The AI Support Desk, called Ask My Business in your shop, is an optional AI chat for logged-in customers who have bought from you. It sits on top of your support form. A customer asks a question and gets an instant answer based on what they specifically bought: their orders, that product's description and downloads, and your shop's published FAQ. When it cannot answer with confidence, it passes the question to your normal support inbox, so nothing is lost.
The AI Support Desk is available on self-hosted shops only. It is off by default. If you never switch it on, your support page works exactly as before.
What you need first
It runs on your own AI key (Anthropic, OpenAI or Google), the same one as your other AI features. You are billed directly by your provider. Set it up under AI, then AI Settings: paste the key, choose a model and use the Test button. Your key is stored encrypted, so your shop needs an ENCRYPTION_KEY first. See The Encryption Key.
Turning it on
- Go to AI, then AI Settings.
- Under Features, tick AI Support Desk (Ask My Business).
- Save.
Your customer Support page now shows a banner above the form inviting logged-in customers to ask first. The form stays underneath as the fallback. Untick the feature at any time to switch it off. Nothing is deleted.
What the customer sees
- A logged-in customer opens the Ask page, or clicks the banner on the Support page.
- They type a question. The assistant sees only that customer's own completed orders, the products they bought, and your published FAQ. It never sees another customer's data, unpublished products or anything admin-only.
- It answers using only that information. It is told not to invent order details or refund policies.
- If it can answer, the customer gets an instant reply and can keep chatting.
- If it cannot help, such as with a refund request or a dispute, it says so and creates a real support request for you, with the conversation attached. The customer gets the usual confirmation email.
- At any point the customer can click Skip the AI and connect me with a person to escalate straight away.
What you see as the owner
- Every conversation is listed, read-only, under Customer conversations in your admin. It shows the transcript, whether it escalated and a link to the resulting support request. It is also a good place to spot questions worth adding to your FAQ.
- Escalated conversations appear in your normal Support requests, with the conversation in the message.
- Every call is counted in your AI usage and is covered by the optional monthly call cap in AI Settings.
Cost and safety
Each question uses your AI key and is billed by your provider. The monthly call cap is shared across all your AI features. If it is reached, customers are shown a message pointing them to the plain support form.
Ask My Business, Expert Twin and Product Coach
- Ask My Business: for logged-in customers, about what they bought. It escalates to a real support request.
- Expert Twin: for anyone, at your public Ask page. A conversation before they buy, built from the knowledge base you provide.
- Product Coach: for buyers of one specific product, answering from that product's workbook.
Each is switched on separately under AI Settings. See The Coach App: Expert Twin and Product Coach.
If something is not working
- The banner does not show on the Support page: the feature is not ticked yet, or your AI connection has not been tested. Check AI Settings.
- It says it has no information about something: it only sees what that customer bought and your published FAQ. It does not know about products they have not purchased.
- A conversation escalated but no confirmation email arrived: check your email settings, since the same setup sends your support form confirmations.