iAdvize answers your visitors’ questions directly on your website. Depending on your contract, your AI Shopping Assistant answers them, agents from your team do, or both. This guide explains how each case works and what you need to set up.

1. How it works with your AI Shopping Assistant

Your AI Shopping Assistant is a conversational assistant. It answers your visitors’ questions directly on your website, using the information you give it: your product catalogue and your content.

What your visitor experiences

1. They browse your website, for example a product page.
2. A widget appears in the page: it is the entry point to the Assistant, for example a few ready-made questions about the product.
3. They click one of these questions: the conversation opens and the Assistant answers.
4. They keep chatting with the Assistant, which relies on your catalogue and your content to answer.

What you set up

Four elements, each in a menu of your administration:

• The Assistant, in the Shopping Assistant menu: its identity, how it reacts, its appearance.
• Its knowledge, in the Knowledge menu: your product catalogue and your content, which it relies on to answer.
• Where and how it shows up, in the Engagement menu: the engagement strategies, detailed below.
• The iAdvize tag, in Settings > Integration: a piece of code to install once on your website, so the Assistant can appear there.

The engagement strategy

An engagement strategy decides where, on which device and in which form your Assistant shows up to your visitors. You create it in Engagement > Engagement strategies. It brings together:

• the page type it applies to (Product, Category, Purchase funnel…);
• the device: desktop, mobile or both;
• the widget shown to the visitor;
• the conditions to meet for the widget to show;
• the AI Shopping Assistant that answers visitors.

Widgets

The widget is the visible element on your website that invites the visitor to start the conversation. The widgets on offer depend on the page type, and the best fit is marked Recommended:

• Embedded Conversation Starters: ready-made questions shown inside the page, for example on the product page;
• Floating Conversation Starters: the same questions, shown on top of the page;
• Badge: a discreet entry point, on mobile.

Putting a strategy online

For your Assistant to show to your visitors:

1. In the strategy, choose a widget and add at least one condition.
2. Select the Assistant that will answer visitors.
3. Put the strategy online: ⋮ > Switch to online in the strategy list.
4. Check that your Assistant is active.
5. Check that the iAdvize tag is installed on your website.

In the list, the status of each strategy shows where it stands:

• Online: your visitors see the widget;
• To be configured: the widget or a condition is missing, the strategy cannot be put online yet;
• Offline: the strategy is complete but switched off;
• Not displaying: the strategy is online but its Assistant is inactive, so your visitors see nothing.

Transfer to an agent

By default, your Assistant answers every conversation on its own.

Going further

• Import your product catalogue, first step of the onboarding journey
• Engagement strategies
• Changes to the engagement menu

2. How it works with agents

Agents are the people from your team who answer your visitors. iAdvize automatically decides which visitors are offered a conversation and which agent answers them, in four steps.

Step 1: Visitor detection

iAdvize spots the visitor on your website and checks whether they match a targeting rule you defined beforehand. This rule sets when and how to display a message, a chat button or another entry point.

Step 2: Visitor engagement

If the rule’s conditions are met, the visitor can start the conversation. This targeting rule is automatically linked to a routing rule, which decides which team of agents receives the conversation.

Step 3: Routing to a group

The routing rule sends the conversation to a routing group, meaning a team of agents. This group is selected according to the order or split defined in the rule, among the groups that have an agent who is online, available and speaks the language of the conversation.

Step 4: Agent assignment

The conversation is automatically assigned to an available agent in the targeted group: the one who received their last conversation the longest time ago.

What the visitor experiences in the conversation

Once the conversation has started, the visitor has access to the following features:

• Rich content: the visitor can send emojis, images (GIFs included) and, when an agent is answering, PDFs.
• Custom design: the look of the chatbox can be customised (font, colours, corners) to match your website.
• One single conversation: within the same conversation, the visitor can talk to agents, iAdvize chatbots or chatbots built by third parties.
• Immediate or delayed answer: the visitor gets an answer in real time, or later (asynchronous conversation). If they turned on notifications and gave their email address, they receive an email when an agent answers and they have not seen the message.
• Multi-device: the conversation is available on your website and in your brand’s mobile app through the mobile SDK.

To set up the look and options of the chatbox, read the article dedicated to chatbox configuration.

3. Prerequisites with agents

For your agents to answer your visitors, four elements must be in place.

3.1. User profile creation

This is the very first step. Every person expected to use the platform (Agent, Manager or Administrator role) must have a user account with an appropriate role.

 Without active user profiles, no agent can engage with visitors.

3.2. Routing group setup

Groups help organize your teams using criteria such as:

• Job function

• Language

• Geographic area

• Skills (products, services, specialties…)

This structure allows for automatic routing of conversations to the appropriate agents.

A group can contain one or more agents. You can create as many groups as needed to reflect your operational rules.

3.3. Notification & chatbox configuration

Notifications and the chatbox are the visitor-facing entry points. They must be configured to enable conversation triggers.

• Notifications: Capture the visitor’s attention (e.g. banners, pop-ins)

• Chatbox: Enables direct interaction

These should be set up during onboarding to prevent any disruption in the visitor journey.

3.4. Targeting rule activation

Targeting rules define:

• When to trigger a notification or chatbox

• To whom (based on behavior, page, traffic source, etc.)

• How (priority, frequency, format)

They must be active for any campaign to function.

4. Summary checklist of required elements with agents

Before your agents start answering, check that these elements are in place:

Conclusion

With your AI Shopping Assistant, an online engagement strategy, an active Assistant and the installed tag are all you need to engage your visitors.

With agents, iAdvize relies on a well-structured ecosystem: targeting rules, routing groups, agent profiles, and visual components (chatbox / notifications). Before launching any marketing action or engagement campaign, these foundational blocks must be in place to ensure a seamless and effective activation.