CMS Chat Bot

The Website World chat assistant

The chat assistant is a helper built into the CMS. Open it from the chat icon, and use the minus button in its top corner to put it away again. Use it to find your way around the CMS, find things on your website, get answers from the help articles, check a domain, an email address, a web page or an order, and build reports. If it cannot help, it can pass the conversation to our support team.

It works in two ways. Many requests are recognised as soon as you type them and answered straight away from the CMS and your website, with no AI involved. Anything that needs thinking, such as a question about how something works or why something happened, is answered by the AI assistant, which can also look things up for you while it works.

Getting started

• Type in the box at the bottom and press Enter to send. Press Shift and Enter to start a new line.
• While the AI is working you will see a short status line, and any pages or articles that were found are shown underneath it so you can start reading before the answer arrives.
• Links to pages in the CMS open in the same window. Links to the help site and other websites open in a new tab.
• The assistant knows which page you are on, and when that page is about a particular page, product or blog, it knows which one. You can say "this page" or "why can't I change this".
• If you leave a conversation for more than an hour, your next message starts a new conversation. The old one stays in the list.

Conversations

• Click "Previous conversations" to go back to an earlier conversation, or start a new one with "+ New conversation".
• You can also type "new chat" or "new conversation" to start fresh.
• Very long conversations become slower and use more of your allowance, so the assistant will ask you to start a new one. Nothing is lost: the old one stays under Previous conversations.
• Search results and links the assistant showed you stay in the conversation, so you can scroll back to them.

Language

• Use the language box at the top to change the language. The buttons and wording of the chat change at once, and the assistant replies to your questions in that language from then on.
• Earlier messages in the conversation are not translated.
• The example commands on this page, such as "find customer" and "check order", must be typed in English. The assistant can still understand questions written in your own language.

Quick commands

These wordings are recognised straight away and answered without the AI, so they are the fastest way to get something done. Replace the words in capitals with your own.

Go to a page in the CMS

• Type the name of the page or what you want to do, in a few words: "manage domains", "edit settings", "email newsletters", "order history".
• If there is exactly one clear match, the chat takes you there. If several pages match, they are listed as "Navigation options". Reply with a number to choose one.
• Phrases of up to six words that are not questions work best. Questions such as "how do I add a product?" go to the help articles and the AI instead.

Open or edit something on your website

• "edit product BLUE SHOES"
• "open page ABOUT US"
• "open blog SPRING SALE"
• "edit category SHOES"
• "open order 1234", "view invoice INV-1234"
• "open customer jane@example.com", "view member JANE SMITH"
• The first word can be edit, open, view or show. The second word can be product, page, blog, category, event, listing, directory, order, invoice, customer or member.
• If exactly one result of that kind is found, the chat goes straight to it. If there are several, they are listed with the kind of each one shown. If you give an id for a page, blog, product or category that the search cannot find, the chat offers a link to open it in the editor by its id.

Search your website

• "search for SHIPPING", "find customer SMITH", "look up order 1234", "find jane@example.com"
• The search covers your pages, blogs, products, categories, events, directories and listings, and also your customers and orders. The best matches are listed. If there are more than eight you are asked to add more detail, such as a full email address, an order number or a surname.
• A customer link opens the customer in the CMS.

Get help articles

• Ask in your own words: "how do I add a product?", "how do I change my shipping rules?".
• The assistant searches the help articles, reads the best ones, and answers from them with links. If the first search misses, it tries other words and synonyms.

Reports

• "top 10 customers by sales this year"
• "orders this month by product"
• "how many orders did we have last week?"
• The assistant builds the report and gives you a link to open it. If the report is large, it will not read all the rows. Ask it to look at the data if you want its opinion on it, for example "why did sales drop in March?".

Start over, or talk to a person

• "new chat" starts a new conversation.
• "contact support", "talk to a human", "raise a ticket" or "get human help" sends a short summary and a copy of the conversation to our support team, and they will contact you.
• To add something later, say "send an update to support" or "tell support ...". Up to three messages can be sent from one conversation.

Check, test and investigate

Start a message with check, test or investigate, followed by what you want checked. The assistant runs the right investigation, and the AI then explains the long technical result in plain words: what is wrong first, what it means for you, and what to do next. You can add a question after the value, such as "check mydomain.nz why is my email not working?", and the answer will address it.

• You can leave out the type word, because the value shows what it is. "check mydomain.nz" is a domain, "test jo@example.com" is an email address, "check https://mydomain.nz/shop" is a web page, and "check order 1234" is an order.
• Take care with an order number and no type word: it needs at least three characters, and no extra words after it. Say "check order 12" for a short number.

Domain: check mydomain.nz

• Whether the domain is registered, available or can be transferred, and who the registrar is.
• The nameservers, where the website is hosted, the mail servers, and the email records SPF, DKIM and DMARC.
• Whether the settings held in the CMS agree with what the rest of the internet sees.
• This can take up to a minute.

Email address: test jo@example.com

• Whether there is a mailbox or a forwarding rule for the address, and where forwarded mail ends up.
• Whether local mail is switched on for the domain, whether its DNS is with us, and which mail server is in charge.
• Whether the mail servers answer, the email records, and the settings for your mail program.
• Use it for "I am not receiving mail" and "my mail is bouncing".

Web page: check https://mydomain.nz/page

• Give one specific page address. It reports the status of the page, whether it redirects (it is reported, not followed), the security certificate, and where the host resolves to.
• For a page on your own website it also compares the CMS redirect rules with the live address.
• If the page cannot be reached, it also checks the domain. Say so if you have a styling problem, and it can look at the page and its stylesheets.

Order: check order 1234, investigate invoice INV-1234

• You can use the order number, the invoice number, or the internal order id. The words order, cart, basket, invoice and quote all work.
• It reads the order with its line items and products, the discounts and shipping rules that applied, the customer and their pricing, the payment method and the tax.
• Use it to ask why a price, discount, tax amount or total came out the way it did.

Follow-up questions

• After an investigation, keep asking questions about it. The assistant keeps the result, so it does not run the check again.
• To get fresh information, type the check again or say "check again".
• Checks are limited so that the same check cannot run again and again in one message.

Customer information and privacy

• When it helps answer your question, such as why a customer received a discount, the assistant reads the relevant order and customer details. It only asks for what it needs, and prefers a summary or a report link over long lists of rows.
• Search results you were shown are kept with the conversation and are included if you send the conversation to our support team.
• Please do not type passwords or card numbers into the chat.

Limits

• Each website has a daily allowance of AI use. When it is used up, new questions cannot be answered until tomorrow. Searching, finding pages, customers and orders, and contacting support still work.
• The assistant can only see what you are allowed to see in the CMS. Some customers may be hidden if your account is limited to certain customers.
• It can be wrong. Check important details such as prices, dates and settings before acting on them, and use the links it gives you to see the real information.

Tips for better answers

• Say what you are trying to achieve, not just the problem: "I want customers to choose a delivery date at checkout".
• Include names, ids or addresses when you have them.
• If a search finds nothing, try a different word, a full email address, or an order number.
• If an answer is not right, say what is wrong. The assistant will try again with that in mind.
• Start a new conversation when you change to a different subject.