# Look & Appearance Settings
Source: https://docs.sensbot.ai/customization/appearance
Customize the web chat widget design and layout
These settings define how the chatbot appears on your site and how visitors interact with it visually. From colors and logos to positioning and animations, you have full control over the chat widget's appearance.
## Accessing Appearance Settings
1. Open the **Sensbot AI app** in your platform admin panel (Shopify, IdoSell, Upgates, Shoper, etc.)
2. In the **main menu**, choose the **store** you want to customize
3. Select the **locale/language** for which you want to modify the chatbot
4. Open the **Settings** tab to start adjusting chatbot options
You'll see the **Web chat widget** section which controls the visual style and layout of the chat window on your website.
## Basic Identity Settings
### Assistant Name
The assistant's displayed name (e.g., *Luna*, *Shop Helper*, *Alex from PMBike*). This name appears under the avatar in the chat header, helping humanize the chatbot experience and make interactions feel more personal.
**Examples:**
* For a bike shop: "Alex from PMBike"
* For fashion retail: "Emma"
* For tech support: "Tech Helper"
### Assistant Description
Displayed below the assistant's name inside the chat window header. Use it to describe your assistant's role and set expectations.
**Examples:**
* "Your personal shopping assistant"
* "Here to help with orders and returns"
* "Product expert & support specialist"
### Gender
Choose a gender (Male, Female, Other) to personalize the assistant's voice and persona. This helps create a consistent character for your chatbot.
### Language
Select the main language for this chatbot instance. The chatbot will automatically respond in this language. You can configure different languages for different locales of your store.
## Welcome Experience
### Welcome Message
The first message customers see when they open the chat window. Make it friendly, clear, and action-oriented.
**Examples:**
* "Hi there! How can I help you today?"
* "Welcome! Looking for something specific?"
* "Hello! I'm here to answer your questions about our products."
### Suggested Questions
Quick-reply buttons shown below the welcome message to guide users toward common topics. These help customers get started quickly without typing.
**Examples:**
* "Track my order"
* "What is your return policy?"
* "Do you ship internationally?"
* "Help me find the right size"
* "Tell me about current promotions"
**Best Practices:**
* Use 3-5 suggested questions
* Focus on your most common customer inquiries
* Keep questions short and clear
* Update seasonally (e.g., add "Holiday shipping" in December)
## Next Steps
Now that you understand the basic appearance settings, explore these specific customization areas:
### Visual Customization
* **[Colors & Branding](/customization/appearance/colors)** - Customize color schemes, logos, avatars, and brand elements
* **[Widget Layout & Position](/customization/appearance/layout)** - Adjust positioning, spacing, and display options
### Behavioral Customization
* **[Chat Availability & Persistence](/customization/appearance/availability)** - Control when chatbot appears and how it remembers conversations
* **[Proactive Engagement](/customization/appearance/engagement)** - Configure proactive messages, launcher delays, and animations
### Additional Configuration
* **[Behavior & Tone](/customization/behavior)** - Define how your chatbot communicates
* **[Knowledge Base](/customization/knowledge-base)** - Add content for accurate, brand-specific answers
# Chat Availability & Persistence
Source: https://docs.sensbot.ai/customization/appearance/availability
Control when your chatbot is available and how it remembers conversations
Manage when your Sensbot AI chatbot appears on your website and how it handles conversation history across user sessions.
## Availability Schedule
Control when the chatbot is visible to your website visitors.
**Options:**
* **Disabled (24/7):** Chatbot available all the time
* **Schedule Enabled:** Set specific days and hours when it's visible
### When to Use Scheduling
**Match your customer support hours:**
* Show chatbot only during business hours (e.g., 9 AM - 6 PM)
* Align with when human support is available for handoffs
* Set different hours for different days (e.g., shorter weekend hours)
**Hide during maintenance windows:**
* Temporarily disable during site updates
* Prevent customer interactions when systems are down
* Avoid confusion during planned outages
**Enable only during peak shopping hours:**
* Show chatbot during high-traffic periods
* Target specific time zones for international stores
* Optimize for when conversion rates are highest
### Setting Up a Schedule
## Chat Persistence
Control how long the chatbot remembers conversations with each visitor.
### Persistence Options
**Never forget:**
* Keeps full chat history indefinitely
* Remembers conversations across all visits
* User returns days later and continues same conversation
**Forget when all tabs closed:**
* Remembers conversation while browsing site
* Clears memory when all browser tabs close
* Fresh start on next visit
**Forget after tab closed:**
* Clears conversation when active tab closes
* Most privacy-focused option
* Each page visit is treated as new conversation
## Next Steps
* **[Colors & Branding](/customization/appearance/colors)** - Customize visual appearance
* **[Widget Layout & Position](/customization/appearance/layout)** - Adjust positioning
* **[Proactive Engagement](/customization/appearance/engagement)** - Configure proactive messages and animations
* **[Behavior & Tone](/customization/behavior)** - Define communication style
# Colors & Branding
Source: https://docs.sensbot.ai/customization/appearance/colors
Customize the chatbot color scheme and branding
Make your Sensbot AI chatbot visually consistent with your brand by customizing colors, logos, and icons. These visual elements help create a seamless, professional experience for your customers.
## Color Customization
### Main Color (Accent Color)
The primary color used throughout the chat interface, including:
* Chat bubbles (bot messages)
* Buttons and interactive elements
* Header background
* Highlighted text and links
**How to Choose:**
* Match your brand's primary color
* Ensure good contrast with white text
* Test readability on both light and dark backgrounds
## Visual Brand Elements
### Company Logo
Your brand logo appears in the chat window header, providing immediate brand recognition.
**Specifications:**
* **Recommended size:** 64Γ64 pixels
* **Formats:** PNG, SVG, JPG
* **Best practice:** Use a transparent PNG or SVG for clean appearance
* **Placement:** Top-left corner of the chat header
**Tips:**
* Use a square or icon version of your logo (not full wide logo)
* Ensure logo is visible against the header background
* Keep file size under 100KB for fast loading
### Avatar Image
The AI assistant's profile picture, displayed next to each bot message and in the chat header.
**Specifications:**
* **Recommended size:** 64Γ64 pixels
* **Formats:** PNG, SVG, JPG
* **Style options:**
* Your company logo (reinforces brand)
* Generic assistant icon
* Custom character illustration
* Photo of a team member (if positioning as human-assisted)
**Creative Ideas:**
* **Product-focused:** Icon representing your product category (bike for bike shop, book for bookstore)
* **Mascot:** If you have a brand mascot, use it here
* **Professional:** Abstract geometric shape in your brand colors
* **Human touch:** Illustrated character matching your assistant's name and gender
### Launcher Icon
The small icon shown in the chat bubble before visitors open the chat window.
**Specifications:**
* **Recommended size:** 50Γ50 pixels
* **Formats:** PNG, SVG
* **Common choices:**
* Chat bubble icon (default)
* Message icon
* Your simplified company logo
* Question mark icon
**Best Practices:**
* Keep it simple and recognizable even at small size
* Ensure good contrast against your website's background
* Use your accent color or brand color
* Consider animation compatibility
## Next Steps
* **[Widget Layout & Position](/customization/appearance/layout)** - Adjust where and how the chatbot appears
* **[Behavior & Tone](/customization/behavior)** - Define your chatbot's communication style
# Core Personality Settings
Source: https://docs.sensbot.ai/customization/appearance/core-personality
Configure your chatbot tone and response length
Configure the fundamental personality traits that define how your Sensbot AI chatbot communicates with customers.
## Personality / Tone of Voice
**π Friendly**
* Warm, conversational, casual
* Best for: Retail, fashion, food, lifestyle brands
**πΌ Professional**
* Formal, precise, business-appropriate
* Best for: B2B, financial, legal, healthcare, enterprise
**β€οΈ Empathetic**
* Understanding, supportive, patient
* Best for: Customer service, wellness, education, non-profits
## Length of Responses
**Short**
* 15-30 words, compact and efficient
* Best for: Quick facts, mobile audiences, fast-paced retail
**Medium (Recommended)**
* 30-60 words, balanced with context
* Best for: Most e-commerce, general support
**Detailed**
* 60-100+ words, full explanations
* Best for: Complex products, B2B, high-involvement purchases
## Next Steps
* **[Custom Instructions](/customization/behavior/custom-instructions)** - Fine-tune with custom instructions
* **[Knowledge Base Settings](/customization/knowledge-base)** - Add information for accurate answers
* **[Look & Appearance Settings](/customization/appearance)** - Customize visual design
# Proactive Engagement
Source: https://docs.sensbot.ai/customization/appearance/engagement
Configure proactive messages and animations to attract visitor attention
Use proactive engagement features to attract visitor attention and encourage them to start conversations with your Sensbot AI chatbot. These tools help increase chat engagement rates and guide customers toward getting help.
## Proactive Messages
Optional messages shown near the chat bubble to attract attention and encourage interaction. These small tooltips or speech bubbles appear next to the launcher icon.
### What Are Proactive Messages?
Proactive messages are small text snippets that appear near your chat launcher button, designed to:
* Catch visitor attention
* Communicate value proposition
* Encourage first interaction
* Highlight current promotions or help topics
**Visual Appearance:**
* Small speech bubble or tooltip
* Appears next to launcher icon
* Can be dismissible or persistent
* Animates in smoothly
### Example Messages
**General Help:**
* "Need help? Chat with us!"
* "Got a question? We're here!"
* "π Hi! How can I help you today?"
* "Questions? Just ask!"
**Specific Topics:**
* "π Questions about shipping?"
* "Need help choosing the right size?"
* "Looking for product recommendations?"
* "Want to track your order?"
**Promotional:**
* "π Ask me about our current sale!"
* "π° Free shipping questions? Ask here!"
* "π Holiday gift ideas? I can help!"
**Urgency/FOMO:**
* "β‘ Quick question? I'm here!"
* "β° Need help before checkout?"
* "π₯ Sale ends soon β any questions?"
## Launcher Delay
Control when the chat launcher button appears after a visitor lands on your page.
### What Is Launcher Delay?
A configurable delay (in seconds) before the chat bubble becomes visible to visitors.
**Default:** 0-1 seconds\
**Recommended:** 2-3 seconds\
**Range:** 0-10 seconds
### Why Use a Delay?
**Reduce Initial Overwhelm:**
* Let visitors orient themselves first
* Don't compete with page load elements
* Allow hero content to be focal point
* Create smoother user experience
**Improve Perception:**
* Delayed appearance feels more natural
* Avoids "cluttered" first impression
* Draws attention when it appears
* Seems less intrusive
## Next Steps
* **[Chat Availability & Persistence](/customization/appearance/availability)** - Control when chatbot appears
* **[Colors & Branding](/customization/appearance/colors)** - Customize visual appearance
* **[Widget Layout & Position](/customization/appearance/layout)** - Adjust positioning
* **[Behavior & Tone](/customization/behavior)** - Define communication style
# Widget Layout & Position
Source: https://docs.sensbot.ai/customization/appearance/layout
Adjust the chatbot widget layout and positioning
Fine-tune where and how your Sensbot AI chatbot appears on your website. These settings help you integrate the chat widget seamlessly with your site's design and avoid conflicts with other elements.
## Widget Positioning
### Widget Position on Page
Choose which side of the screen displays the chat bubble.
**Options:**
* **Right (default):** Most common placement, follows standard chat conventions
* **Left:** Useful if you have other widgets on the right side
**Considerations:**
* **Right placement** is familiar to most users (matches Facebook Messenger, WhatsApp Web, etc.)
* **Left placement** works well if you already have:
* Shopping cart button on the right
* Other chat widgets or help buttons
* Cookie consent banners that appear bottom-right
**Mobile Behavior:**
The widget automatically adjusts for mobile screens, typically appearing as a fixed button in the corner.
### Side Spacing (Horizontal)
Horizontal distance in pixels from the screen edge to the chat bubble.
**Default:** 20px\
**Range:** 0-100px\
**Common values:**
* `20px` - Standard spacing, most common
* `30-40px` - More breathing room
* `10px` - Closer to edge for compact layouts
**When to adjust:**
* Your website has edge-aligned elements
* You want to match spacing of other floating buttons
* Mobile optimization (consider smaller spacing for small screens)
### Bottom Spacing (Vertical)
Vertical distance in pixels from the bottom of the screen to the chat bubble.
**Default:** 20px\
**Range:** 0-150px\
**Common values:**
* `20px` - Standard positioning
* `60-80px` - When you have a sticky footer or navigation bar
* `100+px` - For sites with multiple bottom bars (cookie consent + navigation)
**When to adjust:**
* You have sticky bottom navigation
* Cookie consent banners are permanently visible
* Other floating action buttons occupy bottom space
* Mobile keyboard considerations
## Display Behavior
### Show Opened Widget (Auto-Open)
Automatically opens the chat window when visitors land on your page.
**Options:**
* **Enabled:** Chat window opens immediately (proactive)
* **Disabled:** Shows only the launcher bubble (default)
**When to Enable:**
* High-touch products requiring guidance (e.g., custom orders, consultations)
* Pages specifically designed for support
* Limited-time promotions you want to highlight immediately
**When to Disable (Recommended for Most):**
* General browsing experience (less intrusive)
* Mobile users (preserves screen space)
* First-time visitors who need to explore first
**Best Practice:** Keep disabled by default. Use proactive messages instead to encourage clicks without forcing the window open.
### Hide Chat Launcher on Mobile Scroll
Automatically hides the chat bubble when users scroll down on mobile devices.
