# SmartOperator — full text # Live Support & Handover | SmartOperator > Monitor live conversations, hand over with one click; reply drafts, canned responses, internal notes, automatic assignment, and callback requests. Source page: https://dblinx.net/en/smartoperator/canli-destek --- Live support # Your team hands over with one click All conversations on one screen; when handed over, AI goes silent, and when released, it resumes where it left off. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) - Live conversation list - Reply drafts and canned responses - Dashboard works on mobile too SmartOperator dashboard Step by step ## Taking over a conversation When a handover request arrives, take over the conversation with one click; write your part, and when done, return it to the assistant. ### View notification When a handover request arrives, the dashboard sends sound and desktop notifications; a badge appears in the list. ### Take over Click Take Over on the conversation title; a note indicating the representative has joined is shown to the visitor. ### Write Write using a reply draft or canned response; the visitor sees "Customer representative is typing…". ### Return When you’re done, return to Assistant; AI continues the conversation. Handover ## Take over, write, release Conversations are filtered separately for assistant, representative, pending handover, and closed; unread messages show a badge. - Visitor card: last 10 conversations - Internal notes are not sent to the visitor or the model - Filter by tag: #tag SmartOperator dashboard Quick reply ## Frequent phrases with one click Select a quick reply in the message box using /; if the visitor’s name is known, it is automatically added to the response. - Select via shortcut - Response draft from AI - Drafts are not sent to the visitor SmartOperator dashboard ## According to your team’s structure Assignment, capacity, automatic assignment and availability/busy status adapt to your support team's workflow. ### Assignment Chats are assigned to a team member; the assignee receives a notification. ### Capacity Maximum simultaneous chats per agent. ### Automatic assignment If enabled, transfers go to the available agent with the fewest active chats. ### Available / Busy Busy agents are excluded from automatic assignment. ### Low score Conversations scoring 3 or below are routed for transfer requests. ### Visitor block Nuisance visitors can be blocked via the dashboard. ### Agent translation Agents write in Turkish, while visitors read in their own language; visitor messages also appear translated into Turkish on the dashboard. Translation consumes AI tokens from your quota. ### Invitation bubble Show a short invitation in the visitor's own language to those browsing your page for a while; as no AI is used, there is no additional cost. ### Unanswered queries Questions the assistant cannot answer are grouped by similarity; you can move them to the knowledge base with one click and provide answers. ### Handover summary When an agent takes over a chat, they see a brief summary of what was requested and which products were shown; closed chats are reported by topic. ### [Phone calls](/en/smartoperator/belgeler/yonetici/calisma-saatleri-ve-bildirim.html#telefon-numarasi) If your visitor wants to talk by phone, SmartOperator directs them to your number so they can call with a single tap; on a computer, it shows the number and the contact form. Callback ## When no one is online The assistant displays a contact form; the request appears on the Callbacks screen. If a notification email address is configured, an email is also sent. - New, Called, Completed - Click-to-call and click-to-email - One-click return to chat example.com.tr Mobile ## Dashboard works on mobile too Lists and conversations are split into separate screens; responses to transfer requests can be provided from the field. - Log in with DBLinx ID - Availability / Busy status - Notifications ## Questions about live support What does AI do when I take over a conversation? When you take over, AI goes silent and adds a note that the agent has joined the chat. While you type, the visitor sees 'Customer representative is typing…'. When you return the chat to the assistant, AI resumes the conversation. Does the answer draft go to the visitor? No. AI prepares drafts by consulting the conversation, knowledge base, and catalogue; drafts appear in your writing box. It is guided not to write information without sources and marks items for review; you edit and send them. What happens when no one is online? If no agents are available, the assistant shows a contact form to the visitor. The request appears on the Callbacks screen in the dashboard; if a notification email address is configured, you also receive an email. How are chats distributed to agents? You can manually assign a chat to a team member. If automatic assignment is enabled, transferred chats go to the available agent with the fewest active chats among those online and under their limit; busy agents are excluded. Do internal notes become visible to the visitor? No. Internal notes are only visible on the dashboard; they are never sent to the visitor or AI. Only the author or an administrator can delete a note. ## Documents and guides - [BlogHow does transferring a site chat to a live agent work?](/en/smartoperator/blog/sohbetten-canli-temsilciye-devretme.html) - [DocumentTaking over and returning a conversation to the assistant](/en/smartoperator/belgeler/temsilci/devralmak-ve-geri-vermek.html) - [DocumentUsing answer drafts](/en/smartoperator/belgeler/temsilci/cevap-taslagi.html) - [DocumentUsing canned responses](/en/smartoperator/belgeler/temsilci/hazir-cevap-kullanmak.html) - [DocumentAssigning a chat to another agent](/en/smartoperator/belgeler/temsilci/sohbeti-atamak.html) - [DocumentProcessing callback requests](/en/smartoperator/belgeler/temsilci/geri-donus-taleplerini-islemek.html) - [GuideHow to handle out-of-scope customer questions?](/en/smartoperator/rehberler/mesai-disi-musteri-sorulari.html) ## Let's configure according to your team's workflow Specify how many agents will work, your working hours, and your transfer rules. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # Security and KVKK | SmartOperator > On the payment page, nothing is read, form fields are skipped; actions run with the visitor's permissions, and retention periods are set by you. Source page: https://dblinx.net/en/smartoperator/guvenlik --- Security and KVKK # Nothing is read on the payment page Agents do not read or execute actions on the payment page; form fields are not read on any page. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) - Actions run with the visitor's permissions - Retention period set by you - Read-only access to the database example.com.tr ## Data flow, step by step Visitor data is protected through fields that are not read, actions performed with the visitor’s consent, retention periods and message limits. ### Fields not read Form fields, entered values and sections marked as hidden are not read. ### With the visitor’s consent Actions run within the visitor’s session; no administrator password is provided. ### Retention period From 7 days to 10 years; expired conversation notes are deleted daily. ### Message limits 30 messages per minute per connection, 800 per day; maximum 1,000 characters per message. ### Robot verification Suspicious visitors must pass robot verification before sending a message. ### Store database Read-only permission for authorised users; every query is checked before execution. Step by step ## Configure your privacy settings Retention period, payment addresses, hidden sections and the privacy notice are configured in the dashboard under Settings → Privacy and working hours. ### Choose retention period Under Settings → Privacy and working hours, specify how many days conversations should be retained. ### Add payment addresses Add address components such as payment and basket confirmation; no reading occurs on these pages. ### Mark hidden sections Apply the hidden mark to sections you do not wish to be read. ### Link the privacy notice Enter the URL of your KVKK privacy notice; it will appear as a link in the window. Settings ## Privacy rules in the dashboard Retention period, additional payment page addresses and privacy notice link are all on a single screen. - The payment page can also be marked via code - Export conversations - Visitor and IP blocking SmartOperator dashboard Misuse ## Layers against misuse Recognised off-topic and manipulation attempts are not sent to the model; repeated attempts result in the AI being blocked for that visitor for one hour. - Daily AI limit per visitor - Robot verification with DBLinx Security protection layer - Alert administrators on unusual usage SmartOperator dashboard ## Security-related questions What does the agent do on the payment page? On the payment page, the agent does not read the page, does not send the visitor’s context and does not trigger any actions. You can add payment addresses via settings or mark them with code on your page. Does it read information entered by the visitor? The agent sees what the visitor types in the chat and the visible text on the page; it does not see values entered into form fields. Passwords, card details or ID numbers do not reach the agent. How long are conversations retained? You choose the retention period: from 7 days up to 10 years. Expired conversations, along with their notes and follow-up requests, are automatically deleted daily. What protections exist against bots and misuse? There are per-minute and daily message limits per connection. Suspicious visitors must pass robot verification before sending a message; verification is handled by the DBLinx Security protection layer. Your team can block visitors. Can I export conversations? Yes. Admin conversations and messages can be exported as Excel-compatible files; each export request is logged. ## Documents and guides - [BlogProtecting the chat bot from spam and bot traffic](/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak.html) - [DocumentData retention period and payment page patterns](/en/smartoperator/belgeler/yonetici/saklama-ve-odeme-sayfasi.html) - [DocumentMarking hidden fields](/en/smartoperator/belgeler/gelistirici/gizli-alanlari-isaretlemek.html) - [DocumentMarking the payment page with code](/en/smartoperator/belgeler/gelistirici/odeme-sayfasini-isaretlemek.html) - [DocumentBlocking visitors](/en/smartoperator/belgeler/temsilci/ziyaretciyi-engellemek.html) - [DocumentExporting conversations](/en/smartoperator/belgeler/yonetici/konusmalari-disa-aktarmak.html) ## Ask security questions For organisation-specific questions regarding KVKK, data retention periods, or database connections, please write to us. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # Contact and Quote Request | SmartOperator > Request a quote and setup consultation for SmartOperator; describe your site, and the product development team will prepare the appropriate setup for you. Source page: https://dblinx.net/en/smartoperator/iletisim --- Contact # Describe your site, let us prepare the setup Your site address, approximate product count, and expectations from the representative are sufficient. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) ## How can we help? You can submit your quote and setup questions via this form, and read the setup steps in the documentation. ### [Quote and setup](https://dblinx.net/en/teklif-iste?urun=smartoperator) Sales, appointments, product search or support: write your need. ### [Documentation](/en/smartoperator/belgeler/) Step-by-step panel login, site addition and tag setup. ### Address Cemalpaşa Mah. 63008 Sok. M. Karabucak İş Merkezi Bina No: 4, 1. Asma Kat No: 105, Seyhan/ADANA, Türkiye # SmartOperator: AI Customer Representative > An AI customer representative tailored to each project: finds the product, adds it to the cart, books appointments and hands over to your team when needed. Source page: https://dblinx.net/en/smartoperator/ --- SmartOperator · representative # A sales representative that converses with visitors on your site Finds products, adds them to the basket, books appointments; hands over to your team if unsure. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) - Setup in two lines of code - Source of every answer is visible - Does not read on the payment page example.com.tr **2 lines**setup via code, no server or plugin required **4**window view **24/7**answer to visitor **up to 10 years**of conversation storage selectable Site actions ## Does more than just write answers; performs tasks on the site Adds items to the basket, opens appointment forms, and navigates to the correct page using actions defined by your site. - At a critical step, the visitor says "Confirm" - The action works within the visitor's own session - Conversation continues even if the page changes SmartOperator dashboard Product catalogue ## Correct product, correct price among hundreds of thousands Transferred via catalogue feed or connected as read-only to the store database. - Only relevant products are searched for in each query - Price and visuals directly from your data - Database queries are pre-checked SmartOperator dashboard Live support ## Your team takes over with one click when needed Live conversations on a single screen; AI stops when taken over and resumes when left alone. - Ready answers and answer drafts - Callback request when no one is available - Conversation assignment and tags SmartOperator dashboard AI trace ## It is visible where each answer comes from Which information item was consulted and which product was searched for, step by step in the panel. - Knowledge base question-answer or item - Answer by reading the current page - Conversation and handover reports SmartOperator dashboard ## Details that make your work easier Sector templates, hidden trial, multi-site and usage limit setup streamline daily operations. ### [Sector templates](sektorler/yedek-parca.html) Clinic appointment and spare part search come ready-made. ### [Hidden trial](kurulum.html) Only those who open the trial address on the live site can see it. ### Multi-site Multiple sites managed from a single account. ### [Usage limit](yapay-zeka.html) Daily, weekly and per-visitor limits. ### [Against misuse](guvenlik.html) Message limits; suspicious visitors must pass robot verification before writing. ### [Retention period](guvenlik.html) Expired conversations are deleted daily. ### [Vehicle memory](sektorler/yedek-parca.html) You only need to mention your vehicle once; the assistant searches for the compatible part accordingly and remembers it on your next visit from the same browser. ### Two greetings Try both greeting texts simultaneously; see which one generates more chats and drives visitors to the payment page in the report. Mobile ## Also on the visitor's phone The window opens in the bottom-right, bottom-left, side panel, or full-screen; your team uses the dashboard from the phone. - Script does not block the page - Window loads on click - Conversation carries over from page to page ## Difference from standard live support tools Rows show verified capabilities in SmartOperator. | Feature | SmartOperator | Standard services | [Running site-specific actions](site-eylemleri.html) | Yes | Mostly message-only | [Visitor consent for significant actions](site-eylemleri.html) | Yes | Generally no | [Priced product card from catalog](urun-katalogu.html) | Yes | Additional integration | [Tracing the answer](yapay-zeka.html) | In every response | Generally invisible | [Payment page rule](guvenlik.html) | No reading | Same on every page | [Hidden trial on live site](kurulum.html) | Yes | Additional configuration ## On your site in three steps SmartOperator is added to your site in three steps: you add the site to the dashboard, paste the two-line code, and we prepare the representative together. ### Add your site Enter the site name and domain names in the dashboard. ### Paste the tag Add the two-line code to your site's common template. ### Let's prepare the representative Let's prepare the knowledge base, catalog, and actions together. ## Let's plan a suitable setup for your site Write about your site and your expectations from the representative; we will prepare your quote. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # SmartOperator vs Live Support Tools Comparison > Compare SmartOperator with standard live support tools: site actions, product cards from the catalog, store database, and answer tracing. Source page: https://dblinx.net/en/smartoperator/karsilastirma --- Comparison # What is the difference from standard live support? Each row in the table represents a capability currently working in the product; clicking a row reveals details. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) SmartOperator dashboard ## SmartOperator vs Standard Live Support Tools The table compares capabilities such as site actions, product cards, answer tracing, and payment page rules line by line against standard live support tools. | Feature | SmartOperator | Standard services | [Running site-specific actions](site-eylemleri.html) | Yes | Mostly message-only | [Visitor consent for significant actions](site-eylemleri.html) | Yes | Generally no | [Priced product card from catalog](urun-katalogu.html) | Yes | Additional integration | [Read-only access to store database](urun-katalogu.html) | Yes | Generally no | [Tracing the answer](yapay-zeka.html) | In every response | Generally invisible | [Payment page rule](guvenlik.html) | No reading | Same on every page | [Hidden trial on live site](kurulum.html) | Yes | Additional configuration | [One-click takeover](canli-destek.html) | Yes | Yes ## Let's see how it works on your site Write about your site type and your expectations from the representative; we will explain the suitable setup for you. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # SmartOperator Setup: Two-Line Code and Chat Window > Add SmartOperator to your site with a single script tag: four window views, cross-page continuity, hidden trial mode, and loading that preserves site speed. Source page: https://dblinx.net/en/smartoperator/kurulum --- Setup # Two lines of code, representative on your site Get the tag from the dashboard, add it to your site's common template; the bubble appears on all pages. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) - Infrastructure-independent - Does not delay page load - Try in hidden mode first example.com.tr Step by step ## Setup in four steps Setup involves logging into the dashboard, adding your site, copying the tag, and testing in hidden mode. ### Log in to the dashboard Log in to the dashboard with your DBLinx credentials and open Management → Sites. ### Add your site Enter the site name and domain names. The tag only works on these domains. ### Copy the tag Copy the two-line tag specific to you and paste it into your site's common template. ### Test in hidden mode Add hidden mode to the tag; only you will see the bubble when opening the test address. ## Try without installing Before installing the tag, test the assistant on your own site using a bookmark, visible only to you. ### [Try on site](/en/smartoperator/belgeler/baslarken/kurmadan-sitede-denemek.html) Sites → site → Try on site: drag the button to your bookmarks bar, open your site, and click the bookmark. ### [Share with your customer](/en/smartoperator/belgeler/baslarken/kurmadan-sitede-denemek.html#musterinizle-paylasmak) Send your customer a single link; they can chat with your assistant without logging into the dashboard, while you monitor conversations from the dashboard. Tag ## Added once to the common template The site key only works on registered domain names. Each site receives its own key. ``` ``` Adresteki kurumunuza özeldir. Etiketin tamamı panelde Siteler ekranında hazır verilir; oradan kopyalayın. SmartOperator dashboard Appearance ## Four window views Bottom right, bottom left, side panel, or full screen; you choose the default, but visitors can change the view from the window. - On mobile, the window opens in full screen - View is preserved when pages change - Default view is a site setting example.com.tr Continuity ## Conversation continues even if the page changes Conversations are stored on the server; when a visitor navigates to another page, the window opens with the same conversation. - Script loads asynchronously - Loads when the window bubble is hovered over - Greeting and quick options Identity ## Name, tone, and opening sentence are yours The representative's name, conversation tone, greeting message, and quick options are determined from the Settings screen. - Greeting and quick options - Working hours - Information text link SmartOperator dashboard ## Setup questions Where do I add the tag to my site? The tag is added once to the common template used across all pages of your site, usually at the end of the page. It does not matter what infrastructure your site is built on; if a script tag can be added to the page, SmartOperator will work. Does the tag slow down my site's loading? The script loads asynchronously and does not block page loading. Only a small bubble is drawn while the page loads; the chat window loads when the visitor hovers over or clicks the bubble. Can someone else use my tag on their site? No. The site key only works on domain names registered in the dashboard. If you have multiple sites, each site gets its own key and its own knowledge base, catalogue, and conversations. Can I try it before my customers see it? Yes. When hidden mode is added to the tag, the bubble is invisible to visitors; only the person who adds the test parameter to the end of the address can see it. You can test the representative on your live site with real pages. How does the window look on mobile? On mobile, the chat window always opens in full screen. On desktop, one of the bottom right, bottom left, side panel, or full screen views becomes the default; visitors can change the view from the window. ## Documents and guides - [BlogSetting up an AI sales assistant on your e-commerce site: 2 lines of code](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) - [DocAdd your site and retrieve the script tag](/en/smartoperator/belgeler/baslarken/site-eklemek.html) - [DocAdd the tag to your site](/en/smartoperator/belgeler/baslarken/etiketi-sitenize-eklemek.html) - [DocTest in incognito mode](/en/smartoperator/belgeler/baslarken/gizli-modda-denemek.html) - [DocTest on-site before setup](/en/smartoperator/belgeler/baslarken/kurmadan-sitede-denemek.html) - [DocTag attributes](/en/smartoperator/belgeler/gelistirici/etiket-oznitelikleri.html) - [DocIdentity, style and default appearance](/en/smartoperator/belgeler/yonetici/kimlik-uslup-gorunum.html) - [GuideHow to add live support to a website? 7 steps](/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek.html) ## Let us guide you through installation Our team works with you on the tag, catalog transfer, and site actions. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # SmartOperator Features | AI Customer Representative > Setup with two lines of code, site actions like adding to cart and booking, CSV/XML catalog, store database, live handover and reports. Source page: https://dblinx.net/en/smartoperator/ozellikler --- Features # A talking, searching, working representative SmartOperator’s capabilities from setup to reporting, with real dashboard screenshots. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[View Setup](kurulum.html) - Setup in two lines of code - Preparation tailored to each project - Team takes over with one click SmartOperator dashboard Setup ## On your site with two lines of code Add your site in the dashboard and paste the provided tag into your pages. - Site key is tied to registered domain names - Four window views - Test in incognito mode first SmartOperator dashboard Site actions ## Adds to cart, opens appointment form The representative executes actions defined by your site directly within the conversation. - Go to page, show section, search on page - Visitor consent at critical step - Payment page as final stop SmartOperator dashboard Catalog ## Displays product with its price CSV/XML feed or read-only connection to store database. - Updates by product code - Priced product cards - Queries are validated before execution SmartOperator dashboard Knowledge Base ## Answers using your rules Shipping, returns, promotions: what the representative needs to know is entered item by item. - FAQ and policy items - Reads the current page - Hands over when it doesn't know SmartOperator dashboard Live support ## Your team takes over with one click All conversations on one screen; AI goes silent upon handover. - Reply drafts and canned responses - Assignment, capacity and tags - Callback requests SmartOperator dashboard Reports ## Visibility from chat to payment Number of chats reaching conversation, handover and payment pages; comparison with previous period. View daily callback request count and its change compared to the previous period. - Daily graph - Multiple sites, single account - Filter by site SmartOperator dashboard Security ## Nothing is read on the payment page Form fields are not read; you determine the retention period. - Actions run with the visitor's permissions - Retention from 7 days to 10 years - Message limits and bot verification SmartOperator dashboard ## Documents and guides - [GuideWhat is an AI customer representative and how to choose one?](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) - [GuideHow to add live support to a website? 7 steps](/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek.html) - [DocAdd your site and retrieve the script tag](/en/smartoperator/belgeler/baslarken/site-eklemek.html) ## Let's plan a suitable setup for your site Write about your site and your expectations from the representative; we will prepare your quote. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # SmartOperator Packages and Quote > SmartOperator package is planned based on number of sites, representatives and monthly AI quota; request a quote, let subscription be opened in DBLinx. Source page: https://dblinx.net/en/smartoperator/paketler --- Plans # From $15/month, 100 million tokens One plan. Price shown monthly, billed annually; excluding VAT, no setup fee. [Buy now](https://app.dblinx.net/satin-al?urun=smartoperator)[Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator) - No site or agent limits - Extra tokens at the same price - Usage visible in real-time on the dashboard SmartOperator dashboard ## What’s included in the plan? The plan includes unlimited sites and agents with 100 million tokens per month; if the quota is exceeded, extra tokens can be purchased at the same price. ### 100 million tokens per month AI response usage; how much has been spent is visible in real-time on the dashboard. ### Unlimited sites and agents Each site has its own knowledge base, catalogue, and appearance; agents log in with DBLinx credentials. ### Additional 100 million tokens If the quota is exceeded, an additional 100 million tokens can be purchased repeatedly at the same price for $15 per month. ## How to purchase? SmartOperator is purchased with your DBLinx account; the price is shown as $15/month (excluding VAT) and billed annually for 12 months. ### Click Buy now Select SmartOperator with your DBLinx account. ### Pay annually Price is $15/month; billed annually for 12 months, excluding VAT. ### Add your site Add your site from the dashboard and paste the two-line code. ## Let's plan a suitable setup for your site Write about your site and your expectations from the representative; we will prepare your quote. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # Site Actions: Add to Cart and Appointment | SmartOperator > The agent executes actions on your site: add to cart, appointment form, page redirection. Important actions require visitor consent. Source page: https://dblinx.net/en/smartoperator/site-eylemleri --- Site actions # It doesn't just answer, it acts The agent executes actions on your site: adds to cart, opens appointment form, navigates to the page. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) - Visitor consent at critical step - With the visitor's own session - Payment page as final stop example.com.tr ## Three actions ready on every site Go to page, show section and search on page actions come ready on every site; you do not need to define them. ### Go to page Takes the visitor to the relevant page on the same site; first asks "Shall I redirect you?". ### Show section Scrolls the page to the relevant section and briefly highlights it with a frame. ### Search on page Finds and marks the searched term on the current page. Step by step ## How is an action defined? An action is defined in your page script with its name, description, and parameters; important steps require visitor consent. ### Select action Add to cart, appointment form, or coupon: specify what you want the agent to do. ### Define on your page Define the action in your page script with its name, description, and parameters. ### Set approval rule Steps like placing an order or submitting a form require approval; an "Approve" button appears in the chat. ### Test in hidden mode Test the action on your live site without your customers seeing it. Approval ## Important steps require approval Parameters are validated according to definition; important actions do not execute without visitor approval. - Only defined actions execute - No admin password provided - Action runs in the visitor's browser SmartOperator dashboard Payment page ## The agent's final stop is the payment page Prepares the cart and redirects to the payment page; it reads nothing there and executes no actions. - Payment addresses in settings - Can also be marked with code - Form fields are not read on any page example.com.tr Team ## Your team uses the same actions The agent taking over the conversation performs operations on the visitor's page using the actions in the right panel. - Add product to cart - Navigate visitor to page - Every action is logged in the conversation SmartOperator dashboard Template ## Sector templates bring ready-made tasks The clinic template comes with appointment tasks, and the spare parts template with vehicle and part search tasks. - Templates are applied in one click - Tasks are listed on the dashboard - The company's own endpoints can be added exampleclinic.com.tr ## Questions about site actions What tasks can the agent perform on my site? Every site comes with built-in capabilities to navigate to pages, show sections, and search within pages. Actions such as adding to cart, booking via a form, or applying a coupon are performed using actions defined by your site; the agent only executes these defined actions. Can the agent place an order on my behalf? Important steps like placing an order are configured to require approval. When the agent proposes such an action, an 'Approve' button appears in the chat; the action will not proceed without the visitor's approval. No actions run on the payment page. Is an administrator password required for actions? No. Actions run in the visitor’s browser under the visitor’s own session. Your site’s admin password or server access is not shared with SmartOperator. Does it redirect visitors to other pages without permission? No. Before redirecting, the agent asks the visitor if they would like to be directed to the relevant page. Redirects occur only within the same site, and the conversation continues on the new page. Can my agents also perform actions? Yes. An agent who takes over the conversation can perform the same actions on the visitor’s page from the actions section on the right side of the dashboard; for example, adding a product to the cart or navigating the visitor to a specific page. ## Documents and guides - [BlogSite actions: adding to cart from chat and navigation](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) - [DocDefining a site action](/en/smartoperator/belgeler/gelistirici/site-eylemi-tanimlamak.html) - [DocumentMarking the payment page with code](/en/smartoperator/belgeler/gelistirici/odeme-sayfasini-isaretlemek.html) - [DocPerforming actions on the visitor’s page](/en/smartoperator/belgeler/temsilci/sayfada-eylem-calistirmak.html) - [DocApplying a sector template](/en/smartoperator/belgeler/yonetici/sektor-sablonu-uygulamak.html) - [GuideConverting question-asking visitors into sales](/en/smartoperator/rehberler/soru-soran-ziyaretciyi-satisa-cevirmek.html) - [GuideOnline appointment assistant at the clinic](/en/smartoperator/rehberler/klinikte-online-randevu-asistani.html) ## Let's define your actions together We plan which actions to define during the setup meeting, depending on your infrastructure. