What the chatbot can do
Beyond answering from your knowledge base, the assistant can act on your store: look up an order, hand over an invoice, and open or check a help desk ticket. This page describes those capabilities and the verification that guards them.
Store knowledge
Every product, category, CMS page, store information document, and Mirasvit Knowledge Base article that the sync pushes is answerable. Products go over with their variants, attributes, and images, so questions about sizes, compatibility, and specifications are answered from real catalog data rather than guessed.
The assistant replies in the language the customer wrote in, without any per-language configuration.
Context for logged-in customers
When a logged-in customer opens the chat, the widget passes the session context, so the assistant does not have to ask for what the store already knows:
- Customer - name and email.
- Cart - item count, subtotal, and each item's SKU, name, quantity, and price.
- Recent orders - the five most recent orders, each with its increment ID, date, total, and status.
A guest visitor gets none of this, which is why the actions below require an email address and a verification step.
Order lookup
The assistant can retrieve an order by order number and email, and answer from it: status, items, totals, payment, tax, discounts, shipping method, refunds, shipping address, and tracking information.
- A logged-in customer looking up their own order needs no extra step.
- A guest, or anyone asking about an email other than their own, must verify the email first.
Invoice download
The assistant can hand the customer download links for an order's invoices, under the same rules as the lookup above.
Invoices are rendered through your store's own invoice mechanism, so if you run a third-party invoice extension the customer gets your branded PDF rather than the plain Magento template.
Help desk tickets
These two capabilities are available only when Mirasvit Help Desk MX is installed. Without it they are simply not offered to the assistant.
- Check a ticket - retrieve a ticket's details and message history by ticket code and email.
- Submit a ticket - create a new ticket with a subject, a message, and optionally a related order number. Submitting always requires a verified email.
This is what makes an escalation instruction in a Guidance rule actionable: the assistant can end an unresolvable conversation with a real ticket instead of an apology.
Email verification
Privileged actions on an email address the visitor has not proved they own are gated by a one-time code.
How it works:
- The assistant sends a six-digit code to the email address, using the EChat Email Verification transactional template.
- The customer reads the code from their inbox and types it into the chat.
- Once verified, the address stays verified for the rest of the conversation. Looking up an order and then submitting a return does not ask for a second code.
The details that matter in support conversations:
| Rule | Behavior |
|---|---|
| Lifetime | A code expires 10 minutes after it is sent. A customer entering an expired code is told it expired, not that it is invalid. |
| Single use | A code that has been used once cannot be reused. |
| Asking twice | Requesting a code again while the first is still valid does not replace it. The assistant repeats that the code was sent, and the code already in the customer's inbox keeps working. |
| Per address | Codes are tracked per email address, so two visitors verifying different addresses at the same time do not cancel each other out. |
| Rate limit | At most 100 new codes per hour per IP address. Reusing a still-valid code does not count against it. |
| Logged-in customers | Not required for a logged-in customer acting on their own account. |
Customizing the verification email is ordinary Magento work: the template is registered as EChat Email Verification and can be overridden under Marketing > Communications > Email Templates.
Extending what the assistant knows
Anything else in your store can be made answerable by adding a sync provider - a small module that yields documents into the knowledge base. See How to add a custom data source.