**Options:**
* **Enabled:** Bubble disappears while scrolling, reappears when scrolling stops
* **Disabled:** Bubble always visible
**Benefits When Enabled:**
* Preserves screen space during reading
* Reduces obstruction of content
* Improves mobile UX
* Bubble returns when user might need help
**Recommendation:** Enable for content-heavy sites (blogs, product pages with long descriptions).
### Hide Chat Widget on Mobile
Completely disables the chat widget on mobile devices.
**Options:**
* **Enabled:** Chat widget doesn't appear on mobile at all
* **Disabled:** Widget available on all devices (recommended)
**When to Enable:**
* You have a separate mobile app with chat
* Mobile experience is optimized for phone support instead
* Technical limitations on your mobile site
**When to Disable (Recommended):**
* Most modern e-commerce sites
* When mobile is significant traffic source
* You want consistent experience across devices
**Note:** Most businesses should keep the widget enabled on mobile, as many customers prefer chat support on their phones.
## Next Steps
* **[Colors & Branding](/customization/appearance/colors)** - Customize the visual appearance
* **[Behavior & Tone](/customization/behavior)** - Configure how your chatbot communicates
* **[Knowledge Base](/customization/knowledge-base)** - Add content for accurate answers
# Custom Instructions
Source: https://docs.sensbot.ai/customization/behavior/custom-instructions
Fine-tune chatbot behavior with custom instructions
Use custom instructions to fine-tune your Sensbot AI chatbot's behavior beyond the basic personality settings.
## Additional Agent Instructions
Located at the bottom of the Agent Settings section, this is a powerful free-form text field where you can fine-tune your chatbot's behavior using natural language.
**Purpose:**
These custom instructions are added on top of the AI's base programming, allowing you to guide specific behaviors, communication styles, and handling of edge cases.
**What You Can Control:**
* Specific phrasing preferences
* Industry-specific terminology
* How to handle certain types of questions
* Brand-specific communication rules
* Formatting preferences
* Emoji usage
* Response structure
## Examples of Additional Instructions
**Formatting & Structure:**
```
Use bullet points when listing multiple items.
Keep all answers under 80 words.
Always end responses with a follow-up question.
```
**Brand Voice Refinement:**
```
Be more conversational and use contractions (we're, you'll, it's).
Avoid corporate jargon and use simple language.
Match the friendly, enthusiastic tone of our brand marketing.
Sound like a knowledgeable friend, not a salesperson.
```
**Emoji Guidelines:**
```
Use emojis sparingly, only 1-2 per message maximum.
Never use emojis in professional/serious contexts.
Avoid using any emojis (professional audience).
```
**Product Guidance:**
```
When discussing bike sizes, always mention our free sizing guide.
Encourage customers to check our size chart before ordering.
Focus on helping users choose the right product size for their needs.
When unsure about product details, direct users to contact support.
```
**Tone Refinement:**
```
Reply like a supportive wellness coach.
Be encouraging and positive while providing information.
Show empathy when customers express concerns or frustration.
Stay calm and helpful even if the user is upset.
```
**Specific Limitations:**
```
Don't make promises about delivery dates for custom orders.
Always mention our 30-day return policy when discussing purchases.
Redirect questions about medical advice to consult a healthcare professional.
Do not provide specific pricing for B2B inquiries; direct to sales team.
```
**Industry-Specific Examples:**
*For a Fashion Brand:*
```
Use fashion-forward language and terminology.
When discussing clothing, mention styling tips and outfit ideas.
Reference current trends when relevant.
Emphasize our sustainable materials and ethical production.
```
*For a Technical/B2B Company:*
```
Use precise technical terminology.
Provide data-driven answers when available.
Reference documentation and technical specs.
Avoid oversimplification of complex topics.
```
*For a Wellness Brand:*
```
Use supportive, non-judgmental language.
Focus on benefits and positive outcomes.
Respect customer privacy and personal boundaries.
Encourage healthy practices without being preachy.
```
## Best Practices for Additional Instructions
**Do:**
* β Be specific and clear
* β Focus on 2-4 main directives
* β Use simple, direct language
* β Test changes and iterate
* β Align with your brand guidelines
* β Update seasonally if needed
**Don't:**
* β Write overly long instructions (keep under 200 words)
* β Give conflicting directions ("be formal" and "be casual")
* β Use vague language ("be nice")
* β Try to completely override the base personality
* β Include sensitive business logic or rules
* β Add instructions that contradict chosen tone settings
**Optimal Length:** 50-150 words, 2-5 specific instructions
## Seasonal and Campaign Adjustments
Consider updating behavior settings for:
**Holiday Seasons:**
```
Be extra helpful and patient during the busy holiday season.
Mention holiday shipping deadlines proactively.
Express holiday cheer in greetings.
```
**Product Launches:**
```
Express excitement about our new product line.
Highlight key features of the new products.
Direct users to the launch page for details.
```
**Sales and Promotions:**
```
Mention our current 30% off sale when relevant.
Guide customers toward promotional products.
Emphasize limited-time offers.
```
## Next Steps
* **[Core Personality Settings](/customization/appearance/core-personality)** - Configure basic tone and response length
* **[Knowledge Base Settings](/customization/knowledge-base)** - Add files and webpages for accurate answers
* **[Look & Appearance Settings](/customization/appearance)** - Match the visual design to your brand
# Email Assistant Configuration
Source: https://docs.sensbot.ai/customization/email-assistant
Configure Sensbot Email Assistant β connect email, auto reply, and writing style
# Email Assistant Configuration
Configure your Sensbot Email Assistant to connect your inbox and customize how it writes and replies to customer emails.
## Video walkthrough
*Step-by-step walkthrough: connect your email (Outlook or Gmail), configure settings and writing style, then verify the integration and test with a sample email.*
## Configuration steps
1. **[Connect your email account](/customization/email-assistant/connect-email)** β Link Gmail, Outlook, or IMAP/SMTP to Sensbot.
2. **[Auto reply configuration](/customization/email-assistant/auto-reply)** β Choose whether replies are saved as drafts or sent automatically, and how threads are processed.
3. **[Custom instructions](/customization/email-assistant/custom-instructions)** β Fine-tune how the assistant behaves and responds using natural language.
4. **[Email processing filters](/customization/email-assistant/email-filters)** β Skip processing for specific senders or subject lines.
5. **[Writing style & email structure](/customization/email-assistant/writing-style)** β Set tone, formality, and email format; use "Detect From Past Emails" to match your style.
Click **Save Settings** when you're done with your changes.
***
Need help? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Email Assistant - General
Source: https://docs.sensbot.ai/customization/email-assistant-general
Overview of Sensbot Email Assistant
# Email Assistant - General
Sensbot Email Assistant adds AI-powered email support to your inbox. This guide explains what it does, how to get started, and how to verify your setup so you can get the most out of the integration.
## What it does
* **Connect your inbox** β Gmail, Outlook, or any IMAP/SMTP account. Sensbot processes incoming customer emails and creates draft replies or sends them automatically according to your rules.
* **Use your store data** β Products, orders, and policies are used so replies stay accurate and on-brand.
* **Match your style** β You can let Sensbot auto-detect your writing style from past emails or set it manually. All settings can be updated later.
## What you need
* A Sensbot account with Email Assistant enabled (e.g. via IdoSell or your platform).
* An email account to connect (Gmail, Outlook, or IMAP/SMTP).
## Getting started
1. Open the Sensbot platform and go to your **store details** (use the sidebar).
2. Click the **Email Assistant** tab at the top to open integration options.
3. Click **Connect Email Account** and choose your provider (Outlook, Gmail, or another). Complete the connection in the popup.
4. Set up email assistant settings to your preference. If you are unsure, you can leave defaults and change them later in [Email Assistant Configuration](/customization/email-assistant).
5. For writing style, use **auto-detect** to let Sensbot adapt from your sent emails, or pick a style manually. Review the configuration and click **Save** when ready.
6. Open the **Email Assistant Configuration** panel for advanced options (auto reply rules, custom instructions, filters). Use the instructions section there for tips on getting the best results.
7. Return to the main Email Assistant view to see your **integration status**. Processed emails will appear in the list as the assistant runs.
## Verifying your setup
* Send a test email to your connected inbox (e.g. from another address). On the Sensbot side, check that the email appears in the list of recently processed emails.
* If you use **drafts only**, open your inbox (e.g. Outlook or Gmail) and confirm that draft responses were created where expected.
* Revisit the Email Assistant tab anytime to adjust settings, check status, or refine your configuration.
## Next step
For full details on connecting your inbox, auto reply options, custom instructions, filters, and writing style, see [Email Assistant Configuration](/customization/email-assistant).
# Auto Reply Configuration
Source: https://docs.sensbot.ai/customization/email-assistant/auto-reply
Configure drafts vs. auto-send and thread processing for Email Assistant
# Auto Reply Configuration
For initial setup, you can leave all default settings as they are. When you're ready, customize your email assistant:
* **Save AI-generated responses as drafts instead of sending them immediately** β When enabled, the assistant creates draft replies for you to review and send manually. When disabled, it can send replies automatically according to your rules.
* **Process emails that are part of an existing conversation thread** β When enabled, the assistant also handles incoming messages in ongoing threads (e.g. long reply chains). When disabled, it only processes new conversations or according to your rules.
These options are available in the **Configure Email Assistant Settings** area of the Email Assistant tab.
# Connect Your Email Account
Source: https://docs.sensbot.ai/customization/email-assistant/connect-email
Link Gmail, Outlook, or IMAP/SMTP to Sensbot Email Assistant
# Connect Your Email Account
1. In your Sensbot settings, open the **Email Assistant** tab.
2. Connect your email account:
* **Gmail**: Log in and confirm access permissions.
* **Outlook**: Log in and confirm access permissions.
* **IMAP/SMTP**: Enter your email server settings.
> π‘ **Supported Email Providers:** Sensbot Email Assistant works with Gmail, Outlook, and any IMAP/SMTP inbox. We also support connecting some helpdesk platforms. Please contact us at [support@sensbot.ai](mailto:support@sensbot.ai) for more information.
# Custom Instructions
Source: https://docs.sensbot.ai/customization/email-assistant/custom-instructions
Fine-tune Email Assistant behavior with natural language instructions
# Custom Instructions
A free-form text field where you can fine-tune how the email assistant behaves and responds to emails using natural language. These instructions are added on top of the assistant's base programming so you can guide specific behaviors and edge cases.
**What you can control:**
* Specific phrasing preferences
* Industry-specific terminology
* How to handle certain types of questions or requests
* When to escalate or suggest a human reply
## Examples of instructions
*Product and policy guidance:*
```
When discussing sizes, always mention our free sizing guide.
Encourage customers to check our size chart before ordering.
Always mention our 30-day return policy when discussing purchases.
When unsure about product details, direct customers to contact support.
```
*Tone and empathy:*
```
Reply in a supportive, helpful way.
Show empathy when customers express concerns or frustration.
Stay calm and professional even if the customer is upset.
```
*Specific limitations:*
```
Don't make promises about delivery dates for custom orders.
Redirect questions about medical advice to consult a healthcare professional.
Do not provide specific pricing for B2B inquiries; direct to sales team.
```
*Industry-specific (e.g. fashion):*
```
Use fashion-forward language when relevant.
When discussing clothing, mention styling tips and outfit ideas.
Emphasize our sustainable materials and ethical production.
```
*Industry-specific (e.g. technical/B2B):*
```
Use precise technical terminology.
Reference documentation and technical specs when relevant.
Avoid oversimplification of complex topics.
```
## Best practices
**Do:** Be specific and clear; focus on 2β5 main directives; use simple, direct language; test and iterate; align with your brand guidelines.
**Don't:** Write overly long instructions (keep under 200 words); give conflicting directions; use vague language; include sensitive business logic; contradict your chosen Writing Style settings.
**Optimal length:** 50β150 words, 2β5 specific instructions.
For formatting, tone, emoji usage, and response structure, use the [Writing Style & Email Structure](/customization/email-assistant/writing-style) section instead.
# Email Processing Filters
Source: https://docs.sensbot.ai/customization/email-assistant/email-filters
Skip processing for specific senders or subject lines
# Email processing filters
Skip processing for emails matching these rules. Use the two fields to control which messages the assistant ignores:
* **Skip from addresses** β Left field. Enter exact email addresses or domains (e.g. `email@example.com` or `@domain.com`). One per line. Matching senders will not be processed.
* **Skip subject starts with** β Right field. Enter subject prefixes to skip (e.g. `Re:` or `[External]`). Case-insensitive. One per line.
These options are in the **Configure Email Assistant Settings** area of the Email Assistant tab.
# Gmail Add-on β Installation
Source: https://docs.sensbot.ai/customization/email-assistant/gmail-addon/installation
How to install the Sensbot AI add-on for Gmail
# Gmail Add-on β Installation
You can install the Sensbot AI Email Assistant add-on directly from the Google Workspace Marketplace:
**[https://workspace.google.com/marketplace/app/sensbot\_ai\_email\_assistant/754251005171](https://workspace.google.com/marketplace/app/sensbot_ai_email_assistant/754251005171)**
Click **Install** and complete the permission prompts. When the add-on is installed, **reload Gmail** (refresh the page or reopen Gmail). The Sensbot icon will appear in the **right tools pane** next to your inbox.