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # SmartOperator Glossary: Panel and Documentation Terms > SmartOperator terms: script tag, site action, knowledge base, AI trace, takeover, callback request, and others briefly. Source page: https://dblinx.net/en/smartoperator/sozluk --- Glossary # SmartOperator terms SmartOperator is an AI customer representative that converses with visitors, finds products, and directs them towards sales on websites. The terms used in the panel and documentation are briefly defined below. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) ## Terms and definitions Each term is defined in two sentences; clicking the heading opens the related document. ### [Script tag](/en/smartoperator/belgeler/baslarken/etiketi-sitenize-eklemek.html) The script tag you copied from the Sites screen is added once to all pages of your site; the balloon and window are drawn automatically. ### [Incognito mode](/en/smartoperator/belgeler/baslarken/gizli-modda-denemek.html) In incognito mode the balloon is hidden from visitors; only whoever opens the test URL sees it. Test the agent on your live site with real pages. ### [Site action](/en/smartoperator/belgeler/gelistirici/site-eylemi-tanimlamak.html) Site-specific tasks (add to cart, appointment form, coupon) are defined with SmartOperator.eylemTanimla. The agent can only call defined actions. ### [Payment page rule](/en/smartoperator/belgeler/gelistirici/odeme-sayfasini-isaretlemek.html) On payment pages the representative reads nothing and runs no actions. Payment pages that don't match the address pattern can be marked in code. ### [Knowledge base](/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek.html) Agent responses are based on items in the knowledge base. Information such as delivery, returns, warranty, and working hours is entered here. ### [Product catalog](/en/smartoperator/belgeler/yonetici/katalogu-ice-aktarmak.html) Your products are imported via CSV or XML feed. Fields are mapped automatically; products with a product code are updated in subsequent imports. ### [AI trace](/en/smartoperator/belgeler/temsilci/yapay-zeka-izini-okumak.html) Below every AI response, you can see the steps taken to generate it: information items read, products searched, and actions executed. ### [Takeover](/en/smartoperator/belgeler/temsilci/devralmak-ve-geri-vermek.html) When you take over a conversation the AI goes quiet and you write; when you hand it back, the AI continues where it left off. ### [Callback request](/en/smartoperator/belgeler/temsilci/geri-donus-taleplerini-islemek.html) Contact details left by visitors when no online representative is available are collected in the Callbacks screen. ### [Quick reply](/en/smartoperator/belgeler/yonetici/hazir-cevap-eklemek.html) Frequently written replies are saved with shortcuts; agents insert them by typing / in the message box. ### [Internal note](/en/smartoperator/belgeler/temsilci/ic-not-birakmak.html) Internal notes are visible to your team members in the chat; they are not sent to the visitor or AI. ### [Sector template](/en/smartoperator/belgeler/yonetici/sektor-sablonu-uygulamak.html) Sector templates bring ready-made tasks for agents: the clinic template takes appointments, the spare parts template clarifies the vehicle and finds parts. ### [Token limits](/en/smartoperator/belgeler/yonetici/token-limitleri.html) You can set daily, weekly and per-visitor limits within your plan’s monthly AI allowance. When the limit is reached, visitors are redirected to your team or a contact form. ## Let's plan a suitable setup for your site Write about your site and your expectations from the representative; we will prepare your quote. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # SmartOperator Frequently Asked Questions > Frequently asked questions about SmartOperator: setup, site speed, catalog size, AI answers, payment page, KVKK, and retention period. Source page: https://dblinx.net/en/smartoperator/sss --- Frequently asked questions # Commonly asked about SmartOperator questions Short answers regarding setup, site speed, catalog, AI answers, and security. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) ## Questions and answers What is SmartOperator? SmartOperator is an AI customer representative added to your website with just two lines of code. It converses with visitors within your site, finds products from your catalog showing their prices, adds items to the cart, books appointments, and navigates users to the correct pages. If needed, it hands over the conversation to your team. Is the representative tailored to my business? Yes. We customise the representative for each project: your knowledge base, catalog, site-specific actions, the representative’s role, and tone are prepared together during setup. The representative bases its responses on these resources; when you add new information, it starts using it from the next response onwards. Which sites does it work on? It works on any site where a script tag can be added, regardless of the underlying technology. Site-specific tasks like adding to the cart are performed using actions defined by the site (site actions). Which sectors is it suitable for? The same product performs different tasks depending on the context. Ready-made templates are available for clinics (appointments) and spare parts (vehicle and part search); it acts as a sales advisor on e-commerce sites using catalogs and site actions. Details: sectors. How to purchase? You purchase via your DBLinx account using the 'Buy' button on the Plans page. Single plan: 100 million AI tokens per month for USD 15; priced monthly, billed annually, excluding VAT, with no setup fee. If the quota is exhausted, additional 100 million tokens can be purchased at the same price. There is no limit on the number of sites or representatives. How is setup done? You add your site and domains in the dashboard, and paste the provided script tag into your site's pages. Our setup team works with you for catalog import and site action definition. Details: setup. Does it affect my site speed? The script loads asynchronously and does not block page loading. Only a small bubble is drawn while the page loads; the chat window loads when the visitor hovers over or clicks the bubble. Can I try it before my customers see it? Yes. When data-gizli-mod="1" is added to the tag, the bubble is only visible to those who append ?so_deneme=1 to the address. You can test the agent on your live site with your real pages. I have multiple sites; do I need separate accounts? Not required. Multiple sites are managed from a single account; each site has its own knowledge base, catalog, appearance, and conversations. You assign your agents only to the sites they are responsible for. Up to how many products does it work? The catalog is not sent wholesale to AI; the agent searches your catalog for every question and writes answers using only the relevant few products. Therefore, as the number of products increases, the data sent to AI and usage do not grow; in measurements made with 1 million products, search took at most 0.3 seconds. How do I import my products? You can import via CSV or XML feed, or connect to your store database with a read-only user. Details: product catalog. What happens if AI says something wrong? The agent operates by basing its response on your knowledge base, catalog, and the current page; in questions with no match, it transfers the conversation to your team or directs to receive feedback. Every response is traceable in the dashboard; you complete missing information by adding an item to the knowledge base. What happens outside business hours? The agent responds at any time of day. For issues requiring your team's response, the visitor's contact details are recorded as a callback request, and if you wish, it arrives in your notification email; the visitor is told your working hours. Can I limit AI usage? Yes. Within your plan's monthly allowance, you can set daily and weekly limits, and restrict the amount a visitor can use in a day. What does it do on the payment page? It reads nothing and executes no actions. The agent's task ends with preparing the cart and directing to the payment page. Details: security. Does it read information entered by the visitor? The agent sees what the visitor typed in the chat and the visible text of the page; it does not see values entered into form fields. No form values including password, card, and ID numbers are read; customer context sent by your site itself may also be visible. How long are conversations retained? You determine the retention period (from 7 days to 10 years); expired conversations are automatically deleted. Each organization's data resides in its own separate database. How do I log in to the dashboard? Your team logs into the SmartOperator panel with their DBLinx identity; no separate username and password are kept. Users are managed from the DBLinx panel. We have multiple organizations; how do we switch between them? If the same person accesses multiple organizations, the 'My Organizations' section appears at the top of the account menu in the top right of the dashboard. Upon selecting an organization, the dashboard opens in the same tab at that organization's address, with that organization's session. Details: switching between organizations in documents. What happens to a visitor writing in a foreign language? The assistant responds in the language the visitor wrote. Window buttons and forms appear in the visitor's language in Turkish, English, German, Russian, Arabic (right-to-left), French, and Spanish; in other languages, English is displayed. Product names, codes, and prices remain as in your catalog. Agent messages and canned responses are translated and sent in the visitor's language; working hours text remains in Turkish. ## Couldn't find the answer? Write your question, and the product development team will get back to you. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # Product Catalog and Store Database | SmartOperator > Your catalog arrives via CSV/XML feed or read-only connection to your store database; priced product cards and secure query. Source page: https://dblinx.net/en/smartoperator/urun-katalogu --- Product catalog # The right product among hundreds of thousands Your catalog arrives via feed or a read-only connection is established to your store database. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) - Price and visuals from your data - Only relevant products per query - Queries pre-screened example.com.tr Step by step ## How is catalog imported via feed? Your product list is uploaded to the Catalog screen as CSV or XML, and fields are automatically mapped. ### Prepare the file Export your product list as CSV or XML; product code, name, price, stock, page, and image are sufficient. ### Upload or paste Select the file or paste the content on the Catalog screen; format is understood from content. ### Check mapping Fields are automatically mapped; which columns are used and unused are shown. ### Select full feed If you wish, products not present in this file are deactivated; they become active when they arrive again. Feed ## CSV or XML feed Products are updated by product code; those not present in full feed are not deleted, but deactivated. - Common product feed formats recognized - Turkish and foreign column names - Product list in panel SmartOperator dashboard In SmartSales stores ## Add to cart from chat In SmartSales stores, the visitor goes to the cart from the product card shown by the assistant, selects options for configurable products, and can request notification for out-of-stock items. ### Add to cart One click to cart from the product card shown by the assistant. ### Notify when in stock For out-of-stock items, the assistant collects your email address; upon verifying the received confirmation link, the store notifies you when the item comes into stock. ### Configurable product For products with size or colour options, the option is selected directly on the card in the chat. ### Part compatible with the vehicle Tell us your vehicle; if the store has identified compatible vehicles, the assistant shows parts that fit your vehicle and marks the compatible ones on the card. Store database ## Read-only, layered protection Price, stock, compatibility table: the most up-to-date information comes directly from your database. Our team sets up the connection. ### Permission audit If permissions other than read exist, the connection does not activate. ### Query audit Read-only single query; permitted tables and columns. ### Read-only session The session opens as read-only; the query times out after 8 seconds. ### Limited results A maximum of 20 rows are read per query. ### Encrypted connection details The database password is stored encrypted and does not return to the panel. ### Three engines MySQL/MariaDB, PostgreSQL and SQL Server. Product card ## Priced product cards The name, price, image and link on the cards are not generated by AI; they come directly from your data. - Link to product page - Stock status - Complementary product recommendation SmartOperator dashboard ## Questions about the catalogue How do I import my catalogue? You can upload your product list as a CSV or XML file, or paste the content. The format is inferred from the file content, fields are mapped automatically, and which columns are used is shown. What happens when my products change? In a new import, products are updated by product code. If you choose full feed, products not present in this file are not deleted but set to inactive; they reactivate when they appear again. Is it secure to connect to my store database? The connection is established with a read-only authorised user; if permissions other than read exist, the connection does not activate. Every query is audited before execution, the session opens as read-only, and a maximum of 20 rows are read per query. Which databases can be connected? Connections can be made to MySQL/MariaDB, PostgreSQL and SQL Server databases. Our setup team determines the connection and the tables and columns visible to the representative together with you. Can the price on the product card be incorrect? The product name, price, image and link on the cards are not generated by AI; they come directly from your catalogue or database. Whatever the price is in your data is what appears on the card. ## Documents and guides - [BlogDoes the AI assistant provide incorrect information?](/en/smartoperator/blog/yapay-zeka-asistani-yanlis-bilgi-verir-mi.html) - [DocumentImporting the catalogue via CSV or XML](/en/smartoperator/belgeler/yonetici/katalogu-ice-aktarmak.html) - [DocumentAdding an item to the knowledge base](/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek.html) - [GuideSelling vehicle-compatible parts on a spare parts site](/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis.html) - [GuideConverting question-asking visitors into sales](/en/smartoperator/rehberler/soru-soran-ziyaretciyi-satisa-cevirmek.html) ## How shall we import your catalogue? Do you have a feed, or would a database connection be more suitable? Tell us about your infrastructure, and let's choose the path together. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # AI and Knowledge Base | SmartOperator > AI is customised for each project: its answers are based on your knowledge base, catalogue and visitor's page. Source page: https://dblinx.net/en/smartoperator/yapay-zeka --- Artificial intelligence # It bases its answers on your data AI is prepared for each project using actions from your knowledge base, catalogue and site. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Explore features](ozellikler.html) - Every answer leaves a trail in the panel - Hands over when it doesn't know - Usage limits are under your control SmartOperator dashboard Step by step ## How is an answer formed? An answer is formed in four steps: intent is understood, source is selected, the answer is written based on the found sources, and its trail appears in the panel. ### Understands intent What the visitor wants is first classified: product, price, purchase, appointment, support or page. ### Selects source Relevant items are selected from the knowledge base; if necessary, a search is performed in the catalogue or on the page. ### Writes the answer The answer is based solely on the found sources; a product card and action suggestion are added. ### Leaves a trail Which source and tool it was based on is shown below the answer in the panel. Knowledge Base ## What the representative knows Delivery time, return conditions, promotions: each item is either a Q&A or a policy. - Added item by item - Quick start with industry template - Edited in the dashboard SmartOperator dashboard Catalog and page ## Searches for the product in the catalog, reads the page Answers product questions only using found products; reads headings and visible text of the current page. - From your price and image data - Form fields are not read - No reading on the payment page example.com.tr Multi-language ## Speaks in the visitor's language The response is in the same language as the visitor's input. Buttons and forms appear in Turkish, English, German, Russian, Arabic, French, and Spanish according to the visitor's language; greetings also adapt to the visitor's language. - Greeting in the visitor's language - Product name, code and price remain unchanged - Conversation language shown on badge in dashboard SmartOperator dashboard ## Same catalogue in every language Even if the visitor asks in their own language, the assistant searches for the question in your Turkish catalogue. ### Search in Turkish catalogue Even if your visitor asks in their own language, the assistant searches for the question in your Turkish catalogue and finds the relevant product. ### Instant answers in 7 languages Messages such as greetings, thanks or 'I want to speak with a representative' are answered instantly in 7 languages without any extra charge. Limits ## Usage limits under your control Within your monthly AI usage allowance, you can set daily, weekly and per-visitor limits. - Usage visible in real-time on the dashboard - When limit is reached: representative or form - Alerts on unusual usage SmartOperator dashboard ## You are in control You can track every response in the dashboard; for questions that have no match in the knowledge base or catalogue, the assistant either hands over to your team or collects contact details. ### Trace of every response Which item, which product, which vehicle: in the 'How did it answer?' section. ### Hands over when it doesn't know For questions that have no match in the knowledge base or catalogue, the assistant either hands over to your team or collects contact details. ### Out-of-scope and misuse Recognised out-of-scope and manipulation attempts are not sent to the model. ### [File repository](/en/smartoperator/belgeler/yonetici/dosya-deposu.html) Upload your price list, catalogue, or contract; AI summarises it, and once you approve it, your assistant answers customers using this information. ### [Merge and deduplicate information](/en/smartoperator/belgeler/yonetici/dosya-deposu.html#bilgileri-birlestirmek) Uploaded many files? Merge information with one click and remove duplicates; AI-identified contradictions are listed, and you decide the correct version. ### [Administrator decisions](/en/smartoperator/belgeler/yonetici/dosya-deposu.html#celiskileri-cozmek) If your files contradict each other, AI-identified contradictions appear as questions; your answers take precedence over file content for the assistant. ## Questions about artificial intelligence What does the AI answer rely on? Answers are based on items in your knowledge base, your catalogue and the page the visitor is on. Which source it consulted and which product it looked for can be seen in the trace below each response in the dashboard. What happens if an unknown question comes in? Rather than guessing, for questions that have no match in the knowledge base or catalogue, it suggests handing over the conversation to your team or collecting contact details. Can I limit AI usage? Yes. Within your plan's monthly AI usage allowance, you can set daily and weekly limits, and restrict the amount a single visitor can use in a day. Usage is visible in real time in the dashboard. Does it read my entire page? No. Only the headings and visible text of the current page are read as a limited summary. Form fields, hidden marked sections and payment pages are never read. What happens to malicious questions? Recognised out-of-scope and manipulation attempts are not sent to the model. If a visitor tries repeatedly in a short period, the AI blocks that visitor for one hour. What happens to a visitor writing in a foreign language? The assistant responds in the language the visitor wrote. Window buttons and forms appear in the visitor's language in Turkish, English, German, Russian, Arabic (right-to-left), French, and Spanish; in other languages, English is displayed. Product names, codes, and prices remain as in your catalog. Agent messages and canned responses are translated and sent in the visitor's language; working hours text remains in Turkish. ## Documents and guides - [DocumentReading the AI trace](/en/smartoperator/belgeler/temsilci/yapay-zeka-izini-okumak.html) - [DocumentAdding an item to the knowledge base](/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek.html) - [DocumentToken limits](/en/smartoperator/belgeler/yonetici/token-limitleri.html) - [DocumentReading the report](/en/smartoperator/belgeler/yonetici/raporu-okumak.html) - [GuideWhat is an AI customer representative and how to choose one?](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) ## Let's determine what your representative should know We prepare the first items of the knowledge base and catalogue import together during setup. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Review documents](/en/smartoperator/belgeler/) # Adding the tag to your site | SmartOperator Documentation > The script tag you copied from the Sites screen is added once to all pages of your site; the balloon and window are drawn automatically. Source page: https://dblinx.net/en/smartoperator/belgeler/baslarken/etiketi-sitenize-eklemek --- # Adding the tag to your site The script tag you copied from the Sites screen is added once to all pages of your site; the balloon and window are drawn automatically. - Person managing your site or developer ## How to add the tag to your site? The script tag copied from the Sites screen is added once to all pages of your site; the bubble and window are drawn automatically. Who can do this: Person managing your site or developer. Check that the domain you are opening is registered in the Sites screen. Use incognito mode to test the tag before your customers see it. ``` ``` Adresteki kurumunuza özeldir. Etiketin tamamı panelde Siteler ekranında hazır verilir; oradan kopyalayın. ## Steps Open the tag copied from the Sites screen. The tag consists of two lines: first, a small preparation line for your site's actions, then the loader (as shown in the example below). Add the tag to your site's common template, usually just before the tag. It only needs to be present once across all pages. Open your site; the chat bubble appears in the bottom right corner. Click the bubble and write a test message. Check that the new conversation appears in the **Conversations** list on the dashboard. **Test in incognito first**Use [incognito mode](/en/smartoperator/belgeler/baslarken/gizli-modda-denemek.html) to test the tag before your customers see it. **If the bubble doesn't appear**Check that the domain you are opening is registered in the Sites screen. The window will not open on unregistered domains. ## Related pages - [Test in incognito mode](/en/smartoperator/belgeler/baslarken/gizli-modda-denemek.html) - [Tag attributes](/en/smartoperator/belgeler/gelistirici/etiket-oznitelikleri.html) # Try in incognito mode | SmartOperator Documentation > In incognito mode the balloon is hidden from visitors; only whoever opens the test URL sees it. Test the agent on your live site with real pages. Source page: https://dblinx.net/en/smartoperator/belgeler/baslarken/gizli-modda-denemek --- # Try in incognito mode In incognito mode the balloon is hidden from visitors; only whoever opens the test URL sees it. Test the agent on your live site with real pages. - Person managing your site or developer ## How to try in incognito mode? In hidden mode the balloon is invisible to your visitors; only the person who opens the trial address sees it. Who can do this: the person who manages your site, or a developer. You can try the agent on your live site with real pages. You can change the name of the trial parameter with data-gizli-parametre="...". Add the data-gizli-mod="1" attribute to the tag. Open your site by adding ?so_deneme=1 to the end of the address. ## Steps Add the attribute data-gizli-mod="1" to the tag. Open your site by appending ?so_deneme=1 to the URL. The balloon will be visible only in this browser and will continue to appear on subsequent pages. Test the agent: frequently asked questions, product searches, site actions. When you are ready, remove the data-gizli-mod attribute; the balloon will become visible to all visitors. **Changing the parameter name**You can change the name of the test parameter using data-gizli-parametre="...". **Before installing the tag**Before installing the tag, test the assistant on your own site using a bookmark, visible only to you: [Test on site before installation](/en/smartoperator/belgeler/baslarken/kurmadan-sitede-denemek.html). ## Related pages - [Add the tag to your site](/en/smartoperator/belgeler/baslarken/etiketi-sitenize-eklemek.html) - [Test on-site without setup](/en/smartoperator/belgeler/baslarken/kurmadan-sitede-denemek.html) # Test on site before installing | SmartOperator Docs > Before installing the tag, test the assistant on your own site using a bookmark, visible only to you. Source page: https://dblinx.net/en/smartoperator/belgeler/baslarken/kurmadan-sitede-denemek --- # Test on site before installation Before installing the tag, test the assistant on your own site using a bookmark, visible only to you. - Company administrator ## How to test on site before installation? Before installing the tag, test the assistant on your own site using a bookmark, visible only to you. Who can do this: Company administrator. If your site does not allow external scripts, use the preview page. Go to Sites → site → Test on site section. Drag the button to your bookmarks bar. Open your site and click the bookmark. Sites → site → Test on site: drag the button to the bookmarks bar, open your site and click the bookmark. The assistant works only for you; these chats do not enter reports, are deleted after 7 days, and consume tokens from your plan's AI usage allowance. If your site does not allow external scripts, use the preview page. The bookmark is valid for 2 hours; if it expires, get a new one from the dashboard. ## Steps Go to Sites → site → **Test on site** section. Drag the button to the bookmarks bar. Open your site and click the bookmark. **Preview page**If your site does not allow external scripts, use the preview page. **Try Chat**To try the chat without a site, use the Try Chat button in the same section; the chat window opens in the panel, and page reading and page actions do not work in this mode. **Reset chat**In trial chats, the Reset chat button in the window header closes that chat and starts a new trial chat on the same page with the welcome message; the button does not appear in real visitor chats. Resetting does not renew the message limit of a shared trial link. ## Share with your customer Under Sites > Try on site, use Create shareable trial link to generate a link valid for 1, 7 or 30 days and copy it; you can copy or open the links you have created from the same list later, but expired or cancelled links cannot be copied. Chats made with this link appear in the panel with a Trial badge and the tag 'shared ', and are deleted automatically after 7 days; you can close the link at any time with Cancel. By default the link