshot
  • Like any AI assistant, it can misread ambiguous questions or make mistakes, a disclaimer to this effect ("AI can make mistakes. Check important info.") is shown next to the input box

Troubleshooting

AI Gives Incorrect or Confusing Information

  1. Rephrase your question more specifically
  2. Cross-reference with the customer's actual account page
  3. Start a new conversation, this clears prior context that may be confusing the AI

AI Says It Doesn't Have Enough Information

This usually means the answer depends on data outside the package described above (or the customer simply has little history yet). Check the customer's account directly for that information.

Chat Won't Load

  1. Refresh the page and try again
  2. Try a different browser or clear the cache
  3. Contact support if it persists
  • Customer Detail - main customer account page (customer_info.php)
  • Customer Email History - email communication log
  • Customer Log History - account activity log
  • AI Overview - system-wide AI features
  • Customer Chat View All - browse all customer conversations across the store

For additional help, contact your system administrator or Kiva Logic support.