# Gmail Add-on β Usage
Source: https://docs.sensbot.ai/customization/email-assistant/gmail-addon/usage
How to use the Sensbot AI add-on inside Gmail to generate and refine email replies
# Gmail Add-on β Usage
Once you open an email, the Sensbot AI side panel shows the same kind of content as in Outlook: draft replies, order and returns context, past orders, and reasoning. In Gmail everything appears in a **single pane** (there are no separate Response and Analysis tabs).
***
## Opening the add-on
Click the **Sensbot** icon in the right tools pane. The **Sensbot AI** side panel opens on the right side of the Gmail window.
***
## Selecting an email
When no email is selected, the panel shows a placeholder:
> **No email selected**\
> Select an email to generate a response.
Click any email in your inbox or folder list to activate the panel for that message. The panel immediately starts loading.
**In Mail view (inbox or folder list):** Select an email in the list. The panel loads that email automatically. Changing your selection updates the panel to the newly selected email.
***
## Generating a response
If the email has not been processed yet, the panel shows that no response has been generated yet and invites you to generate one.
**Optional instructions** β You can type a short hint before generating to guide the response, for example:
* *Keep it short*
* *Translate to English*
* *Be more formal*
Leave the field blank to let Sensbot decide on its own.
Click **Generate** (or the equivalent action in the pane). Sensbot reads the email, looks up relevant orders, products, or knowledge base entries from your store, and writes a draft reply in your brand voice. If a response has already been generated in the background, the draft and context are shown directly in the panel.
***
## Response ready β draft and context in one pane
When processing is complete, the panel shows the AI-generated draft and supporting context in a single view (unlike Outlookβs two-tab layout).
**Draft and actions:**
| Element | What it does |
| ------------------------ | ------------------------------------------------------------------------------------- |
| **Use this reply** | Opens a Gmail compose window with the draft inserted, ready to review, edit, and send |
| Version arrows (1 / 2 β¦) | Navigate between multiple versions if you have refined the response more than once |
The draft is displayed with formatting (paragraphs, signature) matching a typical reply email.
**Refining the response** β Below the draft you can use the **Optional instructions** field and then:
* **Refine response** β Keeps the same reasoning but adjusts tone, length, or language. The new version is added alongside the previous one and you can navigate between them using the version arrows.
* **New response** β Generates a completely fresh draft, ignoring the previous one.
**Order and returns** β When the email references an order or return, the pane shows related order and returns details (order number, status, items, total, dates, refund status). The same kind of data as in Outlookβs order/product card is shown here in the single pane.
**Past orders** β The pane loads past orders for that customer so the reply can take their history into account.
**Reasoning** β A **Reasoning** section explains how Sensbot used the order status and context to generate the reply (similar to the insight you get from the Analysis tab in Outlook).
***
## No response required
If the AI determines the email does not need a reply (e.g. a newsletter or auto-confirmation), the panel may indicate that no response was generated. You can still use the optional instructions and **New response** to request a draft manually.
***
## Using the draft in Gmail
Click **Use this reply** in the Sensbot pane. A Gmail compose window opens with the generated draft inserted β ready to review, edit, and send.
# Outlook Add-in
Source: https://docs.sensbot.ai/customization/email-assistant/outlook-addin/general
Use Sensbot AI directly inside Microsoft Outlook as a side panel β for classic desktop Outlook, Outlook on the web, and the new Outlook for Windows
# Sensbot AI β Outlook Add-in
The Sensbot Outlook Add-in brings AI-powered email assistance directly into Microsoft Outlook. Without switching apps or copying email content, you get instant AI-generated reply drafts, email analysis, and decision support β all inside a side panel next to your inbox.
## Two versions
There are two versions of the add-in, depending on how you use Outlook. On Windows there are also **two different Outlook desktop apps** β the older **Outlook (classic)** and the **new Outlook** β each of which uses a different version of the add-in:
The new Outlook is a rebuilt app (based on the same technology as Outlook on the web), while classic Outlook is the long-standing desktop program. The quickest way to tell which one you're in: look at the **top-right corner of the Outlook window** β if you see a **New Outlook** toggle, you're in the new Outlook; if there's none, you're in classic Outlook.
### Classic Outlook (desktop)
The desktop add-in works with the classic Microsoft Outlook application on Windows. It integrates as a task pane in the Outlook ribbon and is compatible not only with Microsoft 365 email accounts but also with **any other email provider** you have connected to Outlook β including Gmail, IMAP/SMTP, and others.
This version is available now. See [Installation](/customization/email-assistant/outlook-addin/installation) to get started.
### Outlook on the web **and the new Outlook for Windows**
The web add-in works in Outlook on the web for both Microsoft 365 (work/business) and personal Outlook.com accounts. It appears in the same Outlook add-ins toolbar and shows the identical Sensbot AI panel.
The web add-in works **only with Microsoft mailboxes** (Microsoft 365 or Outlook.com). To use Sensbot with a **Gmail, IMAP, or POP** account inside Outlook, use the [classic desktop add-in](/customization/email-assistant/outlook-addin/installation) instead β it works with any provider connected to classic Outlook.
The **new Outlook for Windows** (the new desktop app that replaces classic Outlook) uses the **same web add-in and the exact same install and usage procedure** as Outlook on the web. If you use the new Outlook app, follow the web pages β not the classic desktop installer.
Business accounts are deployed centrally by an administrator; personal accounts install it themselves. See [Web installation](/customization/email-assistant/outlook-addin/web-installation) to get started.
## How it works
Once installed, the add-in adds a **Sensbot AI** button to the Outlook ribbon. Clicking it opens a side panel. When you select an email, the panel automatically loads that message and either shows a previously generated response or lets you generate a new one with a single click.
The panel is identical in both versions β the same AI analysis, response tabs, and refinement tools are available whether you use the desktop app or the web client.
For full details on working with the panel, see [Usage](/customization/email-assistant/outlook-addin/usage).
## Where it works
| Outlook client | Supported | Install path |
| --------------------------------------- | --------- | ---------------------------------------------------------------------------------------------------- |
| Outlook on the web (outlook.office.com) | β | [Web installation](/customization/email-assistant/outlook-addin/web-installation) |
| New Outlook for Windows | β | [Web installation](/customization/email-assistant/outlook-addin/web-installation) |
| Outlook for Mac | β | [Web installation](/customization/email-assistant/outlook-addin/web-installation) (admin deployment) |
| Classic Outlook for Windows | β | [Classic desktop installer](/customization/email-assistant/outlook-addin/installation) |
| Outlook.com (personal / free) | β | Panel works; pinning isn't available (Microsoft limitation) |
| Outlook mobile apps | β | Not yet |
A **Microsoft 365 business subscription** (Exchange Online mailboxes) is required for the full experience, including **shared mailboxes** and the **pinned panel**. See [Microsoft 365 Setup](/customization/email-assistant/outlook-addin/microsoft-365-setup).
## Requirements
| Version | Requirements |
| -------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- |
| Classic Outlook (desktop) | Windows, classic Microsoft Outlook (desktop), .NET Framework 4.7.2+, Microsoft Edge WebView2 |
| Outlook on the web **and new Outlook for Windows** | A modern browser or the new Outlook app; a Microsoft 365 mailbox (business) or an Outlook.com account (personal) |
# Outlook Add-in β Installation
Source: https://docs.sensbot.ai/customization/email-assistant/outlook-addin/installation
How to install the Sensbot AI add-in for classic desktop Outlook on Windows
# Outlook Add-in β Installation
There are two versions of the Sensbot Outlook Add-in. This page covers the **classic desktop** version, for the older classic Outlook application on Windows.
Using **Outlook on the web** or the **new Outlook for Windows** (the new desktop app)? Don't use this installer β follow [Web installation](/customization/email-assistant/outlook-addin/web-installation) instead. Both use the same web add-in.
Not sure which app you have? Check the icon β **Outlook (classic)** on the left (this installer), the **new Outlook** on the right (use the web procedure):
***
## Classic Outlook (desktop)
The desktop add-in runs inside the Microsoft Outlook application on Windows. It works with Microsoft 365 accounts as well as any other email provider you have set up in Outlook (Gmail, IMAP/SMTP, and others).
### Requirements
* **Windows** with **Microsoft Outlook** (desktop) installed
* **.NET Framework 4.7.2** or higher (Windows will prompt you to install it if missing)
* **Microsoft Edge WebView2** (pre-installed on Windows 10 and 11; download from Microsoft if prompted)
### Installation steps
**1. Download the installer**
Download the installer from:
**[https://sensbot.ai/downloads/SensbotOutlookAddIn.msi](https://sensbot.ai/downloads/SensbotOutlookAddIn.msi)**
**2. Run the installer**
Double-click the downloaded `SensbotOutlookAddIn.msi` file to launch the setup wizard.
**3. Follow the setup wizard**
Accept the licence agreement and choose an installation folder (the default is recommended). Click **Install** and wait for the setup to finish.
**4. Complete the installation**
When the wizard shows the completion screen, take note of the message asking you to restart Outlook. Click **Finish**.
**5. Restart Outlook**
Close Outlook completely β including from the system tray if it is running there β then start Outlook again. The add-in only loads after a full restart.
### Finding and opening the add-in
After restarting Outlook, the **Sensbot AI** button appears in two places in the ribbon:
* **Home** tab β **Sensbot AI** group β **Sensbot AI** button
* **Sensbot** tab β **AI** group β **Sensbot AI** button
Click either button to open the **Sensbot AI** side pane on the right side of the Outlook window.
### Login to Sensbot
When you open the add-in for the first time, you'll need to log in to your Sensbot account.
Enter your email and password to access the add-in.
#### Don't have standalone access yet?
If you've been using Sensbot only through your e-commerce platform (Shopify, IdoSell, Shoper, etc.) and don't have a direct login password yet, you need to enable standalone access first:
1. Open the Sensbot app inside your e-commerce platform
2. Go to **Account β Profile**
3. Click the orange button **"Enable direct access"**
This will allow you to create a password for your account and log in directly to [https://platform.sensbot.ai/](https://platform.sensbot.ai/) or inside the Sensbot Outlook add-in.
### Uninstalling
Go to **Settings β Apps β Installed apps** (or **Add or remove programs**), find **Sensbot Outlook Add-In**, and select **Uninstall**. Restart Outlook after the process completes.
***
## Outlook on the web
Using Outlook on the web instead of the desktop app? The web add-in installs from a manifest link β no separate installer required. See [Web installation](/customization/email-assistant/outlook-addin/web-installation) for the administrator (Microsoft 365) and personal (Outlook.com) steps.
# Microsoft 365 Setup
Source: https://docs.sensbot.ai/customization/email-assistant/outlook-addin/microsoft-365-setup
Connect a Microsoft 365 mailbox to Sensbot, grant admin consent, and set up shared mailboxes (info@, support@) for the Outlook add-in
# Microsoft 365 Setup
This page covers the Microsoft 365 steps that go beyond installing the [add-in panel](/customization/email-assistant/outlook-addin/web-installation): connecting the mailbox Sensbot drafts replies for, clearing the one-time **"Need admin approval"** screen, and setting up a **shared mailbox** (like `info@yourstore.com`) so several team members can use it.
You need a **Microsoft 365 business subscription** (Exchange Online mailboxes) for shared mailboxes and admin consent. Personal Outlook.com accounts don't have these concepts β connect them directly.
***
## Connecting your support mailbox
The mailbox you connect here is the one Sensbot watches and drafts replies **from**.
1. In the Sensbot dashboard, open your **Email Assistant** and choose **Connect email account** β **Outlook / Microsoft 365**.
2. A Microsoft sign-in window opens. **Sign in with the support mailbox itself** (e.g. `support@yourstore.com`) β not with your personal work account. Sensbot drafts replies from whichever account signs in here.
3. Approve the requested permissions (read mail, save drafts).
4. Back in Sensbot, choose which folder to watch (usually **Inbox**) and where drafts should be saved.
Sensbot starts processing new incoming emails within a few minutes.
***
## "Need admin approval"
The first time anyone in your organization connects an Outlook mailbox to Sensbot, Microsoft may show:
> **Need admin approval** β Sensbot needs permission to access resources in your organization that only an admin can grant.
This is a standard Microsoft security check. It needs to be resolved **once per organization**, after which every mailbox can connect without seeing it again.
The most common mistake is signing in with an admin account from a **different** organization (a partner or personal tenant). The approval must come from a **Global Administrator of the same organization** that owns the mailbox β the same domain as the address you're connecting.
**Option A β from the screen itself.** Click **"Have an admin account? Sign in with that account"** and sign in with your organization's **Global Administrator**. Tick **"Consent on behalf of your organization"** and accept.
**Option B β if the screen keeps reappearing.**
1. The Global Admin signs in at **[https://entra.microsoft.com](https://entra.microsoft.com)**.
2. Go to **Identity β Applications β Enterprise applications** and find **Sensbot**.
3. Open **Permissions** β **Grant admin consent for \[your organization]** β accept.
***
## Shared mailboxes
Most stores answer customers from a **shared mailbox** such as `info@yourstore.com` that several team members work in. Shared mailboxes in Microsoft 365 are special: by default they have **no password and no direct sign-in**. Because Sensbot signs in *as* the mailbox to draft replies from it, a one-time admin step is required.