is limited to 50 messages; these chats are also deducted from your AI token allowance. ## Related pages - [Add your site](/en/smartoperator/belgeler/baslarken/site-eklemek.html) - [Test in incognito mode](/en/smartoperator/belgeler/baslarken/gizli-modda-denemek.html) # Logging into the dashboard | SmartOperator Documentation > The SmartOperator dashboard opens at your organisation's own address and you sign in with your DBLinx identity; no separate username or password. Source page: https://dblinx.net/en/smartoperator/belgeler/baslarken/panele-giris --- # Logging into the dashboard The SmartOperator dashboard opens at your organisation's own address and you sign in with your DBLinx identity; no separate username or password. - Company administrators and agents ## How to log into the dashboard? The SmartOperator dashboard opens at a unique address for your organisation and is accessed using your DBLinx credentials; there is no separate username or password. Who can do this: Company administrators and agents. The company administrator sees all screens. Open your company's dashboard address in the browser: .smartoperator.com.tr. On the DBLinx login screen, log in with your DBLinx ID. ## Steps Open your company's dashboard address in the browser: .smartoperator.com.tr. The address is notified by DBLinx when your account is created. Log in with your DBLinx ID on the DBLinx login screen. DBLinx Security verification usually completes in the background. The dashboard opens. If you have multiple sites, the **Site** selector appears in the left menu 1; conversations are filtered in the same menu. You can view your status and role by clicking your name in the top right corner 2. - 1Site selector - 2User menu **Roles**The company administrator sees all screens. Representatives see conversations, responses, the catalogue and knowledge base; they cannot see settings. ## Related pages - [Add your site and obtain the script tag](/en/smartoperator/belgeler/baslarken/site-eklemek.html) - [Use the conversation list](/en/smartoperator/belgeler/temsilci/konusma-listesi.html) # Add your site and get the script tag | SmartOperator > Each site is defined separately in the dashboard; you are provided with a script tag specific to that site, which only works on registered domains. Source page: https://dblinx.net/en/smartoperator/belgeler/baslarken/site-eklemek --- # Add your site and get the script tag Each site is defined separately in the dashboard; you are provided with a script tag specific to that site, which only works on registered domains. - Company administrator ## How do I add my site and get the script tag? Each site is defined separately in the dashboard; you are provided with a script tag specific to that site, which only works on registered domains. Who can do this: Company administrator. The site appears in the site selector in the left menu. The tag only works on the domains entered here. In the left menu, click Management → Sites. ## Steps In the left menu, click **Management → Sites**. Fill in the **Site name**, **ID (visible in the tag)** and **Domains** fields in the **New site** section 1. The ID cannot be changed later. Click **Create site** 2. The script tag appears on the new site card; copy it to the clipboard using **Copy** 3. - 1Name, ID and domains - 2Create site - 3Copy script tag **Result**The site appears in the site selector in the left menu. The knowledge base, catalogue and settings are managed separately for each site. **Domain**The tag only works on the domains entered here. If you have a site starting with www., add both versions. ## Related pages - [Add the tag to your site](/en/smartoperator/belgeler/baslarken/etiketi-sitenize-eklemek.html) - [Assign representatives to the site](/en/smartoperator/belgeler/yonetici/temsilcileri-siteye-atamak.html) # Tag attributes | SmartOperator Docs > The behaviour of the script tag is configured via several attributes. Open the tag copied from the Sites screen. Source page: https://dblinx.net/en/smartoperator/belgeler/gelistirici/etiket-oznitelikleri --- # Tag attributes The behaviour of the script tag is configured via several attributes. - Developer ## What are tag attributes? The behaviour of the script tag is configured via several attributes. Who can do this: Developer. Open the tag copied from the Sites screen. Add the required attributes below to the ``` ## Steps Pages containing checkout, odeme, payment, or sepet/onay in their URL are already considered payment pages. Additional address parts can be added from the panel [here](/en/smartoperator/belgeler/yonetici/saklama-ve-odeme-sayfasi.html). In cases where the address cannot distinguish, call SmartOperator.odemeSayfasi(fn): fn returns true/false indicating whether the current page is a payment page. **On the payment page**The window waits only in the “I’ll be here when your payment is done” state; the page is not read, context is not sent, and actions do not run. ## Related pages - [Security: payment page](/en/smartoperator/guvenlik.html#odeme) # Define site action | SmartOperator Documentation > Site-specific tasks (add to cart, appointment form, coupon) are defined with SmartOperator.eylemTanimla. The agent can only call defined actions. Source page: https://dblinx.net/en/smartoperator/belgeler/gelistirici/site-eylemi-tanimlamak --- # Define site action Site-specific tasks (add to cart, appointment form, coupon) are defined with SmartOperator.eylemTanimla. The agent can only call defined actions. - Developer ## How to define a site action? Site-specific tasks (add to cart, appointment form, coupon) are defined with SmartOperator.eylemTanimla. Who can do this: Developer. The agent can only call defined actions. Parameters are validated against your definition before reaching the handler: fields not in the definition are discarded; if type, en_az, or secenekler do not match, the handler is not called and a gecerersiz_parametre error is returned to the agent. ``` ``` ## Steps Define the action on your pages, before or after the script tag; the tag's preparation line queues early calls. aciklama: a short description so the agent understands when to use the action. parametreler: for each parameter, tur (metin or sayi); optional en_az and secenekler (list of allowed values). onayGerekir: if true, the action does not execute unless the visitor clicks “Confirm” in the chat. The handler returns a result object (e.g., { tamam: true }); the result is passed to the agent. If an error is thrown, it is passed as { tamam: false, hata }. **Parameter validation**Parameters are validated against your definition before reaching the handler: fields not in the definition are discarded; if type, en_az, or secenekler do not match, the handler is not called and a gecersiz_parametre error is returned to the agent. Business rules such as product availability should still be checked in your handler. **Payment page**No actions run on payment pages; your handler is not called on these pages. ## Related pages - [Trigger action on visitor's page](/en/smartoperator/belgeler/temsilci/sayfada-eylem-calistirmak.html) - [Site actions](/en/smartoperator/site-eylemleri.html) # SmartOperator Documentation: Installation and User Guide > SmartOperator installation and usage documentation: step-by-step guides with screenshots under Getting Started, Administrator, Agent, and Developer headings. Source page: https://dblinx.net/en/smartoperator/belgeler/ --- # SmartOperator documentation Step-by-step descriptions of every task in SmartOperator, from adding your site to taking over live conversations. You can search for what you need in the left box or browse sections. ## Getting started Panel login, adding your site, and placing the tag on your site. - [Log in to the dashboard](/en/smartoperator/belgeler/baslarken/panele-giris.html) - [Add your site and obtain the script tag](/en/smartoperator/belgeler/baslarken/site-eklemek.html) - [Test on-site without setup](/en/smartoperator/belgeler/baslarken/kurmadan-sitede-denemek.html) - [Add the tag to your site](/en/smartoperator/belgeler/baslarken/etiketi-sitenize-eklemek.html) - [Test in incognito mode](/en/smartoperator/belgeler/baslarken/gizli-modda-denemek.html) ## Administrator Knowledge base, catalog, settings, limits, and reports. - [Add an item to the knowledge base](/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek.html) - [File repository](/en/smartoperator/belgeler/yonetici/dosya-deposu.html) - [Import catalogue via CSV or XML](/en/smartoperator/belgeler/yonetici/katalogu-ice-aktarmak.html) - [Welcome message and quick options](/en/smartoperator/belgeler/yonetici/karsilama-mesaji.html) - [Identity, style, and default appearance](/en/smartoperator/belgeler/yonetici/kimlik-uslup-gorunum.html) - [Working hours and notification email](/en/smartoperator/belgeler/yonetici/calisma-saatleri-ve-bildirim.html) - [Retention period and payment page patterns](/en/smartoperator/belgeler/yonetici/saklama-ve-odeme-sayfasi.html) - [Token limits](/en/smartoperator/belgeler/yonetici/token-limitleri.html) - [Assign representatives to the site](/en/smartoperator/belgeler/yonetici/temsilcileri-siteye-atamak.html) - [Add a canned response](/en/smartoperator/belgeler/yonetici/hazir-cevap-eklemek.html) - [Apply industry template](/en/smartoperator/belgeler/yonetici/sektor-sablonu-uygulamak.html) - [Read the report](/en/smartoperator/belgeler/yonetici/raporu-okumak.html) - [Export conversations](/en/smartoperator/belgeler/yonetici/konusmalari-disa-aktarmak.html) - [Unanswerable questions](/en/smartoperator/belgeler/yonetici/cevaplanamayan-sorular.html) - [Invitation bubble and dual welcome (A/B)](/en/smartoperator/belgeler/yonetici/davet-balonu-ve-iki-karsilama.html) - [Work with SmartSales store](/en/smartoperator/belgeler/yonetici/smartsales-magazasi.html) ## Representative Monitoring live conversations, taking them over, and assisting visitors. - [Use the conversation list](/en/smartoperator/belgeler/temsilci/konusma-listesi.html) - [Take over and return to assistant](/en/smartoperator/belgeler/temsilci/devralmak-ve-geri-vermek.html) - [Reassign chat to another representative](/en/smartoperator/belgeler/temsilci/sohbeti-atamak.html) - [Use answer draft](/en/smartoperator/belgeler/temsilci/cevap-taslagi.html) - [Use canned response](/en/smartoperator/belgeler/temsilci/hazir-cevap-kullanmak.html) - [Leave internal note](/en/smartoperator/belgeler/temsilci/ic-not-birakmak.html) - [Add tags to chat](/en/smartoperator/belgeler/temsilci/sohbete-etiket-eklemek.html) - [Process callback requests](/en/smartoperator/belgeler/temsilci/geri-donus-taleplerini-islemek.html) - [Available and busy status](/en/smartoperator/belgeler/temsilci/musait-mesgul-durumu.html) - [Switch between organisations](/en/smartoperator/belgeler/temsilci/kurumlar-arasinda-gecmek.html) - [Block visitor](/en/smartoperator/belgeler/temsilci/ziyaretciyi-engellemek.html) - [Read AI trace](/en/smartoperator/belgeler/temsilci/yapay-zeka-izini-okumak.html) - [Trigger action on visitor's page](/en/smartoperator/belgeler/temsilci/sayfada-eylem-calistirmak.html) - [Communicate in visitor's language](/en/smartoperator/belgeler/temsilci/ziyaretci-diliyle-yazismak.html) - [Handover summary and tool badge](/en/smartoperator/belgeler/temsilci/devir-ozeti-ve-arac-rozeti.html) ## Developer Site actions, payment page, and hidden fields. - [Define site action](/en/smartoperator/belgeler/gelistirici/site-eylemi-tanimlamak.html) - [Mark payment page with code](/en/smartoperator/belgeler/gelistirici/odeme-sayfasini-isaretlemek.html) - [Mark hidden fields](/en/smartoperator/belgeler/gelistirici/gizli-alanlari-isaretlemek.html) - [Tag attributes](/en/smartoperator/belgeler/gelistirici/etiket-oznitelikleri.html) # Using answer draft | SmartOperator Documentation > AI prepares an answer draft by reviewing the conversation, knowledge base, and catalog. The draft does not go to the visitor; it arrives in your typing box. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/cevap-taslagi --- # Using answer draft AI prepares an answer draft by reviewing the conversation, knowledge base, and catalog. The draft does not go to the visitor; it arrives in your typing box. - Company administrators and agents ## How to use an answer draft? AI prepares an answer draft by reviewing the conversation, knowledge base, and catalog. Who can do this: Company administrator and agents. The draft does not go to the visitor; it arrives in your typing box. The draft counts towards your company’s daily and weekly token limits. Open the conversation and click Draft next to the typing box. ## Steps Open the conversation and click **Draft** next to the typing box 1. The draft arrives in the typing box. For unknown information, the draft leaves a note [check: …]; correct these. Edit the text and send it yourself. - 1Draft required **Usage**The draft counts towards your company’s daily and weekly token limits. ## Related pages - [Use canned response](/en/smartoperator/belgeler/temsilci/hazir-cevap-kullanmak.html) # Handover summary and vehicle badge | SmartOperator Docs > The summary at the start of a taken-over conversation, the vehicle badge in the header and, with a WhatsApp line, the WhatsApp badge and 24-hour window. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/devir-ozeti-ve-arac-rozeti --- # Transfer summary and tool badge When you take over a conversation, a short summary appears at the start; if the visitor’s vehicle is known, the vehicle badge appears in the title. - Company administrators and agents ## What is the transfer summary and tool badge? When you take over a conversation, a short summary appears at the top; if the visitor's vehicle is known, a vehicle badge is shown in the title. Who can do this: Company administrator and representatives. A free message cannot be sent 24 hours after the visitor's last message. Open the conversation awaiting takeover and click Take Over. Read the Summary box at the start of the conversation; you do not need to ask the visitor the same questions again. ## Handover summary When the assistant hands over the conversation or when you take it over, a Summary box of 2-4 lines appears at the start of the conversation; you do not need to ask the visitor the same questions again. Open the conversation awaiting takeover and click **Take Over**. Read the **Summary** box at the start of the conversation; you do not need to ask the visitor the same questions again. If there is a vehicle badge in the title, view the visitor's vehicle from there. When you are done, close the conversation with **Close**; a topic is assigned to the conversation. When the assistant hands over the conversation or when you take it over from the panel, a **Summary** box appears at the start of the conversation. The summary is 2-4 lines long and is extracted from the conversation without using artificial intelligence: - **Request:** the visitor's first and last request, - **Tools:** tools used by the assistant, - **Products shown:** the first three products shown to the visitor, - **Reason for handover.** When you close the conversation from the panel, a topic is assigned to the conversation (Return, Compatibility, Shipping, Price, Stock, Order, or Other) and appears as a topic badge next to the summary. ## Vehicle badge If the visitor wrote their vehicle's brand, model, year, or engine in the conversation, a vehicle badge appears in the conversation title (e.g., "Fiat Egea 2019 1.3 Multijet"). The assistant does not ask for this information again; it is remembered on subsequent visits from the same browser. ## WhatsApp badge and 24-hour window If the WhatsApp line is connected, conversations coming from WhatsApp will have a **WhatsApp** badge in the list and title. In the title, the remaining time since the visitor's last message appears like "window closing: 5h 12m"; it turns to a warning colour under one hour. **24-hour window**A free message cannot be sent 24 hours after the visitor's last message. You can only write internal notes until the visitor writes again. ## Related pages - [Take over and return to assistant](/en/smartoperator/belgeler/temsilci/devralmak-ve-geri-vermek.html) - [Communicate in visitor's language](/en/smartoperator/belgeler/temsilci/ziyaretci-diliyle-yazismak.html) # Taking over and handing back a chat | SmartOperator > When you take over a conversation the AI goes quiet and you write; when you hand it back, the AI continues where it left off. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/devralmak-ve-geri-vermek --- # Taking over and returning conversations to the assistant When you take over a conversation the AI goes quiet and you write; when you hand it back, the AI continues where it left off. - Company administrators and agents ## How to take over and return conversations to the assistant? When you take over a conversation, the artificial intelligence falls silent and you write; when you return it, the artificial intelligence continues from where it left off. Who can do this: Company administrator and representatives. When the visitor leaves the site, the chat locks and messages cannot be sent; you can write internal notes. If the number of chats you can run simultaneously is limited and full, you cannot take over new chats. ## Steps Open the conversation and click **Take Over** in the title 1. A note saying "Our customer representative has joined the chat" is added for the visitor. Write and send your message. If you write directly without taking over, the conversation automatically passes to you 2. When you are done, click **Return to Assistant**; the artificial intelligence continues the conversation. Click **Close** to end the conversation. - 1Taking over conversation - 2Your message **If the visitor has left**When the visitor leaves the site, the chat locks and messages cannot be sent; you can write internal notes. When the visitor returns, the lock opens automatically. **Limit**If the number of chats you can run simultaneously is limited and full, you cannot take over new chats. ## Related pages - [Reassign chat to another representative](/en/smartoperator/belgeler/temsilci/sohbeti-atamak.html) # Processing callback requests | SmartOperator Documents > Contact details left by visitors when no online representative is available are collected in the Callbacks screen. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/geri-donus-taleplerini-islemek --- # Processing callback requests Contact details left by visitors when no online representative is available are collected in the Callbacks screen. - Company administrators and agents ## How to process callback requests? Contact details left by visitors when no online representative is available are collected in the Callbacks screen. Who can do this: Company administrator and representatives. CSV download downloads the requests for the last 30 days as an Excel-compatible file. Click Callbacks in the left menu; the badge in the menu shows the number of new requests. Select the filter from the top: New, Called, Completed, or All. ## Steps Click **Callbacks** in the left menu; the badge in the menu shows the number of new requests. Select the filter from the top: **New**, **Called**, **Completed**, or **All** 1. Contact the visitor by clicking the phone or email; to see the chat, click **Open Chat** 2. Write the result in the notes field and mark the request as **Called** or **Completed** 3. - 1Status filter - 2Opens conversation - 3Mark status **ExportDownload CSV** downloads the requests for the last 30 days as an Excel-compatible file. ## Related pages - [Working hours and notification email](/en/smartoperator/belgeler/yonetici/calisma-saatleri-ve-bildirim.html) # Using quick replies | SmartOperator Documentation > Registered quick replies are added in the message box / by typing. Open the conversation and type in the writing box. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/hazir-cevap-kullanmak --- # Using quick replies Saved canned responses are added by typing / in the message box. - Company administrators and agents ## How to use canned responses? Saved canned responses are added by typing / in the message box. Who can do this: Company administrators and agents. Open the conversation and type / in the text box. Select the canned response from the dropdown list or continue typing its shortcut. It appears in the text input box; edit if necessary and send. The process is completed in 3 steps. ## Steps Open the conversation and type / in the text box 1. Select the canned response from the dropdown list or continue typing its shortcut. It appears in the text input box; edit if necessary and send. - 1Canned response with / ## Related pages - [Add a canned response](/en/smartoperator/belgeler/yonetici/hazir-cevap-eklemek.html) # Leaving an internal note | SmartOperator Documentation > Internal notes are visible to your team members in the chat; they are not sent to the visitor or AI. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/ic-not-birakmak --- # Leaving an internal note Internal notes are visible to your team members in the chat; they are not sent to the visitor or AI. - Company administrators and agents ## How to leave an internal note? Internal notes are visible to your team members in the chat; they are not sent to the visitor or AI. Who can do this: Company administrators and agents. The person who wrote the note or the company administrator can delete it. Open the conversation and click the Message button to the left of the text box to switch to Internal Note mode. ## Steps Open the conversation and click the **Message** button to the left of the text box to switch to **Internal Note** mode 1. Write and send your note. The note appears as a yellow card in the chat flow. Click the button again to return to Message mode. - 1Message / Internal Note **Delete**The person who wrote the note or the company administrator can delete it. ## Related pages - [Add tags to chat](/en/smartoperator/belgeler/temsilci/sohbete-etiket-eklemek.html) # Using the conversation list | SmartOperator Documentation > Conversations are filtered in the left menu; chats with unread messages are marked with a badge showing the count. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/konusma-listesi --- # Using the conversation list Conversations are filtered in the left menu; chats with unread messages are marked with a badge showing the count. - Company administrators and agents ## How to use the conversation list? Conversations are filtered in the left menu; chats with unread messages are marked with a badge showing the count. Who can do this: Company administrators and agents. You receive sound and desktop notifications when a new transfer request arrives or when a new message comes in a chat you have taken over; you can toggle the sound using the button in the top bar. Select a filter in the left menu: All, Pending Transfer, With Assistant, With Agent, Closed, or Low Score. ## Steps Select a filter in the left menu: **All**, **Pending Transfer**, **With Assistant**, **With Agent**, **Closed**, or **Low Score** 1. Type part of a name, page, or message in the search box at the top; type #tag to filter by tag 2. Click a conversation to open it. The green badge shows the number of unseen visitor messages 3. Click **Mark all as read** to mark everything as read. - 1Filters - 2Search and #tag - 3Opens conversation **Notifications**You receive sound and desktop notifications when a new transfer request arrives or when a new message comes in a chat you have taken over; you can toggle the sound using the button in the top bar. ## Related pages - [Take over and return to assistant](/en/smartoperator/belgeler/temsilci/devralmak-ve-geri-vermek.html) # Switching between organisations | SmartOperator Docs > Your status decides whether you get automatic assignments. With several organisations, switch to another one's panel in one click from the account menu. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/kurumlar-arasinda-gecmek --- # Switching between organisations If you have multiple organisations, you can switch to another organisation's panel with a single click from the account menu. - Company administrators and agents with access to multiple organisations ## How to switch between organisations? If you have multiple organisations, you can switch to another organisation's panel with a single click from the account menu. Who can do this: Company administrators and agents with access to multiple organisations. The 'My Organisations' section is only visible if you have access to multiple organisations. Click your name in the top right corner. Under My Organisations, select the organisation you want to switch to. ## Steps Click your name in the top right corner 1. Under **My Organisations**, select the organisation you want to switch to 2. The current organisation is marked as **This organisation**. The panel opens in the same tab at the address of the selected organisation, with that organisation's session. - 1User menu - 2My Organisations **When is it visible?**The 'My Organisations' section is only visible if you have access to multiple organisations. Organisations without a defined panel address appear faded and cannot be selected. Your session in the other organisation is separate; logging out does not log you out of the current organisation. ## Related pages - [Log in to the dashboard](/en/smartoperator/belgeler/baslarken/panele-giris.html) - [Available and busy status](/en/smartoperator/belgeler/temsilci/musait-mesgul-durumu.html) # Availability and busy status | SmartOperator Documentation > Your status determines whether you enter automatic assignment. When busy, you are not assigned chats automatically and are not counted as an online agent. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/musait-mesgul-durumu --- # Availability and busy status Your status determines whether you enter automatic assignment. When busy, you are not assigned chats automatically and are not counted as an online agent. - Company administrators and agents ## What is availability and busy status? Your status determines whether you enter automatic assignment. Who can do this: Company administrator and agents. You will not be assigned chats automatically and will not be counted as an online agent; if no one is available, a contact form is shown to the visitor. Click your name in the top right corner. Under My Status, select Available or Busy. The process is completed in 2 steps. ## Steps Click your name in the top right corner 1. Under **My Status**, select **Available** or **Busy**. - 1User menu **When busy**You are not assigned chats automatically and are not counted as an online agent; if no one is available, a contact form is shown to the visitor. Manual assignment is possible. ## Related pages - [Reassign chat to another representative](/en/smartoperator/belgeler/temsilci/sohbeti-atamak.html) # Running actions on the visitor's page | SmartOperator > You can run actions defined by your site and basic actions from the panel on the visitor's open page. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/sayfada-eylem-calistirmak --- # Running actions on the visitor's page You can run actions defined by your site and basic actions from the panel on the visitor's open page. - Company administrators and agents ## How to run actions on the visitor's page? You can run actions defined by your site and basic actions from the panel on the visitor's open page. Who can do this: Company administrator and agents. In actions that require approval, the warning “This action will ask for visitor approval.” appears; the action runs when the visitor approves. Actions run on the visitor's open page; they cannot be run if the visitor has left the site. ## Steps Open the conversation and go to the **Action** tab in the right panel 1. Select the action from the **Select action…** list; basic actions are marked as (basic) 2. Fill in the parameters and click **Run** 3. The result appears in the chat flow as a “Page processing” line. - 1Action tab - 2Action selection - 3On the visitor's page **Actions requiring approval**In actions that require approval, the warning “This action will ask for visitor approval.” appears; the action runs when the visitor approves. **Visitor must be on the site**Actions run on the visitor's open page; they cannot be run if the visitor has left the site. ## Related pages - [Define site action](/en/smartoperator/belgeler/gelistirici/site-eylemi-tanimlamak.html) # Adding tags to conversations | SmartOperator Documentation > Tags group conversations by topic; used for filtering in the list and viewing distribution in reports. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/sohbete-etiket-eklemek --- # Adding tags to conversations Tags group conversations by topic; used for filtering in the list and viewing distribution in reports. - Company administrators and agents ## How to add tags to conversations? Tags group conversations by topic; used for filtering in the list and viewing distribution in reports. Who can do this: Company administrator and agents. A tag is at most 40 characters long; up to 10 tags can be added to a conversation. Open the conversation; find the Tags field at the top of the User tab in the right panel. ## Steps Open the conversation; find the **Tags** field at the top of the **User** tab in the right panel 1. Type the tag and press Enter. Previously used tags appear as suggestions. Filter conversations with that tag by clicking the tag chip in the list or typing #tag in the search. - 1Add tag **Limits**A tag is at most 40 characters long; up to 10 tags can be added to a conversation. ## Related pages - [Use the conversation list](/en/smartoperator/belgeler/temsilci/konusma-listesi.html) # Assigning a chat to another agent | SmartOperator Docs > You can assign a conversation to a team member; a notification is sent to the assigned person. