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 and blog post 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.
Product recommendations
When the assistant recommends products, the widget shows them as product cards with a photo, the name and the price, linked to the product page.
- One product - a single card, with the photo beside the name and price.
- Two or more products - a row of photo tiles the visitor scrolls to the side: a swipe on touch, the arrows with a mouse.
There is nothing to configure: the cards use the products synced to the knowledge base.
Images and screenshots
A visitor can attach a photo or a screenshot to a message, as long as Allow file attachments is on (see Settings). The assistant reads the image and understands what is on it: a product, a label, an error message, a damaged parcel. It answers about it like about any other message.
When the visitor asks to find a product from a picture, the assistant describes what it sees in words and searches your knowledge base for them, the same keyword search it uses for a typed question. It does not compare the picture with your product images: there is no visual search. So it finds the right product when the image shows something it can name in your catalog's terms, such as a brand, a model, a product type or a colour. For a product that looks like many others, the result may be a similar product rather than the exact one. A short description from the visitor next to the image, such as the name, the type or the category, gives better matches.
Talking to a person
With live chat on, a visitor can ask for a person from the widget, or ask the assistant for one. While someone from your team is Available, the conversation goes to your team; while nobody is, the visitor can leave a message.
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.
Tracking information includes the carrier, the tracking number, and the title of each shipment's tracking record. If your store keeps more on the tracking record, such as a tracking URL added by a shipping extension, the assistant receives that as well and gives the customer the tracking link. No setting is needed.
- 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.
The assistant can also be given new actions, such as looking up a quote or a return, by adding a tool - a small module with one class. See How to add a custom chatbot tool.