### Step 1 Β· Allow the shared mailbox to sign in (admin, one time)
Done by your Microsoft 365 administrator. **No extra Microsoft license is needed.**
1. Go to **[https://admin.microsoft.com](https://admin.microsoft.com)** β **Users** β **Active users**.
2. Find the shared mailbox in the list (it appears as a user, e.g. `info@yourstore.com`).
3. Select it and choose **Unblock sign-in** (turn the "block sign-in" toggle **off**).
4. Select **Reset password** and set a password for the mailbox.
If your organization uses multi-factor authentication (most do), the first sign-in as the shared mailbox will prompt you to set up MFA (e.g. an authenticator app). Complete it once β whoever manages the mailbox should keep those MFA credentials safe.
### Step 2 Β· Connect it to Sensbot
Follow [Connecting your support mailbox](#connecting-your-support-mailbox) above, signing in as the shared mailbox (`info@yourstore.com` and the password you set in Step 1).
### Step 3 Β· Team members add the shared mailbox to their Outlook
Each person who answers emails from the shared mailbox should have it visible in their own Outlook folder list, so they can open its emails and use the Sensbot panel.
1. Your admin grants each person **Full Access** to the shared mailbox (**admin.microsoft.com** β the shared mailbox β **Manage mailbox permissions**).
2. Each team member adds it in their own Outlook:
* **Outlook on the web:** right-click your name in the left folder pane β **Add shared folder or mailbox** β type the shared mailbox address β **Add**.
* **New Outlook for Windows:** right-click your account name in the left pane β **Add shared folder or mailbox**.
The mailbox appears as its own section at the bottom of the folder list.
Use **"Add shared folder or mailbox"**, **not** "Open another mailbox". The "Open another mailbox" option opens a separate browser window where Outlook add-ins β including Sensbot β **don't run**. The Full Access permission can take **up to an hour** to become active after the admin grants it.
***
## Multiple stores, one login
If your company runs several stores, Sensbot can put them under one account so you sign in once and see everything:
* The Sensbot dashboard shows each store's Email Assistant as its own menu entry, labeled with the store name.
* In Outlook you don't have to choose anything β Sensbot recognizes **which store mailbox** an email belongs to and answers with that store's assistant (its language, signature, and store data). The [mailbox indicator](/customization/email-assistant/outlook-addin/web-usage#which-mailbox-am-i-answering-for) at the bottom of the panel confirms which store is responding.
* Each store keeps its own billing and subscription.
Consolidating existing separate store accounts into one is done by the Sensbot team β just ask [support@sensbot.ai](mailto:support@sensbot.ai).
***
## Need help
Contact us at **[support@sensbot.ai](mailto:support@sensbot.ai)** and we'll help you complete the setup.
# Outlook Add-in β Usage
Source: https://docs.sensbot.ai/customization/email-assistant/outlook-addin/usage
How to use the Sensbot AI side panel inside Microsoft Outlook to generate and refine email replies
# Outlook Add-in β Usage
The usage experience is the same for both the classic desktop add-in and [Outlook on the web](/customization/email-assistant/outlook-addin/web-usage). Once you select an email, the Sensbot AI side panel shows identical content regardless of which Outlook client you use.
***
## Opening the add-in
Click **Sensbot AI** in the Outlook ribbon (**Home** tab or **Sensbot** tab). A **Sensbot AI** task pane opens on the right side of the Outlook window.
***
## Selecting an email
When no email is selected, the panel shows a placeholder:
> **No email selected**\
> Select an email to generate a response.
Click any email in your inbox or folder list to activate the panel for that message. The panel immediately starts loading.
**In Mail view (inbox or folder list):** Select an email in the list. The panel loads that email automatically. Changing your selection updates the panel to the newly selected email.
**In an open email window:** Open an email in its own window and click **Sensbot AI** in the ribbon. The panel shows that specific email.
***
## Generating a response
If the email has not been processed yet, the panel shows:
> *This email has not been processed yet. Generate a response to see analysis and a reply draft.*
Below that you will find an optional **instructions field** and a **Generate** button.
**Optional instructions** β Type a short hint before generating to guide the response, for example:
* *Keep it short*
* *Translate to English*
* *Be more formal*
Leave the field blank to let Sensbot decide on its own.
Click **Generate** (or press Enter inside the instructions field). The panel switches to a progress animation:
Sensbot reads the email, looks up relevant orders, products, or knowledge base entries from your store, and writes a draft reply in your brand voice.
***
## Response ready β two-tab view
Once processing is complete, the panel shows two tabs: **Response** and **Analysis**.
### Response tab
The **Response** tab shows the AI-generated draft reply.
| Element | What it does |
| ------------------------ | ---------------------------------------------------------------------------------- |
| **Use this response** | Inserts the draft directly into Outlook's reply composer |
| **Copy** | Copies the plain-text version of the draft to the clipboard |
| Version arrows (1 / 2 β¦) | Navigate between multiple versions if you have refined the response more than once |
The draft is displayed as formatted HTML (bold text, paragraphs, signature) matching a typical reply email.
#### Refining the response
Below the draft is a **refine box**. Type an instruction and choose one of:
* **Refine response** β Keeps the same reasoning but adjusts tone, length, or language. The new version is added alongside the previous one and you can navigate between them using the version arrows.
* **New response** β Generates a completely fresh draft, ignoring the previous one.
### Analysis tab
The **Analysis** tab gives you insight into what Sensbot understood about the email.
**Summary badges** β Coloured pills at the top summarise the email at a glance:
| Badge | Examples |
| ------------- | ---------------------------------------------------------- |
| **Intent** | Order inquiry, Return request, Complaint, General question |
| **Urgency** | High (red), Medium (yellow), Low (green) |
| **Sentiment** | Positive (green), Neutral (grey), Negative (red) |
| **Category** | Label matching your configured email categories |
**Order / Product card** β When the email references an order or product, a card appears with key details (order number, status, items, total, dates). Click the card to expand or collapse the full details.
**Decision card** β For emails that require a policy-based decision (e.g. a refund or return), a Decision card shows the recommended action, its risk level (Low / Medium / High), the reasoning behind it, and the store rules that guided the decision.
**Actions taken** β If Sensbot performed automated actions (e.g. tagged the email, created a task, updated an order), these appear as blue pills at the bottom of the tab.
***
## No response required
If the AI determines the email does not need a reply (e.g. a newsletter or auto-confirmation), the panel shows:
> **No Response Required**\
> This email does not require a reply. No response was generated.
You can still use the refine box to override this and request a draft manually.
***
## Using the draft in Outlook
Click **Use this response** in the Response tab. Sensbot inserts the formatted HTML draft directly into Outlook's reply window β ready to review, edit, and send.
Alternatively, click **Copy** to copy the plain text and paste it anywhere you need.
# Outlook on the web β Installation
Source: https://docs.sensbot.ai/customization/email-assistant/outlook-addin/web-installation
How to install the Sensbot AI add-in for Outlook on the web and the new Outlook for Windows β for Microsoft 365 administrators and personal Outlook.com accounts
# Outlook on the web β Installation
The Sensbot AI add-in for **Outlook on the web** drafts AI replies to customer emails directly inside Outlook, using your real store data such as orders, products, and shipping status. It appears in the same Outlook add-ins toolbar and shows the identical Sensbot AI panel as the [classic desktop add-in](/customization/email-assistant/outlook-addin/installation).
This procedure also applies to the **new Outlook for Windows** β the new desktop app uses the same web add-in. Follow these steps whether you use Outlook in a browser or the new Outlook for Windows app. The [classic desktop installer](/customization/email-assistant/outlook-addin/installation) is only for the older classic Outlook.
Not sure which app you have? Check the icon β **Outlook (classic)** on the left, the **new Outlook** on the right:
How you install it depends on your account type:
* **Business / work account (Microsoft 365)** β your administrator installs it once for everyone. See **Path A**.
* **Personal account (Outlook.com / free)** β you install it yourself. See **Path B**.
Both paths use the same manifest. **Business** accounts provide it as a link; **personal** accounts download it and upload the file.
The web add-in supports **only Microsoft mailboxes** (Microsoft 365 or Outlook.com). If your support inbox is a **Gmail, IMAP, or POP** account connected to Outlook, use the [classic desktop add-in](/customization/email-assistant/outlook-addin/installation) instead.
```
https://platform.sensbot.ai/outlook/manifest.xml
```
***
## Path A Β· Business / Microsoft 365 (administrator install)
This path is for a Microsoft 365 **global administrator**. It deploys the Sensbot **panel** to your organization so it appears automatically in your users' Outlook, with no per-user installation.
Installing the panel is separate from connecting the mailbox Sensbot drafts replies for. If you use a **shared mailbox** (like `info@yourstore.com`), or you hit a **"Need admin approval"** screen when connecting, see [Microsoft 365 Setup](/customization/email-assistant/outlook-addin/microsoft-365-setup).
### Before you start
* You need to be a **Global administrator** (or Office Apps admin) in Microsoft 365.
* Your users must have **Exchange Online mailboxes** (any Microsoft 365 Business or Enterprise plan).
### Step 1 Β· Open Integrated apps
1. Go to the Microsoft 365 admin center: **[https://admin.microsoft.com](https://admin.microsoft.com)**
2. In the left menu, select **Settings**, then **Integrated apps**.
3. Select **Upload custom apps**.
### Step 2 Β· Add the Sensbot manifest
1. For **App type**, choose **Office Add-in**.
2. Choose **Provide link to manifest file**.
3. Paste the manifest link:
```
https://platform.sensbot.ai/outlook/manifest.xml
```
4. Select **Validate**, then **Next**.
### Step 3 Β· Choose who gets it
On the **Add users** page, choose one of:
* **Just me** β to test on your own mailbox first (recommended for the first run).
* **Specific users/groups** β for a pilot group or a department.
* **Entire organization** β for everyone.
Select **Next**.
### Step 4 Β· Accept permissions and deploy
1. Review the requested capabilities (read the current message and create a reply) and select **Next**.
2. Review the summary and select **Finish deployment**, then **Done**.
The add-in is now deployed. There is nothing for your users to install. It appears in the **Integrated apps** list with a **Status** of **OK**.
### Step 5 Β· Wait for it to appear
**Deployment can take up to 72 hours to reach all users.** It usually appears within a few minutes, but this delay is set by **Microsoft, not by Sensbot** β if the add-in isn't visible yet, it's most likely still propagating.
* Deployment reaches users automatically. This usually takes a few minutes, and in some cases **up to 72 hours**.
* Ask users to fully **restart Outlook** once, or to sign out and back in to Outlook on the web.
Continue to [Usage](/customization/email-assistant/outlook-addin/web-usage).
***
## Path B Β· Personal account (Outlook.com / free)
On a personal Outlook.com account you add Sensbot yourself by downloading the manifest file and uploading it.
### Step 1 Β· Download the manifest file
1. Open this link in your browser: **[https://platform.sensbot.ai/outlook/manifest.xml](https://platform.sensbot.ai/outlook/manifest.xml)**
2. Save the page to your computer as **manifest.xml** (right-click, then **Save as**).
### Step 2 Β· Open the custom add-in dialog
1. In Outlook, open or select any email.
2. Open the add-in picker and select **Get add-ins** (you may find it under the **...** more actions menu).
3. Select the **My add-ins** tab.
4. Scroll down to **Custom Addins**.
5. Select **Add a custom add-in**, then choose **Add from file** and select the **manifest.xml** you downloaded in Step 1.
### Step 3 Β· Confirm
1. Accept the prompt to install the add-in.
2. The **Sensbot** button now appears on the ribbon.
Continue to [Usage](/customization/email-assistant/outlook-addin/web-usage).
***
## Troubleshooting
### The Sensbot button appears but nothing happens when clicked (business accounts)
This is almost always caused by **optional connected experiences** being turned off in your tenant. Sensbot loads its interface over the internet, which requires this setting.
Enable it one of these ways:
* **Per user (Outlook on Windows):** **File β Office Account β Account Privacy β Manage Settings**. Turn on **optional connected experiences**, then restart Outlook.
* **For the organization (admin):** In the Microsoft 365 Apps admin center (**[https://config.office.com](https://config.office.com)**), open **Customization β Policy Management**, and enable **Allow the use of additional optional connected experiences in Office**.
After enabling it, fully restart Outlook and try again.
### The button does not appear yet
* Fully restart Outlook, or sign out and back in to Outlook on the web.
* For business accounts, allow **up to 72 hours** for the deployment to reach everyone.
***
## Updating the add-in later
* **Business:** repeat **Path A Β· Step 2** with the same manifest link.
* **Personal:** remove and re-add it (**Path B**).
Users may need to restart Outlook once after an update.
## Removing the add-in
* **Business:** Microsoft 365 admin center β **Settings β Integrated apps**, select **Sensbot**, then **Remove**.
* **Personal:** **Get Add-ins β My add-ins**, find **Sensbot** under Custom Add-ins, then remove it.
## Need help
Contact us at **[https://sensbot.ai](https://sensbot.ai)** or email **[support@sensbot.ai](mailto:support@sensbot.ai)** and we will help you complete the setup.
# Outlook on the web β Usage
Source: https://docs.sensbot.ai/customization/email-assistant/outlook-addin/web-usage
How to use the Sensbot AI side panel in Outlook on the web to generate and refine email replies
# Outlook on the web β Usage
Once the add-in is [installed](/customization/email-assistant/outlook-addin/web-installation), the Sensbot AI panel works the same way in Outlook on the web as it does in the [classic desktop add-in](/customization/email-assistant/outlook-addin/usage). Select an email and the panel shows the same AI analysis, response tabs, and refinement tools.
This also applies to the **new Outlook for Windows** β the new desktop app uses the same web add-in, so the steps below are identical whether you open Outlook in a browser or in the new Outlook for Windows app.