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/sohbeti-atamak --- # Assigning a conversation to another agent You can assign a conversation to a team member; a notification is sent to the assigned person. - Company administrators and agents ## How to assign a conversation to another agent? You can assign a conversation to a team member; a notification is sent to the assigned person. Who can do this: Company administrator and agents. Only the company administrator can assign a conversation held by another agent. Open the conversation and click Assign in the header. Select the agent from the list. A note “Our agent has joined the chat” is shown to the visitor, and an internal note is posted to the team. ## Steps Open the conversation and click **Assign** in the header 1. Select the agent from the list. The list shows whether each agent is online and their active conversation count. A note “Our agent has joined the chat” is shown to the visitor, and an internal note is posted to the team. - 1Select agent **Another person's chat**Only a company administrator can assign a chat currently held by another agent. ## Related pages - [Available and busy status](/en/smartoperator/belgeler/temsilci/musait-mesgul-durumu.html) # Reading the AI trace | SmartOperator Documentation > Below every AI response, you can see the steps taken to generate it: information items read, products searched, and actions executed. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/yapay-zeka-izini-okumak --- # Reading the AI trace Below every AI response, you can see the steps taken to generate it: information items read, products searched, and actions executed. - Company administrators and agents ## How to read the AI trace? Below every AI response, you can see the steps taken to generate it: information items read, products searched, and actions executed. Who can do this: Company administrators and agents. If the answer is incomplete or incorrect, adding an item to the knowledge base is usually sufficient. Ensure that 'Detailed view' is enabled in the Chat options at the top right. ## Steps Open the conversation. Ensure that **Detailed view** is enabled in the **Chat options** at the top right. Click on **How did it answer?** below an assistant's response 1. In the **Steps** list, see which search the agent performed; in **Sources**, see which information and products were consulted 2. - 1Opens the trace - 2Search and sources **To correct an incorrect answer**If the answer is incomplete or incorrect, adding an item to the knowledge base is usually sufficient. For this chat only, you can provide **Instructions specific to this chat** from the **AI** tab in the right panel. ## Related pages - [Add an item to the knowledge base](/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek.html) # Writing in the visitor's language | SmartOperator Docs > Chatting with visitors who write in other languages: Turkish versions of messages, translating into the visitor's language, failure warnings and usage. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/ziyaretci-diliyle-yazismak --- # Writing in the visitor's language When a visitor writes in a language other than Turkish, the Turkish translation of their message appears below it; your messages are also translated into the visitor's language before being sent. - Company administrators and agents ## How to write in the visitor's language? When a visitor writes in a language other than Turkish, the Turkish translation of their message appears below it; your messages are also translated into the visitor's language before being sent. Who can do this: Company administrators and agents. If the plan allowance or company token limit is exhausted, or if translation fails, the message is sent without translation, and the reason is shown in the warning banner above the text box. ## Steps Open the conversation. The **Turkish version** line appears below each visitor message. The **Translate to visitor's language** option above the text box is enabled by default; next to it, the conversation's language is displayed (e.g., EN). Write and send your message in Turkish. Quick replies and reply drafts are also translated. In the bubble of the message you sent, the translation sent to the visitor appears below, with the original Turkish text shown under the **You wrote** line. **If translation fails**If the plan allowance or company token limit is exhausted, or if translation fails, the message is sent without translation, and the reason is shown in the warning banner above the text box. **Usage**Translation deducts from the AI usage allowance; it appears as "Agent message translations" in the Usage screen. ## Related pages - [Handover summary and tool badge](/en/smartoperator/belgeler/temsilci/devir-ozeti-ve-arac-rozeti.html) - [Token limits](/en/smartoperator/belgeler/yonetici/token-limitleri.html) # Blocking a visitor | SmartOperator Documentation > You can block a misbehaving visitor, optionally including their link address. Source page: https://dblinx.net/en/smartoperator/belgeler/temsilci/ziyaretciyi-engellemek --- # Blocking a visitor You can block a misbehaving visitor, optionally including their link address. - Company administrators and agents ## How to block a visitor? You can block a misbehaving visitor, optionally including their link address. Who can do this: Company administrators and agents. Many people may share the same IP address (e.g., in an office or café); use IP blocking carefully. Open the conversation; in the right panel, go down to the Security section in the User tab. ## Steps Open the conversation; in the right panel, go down to the **Security** section in the **User** tab. Click **Block visitor**; optionally enter a reason and check **Also block IP address**. Click **Block**. To unblock, use **Unblock** in the same section. **Shared links**Many people may share the same IP address (e.g., in an office or café); use IP blocking carefully. ## Related pages - [Precautions against misuse](/en/smartoperator/guvenlik.html#kotuye) # Adding a knowledge base item | SmartOperator Docs > Agent responses are based on items in the knowledge base. Information such as delivery, returns, warranty, and working hours is entered here. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek --- # Adding an item to the knowledge base Agent responses are based on items in the knowledge base. Information such as delivery, returns, warranty, and working hours is entered here. - Company administrator (agents have read-only access) ## How to add an item to the knowledge base? Agent responses are based on items in the knowledge base. Who can do this: Company administrator (agents have read-only access). Remove outdated items using the delete button in the list; agents will no longer use them from the next response onwards. Information such as delivery, returns, warranty, and working hours is entered here. Each item should cover a single topic. ## Steps In the left menu, click **Content → Knowledge**. Select **Frequently Asked Question** or **Policy** from the **Type** list 1. For Frequently Asked Questions, fill in the **Question** field; for both types, fill in the **Content** field 2. Click **Add** 3. The item is added to the list. - 1Item type - 2Answer text - 3Save item **Keep it short and topical**Each item should cover a single topic. When "Shipping" and "Returns" are separate items, agents find the correct one more easily. **Keep it updated**Remove expired items using the delete button in the list; agents will no longer use them from the next response onwards. ## Related pages - [File repository](/en/smartoperator/belgeler/yonetici/dosya-deposu.html) - [Read AI trace](/en/smartoperator/belgeler/temsilci/yapay-zeka-izini-okumak.html) - [How does AI provide answers?](/en/smartoperator/yapay-zeka.html) # Working hours and notification email | SmartOperator > Working hours inform visitors outside business hours; the notification email forwards handover and callback requests to you when no agent is available. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/calisma-saatleri-ve-bildirim --- # Working hours and notification email Working hours inform visitors outside business hours; the notification email forwards handover and callback requests to you when no agent is available. - Company administrator ## What are working hours and notification email? Working hours inform visitors outside business hours; the notification email forwards handover and callback requests to you when no agent is available. Who can do this: Company administrator. Use a shared team address for the notification email, not an individual's. Open Privacy and Hours in Settings → Management. ## Steps Open **Privacy and Hours** in **Management → Settings**. Enter the address to receive requests in the **Notification email** field 1. Check **Define working hours**; select working days and start/end times 2. Optionally check **Auto-assign handover requests** 3. Click **Save**. - 1Request notifications - 2Days and times - 3Assign to least loaded **Use a team address**For the notification email, use a shared team address rather than an individual's. Emails are sent from DBLinx's notification address. ## Phone number Enter your phone number under Panel › Settings › Privacy and working hours; if you leave it blank, the feature stays off. Outside working hours, the assistant shows your working hours along with your number and offers the visitor the contact form. ## Related pages - [Process callback requests](/en/smartoperator/belgeler/temsilci/geri-donus-taleplerini-islemek.html) - [Retention period and payment page patterns](/en/smartoperator/belgeler/yonetici/saklama-ve-odeme-sayfasi.html) # Unanswerable questions | SmartOperator Documentation > Questions that the assistant could not answer or handed over to an agent are grouped; add an answer to the knowledge base and close with Solved or Ignore. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/cevaplanamayan-sorular --- # Unanswerable questions Questions where the assistant said it didn't know, found no results in search, or handed over to an agent are listed grouped by the last 30 days. - Company administrator ## What are unanswerable questions? Questions where the assistant said it didn't know, found no results in search, or handed over to an agent are listed grouped by the last 30 days. Who can do this: Company administrator. If a new unanswerable question arrives on a topic you closed, the group is re-listed; this indicates information is still missing. In the left menu, click Content → Unanswerables. ## Steps In the left menu, click **Content → Unanswerables**. Similar questions are grouped together; above the group, its shortest expression and how many times it was asked are shown. You can view the conversation with **Open last chat**. Click **Add answer to knowledge base**; the Knowledge screen opens with the question pre-filled, write the answer and save. To close the group, click **Solved** or **Ignore**. **Reappearance**If a new unanswerable question arrives on a topic you closed, the group is re-listed; this indicates information is still missing. **Usage**The list is derived from existing conversations without using AI. ## Related pages - [Add an item to the knowledge base](/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek.html) - [Read the report](/en/smartoperator/belgeler/yonetici/raporu-okumak.html) # Invitation bubble and two greetings (A/B) | SmartOperator > Opening the invitation bubble: wait time, text, and conditions under which it is not shown. A/B greeting test and variant table in the report. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/davet-balonu-ve-iki-karsilama --- # Invitation bubble and two greetings (A/B) The invitation bubble shows a short invitation after a specified time to visitors who haven't opened the window. With an A/B test, you compare two greetings or invitation texts. - Company administrator ## What is the invitation bubble and two greetings (A/B)? The invitation bubble shows a short invitation after a specified time to visitors who haven't opened the window. Who can do this: Company administrator. With an A/B test, you compare two greetings or invitation texts. It is not shown on the payment page, on phones (narrow screens), when the window is open, or if the visitor has already written. Open Settings → Invitation bubble section. ## Invitation bubble The invitation bubble shows a short invitation after a specified time to visitors who haven't opened the window; settings are site-wide and disabled by default. Open the **Settings → Invitation bubble** section. Settings are site-wide and disabled by default. Check **Show invitation bubble**. **Wait time (seconds)** Enter a duration between 5 and 600 in the field (default is 30). If you wish, enter **Invitation text** (max 160 characters). If left blank, the default text is shown in the visitor's language; text written in Turkish will not be sent to visitors in other languages, instead the default text appears in their language. Click **Save**. **Situations where it is not shown**It is not shown on the payment page, on mobile devices (narrow screens), when a window is open, or if the visitor has already written something. It is shown once per day per visitor; if the visitor closes it, it will not be shown again. The invitation balloon does not use AI. ## A/B greeting test With an A/B test, you compare two greetings or invitation texts; approximately half of the visitors see A, and the other half see B. In the **Settings → A/B Test** section, check **Run A/B test**. Enter **B greeting text** and/or **B invitation text**. A is the site's current text. Fields where you do not enter B text are not tested. Save. Approximately half of the visitors see A, and the other half see B; each visitor always sees the same variant. ## Reading the results In the **A/B Greeting Test** table on the **Report** screen, you can see the number of conversations, messages sent, transfers to agents, and payments reached for each variant; rates are based on the number of conversations. A/B testing does not use AI. ## Related pages - [Welcome message and quick options](/en/smartoperator/belgeler/yonetici/karsilama-mesaji.html) - [Read the report](/en/smartoperator/belgeler/yonetici/raporu-okumak.html) # File Repository | SmartOperator Documentation > Upload your price list, catalogue, or contract; AI summarises it, and once you approve it, your assistant answers customers using this information. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/dosya-deposu --- # File Repository Upload your price list, catalogue, or contract; AI summarises it, and once you approve it, your assistant answers customers using this information. - Company administrator ## What is the File Repository? Upload your price list, catalogue, or contract; AI summarises it, and once you approve it, your assistant answers customers using this information. Who can do this: Company administrator. Open the Management > File Repository screen. Drag files into the upload area or click to select them. Read the summary generated by AI, edit if necessary, and click Approve. Upload files such as price lists, catalogues, and contracts (PNG, JPG, WEBP, PDF, DOCX, TXT, MD; up to 20 MB per file) from Management > File Repository. AI analyses each file and generates a summary; once you edit and approve the summary, the assistant uses this information to answer customers, and the full text of approved files is also included in search. You can revoke approval at any time or permanently delete a file; save old .doc files as .docx or PDF before uploading. File analysis deducts from your AI token allowance. The repository total is 500 MB; if the sum of approved summaries exceeds the limit that can be passed to the assistant, the dashboard displays a warning. ## Steps Open the Management > **File Repository** screen. Drag files into the upload area or click to select them. Read the summary generated by AI, edit if necessary, and click **Approve**. ## Merging information The Merge and deduplicate button in the File Repository combines approved (and optionally reviewed) file summaries into a single text grouped by topics, removing duplicates. AI displays discrepancies found between files without selection under Discrepancies list; you write the correct version into the draft. Once you approve the draft, the assistant uses this text; if files change, a 'not up to date' warning appears, and you can revert to individual summaries using Remove combined summary. Merging deducts from your AI token allowance; the combined text is limited to 7000 characters. ### Resolving discrepancies Contradictory information found by AI (e.g., different prices or measurements) is not written to the draft; it appears as a question card under Discrepancies. Select the correct option or write your own answer; you can also add any correction in your own sentence to the Add/correct information box. These administrator decisions take precedence over file content: the assistant uses these first, your decisions are carried over to subsequent merges, and they are added to the draft via Update draft with decisions. ## Related pages - [Add an item to the knowledge base](/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek.html) - [Token limits](/en/smartoperator/belgeler/yonetici/token-limitleri.html) # Adding quick replies | SmartOperator Documentation > Frequently written replies are saved with shortcuts; agents insert them by typing / in the message box. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/hazir-cevap-eklemek --- # Adding quick replies Frequently written replies are saved with shortcuts; agents insert them by typing / in the message box. - Company administrator ## How to add quick replies? Frequently written replies are saved with shortcuts; agents insert them by typing / in the message box. Who can do this: Company administrator. {ziyaretci} is only populated if the visitor's real name is known; otherwise, the sentence remains without a name. Open the Quick replies section in Management → Settings. Fill in the Shortcut (e.g., shipping), Title, and Text fields. ## Steps Open the **Quick replies** section in **Management → Settings**. Fill in the **Shortcut** (e.g., shipping), **Title**, and **Text** fields 1. You can write {ziyaretci} in the text for the visitor's name, and {temsilci} for the agent's name. Click **Save**. - 1Short name **If name is unknown**{ziyaretci} is only populated if the visitor's real name is known; otherwise, the sentence remains without a name. ## Related pages - [Use canned response](/en/smartoperator/belgeler/temsilci/hazir-cevap-kullanmak.html) # Greeting message and quick options | SmartOperator > The first message shown to the visitor when the window opens and the quick options that start a conversation with one click are configured here. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/karsilama-mesaji --- # Welcome message and quick options The first message shown to the visitor when the window opens and the quick options that start a conversation with one click are configured here. - Company administrator ## What is the welcome message and quick options? The first message shown to visitors when the window opens and the one-click quick options are configured here. Who can do this: Company administrator. The welcome message appears instantly without waiting for AI and does not consume an AI allowance. In the left menu, click Management → Settings and select Welcome at the top. ## Steps In the left menu, click **Management → Settings** and select **Welcome** at the top. Write the first message in the **Welcome message** field (max 500 characters) 1. Optionally, write up to four **Quick options**; each can be up to 60 characters long 2. Click **Save**. - 1First message - 2One-click start **Result**The welcome message appears instantly without waiting for AI and does not consume an AI allowance. ## Related pages - [Identity, style, and default appearance](/en/smartoperator/belgeler/yonetici/kimlik-uslup-gorunum.html) # Importing the catalog via CSV or XML | SmartOperator > Your products are imported via CSV or XML feed. Fields are mapped automatically; products with a product code are updated in subsequent imports. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/katalogu-ice-aktarmak --- # Importing the catalog via CSV or XML Your products are imported via CSV or XML feed. Fields are mapped automatically; products with a product code are updated in subsequent imports. - Company administrator ## How to import the catalog via CSV or XML? Your products are imported via CSV or XML feed. Who can do this: Company administrator. Fields are mapped automatically; products with a product code are updated in subsequent imports. Full feed only works for products with a product code. Google Merchant RSS/Atom and general product lists are supported. Click Content → Catalog in the left menu. ## Steps Click **Content → Catalog** in the left menu. In the **Import Catalog** card, select your file using **Select File (CSV / XML)** or paste the content into the text box 1. If you want inactive products not present in the feed to be set to inactive, check the **Full Feed** box 2. Click **Import** 3. The result shows the number of added and updated products along with field mapping. - 1File or paste - 2Deactivate missing items - 3Start import **Supported formats**Google Merchant RSS/Atom and general product lists are supported. Price is read as 1,299.90 TL, 12.50 USD, or in format with TL symbol. **Full Feed**Full feed only works for products with a product code. Inactive products are not deleted; they automatically become active again when they reappear in the feed. ## Related pages - [Product catalog and store database](/en/smartoperator/urun-katalogu.html) # Identity, style and default appearance | SmartOperator > The representative's name, conversation style, handover timing, and the window's default appearance are configured in the Identity section. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/kimlik-uslup-gorunum --- # Identity, style and default appearance The representative's name, conversation style, handover timing, and the window's default appearance are configured in the Identity section. - Company administrator ## What is identity, style and default appearance? The representative's name, conversation style, handover timing, and the window's default appearance are configured in the Identity section. Who can do this: Company administrator. On phone-width screens, the window opens in full screen regardless of the selected appearance. Open the Identity section in Management → Settings. Enter the name to appear in the window title in the Name field. ## Steps Open the **Identity** section in **Management → Settings**. Enter the name to appear in the window title in the **Name** field 1. Select **Style** and **Handover Rule** 2. Select **Default Appearance**: bottom right, bottom left, side panel, or full screen 3. Click **Save**. - 1Conversation style - 2When to hand over - 3Window position **On mobile**On phone-width screens, the window opens in full screen regardless of the selected appearance. ## Related pages - [Tag attributes](/en/smartoperator/belgeler/gelistirici/etiket-oznitelikleri.html) - [Four window appearances](/en/smartoperator/kurulum.html#gorunum) # Exporting conversations | SmartOperator Documentation > Conversations and messages can be downloaded as an Excel-compatible CSV file from the Management → Report screen. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/konusmalari-disa-aktarmak --- # Exporting conversations Conversations and messages can be downloaded as an Excel-compatible CSV file from the Management → Report screen. - Company administrator ## How to export conversations? Conversations and messages can be downloaded as an Excel-compatible CSV file from the Management → Report screen. Who can do this: Company administrator. The exported file contains visitor messages; protect it according to your organization's retention policies. Select the period in Management → Report. Click Conversations or Messages in the Export (CSV, Excel compatible) row. ## Steps Select the period in **Management → Report**. Click **Conversations** or **Messages** in the **Export (CSV, Excel compatible)** row 1. Open the downloaded file in Excel; Turkish characters and decimal commas display correctly. - 1Conversations or messages **Personal data**The exported file contains visitor messages; protect it according to your organization's retention policies. Each export is logged. ## Related pages - [Read the report](/en/smartoperator/belgeler/yonetici/raporu-okumak.html) # Reading the report | SmartOperator Documentation > The report screen shows conversations, handovers to agents and visits reaching the payment page by period, each compared with the previous period. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/raporu-okumak --- # Reading the report The report screen shows conversations, those passed to agents, and those reaching the payment page periodically; each figure is compared with the previous period of the same length. - Company administrator ## How to read the report? The report screen shows conversations, those passed to agents, and those reaching the payment page periodically; each figure is compared with the previous period of the same length. Who can do this: Company administrator. A decrease in the number of conversations passed to agents is good: it means the assistant has resolved more conversations independently. In the left menu, click Management → Report. ## Steps In the left menu, click **Management → Report**. Select the period from the top: **Today**, **This week**, **Last 7 days**, **Last 30 days**, or **This month** 1. View the assistant's independent resolutions, conversations passed to agents, and satisfaction on the cards; the ▲/▼ badge indicates change compared to the previous period 2. Hover over a day on the **Daily conversations** graph to see that day's figures 3. Scroll down for the **Conversion funnel** and **Agents** table. - 1Period selection - 2Compared to previous period - 3Daily graph **Decrease in conversations passed to agent**A decrease in the number of conversations passed to agents is good: it means the assistant has resolved more conversations independently. ## Topics, from chat to cart, and callback requests These cards show chat topics during the period, clicks to add products from product cards to the cart in SmartSales stores, and the number of visitors leaving contact information. - **Most asked topics:** distribution of chat topics opened and closed via the panel during the period (Returns, Compatibility, Shipping, Price, Stock, Order, Other). - **Chat to cart:** number of clicks on 'Add to cart' on the product card in the connected SmartSales store website. - **Callback request:** number of visitors leaving contact information; also visible as a separate line in the daily graph. The ▲/▼ badge on these cards also shows change compared to the previous period. ## Related pages - [Export conversations](/en/smartoperator/belgeler/yonetici/konusmalari-disa-aktarmak.html) - [Unanswerable questions](/en/smartoperator/belgeler/yonetici/cevaplanamayan-sorular.html) - [Invitation bubble and dual welcome (A/B)](/en/smartoperator/belgeler/yonetici/davet-balonu-ve-iki-karsilama.html) # Retention period and payment page patterns | SmartOperator > You determine how long conversation records are kept and which addresses count as payment pages from the Privacy and Hours section. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/saklama-ve-odeme-sayfasi --- # Retention period and payment page patterns You determine how long conversation records are kept and which addresses count as payment pages from the Privacy and Hours section. - Company administrator ## What is the retention period and payment page patterns? You determine how long conversation records are kept and which addresses count as payment pages from the Privacy and Hours section. Who can do this: Company administrator. Expired conversations, internal notes, and visitor information from visitors who have not visited since that date are permanently deleted every day. Pages containing checkout, odeme, payment, or sepet/onay in their address are already considered payment pages. ## Steps Open **Privacy and Hours** in **Management → Settings**. Enter a number of days in the **Keep conversation records (days)** field (between 7 and 3650; leave blank for indefinite) 1. Enter parts of your payment page address in the **Additional payment page addresses** field, one per line 2. Enter the **KVKK disclosure text address** 3 and click **Save**. - 1Retention period - 2Address parts - 3Link in window **Deleted data cannot be recovered**Expired conversations, internal notes, and visitor information from visitors who have not visited since that date are permanently deleted every day. **Default patterns**Pages containing checkout, odeme, payment, or sepet/onay in their address are already considered payment pages. You only need to add addresses that do not match these. ## Related pages - [Mark payment page with code](/en/smartoperator/belgeler/gelistirici/odeme-sayfasini-isaretlemek.html) - [Security and KVKK](/en/smartoperator/guvenlik.html) # Applying sector template | SmartOperator Documents > Sector templates bring ready-made tasks for agents: the clinic template takes appointments, the spare parts template clarifies the vehicle and finds parts. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/sektor-sablonu-uygulamak --- # Applying sector template Sector templates bring ready-made tasks for agents: the clinic template takes appointments, the spare parts template clarifies the vehicle and finds parts. - Company administrator ## How to apply the sector template? Sector templates bring representative tasks ready: the clinic template takes appointments, the spare parts template clarifies the vehicle and finds parts. Who can do this: Company administrator. When a template is applied, existing tasks are replaced by the template's tasks. Open the Template section in Management → Settings. Select the template suitable for your site from the sector template list. ## Steps Open the **Template** section in **Management → Settings**. Select the template suitable for your site from the **Sector template** list 1. Read the warning: tasks, tone, and handover rules will change to match the template. Click **Confirm and apply**. In the **Tasks** section, view the tasks brought by the template, the information to be collected, and the completion conditions. - 1Template selection **Existing tasks**When a template is applied, existing tasks are replaced by the template's tasks. ## Related pages - [Sectors](/en/smartoperator/sektorler/) # Working with SmartSales store | SmartOperator Documentation > On a site linked to a SmartSales store: adding to cart from chat, choosing options for variant products and back-in-stock alerts. