AI Sales Chat is a sales tool, not just a support chat. To fully harness its potential, it’s worth knowing how to configure, monitor and optimise it correctly. Here are some best practices.
1. Set up the chat as an advisor, not a helpdesk
The edrone sales chat is optimised for product recommendations and supporting purchasing decisions – not for after-sales service. Ensure that:
Content in the knowledge base focuses on helping customers choose a product
Welcome bubbles encourage a conversation about the customer’s needs, not just questions about orders
Redirection to a human (escalation) is configured for after-sales enquiries
2. Monitor reports regularly
The Reports → AI Agent section gives you an overview of:
Number of conversations – is the chat being actively used?
Recommendation click-through rate – do customers click on recommended products?
Orders generated and revenue – the chat’s actual impact on sales
Escalations – how often do customers want to speak to a human?
Tip: Check the reports at least once a week, especially at the start. This is the only way to optimise performance.
3. Analyse conversation transcripts
In edrone Inbox, you’ll find full transcripts of all conversations. It’s a goldmine of information:
What questions do customers ask most often? → Add answers to the knowledge base
Which products does the chatbot struggle with? → Update the feed and descriptions
Where do customers drop out of the conversation? → Think about what can be improved
4. Test different welcome bubbles
The content of welcome bubbles has a big impact on how many people open the chat. Test different versions:
Version | Example |
Problem-focused | "Not sure what to choose? I can help!" |
Benefit-focused | "I’ll find the perfect product for you" |
Urgency | "This week’s bestsellers – ask me!" |
Compare the number of conversations before and after changing the chat bubble.
5. Tailor the chat to campaigns and seasons
Chat can be particularly effective when combined with active campaigns:
Black Friday / festive season – add information about promotions and bestsellers for the period to the knowledge base
New collections – update the feed and shopping guides before the launch
Email campaigns – if you’re sending emails about a specific category, set the chat to activate on that category’s page
6. Don’t disable chat on mobile
Over half of the traffic in most shops comes from mobile devices. Disabling chat on mobile means missing out on a large proportion of potential conversations and conversions.
7. Patience and iteration
The chat learns from what you provide it with. The first few weeks are a calibration period – track results, expand the knowledge base and optimise settings. Results improve as the quality of data and the number of conversations increase.