***
## Opening the add-in
1. Open or select an email.
2. On the ribbon, select the **Sensbot** button (in the **Add-ins** group). The **Sensbot AI** pane opens on the right side of the window.
If you don't see the button, look under the **...** more actions menu on the message.
### Keep the pane in sync as you move between emails
Select the **pin icon (π)** at the top of the Sensbot pane. When pinned, the pane stays open and updates automatically as you move between emails, so you don't have to reopen it for each message.
Pinning is available on **Microsoft 365 work accounts**. It isn't offered on personal **Outlook.com** accounts β that's a Microsoft platform limitation, not a Sensbot setting. On a personal account the panel still works; you just reopen it per email.
***
## Login to Sensbot
When you select the **Sensbot** icon in the ribbon, the Sensbot side pane opens with a login screen. Log in with the **email and password you set when activating standalone access** β the same login you use for the [Sensbot platform](https://platform.sensbot.ai) and the desktop add-in. Tick **Stay logged in** so you don't have to sign in each time.
### Don't have standalone access yet?
If you've been using Sensbot only through your e-commerce platform (Shopify, IdoSell, Shoper, etc.) and don't have a direct login password yet, you need to enable standalone access first:
1. Open the Sensbot app inside your e-commerce platform.
2. Go to **Account β Profile**.
3. Click the orange button **"Enable direct access"**.
This lets you create a password and log in directly at [https://platform.sensbot.ai/](https://platform.sensbot.ai/) or inside the Sensbot Outlook add-in.
***
## Generating a response
Once you're logged in, the side pane follows whichever email you have selected. When you select a message, the pane shows the reply Sensbot already generated for it, or lets you generate a new one β along with the supporting context (analysis, order, and product details) for that email.
When no email is selected, the panel shows a placeholder asking you to select an email. Select a message and the panel loads it automatically.
If the email has not been processed yet, the panel shows an optional **instructions field** and a **Generate** button.
**Optional instructions** β Type a short hint before generating to guide the response, for example:
* *Keep it short*
* *Translate to English*
* *Be more formal*
Leave the field blank to let Sensbot decide on its own.
Click **Generate** (or press Enter inside the instructions field). Sensbot reads the email, looks up relevant orders, products, or knowledge base entries from your store, and writes a draft reply in your brand voice.
***
## Response ready β two-tab view
Once processing is complete, the panel shows two tabs: **Response** and **Analysis**.
### Response tab
The **Response** tab shows the AI-generated draft reply.
| Element | What it does |
| ------------------------ | ---------------------------------------------------------------------------------- |
| **Use this response** | Inserts the draft directly into Outlook's reply composer |
| **Copy** | Copies the plain-text version of the draft to the clipboard |
| Version arrows (1 / 2 β¦) | Navigate between multiple versions if you have refined the response more than once |
#### Refining the response
Below the draft is a **refine box**. Type an instruction and choose one of:
* **Refine response** β Keeps the same reasoning but adjusts tone, length, or language. The new version is added alongside the previous one, and you can navigate between them using the version arrows.
* **New response** β Generates a completely fresh draft, ignoring the previous one.
### Analysis tab
The **Analysis** tab gives you insight into what Sensbot understood about the email.
**Summary badges** β Coloured pills summarise the email at a glance:
| Badge | Examples |
| ------------- | ---------------------------------------------------------- |
| **Intent** | Order inquiry, Return request, Complaint, General question |
| **Urgency** | High (red), Medium (yellow), Low (green) |
| **Sentiment** | Positive (green), Neutral (grey), Negative (red) |
| **Category** | Label matching your configured email categories |
**Order / Product card** β When the email references an order or product, a card appears with key details (order number, status, items, total, dates). Click the card to expand or collapse the full details.
**Decision card** β For emails that require a policy-based decision (e.g. a refund or return), a Decision card shows the recommended action, its risk level (Low / Medium / High), the reasoning behind it, and the store rules that guided the decision.
**Actions taken** β If Sensbot performed automated actions (e.g. tagged the email, created a task, updated an order), these appear as pills at the bottom of the tab.
***
## No response required
If the AI determines the email does not need a reply (e.g. a newsletter or auto-confirmation), the panel shows a **No Response Required** message. You can still use the refine box to override this and request a draft manually.
***
## Using the draft in Outlook
Click **Use this response** in the Response tab. Sensbot inserts the formatted draft directly into Outlook's reply window β ready to review, edit, and send. Alternatively, click **Copy** to copy the plain text and paste it anywhere you need.
***
## Which mailbox am I answering for?
At the bottom of the panel you'll see which mailbox the current assistant answers for (e.g. `info@yourstore.com`). If you manage several stores, this **mailbox indicator** is how you confirm the right store's assistant is responding β its language, signature, and store data.
***
## "No assistant for this mailbox"
If you open an email in a mailbox that has **no Sensbot assistant configured** β for example your personal work inbox, when Sensbot is set up for the store's shared mailbox β the panel says so and lists the mailboxes that **do** have assistants.
Nothing is wrong β just open the email from the store mailbox instead. If a **store** mailbox shows this message, its email account may not be connected yet β check your [Email Assistant settings](/customization/email-assistant/outlook-addin/microsoft-365-setup#connecting-your-support-mailbox).
***
## Multiple stores
If your company runs several stores under one Sensbot account, you don't have to choose anything in Outlook: Sensbot recognizes which store mailbox an email belongs to and answers with that store's assistant automatically. The mailbox indicator confirms it. See [Multiple stores, one login](/customization/email-assistant/outlook-addin/microsoft-365-setup#multiple-stores-one-login).
# Writing Style & Email Structure
Source: https://docs.sensbot.ai/customization/email-assistant/writing-style
Set tone, formality, and email format for Email Assistant
# Writing Style & Email Structure
Customize how the assistant writes emails to match your team's communication style. Use the **"Detect from Past Emails"** button to auto-detect your writing style from your past sent emails and pre-fill the settings.
* **Writing style**: Adjust tone, formality, and language preferences
* **Email structure**: Define how emails should be formatted and organized
* **Detect from Past Emails**: Click this button to automatically analyze your latest sent emails and pre-fill all writing style fields based on your actual communication patterns
> π‘ **Tip:** Use the **"Detect From Past Emails"** feature to quickly match your existing email style. You can review and refine these settings after seeing the first draft responses. All settings can be adjusted anytime to better fit your needs.
These options are in the **Configure Email Assistant Settings** area of the Email Assistant tab. Click **Save Settings** when you're done.
# Knowledge Base Settings
Source: https://docs.sensbot.ai/customization/knowledge-base
Add and manage your own content sources (pages and files)
Your Sensbot AI chatbot learns from your website and uploaded files to give precise, brand-specific answers. The Knowledge Base is where you manage all the content sources that train your chatbot.
## How the Knowledge Base Works
When you install the Sensbot AI app, it **automatically scans your online store** and adds important pages to the chatbot's knowledge base, such as:
* Shipping and delivery policies
* Returns and exchanges information
* Terms and conditions
* Privacy policy
* About us / Company information
* Contact page
* FAQ pages (if available)
This gives your chatbot an instant foundation of accurate information from your actual website, so it can answer customer questions correctly from day one.
**What happens next:**
* The chatbot reads and indexes the text content from these pages
* When customers ask questions, the AI searches this knowledge base
* Answers are generated based on your actual policies and information
* You maintain full control over what content is included
## Accessing Knowledge Settings
1. Open the **Sensbot AI app** in your platform admin panel
2. In the **main menu**, select your **store**
3. Choose the **locale/language** you want to modify
4. Click on the **Knowledge** tab
You'll see a list of all files and webpages currently connected to your chatbot's knowledge base.
**Example Knowledge Base View:**
| Data Source | Type | Size | Date Added |
| ------------------------- | ------------ | ------ | ---------------- |
| shipping-policy | Webpage | 2.3 KB | 2025-10-28 07:13 |
| returns-guide.pdf | File (PDF) | 145 KB | 2025-10-25 14:22 |
| product-catalog-2025.xlsx | File (Excel) | 89 KB | 2025-10-20 09:45 |
| terms-and-conditions | Webpage | 5.1 KB | 2025-10-15 12:00 |
**Total Knowledge Base Size:** 241.5 KB
## Adding New Knowledge Sources
At the bottom of the Knowledge page, you'll find two main options:
### Add Files
Upload documents and files for the chatbot to learn from.
**Supported File Formats:**
* **PDF** (.pdf) - Documents, guides, manuals
* **Word Documents** (.doc, .docx) - Policies, procedures, guides
* **Excel Sheets** (.xls, .xlsx) - Product lists, pricing tables, specifications
* **Text Files** (.txt) - Simple text content, notes, FAQs
**Maximum File Size:** Typically 10MB per file (may vary by plan)
**How to Upload:**
1. Click **"Add Files"** button
2. Select one or multiple files from your computer
3. Wait for upload and processing (may take 30 seconds to few minutes)
4. Files appear in your knowledge base list
5. Chatbot automatically indexes the content
**Tips for File Uploads:**
* β Use clear, descriptive file names
* β Keep files updated (re-upload newer versions)
* β Organize content logically (one topic per file)
* β Use text-based PDFs (not scanned images without OCR)
* β Remove outdated files to avoid conflicting information
### Add Webpage
Connect any public webpage from your website (or external sources) to your knowledge base.
**How It Works:**
1. Click **"Add Webpage"** button
2. Enter the full URL of the page
3. Sensbot crawls and extracts the text content
4. Content is indexed and added to knowledge base
5. Page is automatically refreshed periodically to stay up-to-date
**Next Steps:**
* **[Look & Appearance Settings](/customization/appearance)** - Customize the visual design
* **[Behavior & Tone](/customization/behavior)** - Configure communication style
* **Return to main guide** - Review other customization options
With a well-maintained knowledge base, your Sensbot AI chatbot becomes a powerful self-service tool that reduces support burden while improving customer satisfaction.
# Linking Partner Code
Source: https://docs.sensbot.ai/general/partners
How partners link their code in Sensbot
# Linking Your Partner Code
## About the Partner Program
Sensbot's partner program rewards developers and agencies who recommend and implement Sensbot for their clients. As a partner, you'll earn a **recurring commission** on your client's subscription for **12 months** from the date of installation.
The commission percentage varies based on partnership agreements and volume, but partners typically earn a significant percentage of each client's monthly subscription fee.
## Getting Your Partner Code
Before you can start earning commissions, you need a partner account. Contact us at [partners@sensbot.ai](mailto:partners@sensbot.ai) to set up your partner account. We'll create a unique partner code for you that you'll use for all your client installations.
You can find and copy your partner code from your partner dashboard:
Once you have your partner code, you'll enter it into each client's Sensbot installation following the steps below.
## How to Link Your Code
Follow these steps after installing Sensbot on your client's store.
***
## Steps
You need to enter your partner code on **each client store** you manage. Repeat these steps for every client installation:
1. Open your client's store admin panel and navigate to the Sensbot app.
2. Open the Sensbot app.
3. Go to **Account β Profile**.
4. Scroll to the bottom to find the **Partner** section.
5. Enter your partner code and save.
***
Once accounts are linked, payments from your client will be tracked automatically and commission will be assigned to your code. You'll receive a monthly commission report.
If a client forgets to enter the code, contact us and we'll link it manually.
## Need help?
Email us at [partners@sensbot.ai](mailto:partners@sensbot.ai).
# Sensbot AI
Source: https://docs.sensbot.ai/index
Welcome to Sensbot Docs
## Sensbot AI Chatbot
Answers product, order, and return questions using your store data.
* Understands variants and stock in real-time
* Knows shipping, returns, and discounts
* Optional human approval for sensitive replies
## Sensbot AI Email Assistant
Connect your inbox and let Sensbot draft and send replies to customer emails using your tone and policies.
* Connects with Gmail, Outlook, or IMAP/SMTP
* Auto-reply rules and custom instructions
* Writing style matched to your past emails
## Sensbot AI Store Copilot
A money-first operations dashboard with plain-language answers about your store. Ask in chat, get the orders and products behind every number.
* Live operational dashboard, ranked by money at risk
* Plain-language answers about orders, products, customers and analytics
* Daily and weekly reports delivered to your inbox
## Sensbot AI FAQ Generator
Connect Gmail/Outlook. Sensbot scans past conversations, groups repeating questions, and builds a ready-to-publish FAQ.
* Publish on your site in minutes
* Auto-sync as new questions appear
* Feeds the chatbot's knowledge base
***
## Available Platforms
Both Sensbot AI Chatbot and FAQ Generator are available on all these platforms:
* [Shopify](https://apps.shopify.com/sensbot-ai-chatbot)
* [IdoSell](https://www.idosell.com/pl/blog/aplikacja-sensbot-ai-chatbot-ktory-zmienia-obsluge-klienta-w-e-commerce-1235328442)
* [Upgates](https://addons.upgates.com/detail/sensbot-ai-chatbot)
* [Shoper](/integrations/shoper)
* [WooCommerce](https://wordpress.org/plugins/sensbot-chatbot-for-woocommerce/)
***
## Platform Setup Guides
* **Shopify:**
* [Chatbot Installation β](/integrations/shopify)
* [FAQ Generator Installation β](/integrations/shopify-faq)
* **IdoSell:**
* [Chatbot Installation β](/integrations/idosell)
* [FAQ Generator Installation β](/integrations/idosell-faq)
* [Upgates Installation β](/integrations/upgates)
* [Shoper β](/integrations/shoper)
* **WooCommerce:**
* [Chatbot Installation β](/integrations/woocommerce)
* [Email Assistant Installation β](/integrations/woocommerce-email-assistant)
***
## Customization Guide
Make Sensbot truly yours with comprehensive customization options:
* **[Look & Appearance Settings β](/customization/appearance)**\
Customize colors, logos, layout, positioning, and welcome messages to match your brand.