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/smartsales-magazasi --- # Working with SmartSales store If your site is linked to the SmartSales store, visitors can add products directly to the cart from the product card, select options for variant products, and request notifications for out-of-stock items. - Company administrator ## How to work with the SmartSales store? If your site is linked to the SmartSales store, visitors can add products directly to the cart from the product card, select options for variant products, and request notifications for out-of-stock items. Who can do this: Company administrator. The 'Notify when in stock' feature only works if it is enabled in the SmartSales store panel; in this case, the assistant redirects the visitor to the 'Notify me when available' option on the product page. ## Add to cart from chat Under the product card shown by the assistant in SmartSales stores, an 'Add to Cart' button appears; the store's cart opens in a new tab with the item added. The visitor asks about the product; the assistant shows product cards. The visitor clicks **Add to Cart** below the card; for variant products, they first select the option. The store's cart opens in a new tab with the item added. If the product is out of stock, the visitor can request a notification when it arrives by entering their email address. On sites linked to SmartSales, an **Add to cart** button appears under the product cards the assistant shows. When the visitor clicks it, the store's cart opens in a new tab with the product added. If the browser blocks the new tab, a **Go to cart** link appears under the card. Each click is counted on the Report screen as **Add to cart from chat**. ## Variant products For products with multiple options (e.g., front or rear, size, colour), clicking for the first time opens an option list below the card; out-of-stock options are marked as '(Out of stock)'. When the visitor selects an option, the product is added to the cart. ## Notify when in stock If the product is out of stock, the button becomes **Out of stock**, and the assistant asks the visitor for their email address. The address is sent to the store; the visitor receives an email containing a confirmation link, and the notification record is completed only after the visitor confirms this link. **Must be enabled in Store Panel**The 'Notify when in stock' feature only works if it is enabled in the SmartSales store panel; in this case, the assistant redirects the visitor to the 'Notify me when available' option on the product page. **Personal Data**The visitor's email address is not stored separately in SmartOperator; it is only sent to the store. ## Related pages - [Read the report](/en/smartoperator/belgeler/yonetici/raporu-okumak.html) - [Import catalogue via CSV or XML](/en/smartoperator/belgeler/yonetici/katalogu-ice-aktarmak.html) # Assigning agents to sites | SmartOperator Docs > With several sites, assign each agent only to the sites they are responsible for; the agent then sees only those sites' conversations. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/temsilcileri-siteye-atamak --- # Assigning representatives to sites With several sites, assign each agent only to the sites they are responsible for; the agent then sees only those sites' conversations. - Company administrator ## How to assign representatives to sites? If you have multiple sites, assign each representative only to the sites they are responsible for; the representative will only see conversations from those sites. Who can do this: Company administrator. Representatives not assigned to any site can only see the first site. The list shows employees who have logged into the panel at least once. Click Management → Sites. ## Steps Click **Management → Sites**. Check the people to be assigned to the site in the **Representatives** list on the site card 1. Click **Save Representatives** 2. - 1People to be assigned - 2Saving assignment **Unassigned Representative**A representative not assigned to any site can only see the first site. The company administrator can see all sites. **Who is in the list?**The list shows employees who have logged into the panel at least once. ## Related pages - [Add your site](/en/smartoperator/belgeler/baslarken/site-eklemek.html) # Token limits | SmartOperator Documentation > Set daily, weekly and per-visitor limits within your plan's monthly AI allowance. When reached, the visitor is referred to your team or the contact form. Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/token-limitleri --- # Token limits You can set daily, weekly and per-visitor limits within your plan’s monthly AI allowance. When the limit is reached, visitors are redirected to your team or a contact form. - Company administrator ## What are token limits? You can set daily, weekly and per-visitor limits within your plan’s monthly AI allowance. Who can do this: Company administrator. If the AI does not respond, the visitor is handed over to an available agent; if no one is available, a contact form is shown. When the limit is reached, visitors are redirected to your team or a contact form. ## Steps Open **Limits** under **Management → Settings**. Fill in the **Daily total token limit** and **Weekly token limit** fields 1. Empty or 0 means unlimited. Enter the maximum amount a single visitor can consume in the last 24 hours in the **Daily tokens per visitor** field 2. Optionally, set the **Maximum simultaneous chats per agent** limit 3 and save. - 1Daily limit - 2Visitor limit - 3Agent capacity **When the limit is reached**The AI does not respond; the visitor is handed over to an available agent, and if none are available, a contact form is shown. The visitor is not told internal details. **Weekly limit**The weekly limit starts from Monday 00:00 and prevents the monthly allowance from being used up in a single week. ## Related pages - [Read the report](/en/smartoperator/belgeler/yonetici/raporu-okumak.html) # AI sales assistant setup for e-commerce sites: 2 > How to set up an AI sales assistant on an e-commerce site: two-line tag, catalog import, site actions and testing in incognito mode, step by step. Source page: https://dblinx.net/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu --- Setup # AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. SmartOperator team4 min readPublished: 17.10.2026 - [Setup](/en/smartoperator/blog/#etiket-kurulum) - [E-commerce](/en/smartoperator/blog/#etiket-e-ticaret) - [Product catalogue](/en/smartoperator/blog/#etiket-urun-katalogu) The biggest barrier to sales on an e-commerce site is unanswered questions: "Will this part fit my vehicle?", "When will the delivery arrive?", "Do they have this in a large size?". An AI sales assistant answers these questions within the site, based on your product catalogue. The technical part of the setup is short; the real work lies in preparing what the assistant should know. ## How to install an AI sales assistant on an e-commerce site? You add your site and domains in the panel, then paste the provided two-line tag once into your site's common template. Next, you import your catalogue via CSV or XML, enter shipping and return rules into the knowledge base, and define actions such as 'Add to cart'. You test in hidden mode without customers seeing it, and remove hidden mode when ready. ## Does the sales assistant affect site speed? The script loads asynchronously and does not block page rendering. Only a small bubble is drawn while the page loads; the chat window itself loads when the visitor hovers over or clicks the bubble. Since conversations are stored on the server, the window reopens with the same conversation when the visitor changes pages, preserving initial load speed. ## Before setup: preparation checklist Before setup, prepare your product list export (CSV or XML), frequently asked questions and policies, tasks for the assistant, and payment page addresses. - Export of your product list (CSV or XML) including product code, name, price, stock, page URL, and image. - Frequently asked questions and policies: shipping, returns, warranty, promotions. - Assistant tasks: adding to cart, navigating to page. - Addresses of your payment and cart confirmation pages. - Operating hours and notification email address. ## Step-by-step setup Setup begins by adding the site in the panel; the tag, catalogue, and knowledge base steps are described below in order. - **Add the site:** In the Panel under Management → Sites screen, enter the site name and your domains. The tag only works on these domains. - **Paste the tag:** Add the provided two-line tag once to your site's common template, usually at the end of the page. - **Import the catalogue:** Upload your CSV or XML file in the Catalogue screen; fields map automatically. - **Fill the knowledge base:** Enter your shipping, return, and promotion rules as Q&A or policy items. - **Define actions:** Define tasks such as adding to cart on your page. - **Test in hidden mode:** Add hidden mode to the tag; only you can see the bubble when opening the test address. Remove hidden mode when ready. ``` ``` Adresteki kurumunuza özeldir. Etiketin tamamı panelde Siteler ekranında hazır verilir; oradan kopyalayın. The first line sets up a small tail so your page can define actions before the tag loads; the second line loads the script. Each site in the Sites screen has its domains and script tag. ## Is site speed affected? The script loads asynchronously and does not block page rendering. Only a small bubble is drawn while the page loads; the chat window itself loads when the visitor hovers over or clicks the bubble. Since conversations are stored on the server, the window opens with the same conversation when the visitor changes pages. ## Window view The window can open in the bottom-right, bottom-left, side panel, or full-screen; you choose the default. On mobile devices, the window always opens in full-screen. The representative’s name, tone, greeting message, and quick options are set from the Settings screen. Bottom-right view Greeting and quick options ## Large catalog, store database The catalog is not sent to AI in bulk; each query searches your catalog and uses only a few relevant products. If prices and stock change constantly, instead of importing the catalog via file, a read-only connection can be established to your store database; our setup team will configure this connection with you. MySQL/MariaDB, PostgreSQL, and SQL Server are supported. ## How SmartOperator solves this SmartOperator is installed with a two-line tag added once to the shared template; the catalog is transferred via CSV/XML feed or a read-only connection to the store database. - **Two-line tag:** Added once to the shared template; works on registered domains. - **Catalog transfer:** Via CSV/XML feed or read-only connection to the store database. - **Hidden trial:** Test on the live site without customers seeing it. - **Preserves site speed:** Script loads asynchronously; the window loads when the balloon is hovered. [Setup](/en/smartoperator/kurulum.html)[Add your site](/en/smartoperator/belgeler/baslarken/site-eklemek.html)[Test in incognito mode](/en/smartoperator/belgeler/baslarken/gizli-modda-denemek.html) ## Frequently asked questions Which e-commerce platforms does it work with? It works on any site where the script tag can be added, regardless of the underlying platform. Actions such as 'Add to cart' are handled by the site's own defined events. Does installation slow down my site? The script loads asynchronously and does not block page rendering. While the page loads, only a small balloon is displayed; the window loads when the visitor hovers over the balloon. Can I try it before my customers see it? Yes. When hidden mode is enabled, only the person opening the test URL sees the balloon; you can test the representative on your live site with real pages. ## Let us guide you through installation Our team works with you on the tag, catalog transfer, and site actions. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Installation](/en/smartoperator/kurulum.html) ## Related articles - [Site actions ### Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. 4 min read](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) - [Artificial intelligence ### Does the AI assistant provide incorrect information? Incorrect information arises when the AI assistant states something without a source. Linking responses to the catalog and knowledge base mitigates this risk. 5 min read](/en/smartoperator/blog/yapay-zeka-asistani-yanlis-bilgi-verir-mi.html) - [Live support ### How does handover from chat to a live agent work? A good chat assistant does not try to resolve every query itself; it hands over the conversation to your team at the right moment. We explain how handover works step by step. 5 min read](/en/smartoperator/blog/sohbetten-canli-temsilciye-devretme.html) # SmartOperator Blog: Articles, Announcements, and Tips > SmartOperator blog: topics encountered in enterprise use, application examples, and product updates; 5 articles. Source page: https://dblinx.net/en/smartoperator/blog/ --- # Blog Articles on AI assistants, live support, site actions, security, and installation for websites. - [Setup ## AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. 4 min read](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) - [Site actions ## Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. 4 min read](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) - [Live support ## How does handover from chat to a live agent work? A good chat assistant does not try to resolve every query itself; it hands over the conversation to your team at the right moment. We explain how handover works step by step. 5 min read](/en/smartoperator/blog/sohbetten-canli-temsilciye-devretme.html) - [Security ## Protecting the chat bot from spam and bot traffic An open chat window is a target for automated traffic and misuse. It is protected by message limits, robot verification, and blocking. 4 min read](/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak.html) - [Artificial intelligence ## Does the AI assistant provide incorrect information? Incorrect information arises when the AI assistant states something without a source. Linking responses to the catalog and knowledge base mitigates this risk. 5 min read](/en/smartoperator/blog/yapay-zeka-asistani-yanlis-bilgi-verir-mi.html) ## Live support - [Live support ### How does handover from chat to a live agent work? A good chat assistant does not try to resolve every query itself; it hands over the conversation to your team at the right moment. We explain how handover works step by step. 5 min read](/en/smartoperator/blog/sohbetten-canli-temsilciye-devretme.html) ## Handover - [Live support ### How does handover from chat to a live agent work? A good chat assistant does not try to resolve every query itself; it hands over the conversation to your team at the right moment. We explain how handover works step by step. 5 min read](/en/smartoperator/blog/sohbetten-canli-temsilciye-devretme.html) ## E-commerce - [Setup ### AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. 4 min read](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) - [Site actions ### Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. 4 min read](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) ## Teamwork - [Live support ### How does handover from chat to a live agent work? A good chat assistant does not try to resolve every query itself; it hands over the conversation to your team at the right moment. We explain how handover works step by step. 5 min read](/en/smartoperator/blog/sohbetten-canli-temsilciye-devretme.html) ## Developer - [Site actions ### Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. 4 min read](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) ## Trust - [Artificial intelligence ### Does the AI assistant provide incorrect information? Incorrect information arises when the AI assistant states something without a source. Linking responses to the catalog and knowledge base mitigates this risk. 5 min read](/en/smartoperator/blog/yapay-zeka-asistani-yanlis-bilgi-verir-mi.html) ## Security - [Security ### Protecting the chat bot from spam and bot traffic An open chat window is a target for automated traffic and misuse. It is protected by message limits, robot verification, and blocking. 4 min read](/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak.html) ## Misuse - [Security ### Protecting the chat bot from spam and bot traffic An open chat window is a target for automated traffic and misuse. It is protected by message limits, robot verification, and blocking. 4 min read](/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak.html) ## Setup - [Setup ### AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. 4 min read](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) ## Site actions - [Site actions ### Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. 4 min read](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) ## Product catalogue - [Setup ### AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. 4 min read](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) - [Artificial intelligence ### Does the AI assistant provide incorrect information? Incorrect information arises when the AI assistant states something without a source. Linking responses to the catalog and knowledge base mitigates this risk. 5 min read](/en/smartoperator/blog/yapay-zeka-asistani-yanlis-bilgi-verir-mi.html) ## Artificial intelligence - [Security ### Protecting the chat bot from spam and bot traffic An open chat window is a target for automated traffic and misuse. It is protected by message limits, robot verification, and blocking. 4 min read](/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak.html) - [Artificial intelligence ### Does the AI assistant provide incorrect information? Incorrect information arises when the AI assistant states something without a source. Linking responses to the catalog and knowledge base mitigates this risk. 5 min read](/en/smartoperator/blog/yapay-zeka-asistani-yanlis-bilgi-verir-mi.html) # Protecting the chat bot from spam and bot traffic > How is the AI chat window on your site protected against spam, automated browsers, and misuse? Message limits, robot verification, and blocking. Source page: https://dblinx.net/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak --- Security # Protecting the chat bot from spam and bot traffic An open chat window is a target for automated traffic and misuse. It is protected by message limits, robot verification, and blocking. SmartOperator team4 min readPublished: 17.10.2026 - [Security](/en/smartoperator/blog/#etiket-guvenlik) - [Misuse](/en/smartoperator/blog/#etiket-kotuye-kullanim) - [Artificial intelligence](/en/smartoperator/blog/#etiket-yapay-zeka) The chat window added to your site is open to everyone. This means that not only real visitors but also automated browsers, spammers and those trying to misuse the assistant can access the window. Since every message in an AI-powered assistant incurs a usage cost, protection is not just a security matter but also a budget one. ## How does the chat bot protect against spam and bot traffic? Protection works in layers. Per-connection minute and daily message limits, along with message length limits, cut off automated traffic. Suspicious visitors undergo robot verification before typing. Out-of-topic and manipulation attempts are not sent to the model; firm and per-visitor AI limits protect the budget, and annoying visitors are blocked from the panel. ## What visitor data does the chat window see? The representative sees what the visitor types in the chat and the visible text of the page they are on; they do not see values entered into form fields. On payment pages, the page is not read at all and no actions are triggered. You can hide sections you do not want read using the hidden marker. You choose how long conversations are stored; expired conversations are automatically deleted daily. ## Typical threats to the chat window Threats to the chat window are grouped into four categories: automated traffic, out-of-topic use, manipulation and harassment. - **Automated traffic:** Bots sending rapid messages to the window. - **Out-of-topic use:** Using the assistant for homework or general chat. - **Manipulation:** Messages attempting to make the assistant forget its rules. - **Harassment:** Visitors who occupy and annoy your team. ## Layered protection A single measure is not enough; in SmartOperator, protection works in layers: | Layer | What does it do? | Message limits | 30 messages per connection per minute, 800 per day; opening many new connections from the same IP within an hour is considered suspicious. | Message length | A message is limited to a maximum of 1000 characters. | Robot verification | Suspicious visitors undergo robot verification before typing; verification is valid for 24 hours. | Per-visitor AI limit | The amount of AI a visitor can use in the last 24 hours is limited; once exceeded, AI closes for that visitor, and a representative or contact form takes over. | Out-of-topic and manipulation | Recognised out-of-topic and manipulation attempts are not sent to the model; three attempts within an hour result in AI being closed for that visitor for one hour. | Repeated question | If the same message arrives shortly after, AI is not used again. | Blocking | The representative can block the visitor, optionally including their IP address. | Abnormal usage warning | If daily usage significantly exceeds the average of the last 7 days, a warning is sent to the administrator. Robot verification is performed via the DBLinx Security protection layer, which protects the DBLinx product family; most real visitors do not even notice the verification. ## Step by step: configuring protection To configure protection, first set the limits, then monitor the report and block annoying visitors if necessary. - **Review limits:** In Settings → Limits, set daily and weekly AI limits and the per-visitor limit. - **Monitor the report:** Track the most active visitors and abnormal usage in the Report screen. - **Block if necessary:** Block annoying visitors from the conversation screen. - **Mark sensitive areas:** Hide page sections you do not want read using the hidden marker. AI usage limits are configured in the panel and visible in real time. ## Visitor data must also be protected Another side of abuse protection is visitor privacy. The representative sees what the visitor types in the chat and the visible text of the page; they do not see values entered into form fields. On payment pages, the page is not read. You choose how long conversations are stored; expired conversations are automatically deleted daily. - Daily and per-visitor AI limits are defined. - Notification email address is set; rollover and return requests reach you. - Your team knows how to block visitors. - Retention period is configured according to your organisation's policy. ## How SmartOperator solves this SmartOperator abuse is restricted by message limits, robot verification, AI usage limits and visitor blocking. - **Message limits:** Per-connection minute and daily message limits, message length limit. - **Robot verification:** Suspicious visitors undergo robot verification before typing. - **AI limits:** Firm and per-visitor usage limits; out-of-topic attempts are not sent to the model. - **Blocking:** The representative blocks the visitor and, optionally, their IP address. [Security and KVKK](/en/smartoperator/guvenlik.html)[Block visitor](/en/smartoperator/belgeler/temsilci/ziyaretciyi-engellemek.html)[Token limits](/en/smartoperator/belgeler/yonetici/token-limitleri.html) ## Frequently asked questions Is robot verification shown to every visitor? No. Robot verification is only shown to suspicious visitors before they type; verification is valid for 24 hours. Most real visitors do not notice it. Can a visitor consume all my AI allowance? There is a per-visitor AI limit for the last 24 hours; once exceeded, AI stops responding for that visitor and an agent or contact form takes over. How do I block a disruptive visitor? You can block a visitor from the chat screen; you may also block their IP address. Messages from blocked visitors are not accepted. ## Ask security questions Write for organisation-specific questions about misuse, retention periods or database connections. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Security](/en/smartoperator/guvenlik.html) ## Related articles - [Artificial intelligence ### Does the AI assistant provide incorrect information? Incorrect information arises when the AI assistant states something without a source. Linking responses to the catalog and knowledge base mitigates this risk. 5 min read](/en/smartoperator/blog/yapay-zeka-asistani-yanlis-bilgi-verir-mi.html) - [Setup ### AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. 4 min read](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) - [Site actions ### Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. 4 min read](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) # How does handover from chat to a live agent work? > Handover from AI assistant to live agent: when to hand over, what the visitor sees at handover, and what happens when no one is available. Step by step. Source page: https://dblinx.net/en/smartoperator/blog/sohbetten-canli-temsilciye-devretme --- Live support # How does handover from chat to a live agent work? A good chat assistant does not try to resolve every query itself; it hands over the conversation to your team at the right moment. We explain how handover works step by step. SmartOperator team5 min readPublished: 17.10.2026 - [Live support](/en/smartoperator/blog/#etiket-canli-destek) - [Handover](/en/smartoperator/blog/#etiket-devir) - [Teamwork](/en/smartoperator/blog/#etiket-ekip-calismasi) The AI assistant answers questions within seconds; but some conversations require a human: complaints, special price requests, complex orders or questions not covered by the assistant’s knowledge base. At these moments, how smoothly the conversation passes to your team determines the visitor’s experience. ## When does the AI assistant hand over the conversation to a live agent? The company sets the handover rule: never hand over, always hand over, or hand over when unsure. Handover is appropriate when the visitor wants to speak with an authorised person, when the answer is not in the knowledge base or catalogue, or when the visitor gives a satisfaction score of 3 or below, which automatically triggers a handover request. ## What does the visitor see upon handover? The agent clicks Handover or starts typing directly; the AI goes silent and any generated response is not sent. A note appears in the visitor’s window indicating the agent has joined the chat, and while the agent types, “Customer representative is typing…” is displayed. Once finished, clicking Return to Assistant resumes the AI conversation, and a note informs the visitor of this. ## When should it be handed over? There are three typical situations for handover: - **The visitor requests it:** Delaying a visitor who says “I want to speak with an authorised person” damages trust. - **No source available:** If the answer is not in the knowledge base or catalogue, handover is preferable to guessing. - **Dissatisfaction:** Low scores or complaints indicate that a human should join the conversation. In SmartOperator, the company sets the handover rule: agents never hand over, always hand over, or hand over when unsure. Satisfaction scores of 3 or below also trigger automatic handover requests. ## What happens at the moment of handover? When a handover request arrives, the panel sends a notification; once the agent takes over, a note is shown to the visitor and the AI goes silent. - **Notification:** When a handover request arrives, the panel sends sound and desktop notifications; the number of pending items appears in the tab title. - **Take over:** The agent clicks the Take Over button on the conversation header or starts typing directly; typing automatically takes over the conversation. - **Note to visitor:** A note appears in the window stating “Our customer representative has joined the chat”; the surname is not displayed. - **AI goes silent:** If an AI response is being generated during handover, it is not sent. - **Return:** Once the task is complete, clicking Return to Assistant resumes the AI conversation; a note informs the visitor of this. The agent can see the full conversation history, the page the visitor is on, and the responses provided by the AI. ## Tools assisting agents The taking-over agent does not start from scratch. Conversation history, the page the visitor is on, and previous conversations (last 10 conversations in the visitor card) are all visible on the same screen. While typing: - **Response draft:** The AI prepares a draft by reviewing the conversation, knowledge base and catalogue; the draft does not go to the visitor but appears in the typing box. It is guided not to write information without a source and marks areas to be verified. - **Quick replies:** Selected with / in the message box; if the visitor’s real name is known, it is included in the reply. - **Note:** A note is left for the team member; it does not go to the visitor or AI. While the agent is typing, the visitor sees "Customer representative is typing…" in the window. ## If no one is available Transfer requests should not be lost outside working hours or when all agents are busy. In SmartOperator, if no agent is available, the assistant shows a contact form to the visitor; name, phone or email and notes appear on the Dashboard's Returns screen. If you have defined a notification email address, you also receive an email. If you have entered your working hours, the visitor is told when they will be called back. Return requests are tracked as New, Called and Completed. ## As the team grows: assignment and capacity In teams with multiple agents, chats can be manually assigned to team members. If automatic assignment is enabled, the chat transferred by the assistant goes to the online agent with the fewest chats who has not reached their limit. A limit can be set on the number of chats each agent can handle simultaneously; agents in the "Busy" status do not participate in automatic assignment. - Define your transfer rule: never, always, or if unsure. - Enter your working hours and notification email address. - Add frequently written answers as quick replies. - If the team consists of multiple people, set the per-agent chat limit and automatic assignment. ## How SmartOperator solves this In SmartOperator, your team takes over the conversation with a single click and the AI falls silent; if no one is available, the visitor's contact details fall onto the dashboard. - **One-click takeover:** Upon takeover, the AI falls silent, and a note indicating the agent has joined is shown to the visitor. - **Answer draft and quick replies:** The agent edits the draft and sends it themselves. - **Return request:** If no one is available, the visitor's contact details fall onto the dashboard. - **Assignment and capacity:** Manual or automatic assignment, per-agent chat limit. [Live support](/en/smartoperator/canli-destek.html)[Takeover and return](/en/smartoperator/belgeler/temsilci/devralmak-ve-geri-vermek.html)[Return requests](/en/smartoperator/belgeler/temsilci/geri-donus-taleplerini-islemek.html) ## Frequently asked questions What does the visitor see upon handover? A note appears in the window stating that the agent has joined the chat; while the agent is typing, "Customer representative is typing…" is displayed. Agent messages are shown in the window with a separate label. What happens to transfer requests outside working hours? If no agent is available, the assistant shows a contact form; the request falls onto the Returns screen. If you have defined a notification email address, you also receive an email. Can I return the conversation to the AI? Yes. With "Return to Assistant", the AI continues the conversation from where it left off; a note telling the visitor this is shown. ## Let's configure according to your team's workflow Enter how many agents will work and your transfer rules; let's complete the setup together. