Smartsupp
Smartsupp is a live chat and AI-powered customer support platform designed to help online stores engage visitors, answer questions instantly and increase conversions. It combines human chat, chatbots and video recordings to give you full visibility of customer behaviour and improve response times.
Key features for Smartsupp include:
- Real-time live chat that allows you to talk directly with visitors while they browse your website
- AI-powered chatbot that can automatically answer common questions and qualify leads
- Video recordings of visitor sessions so you can see exactly how customers interact with your store
- Customisable chat widget that matches your brand and works on both desktop and mobile
- Centralised inbox and mobile app for responding to chats anywhere
- Integrations with popular platforms and CRMs (e.g., Google Analytics, Shopify, PrestaShop) for unified tracking and data sync
Smartsupp offers a simple, effective way to provide instant customer support and boost sales without complex setup. You can:
- Use live chat to guide customers through checkout or answer product questions in real time
- Deploy chatbots to respond instantly to FAQs and capture leads when staff are offline
- Watch visitor recordings to identify usability issues and improve conversion performance
- Track the impact of conversations on sales using built-in analytics
Smartsupp integrates with ShopWired easily by adding its chat widget code to your ShopWired theme.
Installing Smartsupp on your ShopWired website
Installing Smartsupp on your ShopWired website
Once you've created your Smartsupp account, Smartsupp will provide you with some code that needs to be added to your ShopWired website, similar to the example shown below:
<script type="text/javascript">
var _smartsupp = _smartsupp || {};
_smartsupp.key = '44990c397b8877ef834fb9dcbbb4b5104c91fd11';
window.smartsupp||(function(d) {
var s,c,o=smartsupp=function(){ o._.push(arguments)};o._=[];
s=d.getElementsByTagName('script')[0];c=d.createElement('script');
c.type='text/javascript';c.charset='utf-8';c.async=true;
c.src='https://www.smartsuppchat.com/loader.js?';s.parentNode.insertBefore(c,s);
})(document);
</script>
You can add this code to your ShopWired account in one of two places:
- Into the Personalisation scripts setting on the Visitor monitoring page within your ShopWired account, read more
- If you are using ShopWired's cookie consent widget, visitors will need to consent to cookies before they can use Smartsupp
- Into your theme's
master.twigfile - Navigate to Website > Themes and select the
code editoroption for the theme that you'd like to install it on - Add the code just above the closing
</head>tag
Product feed
Product feed
To provide Smartsupp with your product data:
- Install the Product multi-channel feed app
- Obtain the URL for your product feed from your ShopWired account
- ShopWired recommends using the
Only published productsfeed
- ShopWired recommends using the
- Enter this URL into your Smartsupp account into the Mira AI settings
Recommendations
Recommendations
Once you’ve added the Smartsupp chat widget to your ShopWired website, take a few extra steps to make sure your chatbot can provide accurate, helpful answers to your customers.
Create useful website pages
Add pages with clear, up-to-date content such as Delivery Policy, Returns Policy, Privacy Policy and Terms & Conditions. The chatbot scans your website to find answers, so the more complete these pages are, the better the AI can respond.
Use the FAQ feature
Add common customer questions directly into Smartsupp, such as:
- What payment methods do you accept?
- How long does delivery take?
- Do you ship internationally?
- How can I return an item?
These FAQs give the chatbot a strong base of knowledge to answer visitors quickly.
Adjust timing and triggers carefully
Don’t overwhelm visitors with instant pop-ups. Configure Smartsupp’s triggers to appear after a few seconds or only on specific pages (e.g. basket or checkout) where assistance matters most.
Review chat transcripts and recordings
Check which questions are being asked most often and use that insight to improve your site content or add new FAQs.
Combine automation with personal chat
Let the chatbot handle routine queries, but make sure a real person is available during business hours to take over live chats when needed.