* [Colors & Branding β](/customization/appearance/colors)
* [Widget Layout & Position β](/customization/appearance/layout)
* **[Custom Instructions β](/customization/behavior/custom-instructions)**\
Fine-tune your chatbot's behavior, tone, and response style with custom instructions.
* **[Knowledge Base Settings β](/customization/knowledge-base)**\
Add webpages and files (PDF, Word, Excel) to train your chatbot with brand-specific information and policies.
***
## Why Use Sensbot?
* Save hours of support time
* Provide instant answers 24/7
* Increase conversion by guiding customers during shopping
* Minimize abandoned carts and hesitation
* Build trust through consistent, accurate responses
***
## π Support & Questions
Need help getting started?\
Contact us at [support@sensbot.ai](mailto:support@sensbot.ai) or visit the **Help** tab in the Sensbot app.
***
Let Sensbot handle the questions so you can focus on growing your business.
# IdoSell Chatbot Installation
Source: https://docs.sensbot.ai/integrations/idosell
IdoSell.pl integration
# Sensbot for IdoSell β Installation & Setup Guide
Easily power your IdoSell store with an intelligent AI chatbot using Sensbot. Follow these steps to install and configure it.
***
## β Step 1: Install Sensbot from the Apps Section
1. In your IdoSell admin panel, go to **Apps**.
2. Search for **Sensbot AI** in the list.
3. Click **Install** and follow the prompts.
***
## β Step 2: Open Sensbot Settings
1. After installation, go to **Customers > Sensbot AI**.
2. The Sensbot settings panel will open (in an embedded view).
3. Sensbot will begin syncing your storeβs products and orders.
> β³ **Note:** Syncing may take a few minutes for small stores and up to a few hours for large stores, depending on the number of products and orders. You can proceed with configuration while syncing continues in the background.
***
## β Step 3: Finalize Chatbot Configuration
1. In the Sensbot app panel, customize your AI chatbotβs:
* **Knowledge base**: Import web pages or upload documents (PDF, Word, TXT).
* **Style & appearance**: Adjust visuals to match your brand.
* **Behavior & tone**: Define how the chatbot speaks and interacts.
2. Click **Save Settings** when you're done.
> π‘ These settings can be updated anytime as your store evolves.
***
## π Done!
Sensbot is now live and ready to assist your customers on your IdoSell storefront.
Need help? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Change or Upgrade Plan
Source: https://docs.sensbot.ai/integrations/idosell-change-plan
How to change your Sensbot AI plan via charge limit settings in IdoSell
Need to upgrade from Starter to Growth? This guide explains how to change your Sensbot AI plan by updating the charge limit in IdoSell.
***
## β Step 1: Open the Subscriptions Page
1. In your IdoSell admin panel, navigate to:\
**Apps β Subscriptions list**.
2. Find the **Sensbot AI** app in the list.
***
## β Step 2: Set the Charge Limit (Choose Your Plan)
1. On the **Subscriptions list** page, locate the **Change limit** button in Payment column for Sensbot AI.
2. Set the charge limit based on the plan you want to activate:
* **Starter** β 199 PLN/month
* **Growth** β 549 PLN/month
* **Scale** β 1199 PLN/month
3. The appropriate plan will be applied automatically based on the limit you enter.
> β οΈ **Minimum limit must be at least 199 PLN** to activate any paid plan.
> π **Installed before August 2026?** Your original prices stay as they are and never change: Starter 79 PLN, Growth 199 PLN, Scale 499 PLN. Use those limits instead. The figures above apply to accounts installed after the August 2026 price change.
***
## π Example
* If you want to switch from Starter to Growth, simply change the limit from **199 PLN** to **549 PLN**.
* The change will take effect immediately and your new plan features will be enabled.
***
## β Important Notes
* The **minimum limit must be 199 PLN** (Starter plan).
* You can change plans at any time by updating the limit again.
***
## Need Help?
If you need help selecting the right plan or want advice on improving chatbot performance, we're happy to assist.
Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# IdoSell Store Copilot Installation
Source: https://docs.sensbot.ai/integrations/idosell-copilot
Sensbot Store Copilot for IdoSell β Installation Guide
# Sensbot Store Copilot for IdoSell β Installation Guide
Add an AI-powered Store Copilot to your IdoSell store with Sensbot. Follow these steps to install it.
***
## β Step 1: Install Sensbot Store Copilot from the Apps Section
1. In your IdoSell admin panel, go to **Apps**.
2. Search for **Sensbot Store Copilot** in the list.
3. Click **Install** and follow the prompts.
***
## β Step 2: Open the Store Copilot
1. After installation, go to **Customers > Sensbot Store Copilot**.
2. The Store Copilot will open in an embedded view, ready to assist you.
***
## π Done!
Sensbot Store Copilot is now installed and ready to use.
Need help? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# IdoSell Email Assistant Installation
Source: https://docs.sensbot.ai/integrations/idosell-email-assistant
Sensbot IdoSell Email Assistant β Installation & Setup Guide
# Sensbot for IdoSell Email Assistant β Installation & Setup Guide
Bring intelligent AI-powered email assistance to your IdoSell store with the Sensbot Email Assistant. Follow these steps to install and configure it.
***
## β Step 1: Install Sensbot from the Apps Section
1. In your IdoSell admin panel, go to **Apps**.
2. Search for **Sensbot AI** in the list.
3. Click **Install** and follow the prompts.
***
## β Step 2: Open Sensbot Settings
1. After installation, go to **Customers > Sensbot Email Assistant**.
2. The Sensbot settings panel will open (in an embedded view).
3. Under your store name (e.g., "test-store.com"), you will see a new **"Email Assistant"** tab next to the chatbot settings.
> β³ **Note:** Sensbot will begin syncing your store's products and orders. This may take a few minutes for small stores and up to a few hours for large stores, depending on the number of products and orders. You can proceed with configuration while syncing continues in the background.
***
## β Step 3: Connect Your Email Account
1. Click on the **"Email Assistant"** tab.
2. Connect your email account:
* **Gmail**: Log in and confirm access permissions.
* **Outlook**: Log in and confirm access permissions.
* **IMAP/SMTP**: Enter your email server settings.
> π‘ **Supported Email Providers:** Sensbot Email Assistant works with Gmail, Outlook, and any IMAP/SMTP inbox. We also support connecting some helpdesk platforms. Please contact us at [support@sensbot.ai](mailto:support@sensbot.ai) for more information.
***
## β Step 4: Configure Email Assistant Settings
Configure auto reply rules, writing style, and email structure in the Email Assistant tab. For full details, see [Email Assistant Configuration](/customization/email-assistant).
***
## π Done!
Sensbot Email Assistant is now live and ready to help your team respond to customer emails efficiently.
Need help? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# IdoSell FAQ Generator Installation
Source: https://docs.sensbot.ai/integrations/idosell-faq
Sensbot IdoSell FAQ Generator β Installation & Setup Guide
# Sensbot for IdoSell FAQ Generator β Installation & Setup Guide
Bring intelligent AI-powered FAQ to your IdoSell store with the Sensbot FAQ Generator. Follow these steps to install and configure it.
***
## β Step 1: Install Sensbot from the Apps Section
1. In your IdoSell admin panel, go to **Apps**.
2. Search for **Sensbot AI** in the list.
3. Click **Install** and follow the prompts.
***
## β Step 2: Open Sensbot Settings
1. After installation, go to **Customers > Sensbot FAQ Generator**.
2. The Sensbot settings panel will open (in an embedded view).
> β³ **Note:** Initialization may take a few minutes. You can proceed with configuration while syncing continues in the background.
***
## β Step 3: Add FAQ Code to Your Page
1. In your IdoSell admin panel, go to **Content > Pages** (or **Pages**).
2. Select or create the page where you want the FAQ to appear (e.g., "Frequently Asked Questions").
3. Click **Advanced editing** to switch to HTML editing mode.
4. Add the following code where you want the FAQ to display:
```html theme={null}
```
5. Click **Save** to save your changes.
> π‘ **Tip:** You can add this code anywhere in your page's HTML content. The FAQ will render at that location.
***
## β Step 4: Configure FAQ Generator
Turn your support emails into instant answers for customers. Every time your team helps a customer by email, that knowledge can now be reused β automatically.
We detect answered emails and automatically process them to create helpful FAQ entries:
* Extract the question
* Understand your team's response
* Create a new help entry (or update an existing one)
* Make it instantly available for others
### Connect Your Email Account (Recommended)
The easiest and most efficient way to automatically process your support emails:
1. Connect your email account (Gmail, Outlook, or IMAP/SMTP)
2. Our system automatically detects answered customer emails
3. FAQ entries are created automatically from your support conversations
4. No manual forwarding or BCC required
### Manual Forward/BCC Method
For users who prefer manual control or can't connect their email account:
1. When replying to customer emails, BCC or forward them to your unique Sensbot email address
2. Our system reads the message, understands what was asked, and how your team responded
3. A new help entry is created automatically β or an existing one is updated if the question has already been answered
4. These entries show up in your Help Center and are available to the chatbot as well (if enabled)
> β οΈ **Important:** The email should contain BOTH the customer's question and your support team's response/answer.
> π‘ **What kind of emails work best?** Product or shipping questions, returns/refunds/warranty info, common issues or complaints, and how-to advice or setup guides.
### Customize FAQ Appearance
You can customize the appearance of your FAQ page to match your brand:
* **Change fonts and colors**: Adjust typography and color scheme to align with your store's branding
* **Choose widget view**: Select between nested or flat FAQ widget view to best fit your page layout
* **Adjust styling**: Fine-tune the overall appearance of the FAQ page to create a seamless experience for your customers
***
## π Done!
Sensbot FAQ Generator is now live and ready to help your store visitors find answers quickly.
Need help? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Switch from Trial to Paid Plan
Source: https://docs.sensbot.ai/integrations/idosell-trial-to-paid
How to activate the full version of Sensbot after trial in IdoSell
If your Sensbot trial is about to expire (or youβre ready to unlock full functionality), follow this guide to switch to the paid version via your IdoSell panel.
***
## β Step 1: Go to the Subscriptions Page
1. In your IdoSell admin panel, go to **Apps β Subscriptions list**.
2. Find **Sensbot AI** in the list of installed apps.
***
## β Step 2: Set the Charge Limit (Choose Your Plan)
1. On the **Subscriptions list** page, locate the **Change limit** button in Payment column for Sensbot AI.
2. Set the charge limit based on the plan you want to activate:
* **Starter** β 199 PLN/month
* **Growth** β 549 PLN/month
* **Scale** β 1199 PLN/month
3. The appropriate plan will be applied automatically based on the limit you enter.
> β οΈ **Minimum limit must be at least 199 PLN** to activate any paid plan.
> π **Installed before August 2026?** Your original prices stay as they are and never change: Starter 79 PLN, Growth 199 PLN, Scale 499 PLN. Use those limits instead. The figures above apply to accounts installed after the August 2026 price change.
***
## β Step 3: Change to Full Version
1. Still on the **Subscriptions list** page, in the **Options** column next to the Sensbot AI app, click the **three dots (β―)**.
2. Select **βChange to Full Versionβ** from the dropdown.
> π **Note:** This step is required to move from a free trial to a paid plan.
***
## π Done!
Youβve successfully upgraded to a paid Sensbot plan in IdoSell. Your trial restrictions will be lifted, and full functionality will be available immediately.
## Need Help?
If you need help selecting the right plan or want advice on improving chatbot performance, we're happy to assist.
Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Shoper Installation
Source: https://docs.sensbot.ai/integrations/shoper
Shoper.pl integration
# Sensbot for Shoper β Installation & Setup Guide
Enhance your Shoper store with an intelligent AI chatbot using Sensbot. Follow these steps to install and configure it.
***
## π₯ Video Installation Guide
For a visual walkthrough of the installation process, watch our comprehensive video guide:
> π‘ **Pro Tip**: You can follow along with the video while installing, or use the step-by-step guide below for detailed instructions.
***
## β Step 1: Access the Shoper App Store
1. Log in to your Shoper admin panel.
2. Navigate to the **"Dodatki i integracje"** (Add-ons and integrations) tab on the left sidebar.
3. From the dropdown list of options, select **"Aplikacje"** (Applications).
***
## β Step 2: Find and Select Sensbot AI Chatbot
1. In the upper search bar, type: **Sensbot AI Chatbot**.
2. Locate Sensbot AI Chatbot in the search results.
3. Click on **Sensbot AI Chatbot** to open the detailed information page.
***
## β Step 3: Install the Sensbot AI Chatbot Plugin
1. On the plugin page, click the **"Zainstaluj aplikacjΔ"** (Install application) button located on the right side.
2. You will be redirected to the installation confirmation page.
3. Review the terms and conditions and plugin permissions for Sensbot AI Chatbot.
4. Check the consent boxes for **"Regulamin appstore"** (App Store Terms) and **"Regulamin aplikacji"** (Service Terms).
5. Click **"Instaluj"** (Install - green button) to begin the installation.
6. Wait for the system to complete the installation. Once finished, the plugin will be ready to use.
***
## β Step 4: Access the Plugin
1. After installation is complete, an option **"GO TO SENSBOT AI CHATBOT"** will appear on the plugin page.
2. Click the **"GO TO SENSBOT AI CHATBOT"** button.
***
## β Step 5: Open Sensbot Admin Page
1. Navigate to **"Dodatki i integracje"** β **"Moje Aplikacje"** (My Applications).
2. Click on the **Sensbot AI** app.
3. Click the **Sensbot AI Chatbot** blue button to open the admin interface.
***
## β Step 6: Start Data Synchronization
1. Click **"PrzejdΕΊ do Sensbot AI Chatbot"** (Go to Sensbot AI Chatbot) at the bottom of the page.
2. Sensbot AI will automatically begin synchronizing your store data and generating a personalized AI chatbot for your e-commerce store.