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Live support](/en/smartoperator/canli-destek.html) ## Related articles - [Setup ### AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. 4 min read](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) - [Site actions ### Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. 4 min read](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) - [Security ### Protecting the chat bot from spam and bot traffic An open chat window is a target for automated traffic and misuse. It is protected by message limits, robot verification, and blocking. 4 min read](/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak.html) # Site actions: add to cart from chat and navigate to page > How the chat assistant adds products to the cart and takes visitors to the right page: defining site actions, confirmation rules and security, step by step. Source page: https://dblinx.net/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme --- Site actions # Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. SmartOperator team4 min readPublished: 17.10.2026 - [Site actions](/en/smartoperator/blog/#etiket-site-eylemleri) - [E-commerce](/en/smartoperator/blog/#etiket-e-ticaret) - [Developer](/en/smartoperator/blog/#etiket-gelistirici) A classic chat tool answers questions but does not take the visitor to the product page, cart or appointment form; after receiving the answer, the visitor has to find the way themselves. Site actions fill this gap: the assistant performs tasks defined by your site within the conversation. ## How does the chat assistant add a product to the cart? Adding to the cart is your site's own action: it is defined on your page with its name, description, parameters and confirmation rule. The assistant only runs defined actions; parameters are validated according to definition. On important steps like placing an order, a Confirm button appears in the chat and the action does not run without visitor confirmation. The action runs in the visitor's browser, with their own session. ## Are site actions secure? Actions run in the visitor's browser and with the visitor's own session; your site's admin password or server access is not provided. If an action not in the list is suggested, it is discarded. Redirection is only done within the same site and after asking the visitor. The payment page is the agent's final stop: the page is not read and no actions run there. ## Three actions ready on every site Go to page, show section and search on page actions come ready on every site; you do not need to define them. - **Go to page:** Takes the visitor to the relevant page on the same site. Before redirecting, the assistant must ask "Shall I direct you to the relevant page?"; redirection to another domain is not performed. - **Show section:** Scrolls the page to the relevant section and highlights the section with a frame for a few seconds. - **Search on page:** Finds and marks the searched term on the current page. ## Your site's own actions Tasks such as adding to cart, selecting size, applying coupon or booking an appointment are specific to the site. These are defined on your page with their name, description, parameters and confirmation rule. The assistant can only run defined actions; if it suggests an action not in the list, the suggestion is discarded. ``` ``` ## Step-by-step: add to cart action The add-to-cart action is selected, defined in your site's common template, and a confirmation rule is added for important tasks. - **Select the action:** Specify the task you want the assistant to perform; in e-commerce, adding to cart and navigating to the page are most common. - **Define:** Define the action in your site's common template, after the tag, as shown above. Parameters are validated according to definition. - **Add a confirmation rule:** For important tasks like placing an order or submitting a form, write onayGerekir: true; a Confirm button appears in the chat and the action does not run without visitor confirmation. - **Try it:** Test your live site in incognito mode without customers seeing. Actions defined for the site and their parameters are visible on the dashboard. ## Security: who has permission to execute actions? Site actions run in the visitor’s browser using their own session. Your admin password or server access is not granted to SmartOperator. The payment page is the representative’s final stop: the assistant prepares the cart and redirects the visitor to the payment page; the page content is not read and no actions run there. ## Your representatives also use the same actions A representative taking over a conversation can trigger the same actions from the action panel on the right side of the dashboard on the visitor’s page: adding a product to the cart or navigating the visitor to a specific page. This way, AI and the team work with the same tools. - List which tasks will become actions (add to cart, appointment form, coupon). - Set confirmation rules for important tasks. - Add your payment page URLs to settings or mark the page with code. - Test actions in incognito mode. ## How SmartOperator solves this SmartOperator comes with three actions ready for every site; tasks like adding to the cart are defined on your page and require visitor confirmation at key steps. - **Ready actions:** Go to page, show section and search on page appear on every site. - **Site actions:** Tasks such as add to basket and appointment form are defined on your page; only defined ones work. - **Confirmation rule:** Actions do not execute without visitor confirmation at important steps. - **Payment page:** The representative does not read or execute actions on the payment page. [Site actions](/en/smartoperator/site-eylemleri.html)[Define site action](/en/smartoperator/belgeler/gelistirici/site-eylemi-tanimlamak.html)[Marking the payment page](/en/smartoperator/belgeler/gelistirici/odeme-sayfasini-isaretlemek.html) ## Frequently asked questions Can the assistant place an order on behalf of the visitor? Important actions like orders are defined to require confirmation; a Confirm button appears in the chat and does not execute without visitor confirmation. No actions execute on the payment page. Can the assistant take the visitor to another site? No. Redirects are performed only within the same site, and the assistant asks the visitor before redirecting. Do actions require server access? No. Actions run in the visitor's browser with their own session; no administrator password or server access is provided. ## Let's define your actions together Let's plan which actions to define during the setup meeting based on your infrastructure. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Site actions](/en/smartoperator/site-eylemleri.html) ## Related articles - [Setup ### AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. 4 min read](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) - [Live support ### How does handover from chat to a live agent work? A good chat assistant does not try to resolve every query itself; it hands over the conversation to your team at the right moment. We explain how handover works step by step. 5 min read](/en/smartoperator/blog/sohbetten-canli-temsilciye-devretme.html) - [Security ### Protecting the chat bot from spam and bot traffic An open chat window is a target for automated traffic and misuse. It is protected by message limits, robot verification, and blocking. 4 min read](/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak.html) # Does an AI assistant give wrong information? | SmartOperator > Why AI assistants give wrong information and how answers grounded in the product catalog and knowledge base reduce that risk. Checklist and example. Source page: https://dblinx.net/en/smartoperator/blog/yapay-zeka-asistani-yanlis-bilgi-verir-mi --- Artificial intelligence # Does the AI assistant provide incorrect information? Incorrect information arises when the AI assistant states something without a source. Linking responses to the catalog and knowledge base mitigates this risk. SmartOperator team5 min readPublished: 17.10.2026 - [Artificial intelligence](/en/smartoperator/blog/#etiket-yapay-zeka) - [Product catalogue](/en/smartoperator/blog/#etiket-urun-katalogu) - [Security](/en/smartoperator/blog/#etiket-guven) The first question for every company considering adding an AI assistant to its site is the same: **what happens if the assistant states an incorrect price or a non-existent feature?** This concern is not unfounded. A general-purpose language model tends to complete missing information with plausible sentences. In this article, we explain where incorrect information comes from, how it is prevented, and what you should look for when choosing an assistant. ## How to prevent the AI assistant from giving incorrect information? For product questions, the assistant searches your catalogue first and answers only with found products; the name, price and visual in the product card come directly from your data, not from the model's text. Before the answer reaches the visitor, it is checked for concrete claims not present in the sources; if found, the answer is rewritten once. The trail of every answer is visible in the dashboard. ## What does the assistant do when it doesn't know the answer? Instead of guessing, it suggests handing over the conversation to your team or asking for the visitor's contact details for questions not corresponding to the knowledge bank or catalogue. From the trail under the answer in the dashboard, you can see which source was consulted, and you can add missing information to the knowledge bank as an item; the new item is used from the next answer onwards. ## Where does incorrect information come from? Incorrect answers from assistants usually come from three sources: - **Lack of source:** When the answer to the question is not provided to the model, it guesses from its general knowledge. It answers "Is this product guaranteed for 2 years?" without knowing your site's policy. - **Old data:** Prices and stock change daily. A product list uploaded once during setup and not updated produces an answer that looks correct but is now invalid. - **Written number:** If the price, stock or delivery time appears in the text written by the model itself, there is always a chance of a number being transmitted incorrectly. Therefore, the question to ask is not "how smart is the model?", but **"what does the model base its answer on and can I see this?"** ## What does catalogue-dependent answer mean? A catalogue-dependent assistant searches your product list first for product questions and answers only with found products. The catalogue is not given wholesale to the AI; only a few relevant products are retrieved per question. This keeps the answer up-to-date even on sites with hundreds of thousands of products. The second important point is the product card. In SmartOperator, the product name, price, visual and link in the cards appearing under the answer do not come from the text written by the AI, but directly from your catalogue or store database. The model marks a product only with a source tag; the content of the card is populated from your server data. The catalogue is listed in the dashboard by product code; during transfer, products are updated by code. ## Verification before sending the answer Linking to the source alone is not enough; it is necessary to ensure the model does not add a sentence not present in the source. In SmartOperator, a long answer passes through separate verification before reaching the visitor: it checks whether the answer contains concrete claims (price, number, date, duration, guarantee, promise) not found in the sources. If such a claim is found, the model rewrites the answer once, instructed to remove what is not in the source and state that it does not know. It is also clear what the assistant should do in situations it does not know: instead of guessing, it should suggest handing over the conversation to your team or asking for the visitor's contact details. ## View the trail of every answer Visibility is the final step of security. Under each answer in the dashboard, the "How did it answer?" section opens: the visitor's intent, selected knowledge items, called tools (e.g., catalogue search) and sources the answer is based on are listed in order. This trail is visible only in the dashboard, not sent to the visitor. AI trail: which item was consulted and which product was searched is visible step-by-step. ## Checklist: when choosing an assistant When choosing an assistant, ask what source the answers are based on, where the price comes from, and what the assistant does when it doesn't know. - Are answers to product questions based on searches made in your catalogue? - Does the price in the product card come from your data or from the text written by the model? - How is the catalogue updated: file transfer or database connection? - What does the assistant do when it doesn't know: guess or hand over? - Can you see in the dashboard which source each answer is based on? ## How SmartOperator solves this SmartOperator answers product questions by searching your catalogue or store database; details such as name, price, and images come directly from your data. - **Search linked to catalogue:** In response to product queries, it searches your catalogue or store database and answers only with found products. - **Product card from data:** The name, price, image, and link on cards come directly from your data. - **Pre-send audit:** Responses containing concrete claims not present in the source are rewritten once. - **AI trace:** The source each response is based on is visible on the dashboard. [Product catalogue](/en/smartoperator/urun-katalogu.html)[Artificial intelligence](/en/smartoperator/yapay-zeka.html)[Read AI trace](/en/smartoperator/belgeler/temsilci/yapay-zeka-izini-okumak.html) ## Frequently asked questions Does the AI assistant write the product price itself? No. The price, name, image, and link on the product card come directly from your catalogue or store database; the model only selects which product to display. What happens if a product not in the catalogue is asked about? The assistant answers only with found products. If there is no match, instead of guessing, it suggests handing the conversation over to your team or collecting contact information. How can I see what the assistant bases its answers on? On the dashboard, under each response, the AI trace lists intent, selected information items, called tools, and sources relied upon. The trace is not sent to the visitor. ## Let’s set up a catalogue-linked representative Enter your product count and infrastructure; let’s determine together how the catalogue will be imported. [Request a quote](https://dblinx.net/en/teklif-iste?urun=smartoperator)[Product catalogue](/en/smartoperator/urun-katalogu.html) ## Related articles - [Setup ### AI sales assistant setup for e-commerce sites: 2 lines of code Adding an AI sales assistant to your e-commerce site starts with a two-line tag. We explain all steps from the tag to going live. 4 min read](/en/smartoperator/blog/e-ticaret-sitesine-yapay-zeka-satis-asistani-kurulumu.html) - [Security ### Protecting the chat bot from spam and bot traffic An open chat window is a target for automated traffic and misuse. It is protected by message limits, robot verification, and blocking. 4 min read](/en/smartoperator/blog/sohbet-botunu-spam-ve-bot-trafiginden-korumak.html) - [Site actions ### Site actions: adding to cart from chat and redirecting to pages The difference between an assistant answering queries and an assistant working with users lies in site actions: adding to cart from chat, navigating to pages, and booking appointments. 4 min read](/en/smartoperator/blog/sohbetten-sepete-ekleme-ve-yonlendirme.html) # SmartOperator Guides: Step-by-Step Usage and Recommendations > SmartOperator guides: step-by-step answers to frequently asked questions in corporate use across 6 guides, along with implementation recommendations. Source page: https://dblinx.net/en/smartoperator/rehberler/ --- # Guides Step-by-step guides on sales, customer service, and AI customer agents on websites. - [Artificial intelligence ## What is an AI customer agent, and how to choose one? An AI that truly works like a customer agent on a website; it understands the question, finds the answer from your knowledge, and performs actions on the site when needed. This guide explains the difference and what to look for when choosing. 6 min read](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) - [Setup ## How to add live support to a website? 7 steps Adding live support starts with a script tag, but the real work comes after: who will respond, with what information, and during which hours? This guide walks through the seven steps in order. 5 min read](/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek.html) - [Sales ## Selling vehicle-compatible parts on a spare parts site Compatibility uncertainty is the biggest obstacle to sales in spare parts. This guide explains how to clarify the vehicle, why searches must be exact matches, and where compatibility data should reside. 5 min read](/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis.html) - [Sales ## Converting asking visitors into sales A visitor asking a question is the closest to purchasing. This guide explains how to read the visitor's stage from their question, clarify their need, showcase the product within the conversation, and add it to the basket. 4 min read](/en/smartoperator/rehberler/soru-soran-ziyaretciyi-satisa-cevirmek.html) - [Healthcare ## How to set up an online appointment assistant in a clinic? Most clinic phone calls are for appointments and general inquiries. This guide explains what the online appointment assistant should do, what it shouldn't do, and what information needs to be prepared before setup. 4 min read](/en/smartoperator/rehberler/klinikte-online-randevu-asistani.html) - [Customer Service ## How to handle customer queries outside working hours? A significant portion of visitors arrive when the team is offline. This guide explains how to answer out-of-hours queries with written information, convert remaining items into follow-up requests for the team, and establish a morning processing routine. 4 min read](/en/smartoperator/rehberler/mesai-disi-musteri-sorulari.html) # How to set up an online appointment assistant in a clinic? > Online appointment assistant for clinic websites: appointment flow, minimal data principle, no diagnosis, emergency redirection, and off-hours routine. Source page: https://dblinx.net/en/smartoperator/rehberler/klinikte-online-randevu-asistani --- Healthcare # How to set up an online appointment assistant in a clinic? Most clinic phone calls are for appointments and general inquiries. This guide explains what the online appointment assistant should do, what it shouldn't do, and what information needs to be prepared before setup. 4 min readPublished: 02.10.2026 A significant portion of calls to a clinic are for appointments; the rest are questions about working hours, address, treatment options, and contracted institutions. Answering all these questions over the phone takes time away from the receptionist attending to patients during consultations. This guide explains how to set up an online appointment assistant on a clinic website and what to pay attention to. ## What should the online appointment assistant do? The online appointment assistant must understand the visitor's topic, ask for a suitable day and time, and book the appointment in the organisation's calendar with minimal information. - Understanding what the visitor wants to make an appointment about - Asking for a suitable day and time - Collecting the minimum information required for the appointment (name, phone) - Booking the appointment in the organisation's calendar - Answering general questions using the organisation's knowledge base - Redirecting to emergency services instead of booking an appointment when urgent symptoms are indicated ## Appointment details should be collected with minimal data The visitor does not need to describe their complaint in detail when making an appointment. The assistant should only request the information necessary to create the appointment; if the visitor shares excessive information, the assistant should not encourage this. Health data is classified as special category personal data under Article 6 of Law No. 6698 on the Protection of Personal Data. This guide provides general information and does not constitute legal advice. ## Avoiding diagnosis and recognising emergencies The most important limitation of the online assistant is that it must not provide a diagnosis. Instead of offering a medical explanation to a question like 'What causes this pain?', the assistant should recommend seeing a doctor and offer an appointment option. When urgent symptoms such as chest pain, shortness of breath, or loss of consciousness are described, the appointment process should stop, and the visitor should be immediately directed to call 112 or the nearest emergency service. ## Preparing information for general questions The quality of the assistant's answers is limited by the information provided to it. Before setup, it is recommended to prepare written versions of the following: - Treatments performed and which doctors work in which areas - Working hours and holidays - Address, transport, and parking - Partner organisations and payment options - Items to bring for the first examination - Rules for cancelling and changing appointments ## Out-of-hours and handover The assistant can receive appointment requests at any time of day. When a visitor wishes to speak with a human or asks a question the assistant cannot answer, the conversation should be handed over to the team; if no one is online, the visitor's contact details should be collected and passed to the team. Informing the visitor when they will be called back sets the right expectations. ## Example appointment conversation A visitor arrives at a dental clinic's website in the evening and writes: 'I would like to make an appointment for dental tartar cleaning.' The assistant asks which day and time range is suitable, collects the visitor's name and phone number, and books the appointment in the clinic's shared calendar. The assistant informs the visitor of the appointment details and what to bring for the first examination. At no point during the conversation is the visitor asked to describe their complaint in detail. ## How does the reception workload change? The online assistant does not eliminate the receptionist's role but changes its nature. Repeated questions received by phone decrease; the receptionist devotes more time to special cases transferred by the assistant and to patients in the consulting room. The first task of the morning becomes processing return request calls from the night. For this routine to work effectively, the reception team needs to access the dashboard, mark the status of requests, and take over conversations when necessary. ## Multiple branches In clinics with multiple branches, each branch has different working hours, addresses, and doctor rosters. When each branch is defined as a separate site, the assistant answers using each branch's specific information, and branch staff see only the conversations for their own branches. ## How SmartOperator solves this The SmartOperator clinic template comes with tasks for appointments, general information, and emergency redirection; appointments are booked into your organisation's DBLinx shared calendar. - **Clinic template:** tasks for appointments, general information, and emergency redirection come pre-configured. - **Shared calendar:** appointments are booked into your organisation's DBLinx shared calendar. - **Minimal data:** only the information required for the appointment is requested; no diagnosis is made. - **Return calls:** contact details are collected outside working hours, and a notification email is sent. [Health sector](/en/smartoperator/sektorler/saglik.html)[Security and KVKK](/en/smartoperator/guvenlik.html) ## Frequently asked questions How are appointment clashes prevented? Appointments are booked into the organisation's shared calendar; this is where your team monitors them. Does the assistant recommend treatment to patients? No. It does not diagnose or recommend treatment; it recommends seeing a doctor and booking an appointment. What happens to conversation records? You determine the retention period; expired conversations are automatically deleted. ## Set up an online appointment assistant for your clinic Provide your appointment schedule and working hours; let us set it up together. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other guides - [Artificial intelligence ### What is an AI customer agent, and how to choose one? An AI that truly works like a customer agent on a website; it understands the question, finds the answer from your knowledge, and performs actions on the site when needed. This guide explains the difference and what to look for when choosing. 6 min read](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) - [Setup ### How to add live support to a website? 7 steps Adding live support starts with a script tag, but the real work comes after: who will respond, with what information, and during which hours? This guide walks through the seven steps in order. 5 min read](/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek.html) - [Sales ### Selling vehicle-compatible parts on a spare parts site Compatibility uncertainty is the biggest obstacle to sales in spare parts. This guide explains how to clarify the vehicle, why searches must be exact matches, and where compatibility data should reside. 5 min read](/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis.html) # How to handle customer queries outside working hours? > Handling customer questions outside working hours: written answers, callback requests, working hours and a morning follow-up routine. Source page: https://dblinx.net/en/smartoperator/rehberler/mesai-disi-musteri-sorulari --- Customer service # How to handle customer queries outside working hours? A significant portion of visitors arrive when the team is offline. This guide explains how to answer out-of-hours queries with written information, convert remaining items into follow-up requests for the team, and establish a morning processing routine. 