• English

      • Advanced Settings

      Setup > Advanced Settings is where you shape how HeiChat behaves after the basic rollout is already in place.

      AI Response

      Use this area to control how the AI speaks.

      Main controls:

      • Output mode: Streaming or Complete Response
      • Reply style
      • Emoji usage
      • Default response length
      • Reply language
      • Custom instructions

      A safe default is:

      • Streaming
      • A moderate brand tone
      • Standard response length
      • Automatic language if you serve multiple regions

      Knowledge Gap Detection

      Gap Detection logs questions the AI could not answer confidently.

      Use it to:

      • Discover missing FAQs and policy content
      • Prioritize knowledge improvements by frequency
      • Turn real customer questions into knowledge entries

      Write detection rules only for identifying weak answers. Do not put tone or recommendation logic here.

      Language

      This controls automatic translation for custom text such as greetings and callouts.

      • Enable it if you serve a multilingual audience.
      • Disable it if you want full manual control over displayed copy.

      Mobile App

      Mobile App settings let your team handle live support from mobile devices.

      Main tasks:

      • Create one access code per device
      • Respect plan-based device limits
      • Turn on push notifications for the right agents

      Use mobile access for on-call support, peak campaigns, or urgent ticket handling.

      Order Metafields

      Order Metafields let HeiChat use custom Shopify order data in replies.

      For each field:

      1. Enter the metafield key in {namespace}.{key} format.
      2. Add a short description so the meaning is clear.
      3. Test order-related questions after saving.

      Only expose fields that are safe and useful in customer-facing conversations.

      Product Recommendation

      This area controls how HeiChat recommends products.

      You can:

      • Allow or disable product recommendations entirely
      • Restrict suggestions to in-stock products
      • Turn on multi-currency recommendations
      • Configure shoppable product cards
      • Add a custom recommendation strategy

      Use short, simple strategy rules. This field is for guidance, not a full rule engine.

      Security

      Security settings help protect tokens, agents, and customers from abuse.

      Two common controls:

      • Cloudflare security check
      • AI auto-ban for malicious users

      Enable both if your store sees meaningful traffic or abuse risk.

      Smart Tickets

      Smart Tickets allow HeiChat to auto-create support tickets when AI cannot resolve an issue.

      Use them when you want:

      • Structured handoff from AI to human support
      • Customer reassurance that follow-up is happening
      • Better ticket routing and reporting

      Widget Visibility

      Widget Visibility decides where the chat widget should show.

      You can use:

      • Allow List to show HeiChat only on selected pages
      • Block List to hide HeiChat on selected pages

      Always test the rules after changes, especially when using wildcards.

      1. Tune AI Response.
      2. Enable Knowledge Gap Detection.
      3. Configure Language if you support multiple markets.
      4. Add Order Metafields or Product Recommendation rules only when needed.
      5. Enable Smart Tickets and Security once real traffic starts.
      6. Finish with Widget Visibility.