***
## β Step 7: Configure Your Chatbot
1. The Sensbot app will open with a welcome dashboard showing your integration status.
2. Sensbot automatically adds common web pages to your knowledge base.
3. You can add additional files or web pages to expand your knowledge base.
4. Navigate to the **"Settings"** tab to customize your chatbot's appearance and behavior.
Your Sensbot AI Chatbot is pre-configured and ready to work, but you can customize its appearance and behavior to better match your brand. You can change the chat widget appearance β set your store color, upload a logo, choose an avatar image, change the welcome message, and determine the widget position on your website.
In the **Knowledge** tab, you can further enrich your chatbot by uploading documents (such as FAQ, terms and conditions, guides) or adding any web pages to its knowledge base. This will enable the chatbot to provide more accurate and helpful answers tailored to your store's content.
***
## β Step 8: Finalize Chatbot Configuration
1. In the Sensbot app, customize your AI chatbot's:
* **Knowledge base**: Add relevant web pages or upload documents (PDF, Word, TXT).
* **Style & appearance**: Tailor the look and feel to match your brand.
* **Behavior & tone**: Adjust how the bot communicates with your customers.
2. Click **Save Settings** when you're done.
> π‘ You can revisit and refine these settings at any time.
***
## π Done!
Your Sensbot AI Chatbot is now active on your Shoper store and ready to assist your customers.
Need help? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Open Sensbot in Shoper
Source: https://docs.sensbot.ai/integrations/shoper-open
How to access your installed Sensbot AI Chatbot in Shoper
# Opening Sensbot in Shoper
Once you have successfully installed Sensbot AI Chatbot on your Shoper store, here's how to access it anytime.
***
## β How to Open Sensbot
1. In your Shoper admin panel, navigate to **"Dodatki i integracje"** β **"Moje Aplikacje"**.
2. Find and click on the **Sensbot AI** app in your installed applications list.
3. Click the **Sensbot AI Chatbot** blue button to open the admin interface.
***
## π― What You'll See
Once opened, Sensbot will display:
* Your integration status and sync information
* The main dashboard with configuration options
* Access to all chatbot settings and customization features
***
## π Quick Access Tip
For frequent use, you can bookmark the Sensbot admin page or add it to your browser favorites for quick access to your AI chatbot settings.
***
Need help accessing Sensbot? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Shopify Chatbot Installation
Source: https://docs.sensbot.ai/integrations/shopify
Sensbot Shopify Chatbot β Installation & Setup Guide
Bring intelligent AI chat to your Shopify store with the Sensbot chatbot. Follow these simple steps to install and activate it.
***
## β Step 1: Install Sensbot from the Shopify App Store
1. Go to the [Sensbot AI Chatbot app page](https://apps.shopify.com/sensbot-ai-chatbot).
2. Click **Install**, then follow the prompts to install it in your Shopify store.
***
## β Step 2: Open Sensbot Settings
1. In your Shopify admin, go to **Apps > Sensbot**.
2. The Sensbot settings page will open (within an iframe).
3. Sensbot will begin syncing your storeβs products and orders.
> β³ **Note:** Syncing can take a few minutes for small stores, and up to a few hours for very large ones. You can continue setup while syncing completes in the background.
***
## β Step 3: Enable App Embed
1. In the Sensbot settings, click the **"Enable App Embed"** button.\
This will redirect you to the correct section in your Shopify Theme Editor.
2. In the Theme Editor:
* Find **Sensbot AI** under **App Embeds**.
* Toggle the switch to **Enable Sensbot AI App Embed**.
* Click the **Save** button in the top-right corner.
> β οΈ **Important:** You must click **Save** for the embed to activate on your storefront.
***
## β Step 4: Finalize Chatbot Configuration
1. Return to the **Sensbot** app (Apps > Sensbot).
2. Customize your AI chatbotβs:
* **Knowledge base**: Add content by importing web pages, uploading PDF, Word, or text documents.
* **Style & appearance**: Match the chatbot design with your storeβs branding.
* **Behavior & tone**: Adjust how the chatbot speaks and interacts with customers.
3. Click **Save Settings** when you're done.
> π‘ You can update these settings anytime to better fit your brand and improve customer experience.
***
## π Done!
Sensbot is now live and ready to assist your store visitors.
For support contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Shopify FAQ Generator Installation
Source: https://docs.sensbot.ai/integrations/shopify-faq
Sensbot Shopify FAQ Generator β Installation & Setup Guide
Bring intelligent AI-powered FAQ to your Shopify store with the Sensbot FAQ Generator. Follow these simple steps to install and activate it.
***
## β Step 1: Install Sensbot from the Shopify App Store
1. Go to the [Sensbot AI Chatbot app page](https://apps.shopify.com/sensbot-ai-chatbot).
2. Click **Install**, then follow the prompts to install it in your Shopify store.
***
## β Step 2: Open Sensbot Settings
1. In your Shopify admin, go to **Apps > Sensbot**.
2. The Sensbot settings page will open (within an iframe).
3. Sensbot will begin syncing your store's products and orders.
> β³ **Note:** Syncing can take a few minutes for small stores, and up to a few hours for very large ones. You can continue setup while syncing completes in the background.
***
## β Step 3: Enable FAQ Generator App Embed
1. In the Sensbot settings, click the **"Enable App Embed"** button.\
This will redirect you to the correct section in your Shopify Theme Editor.
2. In the Theme Editor:
* Find **Sensbot AI FAQ Generator** under **App Embeds**.
* Toggle the switch to **Enable Sensbot AI FAQ Generator**.
* Click the **Save** button in the top-right corner.
> β οΈ **Important:** You must click **Save** for the FAQ feature to activate on your storefront.
***
## β Step 4: Add FAQ Code to Your Page
1. In your Shopify admin, go to **Online Store > Pages**.
2. Select or create the page where you want the FAQ to appear (e.g., "Frequently Asked Questions").
3. Click the **code icon** (``) in the content editor toolbar to switch to HTML editing mode.
4. Add the following code where you want the FAQ to display:
```html theme={null}
```
5. Click **Save** to save your changes.
> π‘ **Tip:** You can add this code anywhere in your page's HTML content. The FAQ will render at that location.
***
## β Step 5: Configure FAQ Generator
Turn your support emails into instant answers for customers. Every time your team helps a customer by email, that knowledge can now be reused β automatically.
We detect answered emails and automatically process them to create helpful FAQ entries:
* Extract the question
* Understand your team's response
* Create a new help entry (or update an existing one)
* Make it instantly available for others
### Connect Your Email Account (Recommended)
The easiest and most efficient way to automatically process your support emails:
1. Connect your email account (Gmail, Outlook, or IMAP/SMTP)
2. Our system automatically detects answered customer emails
3. FAQ entries are created automatically from your support conversations
4. No manual forwarding or BCC required
### Manual Forward/BCC Method
For users who prefer manual control or can't connect their email account:
1. When replying to customer emails, BCC or forward them to your unique Sensbot email address
2. Our system reads the message, understands what was asked, and how your team responded
3. A new help entry is created automatically β or an existing one is updated if the question has already been answered
4. These entries show up in your Help Center and are available to the chatbot as well (if enabled)
> β οΈ **Important:** The email should contain BOTH the customer's question and your support team's response/answer.
> π‘ **What kind of emails work best?** Product or shipping questions, returns/refunds/warranty info, common issues or complaints, and how-to advice or setup guides.
### Customize FAQ Appearance
You can customize the appearance of your FAQ page to match your brand:
* **Change fonts and colors**: Adjust typography and color scheme to align with your store's branding
* **Choose widget view**: Select between nested or flat FAQ widget view to best fit your page layout
* **Adjust styling**: Fine-tune the overall appearance of the FAQ page to create a seamless experience for your customers
***
## π Done!
Sensbot FAQ Generator is now live and ready to help your store visitors find answers quickly.
For support contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Upgates
Source: https://docs.sensbot.ai/integrations/upgates
Upgates .pl integration
# Sensbot for Upgates β Installation & Setup Guide
Enhance your Upgates store with an intelligent AI chatbot using Sensbot. Follow the steps below to install and configure it.
***
## β Step 1: Install Sensbot from the Upgates Addon Store
1. Go to the [Sensbot AI Chatbot listing on the Upgates Addon Store](https://addons.upgates.com/detail/sensbot-ai-chatbot).
2. Click **Install** and follow the prompts to connect it to your store.
***
## β Step 2: Open Sensbot Settings
1. After installation, go to **Addons > Sensbot AI** in your Upgates admin panel.
2. The Sensbot settings panel will open.
3. Sensbot will begin syncing your products and orders.
> β³ **Note:** Syncing may take a few minutes for small stores, and up to a few hours for large inventories. You can proceed with configuration while syncing runs in the background.
***
## β Step 3: Finalize Chatbot Configuration
1. In the Sensbot app, you can customize:
* **Knowledge base**: Add relevant web pages or upload documents (PDF, Word, TXT).
* **Style & appearance**: Tailor the look and feel to match your brand.
* **Behavior & tone**: Adjust how the bot communicates with your customers.
2. Click **Save Settings** when you're done.
> π‘ You can revisit and refine these settings at any time.
***
## π Done!
Your Sensbot AI Chatbot is now active on your Upgates store and ready to assist your customers.
For help you can ontact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# WooCommerce Chatbot Installation
Source: https://docs.sensbot.ai/integrations/woocommerce
Sensbot Chatbot for WooCommerce β installation, connection and setup guide
Sensbot puts an AI chat assistant on your WooCommerce storefront. It answers from your own data: your products, your categories, your orders and the text on your published WordPress pages. When it cannot answer, it says so and offers to pass the question to your team.
The plugin is free on WordPress.org and installs in a few minutes. There is nothing to paste into your theme and no API key to create by hand.
There are **two separate Sensbot plugins** for WooCommerce, and you can use either or both:
* **Sensbot Chatbot** β the chat widget on your storefront. This page.
* **Sensbot Email Assistant** β drafts replies to customer emails in your own mailbox. See [WooCommerce Email Assistant](/integrations/woocommerce-email-assistant).
Each one installs, connects and is billed on its own.
***
## Before you start
| Requirement | Why |
| ---------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------- |
| WordPress 6.5 or newer, PHP 8.1 or newer | Plugin requirement |
| WooCommerce installed and active | The assistant reads products and orders through the WooCommerce REST API |
| Your store reachable over **HTTPS** on a public address | Sensbot's servers read your catalogue from the outside. A local or password-protected staging site cannot be connected |
| **Pretty permalinks** enabled (Settings β Permalinks, anything other than "Plain") | The WordPress REST API path `/wp-json/` has to work |
| An administrator account in WordPress | The settings screen requires the **manage\_woocommerce** capability |
You do **not** need a Sensbot account first. Connecting creates it and starts a 14 day free trial, with no payment card.
***
## Step 1 Β· Install the plugin
1. In your WordPress admin, go to **Plugins**, then **Add New Plugin**.
2. Search for **Sensbot Chatbot**.
3. Click **Install Now**, then **Activate**.
You can also install it from the WordPress.org listing: [Sensbot Chatbot for WooCommerce](https://wordpress.org/plugins/sensbot-chatbot-for-woocommerce/).
***
## Step 2 Β· Open the Sensbot settings screen
In your WordPress admin, go to **WooCommerce**, then **Sensbot Chatbot**.
You will see one email field, one checkbox and one button.
***
## Step 3 Β· Connect the store
1. Check the **Your email** address. This becomes your Sensbot account address and the sign-in link is sent there, so use an address you read.
2. Tick **I accept the Terms of Use and the Privacy Policy**.
3. Click **Connect & start free trial**.
Behind that one click the plugin creates a **read only** WooCommerce REST API key named `Sensbot Chatbot (read-only)`, hands it to Sensbot, and Sensbot starts importing your store.
The key the plugin creates has **read permission only**. Sensbot cannot change anything in your store: no products, no prices, no orders. Disconnecting or deleting the plugin deletes that key.
***
## Step 4 Β· Set your Sensbot password
After connecting, the screen shows **One step left: set your Sensbot password**, with a **Set my password** link. The same link is emailed to the address you entered.
You need that password for the Sensbot dashboard, where you read conversations, change how the assistant answers, and manage billing.
***
## Step 5 Β· Wait for the first import
The first import reads your products, categories, orders and published pages. It takes a few minutes on a small store and can take longer on a large catalogue.
The settings screen tells you where things stand. Click **Refresh status** to re-read it.
| Row | What it means |
| --------------------------- | --------------------------------------------------- |
| **Assistant on storefront** | `Live` means the widget is showing to your visitors |
| **Store data import** | `Queued`, `In progress`, `Finished` or `Failed` |
| **Free trial ends** | The date the 14 day trial runs out |
| **Subscription** | Trial or active plan |
When the import finishes, the chat widget appears on your storefront by itself. Nothing has to be added to your theme.