4 min readPublished: 02.10.2026 A significant portion of website visitors arrive in the evenings and on weekends, precisely when the team is offline. If a query made at these times remains unanswered until the next morning, the visitor often receives their answer from another site. This guide explains how to handle customer queries received outside working hours. ## Types of out-of-hours queries After-hours queries fall into two groups. The first covers questions with documented answers: delivery time, return policy, product features, and opening hours. These can be answered at any time without team involvement. The second group requires a team decision: special pricing, order changes, or complaints. For these, the visitor should be told when they will receive a response and their contact details collected. ## Answerable with written information The AI representative answers questions based on the knowledge base and catalogue without team involvement. Therefore, the first step of after-hours preparation is to document answers for frequently asked questions. Reviewing unanswered questions weekly and adding them to the knowledge base increases the proportion of queries that can be resolved autonomously. ## Remaining for the team: callback requests When a query requires a team response, an interaction form is shown to the visitor: name, phone number or email, and a short note. In SmartOperator, this form is triggered by the system rather than the AI; the information entered is not sent to the AI but is recorded directly in the callback requests list. The visitor is informed of your working hours so they know when to expect a call back. - Visitor asks a question requiring a team response. - If no online agent is available, the contact form opens. - Visitor leaves their details; working hours are displayed. - The request appears as "New" in the dashboard; if desired, a notification email is sent. - The team calls and marks the request as "Called" or "Completed". ## Defining working hours accurately Working hours are not just information listed in the site footer; they are part of the handover rule. When hours are defined, an offline agent does not attempt to connect the visitor to a human but instead states directly when they can be reached. It is essential to specify separately which days of the week you operate and during which hours each day. **Tip** Use a shared team address for notification emails rather than an individual’s; a request waiting in a colleague’s inbox while they are on leave may be overlooked. ## Morning priority: handling callbacks The effectiveness of after-hours handling depends on the rapid processing of the morning request list. New requests are filtered separately in the callback screen, phone and email clicks initiate calls, and notes can be added to each request. The relevant chat opens with one click; the team sees what the visitor asked and what the representative replied before calling. ## What should be said to the visitor? For a visitor arriving outside working hours, the most pressing question is when they will receive a reply. The statement “Our team will get back to you from 09:00 tomorrow” provides far more confidence than an ambiguous “as soon as possible”. When working hours are defined, this information is automatically communicated to the visitor. For a team that does not work on weekends, this message must say “Monday”; therefore, it is important to define days individually. ## Which questions is it safe to answer without the team? Every question answered by AI outside working hours must be based on a written response in the knowledge base. Fixed information such as shipping times, return conditions, and working hours can be answered confidently. Issues such as price negotiation, promising dates for out-of-stock products, or complaints should be left to the team. To clarify this distinction, handover rules and role definitions should be reviewed together. ## Measure Whether after-hours handling is effective is visible in the report: how many conversations opened at night were resolved solely by the assistant, how many turned into callback requests, and how many reached the payment page. How quickly callback requests are called also indicates the team’s morning routine. ## How SmartOperator solves this SmartOperator responds to written inquiries outside working hours; for remaining issues, it collects contact information from the team and sends an email to the team's address. - **Knowledge base:** answers available via written information at any time of day. - **Callback requests:** the communication form is opened by the system; information does not go to AI. - **Working hours:** informs the visitor when they can be reached outside working hours. - **Notification email:** email sent to the team's address upon new request. [Callback requests](/en/smartoperator/canli-destek.html#geri-donus)[Knowledge base](/en/smartoperator/yapay-zeka.html#bilgi) ## Frequently asked questions How much can AI answer outside working hours? Every question with a match in the knowledge base and catalogue is answered; others are recorded as callback requests. Does the callback form bother the visitor? The form opens only for issues that require team response and when no online representative is available. Who does the notification email come from? From DBLinx's notification address; if the visitor left an email, the reply address is the visitor's address. ## Let's create a site that answers even outside working hours Enter your working hours and most frequent questions; let's set it up together. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other guides - [Artificial intelligence ### What is an AI customer agent, and how to choose one? An AI that truly works like a customer agent on a website; it understands the question, finds the answer from your knowledge, and performs actions on the site when needed. This guide explains the difference and what to look for when choosing. 6 min read](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) - [Setup ### How to add live support to a website? 7 steps Adding live support starts with a script tag, but the real work comes after: who will respond, with what information, and during which hours? This guide walks through the seven steps in order. 5 min read](/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek.html) - [Sales ### Selling vehicle-compatible parts on a spare parts site Compatibility uncertainty is the biggest obstacle to sales in spare parts. This guide explains how to clarify the vehicle, why searches must be exact matches, and where compatibility data should reside. 5 min read](/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis.html) # Turning visitors with questions into sales | SmartOperator > Turning e-commerce visitors with questions into sales: read the question, clarify the need, show the product as a card, add it to the cart and measure. Source page: https://dblinx.net/en/smartoperator/rehberler/soru-soran-ziyaretciyi-satisa-cevirmek --- Sales # Converting asking visitors into sales A visitor asking a question is the closest to purchasing. This guide explains how to read the visitor's stage from their question, clarify their need, showcase the product within the conversation, and add it to the basket. 4 min readPublished: 02.10.2026 A visitor asking questions on an e-commerce site is much more valuable than one browsing without asking anything: they are genuinely interested in the product, and only one obstacle remains to purchase. If this obstacle is removed, the sale happens; if not, the visitor often never returns. This guide explains how to structure the conversation to convert questioning visitors into sales. ## What does the visitor's question indicate? The question asked by the visitor indicates which stage of the purchasing process they are in. A visitor asking “What does this product do?” is in the research stage; one asking “Will shipping arrive tomorrow?” is about to decide. Giving both the same answer means missing the opportunity. | Question type | Visitor's stage | Correct answer | "Which one suits me?" | Comparison | A question clarifying the need, followed by two or three products | "Will this fit my vehicle?" | Compatibility check | Clear yes/no and compatible product | "When will shipping arrive?" | Decision | Delivery information and suggestion to add to cart | "Can I return it?" | Risk assessment | Return condition, short and clear ## Clarify first, then suggest Sending a product list immediately to an unclear question leaves the visitor to choose on their own again. A good sales consultant asks one or two questions first: which vehicle, what size, what purpose? These questions should be short and presented as options where possible; expecting the visitor to write long sentences slows down the conversation. ## Show the product, do not send links The answer “You can check this page” takes the visitor out of the conversation. Instead, the product's name, price, and image should be shown within the conversation using a card; the visitor should be able to click the card to go to the product page if they wish. Prices on cards must come directly from your catalogue; a price written by AI shakes confidence at the slightest error. ## Take the next step Instead of explaining how to add a product to the basket when a visitor shows interest, suggesting it moves the sale forward. If your site has an add-to-basket action defined, the agent asks, "Shall I add it to your basket?" and adds it upon confirmation. Subsequently, information such as complementary products or free shipping thresholds can be provided. **Tip** Write the free shipping threshold in the knowledge base. An answer like "Free shipping on orders over €1,500; if you add a filter to your basket, you’ll exceed the limit" benefits the visitor and increases the basket value. ## Step back on the payment page Once the visitor reaches the payment page, the conversation’s purpose is fulfilled. At this stage, new suggestions, pop-ups, or questions disturb the visitor. SmartOperator reads no information and executes no actions on the payment page; the window waits in a "I’m here once you’ve finished paying" state. ## Measuring results Improvements cannot be made without knowing how many conversations convert into sales. The conversion funnel in SmartOperator’s reporting screen shows every stage: from opened conversations to those where messages were sent, those receiving AI answers, those redirected to a page, and those reaching the payment page; each figure is compared against the previous period. ## Response length Writing a long explanation to a visitor close to purchasing prolongs the decision moment. The answer to "Will the goods arrive tomorrow?" is a single sentence: orders placed before 15:00 are shipped same-day. Visitors seeking further detail will ask. Writing concise, single-topic entries in the knowledge base makes it easier for agents to provide short responses. ## Anticipating objections Every sector has a few typical objections that halt sales: price, delivery time, returns, warranty, compatibility. When answers to these objections are ready in the knowledge base, agents can deploy them at the right moment. For example, a visitor asking about price might be informed of a promotion, while one hesitant about returns might be told about the fourteen-day return right. The best way to list objections is to read through conversations from the first few weeks. ## The moment the team joins the sale Some conversations are the responsibility of your team, not the AI: bulk purchases, corporate invoicing, or special discounts. In these cases, the agent’s role is to connect the visitor to the team without delay. The transferring employee sees the entire conversation history and the pages the visitor has viewed, allowing them to continue without re-asking questions. If no one is online, the visitor’s contact details are collected and called the following morning. ## How SmartOperator solves this SmartOperator clarifies needs using optional questions, displays products via cards from your catalogue, and adds items to the basket with the visitor’s consent. - **Optional questions:** questions that clarify needs are answered with a single click. - **Product cards:** sourced from your price and visual catalogue. - **Add to basket:** with visitor consent, using your site’s action. - **Conversion funnel:** every stage from conversation to payment page is reported. [Site actions](/en/smartoperator/site-eylemleri.html)[Reports](/en/smartoperator/ozellikler.html#raporlar) ## Frequently asked questions Does the agent behave pushily towards the visitor? The agent’s tone is under your control. Suggestions are made only in response to visitor questions; on the payment page, the agent does nothing. Can promotions be suggested? When promotions are written into the knowledge base, the agent uses this information in relevant queries. Can I see which conversations converted to sales? The funnel on the reporting screen shows conversations that reached the payment page; conversations can be exported. ## Let’s turn your site’s queries into sales Enter your visitors’ most frequently asked questions; let’s design together how the agent should respond. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other guides - [Sales ### Selling vehicle-compatible parts on a spare parts site Compatibility uncertainty is the biggest obstacle to sales in spare parts. This guide explains how to clarify the vehicle, why searches must be exact matches, and where compatibility data should reside. 5 min read](/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis.html) - [Artificial intelligence ### What is an AI customer agent, and how to choose one? An AI that truly works like a customer agent on a website; it understands the question, finds the answer from your knowledge, and performs actions on the site when needed. This guide explains the difference and what to look for when choosing. 6 min read](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) - [Setup ### How to add live support to a website? 7 steps Adding live support starts with a script tag, but the real work comes after: who will respond, with what information, and during which hours? This guide walks through the seven steps in order. 5 min read](/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek.html) # How to add live chat to a website? | SmartOperator > Seven steps to take when adding live chat to your website: purpose, tag, window placement, knowledge base, catalogue, handover rule, and measurement. Source page: https://dblinx.net/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek --- Setup # How to add live support to a website? 7 steps Adding live support starts with a script tag, but the real work comes after: who will respond, with what information, and during which hours? This guide walks through the seven steps in order. 5 min readPublished: 02.10.2026 Adding live chat to a website is technically a matter of minutes: a script tag is added to the common page template, and a chat bubble appears in the corner. The real work begins thereafter: who will answer, at what times, with what information, and what happens if no answer is given? This guide outlines the steps to take in sequence when adding live support to your site. ## 1. Define the purpose Live support can be a sales channel or a support channel. On a spare parts site, the visitor’s question is usually “will this part fit my vehicle?”, whereas in a clinic it is “can I book an appointment?”. Defining the purpose from the outset shapes every setting, from the greeting message to handover rules. It is also good practice to read questions received in the first week and review this purpose. ## 2. Place the tag correctly The script tag must be present on all pages of the site; it is typically added once at the end of the common template. The async tag must be loaded so as not to block page rendering. In SmartOperator, only a small bubble is drawn while the page loads; the chat window loads when the visitor hovers over or clicks the bubble. The site key works only for your registered domains, ensuring your tag cannot be used on other sites. **Tip** Test before going live. In SmartOperator, adding data-gizli-mod="1" to the tag makes the bubble visible only to users with ?so_deneme=1 appended to the URL. ## 3. Decide where the window will open The bottom-right corner is the most common location but not the only option. If there is a cookie notice or another button in the bottom-right, the bottom-left may be more suitable. On sites where conversations tend to be long, a side panel allows the visitor to continue viewing the page while chatting. Opening the window in full-screen mode on mobile prevents the text area from becoming too narrow on small screens. ## 4. Write what the representative should know The quality of live support is limited by the information available to the person or AI responding. Delivery times, shipping costs, return and warranty conditions, working hours, and answers to frequently asked questions must be documented. In SmartOperator, these are entered into the knowledge base as FAQs or policy items; the AI bases its responses on them. ## 5. Showcase products Instead of simply providing a link to the product page for visitors asking about products, displaying the product directly is more effective. Your catalogue can be imported via CSV or XML feed; for large e-commerce sites, a read-only connection to the store database can be established. This ensures that price and stock information always comes from your data. ## 6. Define handover and out-of-hours rules Decide in advance which topics will be handed over to the team, the representative capacity, and what information should be collected outside of working hours. - Which topics should always be handed over to the team? (Bulk purchases, order changes, complaints.) - How many chats should a representative handle simultaneously? - Should handover requests be automatically assigned to the least loaded representative? - What information should be collected from the visitor and who should be notified when no one is online? ## 7. Measure and improve Reading conversations in the first few weeks reveals which questions went unanswered. The reports screen shows opened conversations, those passed to representatives, and those reaching the payment page; each metric is compared with the previous period. Every unanswered question represents a new item to add to the knowledge base. ## Welcome message and quick options The first message the visitor sees upon opening the window determines what they write next. Instead of a generic phrase like “How can I help you?”, a site-specific greeting is more effective: “Please enter your vehicle’s make, model, and year; let’s find the right part together.” Placing three or four most-asked topics as quick options below the greeting enables the visitor to start with a single click. In SmartOperator, the greeting message appears instantly without waiting for AI, and up to four quick options can be added. ## Team readiness When live support is activated, your team must also be ready. It should be decided in advance who will access the dashboard, which sites they are responsible for, how many chats a representative can handle simultaneously, and how to indicate unavailability. Saving frequently written replies as quick responses speeds up the team and ensures consistent answers to the same questions. Internal notes are the quickest way to leave context for a colleague taking over a conversation. ## Security and privacy Since the live support window operates on every page of your site, it is important to consider what data it accesses. Nothing should be read on payment pages, and values from form fields should not be readable on any page. A retention period for conversation records must be defined, and a link to the privacy policy must be provided in the window. These settings are part of the setup, not details added later. ## Common mistakes Common mistakes include adding the tag to only one page, forgetting to register one variant of the domain name, and leaving the knowledge base empty. - Adding the tag only to the homepage: the window disappears when the visitor navigates to a product page. - Forgetting to register either the www. or non-www. version of the domain name. - Leaving the knowledge base empty and expecting the representative to “know everything”. - Failing to define a communication channel for out-of-hours periods. - Ignoring conversations after the first week. ## How SmartOperator solves this SmartOperator is set up with a two-line async-loaded tag; four window views, hidden testing, handover, and reports are built into the product. - **Two-line code:** async-loaded tag, site key tied to the domain name. - **Four views:** bottom-right, bottom-left, side panel, full-screen; full-screen on mobile. - **Hidden testing:** the bubble appears only on the test URL. - **Handover and assignment:** representative capacity, automatic assignment, callback request. - **Reports:** funnel view and comparison with previous period. [Setup](/en/smartoperator/kurulum.html)[Live support](/en/smartoperator/canli-destek.html) ## Frequently asked questions Does live support slow down the site? If the tag is loaded asynchronously, it does not block page loading. In SmartOperator, the chat window does not load while the page opens; it loads when the visitor hovers over the bubble. Who responds when my team is unavailable? AI responds at any time of day; for topics belonging to the team, the visitor’s contact details are recorded. I have multiple sites; do I need separate setups for each? Each site gets its own tag, but all are managed from a single account. ## Let’s set up live support for your site together Enter your site address and your team’s working schedule; we’ll set it up together. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other guides - [Artificial intelligence ### What is an AI customer agent, and how to choose one? An AI that truly works like a customer agent on a website; it understands the question, finds the answer from your knowledge, and performs actions on the site when needed. This guide explains the difference and what to look for when choosing. 6 min read](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) - [Sales ### Selling vehicle-compatible parts on a spare parts site Compatibility uncertainty is the biggest obstacle to sales in spare parts. This guide explains how to clarify the vehicle, why searches must be exact matches, and where compatibility data should reside. 5 min read](/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis.html) - [Sales ### Converting asking visitors into sales A visitor asking a question is the closest to purchasing. This guide explains how to read the visitor's stage from their question, clarify their need, showcase the product within the conversation, and add it to the basket. 4 min read](/en/smartoperator/rehberler/soru-soran-ziyaretciyi-satisa-cevirmek.html) # What is an AI customer agent, and how to choose one? > How an AI customer service representative differs from a chatbot: response source, catalogue, site actions, payment page, and handover to human. Source page: https://dblinx.net/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir --- Artificial intelligence # What is an AI customer agent, and how to choose one? An AI that truly works like a customer agent on a website; it understands the question, finds the answer from your knowledge, and performs actions on the site when needed. This guide explains the difference and what to look for when choosing. 6 min readPublished: 02.10.2026 The term “AI customer service representative” has been used in recent years for very different products: chatbots selecting from pre-written responses, tools summarising FAQ pages, or language models answering customers’ questions in free-text format. This guide explains what an AI truly acting as a customer representative on a website must be able to do and what to look for during setup. ## Difference between chatbot and customer representative A classic chatbot follows a predefined flow: a visitor clicking the 'Where is my order?' button is given a link to the order tracking page. Any question that falls outside the flow either remains unanswered or ends with the phrase 'I am connecting you to an agent.' The problem with this approach is that the visitor must force their question into the template defined by the site. If it were a human customer representative, they would do three things simultaneously: understand the question, find the answer from the company's knowledge base, and perform an action if necessary (add the product to the cart, open an appointment, query the shipment). For an AI to be considered a 'customer representative', it must be able to do all three. A system that only talks but cannot act will ultimately redirect the visitor to a page or a phone number again. ## Where should the source of the answer be? The general knowledge of a language model does not know your shipping duration, return conditions, or promotions. An AI working as a customer representative should base its answers on the sources you provide. These sources generally fall into three categories: - **Knowledge base:** frequently asked questions and policy texts (delivery, returns, warranty, opening hours). - **Catalogue:** products, prices, stock, product pages; in large sites, directly the store database. - **Current page:** the page of the product or service the visitor is currently viewing. An answer with an unknown source is risky, no matter how fluent it is. Therefore, in a good system, the source on which each answer is based should be visible afterwards. ## The catalogue should not be fed wholesale to the model A catalogue with hundreds of thousands of products is not text that a language model can read in one go; even if it could, doing this for every question would be both slow and expensive. The correct approach is for the AI to first clarify what it is looking for, then search the catalogue, and write the answer using only the few products found. The price and image shown on product cards should also be values coming directly from the catalogue, not written by the AI; otherwise, there is a risk of stating incorrect prices. ## Ability to act but knowing its limits An AI acting on your site should only be able to perform actions you have permitted. To achieve this, the site defines possible actions (adding to cart, opening an appointment form, applying a coupon) with their names and parameters; the AI cannot go beyond these. Important steps such as placing an order or submitting a form should wait for the visitor's explicit consent. **Attention** Payment pages are a special domain. The AI's task should end with bringing the visitor to the payment page; no information should be read on the payment page and no actions should be executed there. ## When should it hand over to a human? Even the best AI agent shouldn't answer every question. Bulk purchase discounts, changing the order address, complaints, or uncertain technical queries are your team's responsibility. Handover has two conditions: your team must be able to pick up the conversation where it left off, and the AI must fall silent upon handover. If no one is online, the visitor's contact details should be collected and passed to the team. ## What to check during setup Check the source of answers, catalog import, what tasks the AI can perform, and the team's handover process. - Which sources do the answers rely on, and can you manage these sources? - How is the catalog imported; how is response speed maintained for large catalogs? - What tasks can the AI perform on your site, and how are these tasks restricted? - What is displayed on the payment page and in form fields? - How does your team monitor and take over conversations? - Can you see how each answer was generated? ## Job description: telling the agent what to do When hiring a human agent, you don't just give them the product catalogue; you also explain their role: which questions to answer, what information to collect, and when the task is considered complete. The same applies to an AI agent. In a clinic, the task is 'booking an appointment', with the condition being that the appointment is written into the calendar. On a spare parts site, the task is 'finding the compatible part', which requires clarifying the vehicle first. An AI without a defined task gives generic answers to every query; one with a defined task guides the conversation toward a result. Industry templates shorten the start by providing these tasks ready-made. A template is a starting point: you can change the questions, information to collect, and end conditions according to your own workflow. ## Tone and brand voice How the agent speaks is as important as what it says. If an e-commerce site's agent speaks formally while the site uses an informal tone, visitors will find it strange; conversely, a law firm's agent might seem untrustworthy if too informal. In a good system, tone is a setting applied consistently across all conversations. The greeting message is the first example of this tone: the first sentence the visitor sees when opening the window sets the tone of the conversation. ## Cost and control AI usage incurs a cost, which increases with the number of conversations. Therefore, usage must be visible and limitable: daily and weekly limits, amounts spendable per visitor, reusing previous answers for repeated queries. There should also be protection against out-of-topic messages or those attempting to steer the system; otherwise, a single malicious visitor could consume the entire monthly allowance. ## What to focus on in the first week? The first week of setup is when the agent meets real visitor questions. Reading conversations this week shows which questions went unanswered, which answers were too long, and which topics were handed over to the team. Every unanswered question is an item to add to the knowledge base; every unnecessary handover is a point to clarify in the job description. Regular maintenance over a few weeks significantly increases the percentage of questions the agent can answer. ## How SmartOperator solves this SmartOperator bases its answers on the knowledge base, catalogue, store database, and the page the visitor is on; the steps for each answer are visible in the dashboard. - **Sources:** knowledge base, catalogue, store database, and the page the visitor is on. - **Site actions:** actions defined by the site; important ones require visitor consent. - **Payment page rule:** no reading or action is performed on the payment page. - **Live handover:** your team takes over with a single click, and the AI falls silent. - **AI trace:** the steps for each answer are visible in the dashboard. [Artificial intelligence](/en/smartoperator/yapay-zeka.html)[Site actions](/en/smartoperator/site-eylemleri.html) ## Frequently asked questions Does the AI customer service agent replace the human agent? It reduces your team's workload by answering most repetitive questions; sales negotiations, complaints, and exceptional cases remain with your team. What can be done against the risk of incorrect answers? Answers relying on your sources, visibility of the trace for each answer, and handing over uncertain topics significantly reduce the risk. Is a software team required for setup? Basic setup is a script tag. Defining site-specific actions like 'Add to Cart' requires your site's developer or setup team. ## Let's plan the AI agent suitable for your site Write your site type and expectations from the agent; let's plan the setup together. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other guides - [Setup ### How to add live support to a website? 7 steps Adding live support starts with a script tag, but the real work comes after: who will respond, with what information, and during which hours? This guide walks through the seven steps in order. 5 min read](/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek.html) - [Sales ### Selling vehicle-compatible parts on a spare parts site Compatibility uncertainty is the biggest obstacle to sales in spare parts. This guide explains how to clarify the vehicle, why searches must be exact matches, and where compatibility data should reside. 5 min read](/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis.html) - [Sales ### Converting asking visitors into sales A visitor asking a question is the closest to purchasing. This guide explains how to read the visitor's stage from their question, clarify their need, showcase the product within the conversation, and add it to the basket. 