***
## Step 6 Β· Make it yours
Click **Open Sensbot dashboard** on the settings screen. It signs you straight in, no password needed for that jump.
In the dashboard you can:
* **[Knowledge base](/customization/knowledge-base)** β add web pages and upload documents (PDF, Word, text) so the assistant knows your policies, not only your catalogue.
* **[Look and appearance](/customization/appearance)** β colour, logo, avatar, launcher position, welcome message and suggested questions.
* **[Custom instructions](/customization/behavior/custom-instructions)** β tone, what to promise, what never to say.
* **Transcripts** β read every conversation your shoppers had.
Sensbot automatically adds your published WordPress pages to the knowledge base at connect. Shipping, returns, payment and warranty pages are the ones that pay off the fastest, so check they are published and readable before you connect.
***
## What the plugin does on your site
* Creates one read only WooCommerce REST API key, `Sensbot Chatbot (read-only)`.
* Prints the chat widget script in your storefront footer.
* Adds one settings screen under **WooCommerce**.
That is all. It writes nothing to your store, adds no tables, and makes no background calls to Sensbot on its own: the settings screen talks to Sensbot only when you click something.
What Sensbot reads with the key, on a recurring schedule: products, product categories, orders, the WooCommerce system status, and your published pages. Order records include the buyer's name, email address, phone number and addresses. See the [Privacy Policy](https://sensbot.ai/privacy-policy/).
***
## Troubleshooting
Sensbot validates the key by calling your store from the outside before it accepts the connection. It fails when:
* the site is not on HTTPS, or the certificate is invalid
* the site is not publicly reachable (local address, private IP, IP allowlist, staging password, "Coming soon" mode)
* permalinks are set to **Plain**, so `/wp-json/` returns nothing
* a security plugin, firewall or host rule blocks the WooCommerce REST API or blocks requests from outside your country
Test it yourself: open `https://your-store.com/wp-json/` in a browser. If that page does not return JSON, fix that first.
Check the **Store data import** row first. The widget only appears once the import has finished, so `Queued` or `In progress` simply means wait and click **Refresh status**.
If the import is finished and the widget is still missing, the theme is the usual cause: the script is printed on the `wp_footer` hook, which a badly built or heavily cached theme can skip. Clear your page cache and your CDN cache, then reload the storefront in a private window.
It answers policy questions from your published pages. If a page is a draft, is excluded from the REST API, or the policy only exists inside a checkout setting, the assistant never saw it.
Add the page or a document to the [knowledge base](/customization/knowledge-base) in the dashboard, and the assistant picks it up on the next sync.
The catalogue is read at connect and refreshed on a recurring schedule, not instantly. A change made in WooCommerce takes some time to reach the assistant.
Note also that a **variable product** is shown at the price of its cheapest variation. Per variation pricing in chat is not supported yet.
Deactivating only removes the widget from your storefront. Your account, settings and connection stay exactly as they are, so you can deactivate to test something and activate again without setting anything up a second time.
To actually close the connection, use **Disconnect** on the settings screen, or delete the plugin.
***
## Trial, pricing and billing
Connecting starts a **14 day free trial**. No payment card is needed to start it.
After the trial, paid plans start at 49 EUR per month. Current plans and limits are at [sensbot.ai/pricing](https://sensbot.ai/pricing/). If you do not add a payment method, the trial ends, the widget stops showing, and nothing is charged.
Billing is handled in the Sensbot dashboard, not in WordPress.
***
## Disconnecting and removing everything
* **Disconnect** on the settings screen closes the connection on Sensbot's side and deletes the API key, while keeping the plugin installed.
* **Deleting the plugin** does the same and also removes every setting it stored.
To have the data already held on Sensbot's servers deleted, write to [support@sensbot.ai](mailto:support@sensbot.ai).
***
## π Done
Your Sensbot assistant is live on your WooCommerce store, answering from your own catalogue and your own pages.
Need help? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# WooCommerce Email Assistant Installation
Source: https://docs.sensbot.ai/integrations/woocommerce-email-assistant
Sensbot Email Assistant for WooCommerce β installation, connection and mailbox setup guide
Most of a shop's support mail is the same handful of questions: where is my order, can I change the address, can I return this, is this back in stock. Answering one takes a minute of looking the order up and a minute of writing.
Sensbot Email Assistant does both parts. It reads the mail arriving in your support mailbox, finds the order the customer is writing about in the data it synced from your store, and leaves the reply waiting in your **Drafts** folder. You open it, change what you want, and send it.
The assistant **never sends**. Every reply is a draft in your own mailbox until a person sends it.
This plugin connects your **store**. The **mailbox** is connected afterwards in the Sensbot dashboard, by signing in to Google or Microsoft or by giving IMAP details. Nothing about your mail passes through your WordPress site, and no mailbox password is ever stored in WordPress.
***
## Before you start
| Requirement | Why |
| ---------------------------------------------------------------------------------- | ------------------------------------------------------------------- |
| WordPress 6.5 or newer, PHP 8.1 or newer | Plugin requirement |
| WooCommerce installed and active | Drafts are grounded in your real orders and products |
| Your store reachable over **HTTPS** on a public address | Sensbot's servers read your store from the outside |
| **Pretty permalinks** enabled (Settings β Permalinks, anything other than "Plain") | The WordPress REST API path `/wp-json/` has to work |
| A support mailbox on Gmail, Microsoft 365 / Outlook, or any IMAP host | This is where the drafts appear |
| An administrator account in WordPress | The settings screen requires the **manage\_woocommerce** capability |
You do **not** need a Sensbot account first. Connecting creates it and starts a 14 day free trial, with no payment card.
***
## Step 1 Β· Install the plugin
1. In your WordPress admin, go to **Plugins**, then **Add New Plugin**.
2. Search for **Sensbot Email Assistant**.
3. Click **Install Now**, then **Activate**.
You can also install it from the WordPress.org listing: [Sensbot Email Assistant for WooCommerce](https://wordpress.org/plugins/sensbot-email-assistant-for-woocommerce/).
This plugin has no front-end code. Your visitors see nothing and load nothing extra. A chat assistant on the storefront is the separate [Sensbot Chatbot](/integrations/woocommerce) plugin, and the two can be used together.
***
## Step 2 Β· Connect the store
1. Go to **WooCommerce**, then **Sensbot Email Assistant**.
2. Check the **Your email** address. This becomes your Sensbot account address and the sign-in link is sent there.
3. Tick **I accept the Terms of Use and the Privacy Policy**.
4. Click **Connect & start free trial**.
The plugin creates one **read only** WooCommerce REST API key named `Sensbot Email Assistant (read-only)` and hands it to Sensbot. Sensbot cannot change anything in your store, and the key is deleted when you disconnect or delete the plugin.
Follow the **Set my password** link that appears, so you can sign in to the dashboard directly later.
***
## Step 3 Β· Connect the mailbox
Once the store is in, the settings screen says **One step left: connect the mailbox the assistant should work in**. Until a mailbox is attached the assistant has nothing to read and writes no drafts.
1. Click **Open Sensbot dashboard**.
2. Open the **Email Assistant** tab for your store.
3. Click **Connect Email Account** and choose how to connect:
* **Gmail** β sign in to Google and confirm access.
* **Outlook / Microsoft 365** β sign in to Microsoft and confirm access.
* **IMAP / SMTP** β enter your mail server details.
Back in WordPress, click **Refresh status**. The **Mailbox** row turns to `Connected`.
A Google or Microsoft sign-in cannot happen inside a WordPress settings screen, which is why this step lives in the dashboard. Shared mailboxes such as `info@yourstore.com` on Microsoft 365 need a little extra care: see [Microsoft 365 Setup](/customization/email-assistant/outlook-addin/microsoft-365-setup).
We can also connect some helpdesk platforms instead of a raw mailbox. Write to [support@sensbot.ai](mailto:support@sensbot.ai) and tell us which one you use.
***
## Step 4 Β· Let it learn your writing
The assistant reads the replies you have already sent and copies how your shop writes: greeting, sign-off, length, how formal you are.
Give it a little time on a real mailbox before you judge the first drafts, and shape it in the dashboard:
* **[Writing style](/customization/email-assistant/writing-style)** β signature, greeting, tone.
* **[Custom instructions](/customization/email-assistant/custom-instructions)** β what to promise, what never to say.
* **[Email filters](/customization/email-assistant/email-filters)** β which messages it should touch at all.
* **[Auto reply rules](/customization/email-assistant/auto-reply)** β how far it is allowed to go on its own.
Full detail: [Email Assistant Configuration](/customization/email-assistant).
***
## Step 5 Β· Work the drafts where you already work
The drafts land in your mailbox's own **Drafts** folder, so you can simply work in Gmail or Outlook as usual.
Two optional add-ins put the assistant beside the message, with the reasoning, the order it found, and a **Generate new reply** button:
* [Gmail add-on](/customization/email-assistant/gmail-addon/installation)
* [Outlook add-in](/customization/email-assistant/outlook-addin/general)
Everything is also readable in the dashboard: the customer's email, the draft, the order behind it, and why the assistant answered the way it did.
***
## What the plugin does on your site
* Creates one read only WooCommerce REST API key, `Sensbot Email Assistant (read-only)`.
* Adds one settings screen under **WooCommerce**.
Nothing else. No storefront script, no tables, no background calls: the settings screen talks to Sensbot only when you click something.
What Sensbot reads with the key, on a recurring schedule: products, product categories, orders, the WooCommerce system status and your published pages. That is what lets a draft quote the real order, the real price and your real policy instead of guessing. Order records include the buyer's name, email address, phone number and addresses. See the [Privacy Policy](https://sensbot.ai/privacy-policy/).
Your mail is read by Sensbot's servers through the mailbox connection you made in the dashboard, and never passes through WordPress.
***
## Troubleshooting
Sensbot validates the key by calling your store from the outside. It fails when the site is not on HTTPS, is not publicly reachable (local address, staging password, "Coming soon" mode, IP allowlist), has permalinks set to **Plain**, or has a security plugin blocking the WooCommerce REST API.
Test it: open `https://your-store.com/wp-json/` in a browser. If that does not return JSON, fix that first.
Click **Refresh status** on the settings screen. The row is read from Sensbot at page load, so it lags until you ask for it again.
If it stays that way, open the dashboard and check the **Email Assistant** tab: a Google or Microsoft consent that was closed halfway leaves no connection behind.
Work through it in this order:
1. Is the **Mailbox** row `Connected`?
2. Is the **Store data import** row `Finished`?
3. Are the incoming messages actually landing in the connected mailbox, and not being filtered into another folder by a rule before Sensbot sees them?
4. Do your [email filters](/customization/email-assistant/email-filters) exclude the kind of message you are testing with?
A draft can also be deliberately withheld. Every draft passes a validator first, and one that claims something the assistant cannot stand behind is suppressed and the message marked as needing a person. Those are visible in the dashboard.
The assistant learns from the replies you actually send, so the more real sent mail there is in the mailbox, the closer it gets. You can steer it directly in [Writing style](/customization/email-assistant/writing-style) and [Custom instructions](/customization/email-assistant/custom-instructions).
Store data is read at connect and refreshed on a recurring schedule, not instantly. A change made in WooCommerce takes some time to reach the assistant.
Nothing. Deactivating stops Sensbot reading your store data. Your account, your mailbox connection and your settings stay as they are, so you can activate again without setting anything up a second time.
To actually close the connection, use **Disconnect** on the settings screen, or delete the plugin.
***
## Trial, pricing and billing
Connecting starts a **14 day free trial**, with no payment card. After the trial, paid plans start at 49 EUR per month. Current plans and limits are at [sensbot.ai/pricing](https://sensbot.ai/pricing/). If no payment method is added, the trial ends, drafting stops, and nothing is charged.
Billing is handled in the Sensbot dashboard, not in WordPress.
***
## Disconnecting and removing everything
* **Disconnect** on the settings screen closes the connection on Sensbot's side and deletes the API key, while keeping the plugin installed.
* **Deleting the plugin** does the same and also removes every setting it stored.
To have the data already held on Sensbot's servers deleted, write to [support@sensbot.ai](mailto:support@sensbot.ai).
***
## π Done
Your support mailbox now has drafts waiting in it, written from your real orders. You stay in control of every send.
Need help? Contact us at [support@sensbot.ai](mailto:support@sensbot.ai).
# Sensbot Support
Source: https://docs.sensbot.ai/support
Get help with Sensbot AI Email Assistant and other Sensbot apps
## π§ Contact Information
### Email Support
**[support@sensbot.ai](mailto:support@sensbot.ai)**
For all technical questions, installation issues, and general inquiries, contact us at:
**[support@sensbot.ai](mailto:support@sensbot.ai)**
### Response Time
We respond within **1 business day**.
### Support Hours
Monday to Friday, 9:00β17:00 CET
***
## π What to Include in Support Requests
To help us resolve your issue quickly, please include the following information when contacting support:
Your store URL (e.g., mystore.myshopify.com)
Which platform you're using (IdoSell, Shopify, Shoper, WooCommerce, or Upgates)
A clear description of what's happening and what you expected to happen
Screenshots or screen recordings help us understand the issue faster
Providing these details reduces back-and-forth and helps us resolve your issue faster.