4 min read](/en/smartoperator/rehberler/soru-soran-ziyaretciyi-satisa-cevirmek.html) # Selling vehicle-compatible parts on a spare parts site > Spare parts site vehicle-compatible sales: clarifying the vehicle, exact search by OEM code, compatibility table, complementary parts, and stock. Source page: https://dblinx.net/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis --- Sales # Selling vehicle-compatible parts on a spare parts site Compatibility uncertainty is the biggest obstacle to sales in spare parts. This guide explains how to clarify the vehicle, why searches must be exact matches, and where compatibility data should reside. 5 min readPublished: 02.10.2026 The most critical moment in spare parts sales is when the visitor thinks, 'Will this part fit my vehicle?'. Regardless of how competitive the price is, a visitor unsure of compatibility either calls or leaves the site. Selling the wrong part means returns, shipping costs, and customer dissatisfaction. This guide explains how to structure vehicle-compatible sales on a spare parts site. ## Information required to clarify the vehicle The same model name may be produced with different engine and chassis options in different years. To find the compatible part, the following information is usually required: - Brand and model (e.g., Fiat Egea, Renault Clio 5) - Model year - Engine (e.g., 1.3 Multijet, 1.0 TCe) - Body type (sedan, hatchback) if necessary - Chassis number in uncertain situations Once this information is clarified, it should not be asked again for the rest of the conversation. When the visitor asks for discs, then brake pads, then oil filters, the same vehicle information should be used. ## Part code and OEM number Experts and experienced customers search for parts by code. When an OEM number or stock code is entered on a site, an exact match should be searched; when the code matches, the list should not be filled with other similarly named products. Otherwise, a customer who entered the correct code would be offered the wrong part. ## Where should compatibility data reside? Compatibility information on most spare parts sites resides in one of two places: as text in product descriptions or in a matching table between vehicle and part in the database. The matching table is more reliable because information like 'Fiat Egea 2015-2023 1.3 Multijet' can be written differently in text, whereas in a table it is in a single format. For an AI agent to read this table directly is the most important factor determining the accuracy of the answer. | Approach | Advantage | Point to note | Compatibility in product descriptions | No extra table needed | Consistency must be ensured | Tool-part matching table | Uniform, queryable | Table must be kept up to date | Equivalent code table | Suggestion for parts not in stock | Equivalence information must be verified ## Reminding of complementary parts Customers replacing brake discs are advised to also replace pads, and customers buying timing belt kits are advised to consider the water pump. These suggestions increase the sales value, but their primary benefit is preventing issues for the customer during installation. Having these suggestions written in the knowledge base ensures that every representative makes the same recommendation. ## Currency and price freshness After finding a compatible part, the customer's first question is about stock and price. In systems working with catalogue feeds, this information is as up-to-date as the last transmission; in systems connected directly to the store database, answers are provided with real-time information. Whichever is chosen, the price displayed to the customer must come directly from your data. ## Conversation example It is easiest to see how compatible sales work with an example. The visitor writes 'front brake disc'. Instead of showing the list immediately, the representative asks for the vehicle; the visitor says '2019 Egea, diesel'. The representative clarifies the engine (1.3 Multijet), searches the catalogue with this vehicle, and shows two products: front brake disc kit and compatible pads. The visitor wants to add the disc to the cart; the representative adds it using the site's add-to-cart action and reminds them of the free shipping threshold. Throughout the conversation, vehicle information was asked only once, and the visitor did not browse any pages. ## Customer asking and knowing codes Spare parts sites have two types of customers. End users know the vehicle but not the part code; mechanics or garages know the code and want quick results. The same conversation serves both customer types well: for the mechanic writing the code, the matching product is shown immediately; for the end user describing their vehicle, a few questions are asked first. Writing short answers in the knowledge base for frequent stock and delivery time queries significantly reduces phone traffic. ## Preventing returns and wrong parts The cost of selling the wrong part is not just the shipping fee; the customer's vehicle waits at the garage, installation appointments are missed, and trust is damaged. Therefore, in situations where compatibility cannot be guaranteed, it is correct to hand over the conversation to the team rather than forcing the sale. Since the panel shows which product search the representative based their answer on, suspicious suggestions can be quickly checked by the team. ## How SmartOperator solves this In SmartOperator, the spare parts template clarifies the brand, model, year, and engine; when a part code is entered, a direct match is searched in the catalogue. - **Spare parts template:** brand, model, year, and engine are asked; chassis number may be requested. - **Direct code search:** when the code matches, the list is not populated with loose results. - **Store database:** the matching table and stock are read only via a read-only connection. - **Product card and cart:** priced card, adding to cart via the site's action. [Spare parts sector](/en/smartoperator/sektorler/yedek-parca.html)[Product catalogue](/en/smartoperator/urun-katalogu.html) ## Frequently asked questions Can search be performed with the chassis number? If you have a table in your database that reaches the vehicle from the chassis number, the representative can use this table; otherwise, the chassis number is taken as information to be forwarded to your team. What happens for products without compatibility data? The representative looks at the product description; if unsure, they hand over the conversation to your team or collect contact information for follow-up. Can equivalent parts be suggested? They can be suggested if equivalent codes are maintained in the catalogue or database. ## Let's set up compatible sales for your spare parts site Write where your compatibility data resides; our setup team will suggest the appropriate connection for you. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other guides - [Sales ### Converting asking visitors into sales A visitor asking a question is the closest to purchasing. This guide explains how to read the visitor's stage from their question, clarify their need, showcase the product within the conversation, and add it to the basket. 4 min read](/en/smartoperator/rehberler/soru-soran-ziyaretciyi-satisa-cevirmek.html) - [Artificial intelligence ### What is an AI customer agent, and how to choose one? An AI that truly works like a customer agent on a website; it understands the question, finds the answer from your knowledge, and performs actions on the site when needed. This guide explains the difference and what to look for when choosing. 6 min read](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) - [Setup ### How to add live support to a website? 7 steps Adding live support starts with a script tag, but the real work comes after: who will respond, with what information, and during which hours? This guide walks through the seven steps in order. 5 min read](/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek.html) # AI sales assistant for e-commerce sites > On an e-commerce site the agent reads the product page, finds products in the catalogue, adds them to the cart and takes the visitor to the payment page. Source page: https://dblinx.net/en/smartoperator/sektorler/e-ticaret --- Sector # AI sales assistant for e-commerce sites Behind every unadded product in e-commerce, there is often an unanswered question. SmartOperator answers by reading the product page, finds the product in your catalogue, adds it to the cart, and takes the visitor to the payment page. 4 min readPublished: 02.10.2026 ## On an e-commerce site, questions are the final barrier to sales. A visitor has found a product on an e-commerce site, seen the price, but still has a question: Will this size fit me? When will it arrive? Can I return it? Is the discount applied in the cart? Each of these questions is a reason for abandoning the cart if no answer is found. Frequently Asked Questions pages often answer these, but visitors do not want to leave the product page to find that page. - **Question remaining on the product page**The visitor cannot find a place to ask about technical specifications, size, or compatibility. - **Delivery and return uncertainty**Items are not added to the cart without knowing the delivery time and return conditions. - **Finding the right product**The search box does not understand the visitor's own sentence. - **Campaign query**The visitor wants to ask whether the discount is applied in the cart. ## Reads the page the visitor is on When a visitor asks "what is the fabric of this product?", the agent reads the page the visitor is currently on: headings and visible text. Form fields and entered values are not read; on payment pages, the page is not read at all. Thus, answers are provided with information from the product page, and the visitor does not leave the page. ## Finds the product, adds it to the cart The visitor describes their problem in their own words; the agent asks for size, colour, or intended use if necessary, searches your catalogue, and shows matching products with priced cards. Your catalogue is imported via CSV or XML feed; feeds in Google Merchant format are supported. If actions such as adding to cart, selecting size, or applying coupons are defined on your site, the agent executes them within the conversation. Important actions wait for the visitor to say "Confirm". ## The payment page is the agent's final stop The agent's role ends with preparing the cart and directing the visitor to the payment page. On the payment page, the agent reads no information and performs no actions; the window waits only in the state "I'm here when you've finished paying." In the reports screen, the conversion funnel shows how many conversations reached the payment page. ## Basket and promotions When preparing the visitor's basket, they often ask about the free shipping threshold or promotion conditions. When this information is written in the knowledge base, the agent reminds them at the right moment: if the basket total is below the threshold, they mention that adding a small item will make shipping free. When a promotion ends, removing the item ensures the agent no longer mentions that promotion. ## Size, colour and stock In categories such as clothing and footwear, the visitor's most frequent question concerns size and stock. The agent reads the product page to view the size chart and product specifications, answering with the stock information from your catalogue. If actions such as selecting a size or adding to basket are defined on your site, the agent applies the visitor's selection within the conversation. ## Returns and exchange queries A return query asked before purchase is essentially a trust issue. A short, clear answer ("You can return unused items within 14 days") often accelerates the purchasing decision. Return requests received after purchase are handed over to your team or recorded as follow-up requests. ## How SmartOperator solves this Answers using information from the SmartOperator product page and catalogue search, displays products with price cards, and asks for the visitor's consent for important actions. - **Page reading:** answers using information from the product page; form fields are not read. - **Category search:** suitable products based on the visitor's sentence, displayed with price cards. - **Site actions:** add to basket, size selection, coupon; requires confirmation for important actions. - **Conversion funnel:** reports the number of visitors who reached the payment page from the conversation. [Site actions](/en/smartoperator/site-eylemleri.html)[Artificial intelligence](/en/smartoperator/yapay-zeka.html) ## Frequently asked questions Which e-commerce infrastructures does it work with? With any site where a script tag can be added. Site-specific tasks are performed using actions defined by the site itself. How up-to-date are stock and prices? The last update time of the catalogue transferred via feed is visible on the dashboard. In store database connections, information is read directly from your database. How does it learn promotion information? You enter promotions as items into the knowledge base; you remove the item when its duration expires. Does it see payment details? No. Nothing is read on the payment page; form fields are not read on any page. ## Let's plan the setup suitable for your e-commerce site Enter your infrastructure and product count; let's determine together which actions should be defined. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other sectors - [Sector ### AI sales agent for spare parts sites On a spare parts site, the visitor's biggest question is whether the part fits their vehicle. SmartOperator first clarifies the vehicle, finds the compatible part in your catalogue or store database, displays it with a price card, and adds it to the basket. 5 min read](/en/smartoperator/sektorler/yedek-parca.html) - [Sector ### AI appointment and information assistant for clinics Visitors arriving at a clinic site mostly want an appointment. SmartOperator takes the appointment within the conversation and writes it to the shared calendar; it answers questions about treatments, times, and addresses from the knowledge base. It does not diagnose and redirects in case of emergency symptoms. 4 min read](/en/smartoperator/sektorler/saglik.html) # SmartOperator Sector Solutions: Usage Examples > SmartOperator sector solutions: usage examples and recommendations tailored to the needs of 3 sectors. Source page: https://dblinx.net/en/smartoperator/sektorler/ --- # Sectors Usage of SmartOperator in different sectors: questions asked by each sector's visitors and how the agent answers these questions. - [Sector ## AI sales agent for spare parts sites On a spare parts site, the visitor's biggest question is whether the part fits their vehicle. SmartOperator first clarifies the vehicle, finds the compatible part in your catalogue or store database, displays it with a price card, and adds it to the basket. 5 min read](/en/smartoperator/sektorler/yedek-parca.html) - [Sector ## AI appointment and information assistant for clinics Visitors arriving at a clinic site mostly want an appointment. SmartOperator takes the appointment within the conversation and writes it to the shared calendar; it answers questions about treatments, times, and addresses from the knowledge base. It does not diagnose and redirects in case of emergency symptoms. 4 min read](/en/smartoperator/sektorler/saglik.html) - [Sector ## AI sales assistant for e-commerce sites Behind every unadded product in e-commerce, there is often an unanswered question. SmartOperator answers by reading the product page, finds the product in your catalogue, adds it to the cart, and takes the visitor to the payment page. 4 min read](/en/smartoperator/sektorler/e-ticaret.html) # AI appointment and information assistant for clinics > On a clinic site the agent books appointments in the shared calendar, answers general questions from the knowledge base, doesn't diagnose, refers emergencies. Source page: https://dblinx.net/en/smartoperator/sektorler/saglik --- Sector # AI appointment and information assistant for clinics Visitors arriving at a clinic site mostly want an appointment. SmartOperator takes the appointment within the conversation and writes it to the shared calendar; it answers questions about treatments, times, and addresses from the knowledge base. It does not diagnose and redirects in case of emergency symptoms. 4 min readPublished: 02.10.2026 ## What do visitors look for on a clinic site? Most visitors arriving at a clinic, dental practice, or polyclinic site want one thing: an appointment. Additionally, they ask about treatments offered, working hours, address and transport, affiliated institutions, and how the initial examination proceeds. Although the answers to these questions are written somewhere on the site, visitors often prefer to call by phone; if the line is busy or office hours have ended, the appointment is lost. - **Phone traffic**The receptionist answers the same questions over the phone all day; the team responsible for attending to patients during examinations loses time. - **Appointment request outside office hours**A visitor wanting an appointment in the evening forgets to call the next day. - **Sensitive information**While describing their complaint, the visitor may share more health information than necessary. - **Emergency situation**A visitor describing an urgent symptom needs to be redirected without waiting for an appointment. ## Takes the appointment within the conversation The SmartOperator clinic template comes with three tasks: taking an appointment, providing general information, and redirecting in emergencies. In the appointment task, the agent asks what kind of appointment the visitor wants and their available time, then writes the appointment to your institution's DBLinx shared calendar. The appointment record is kept with "source-dependent" privacy: the patient's name and complaint are not visible in calendars of other products. ## Provides general information from the knowledge base Treatments, working hours, address, parking, affiliated institutions, and what to bring for the first examination are entered into the knowledge base. The agent answers these questions based on your knowledge base; if you have entered your working hours, it tells out-of-hours visitors when you can be reached. ## Does not diagnose, redirects in case of emergency symptoms In the health template, the agent does not diagnose or suggest treatment. When an urgent symptom is described, it redirects the visitor to the emergency room or 112 instead of taking an appointment. It only asks for the information required for the appointment; it does not collect excessive health information from the visitor. Health data is classified as special category personal data under Article 6 of the Personal Data Protection Law No. 6698. This page provides general information and does not constitute legal advice; consult your expert regarding your institution's obligations. In SmartOperator, the retention period for conversation records is set by you, and a link to the disclosure text is shown in the window. ## Hands over to the team when needed When a visitor wants to speak with a human or the agent is unsure, the conversation is handed over to your team. If no one is online, the visitor's name and phone number are recorded as a follow-up request, and you can receive a notification email. ## A sample day At a dental clinic, the receptionist sees two follow-up requests received overnight on the dashboard in the morning: one from a patient seeking information about implants, and another wanting to change their appointment. During the day, the assistant answers questions about treatments, address, and working hours, and writes new appointments to the calendar. When a specific question arises regarding affiliated institutions, the conversation is handed over to reception. In the evening, the assistant continues to take appointments. ## Knowledge base preparation Treatments, doctors' specialties, working hours, transport, and appointment rules are entered into the clinic knowledge base. - Treatments performed and short descriptions - Doctors' areas of expertise - Working hours and holidays - Address, transport, and parking - Partner organisations and payment options - Items to bring for the first examination - Rules for cancelling and changing appointments ## How SmartOperator solves this In SmartOperator, the clinic template writes the appointment to your organisation's shared calendar; only the minimum information required for the appointment is requested, and no diagnosis is made. - **Appointment:** the clinic template writes the appointment to your organisation's shared calendar. - **Minimal data:** only the information required for the appointment is requested; no diagnosis is made. - **Urgent referral:** in case of urgent symptoms, the visitor is referred to the emergency service. - **Retention period:** you determine how long conversation records are kept. - **Callback:** outside working hours, the visitor's contact details are recorded. [Security and KVKK](/en/smartoperator/guvenlik.html)[Live support](/en/smartoperator/canli-destek.html) ## Frequently asked questions Which calendar are appointments written to? To your organisation's DBLinx shared calendar. Details of the appointment record do not appear in other products' calendars. Does the agent give medical advice? No. In the health template, the agent does not make diagnoses or recommend treatments; in case of urgent symptoms, they refer to the emergency service. How long are patient information retained? The retention period for conversation records is up to you (from 7 days to 10 years); expired conversations are automatically deleted. We have multiple branches, can they be set up separately? Yes. Each branch can be added as a separate site; each will have its own knowledge base, working hours, and conversations. ## Let's plan the setup suitable for your clinic Enter the number of branches, your appointment schedule, and working hours; let's set it up together. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other sectors - [Sector ### AI sales agent for spare parts sites On a spare parts site, the visitor's biggest question is whether the part fits their vehicle. SmartOperator first clarifies the vehicle, finds the compatible part in your catalogue or store database, displays it with a price card, and adds it to the basket. 5 min read](/en/smartoperator/sektorler/yedek-parca.html) - [Sector ### AI sales assistant for e-commerce sites Behind every unadded product in e-commerce, there is often an unanswered question. SmartOperator answers by reading the product page, finds the product in your catalogue, adds it to the cart, and takes the visitor to the payment page. 4 min read](/en/smartoperator/sektorler/e-ticaret.html) # AI sales agent for spare parts sites > On spare parts sites, the agent clarifies the vehicle, searches exactly by OEM code, shows the compatible part with a priced card, and adds it to the cart. Source page: https://dblinx.net/en/smartoperator/sektorler/yedek-parca --- Sector # AI sales agent for spare parts sites On a spare parts site, the visitor's biggest question is whether the part fits their vehicle. SmartOperator first clarifies the vehicle, finds the compatible part in your catalogue or store database, displays it with a price card, and adds it to the basket. 5 min readPublished: 02.10.2026 ## Why do visitors abandon spare parts sites? Spare parts are one of the categories that generate the most questions in e-commerce. When a visitor searches for "front brake disc," dozens of products appear; to know which one fits their vehicle, they need to compare the vehicle's make, model, model year, and engine information, and sometimes the chassis number, with the product description. Visitors unable to perform this comparison themselves either call to ask or switch to another site. The most common problems encountered in daily practice are: - **Compatibility uncertainty**The visitor cannot be sure if the part fits their vehicle; fear of buying the wrong part delays purchase. - **Visitors who don't know codes**Mechanics know OEM and stock codes, but end users do not; the search box only returns results with the correct keyword. - **Large catalogue**Browsing categories becomes quickly tiring in a catalogue with hundreds of thousands of products. - **Complementary parts**No one tells the customer buying discs that pads also need replacing; orders remain incomplete, causing issues during installation. - **Queries outside working hours**Compatibility questions asked in the evenings and on weekends carry over to the next day. ## The agent first clarifies the vehicle SmartOperator's spare parts template comes with three tasks that enable the agent to work like a sales consultant: finding parts, providing stock and price information, and directing to the order. In the part-finding task, the agent first clarifies the vehicle: make, model, model year, and engine. If the visitor doesn't know these, the chassis number from the registration document can be requested. No products are recommended until the vehicle is clarified; thus, the question "does this part fit my vehicle?" is answered upfront. When a visitor enters a part or OEM number, the agent searches the catalogue for that code exactly. When the code matches, the list is not filled with loose text results; the risk of recommending the wrong part is reduced this way. ## Large catalogue is not a problem The catalogue is not given wholesale to AI. The agent searches your catalogue for every query and writes answers using only a few relevant products; therefore, response speed is independent of the number of products even on sites with hundreds of thousands of items. Your products can be imported via CSV or XML feed. If compatibility tables and equivalent codes reside in your site's own database, the agent connects to this database with a read-only user to provide answers with the latest prices and stock levels. ## Product card, cart, and complementary parts When the agent finds the appropriate part, product cards appear below the answer: the part's name, price, image, and link to the product page. The prices and images on the cards are not written by AI but are directly from your data. If an add-to-cart action is defined on your site, the agent also fulfills the request "Shall I add it to the cart?" When you write assembly and replacement recommendations to your knowledge base (e.g., recommendation to replace brake pads along with discs), the agent uses this information in relevant queries. Delivery times, free shipping thresholds, return and warranty conditions are also answered from the knowledge base. ## For mechanics and workshops Mechanics and workshops are a significant customer group for spare parts sites. These customers know part codes, want quick results and clear stock information. Showing exact matches when a code is entered meets this customer group's needs. Bulk purchases and trade accounts are handed over to your team; ready-made answers and internal notes ensure the team provides consistent responses to these customers. ## Outside working hours and weekends Vehicle owners mostly research parts in the evenings and on weekends. The agent answers compatibility and stock questions during these hours too; for issues requiring team decisions, the agent takes the visitor's phone number and creates a callback request to be called back in the morning. When notification emails are configured, the request is also sent to the team's shared address. ## Measurement The conversion funnel on the report screen shows how many of the opened conversations were redirected to a product page and how many reached the payment page. Grouping conversations by topic using tags (e.g., "brake", "filter", "return") allows you to see which part group receives more inquiries. ## How SmartOperator solves this The SmartOperator tool clarifies the vehicle and searches for an exact match in the catalogue using OEM or stock codes; price, image, and link are sourced from your data. - **Vehicle clarification:** the spare parts template asks for make, model, year, and engine; chassis number may be requested. - **Exact search by code:** when OEM and stock codes are entered, an exact match is searched for in the catalogue. - **Store database:** compatibility table and stock are connected directly to your site's database via a read-only connection. - **Priced product cards:** price, image, and link are sourced from your data. - **Add to cart:** initiated from within the conversation using the action defined by your site. [Product catalogue](/en/smartoperator/urun-katalogu.html)[Site actions](/en/smartoperator/site-eylemleri.html) ## Frequently asked questions What happens if the agent recommends the wrong part? The agent first clarifies the vehicle and only recommends products found in your catalogue. It is visible on the dashboard which product search each response is based on; your team can take over the conversation at any time. Where does compatibility information come from? From your product descriptions, catalogue feed, or the compatibility table in your store database. Which tables are used is determined together during setup. Can it recommend equivalent parts? If equivalent codes are stored in your catalogue or database, the agent can search for and display them. Does it replace phone calls? It answers a significant portion of compatibility and stock questions on the site; topics the agent cannot answer are handed over to your team or recorded as follow-up requests. ## Let's plan the suitable setup for your spare parts site Describe your catalogue structure and where your vehicle compatibility data resides; our setup team will suggest the appropriate path. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other sectors - [Sector ### AI appointment and information assistant for clinics Visitors arriving at a clinic site mostly want an appointment. SmartOperator takes the appointment within the conversation and writes it to the shared calendar; it answers questions about treatments, times, and addresses from the knowledge base. It does not diagnose and redirects in case of emergency symptoms. 4 min read](/en/smartoperator/sektorler/saglik.html) - [Sector ### AI sales assistant for e-commerce sites Behind every unadded product in e-commerce, there is often an unanswered question. SmartOperator answers by reading the product page, finds the product in your catalogue, adds it to the cart, and takes the visitor to the payment page. 4 min read](/en/smartoperator/sektorler/e-ticaret.html)