MattressAI Support Documentation

Quick Start Guide

Installation

  1. Visit the Shopify App Store and search for "MattressAI"
  2. Click "Add app" and authorize the installation
  3. Complete the setup wizard to configure your AI assistant
  4. Customize your chat widget appearance and behavior

Initial Setup

  1. Product Sync: Your products will automatically sync within 5 minutes
  2. AI Training: The AI learns your product catalog immediately
  3. Chat Widget: Add the widget to your theme or use our auto-installation
  4. Testing: Use the preview mode to test responses before going live

Features Overview

AI-Powered Customer Support

  • Instant Responses: AI answers product questions in real-time
  • Product Knowledge: Trained on your entire catalog with specifications
  • Smart Recommendations: Suggests relevant products based on customer needs
  • Order Assistance: Helps with order status, shipping, and returns

Real-Time Integration

  • Inventory Sync: Always knows current stock levels
  • Price Updates: Automatically reflects current pricing
  • Product Changes: Instantly aware of new products and modifications
  • Order Tracking: Accesses real-time order information

Analytics Dashboard

  • Conversation Insights: Track customer interactions and satisfaction
  • Product Performance: See which products generate most questions
  • Conversion Tracking: Monitor chat-to-sale conversion rates
  • Customer Journey: Understand the path from inquiry to purchase

Configuration Options

Chat Widget Customization

// Widget appearance settings
{
  "theme": "modern",
  "position": "bottom-right",
  "colors": {
    "primary": "#your-brand-color",
    "background": "#ffffff",
    "text": "#333333"
  },
  "greeting": "Hi! How can I help you find the perfect mattress?"
}

AI Behavior Settings

  • Response Style: Professional, friendly, or conversational
  • Product Focus: Emphasize specific categories or brands
  • Availability Handling: How to respond when products are out of stock
  • Escalation Rules: When to suggest contacting human support

Integration Settings

  • Webhook Configuration: Real-time data synchronization
  • API Limits: Rate limiting and usage monitoring
  • Data Retention: How long to keep conversation history
  • Privacy Controls: Customer data handling preferences

Troubleshooting

Common Issues

Q: AI is not responding to customers

A: Check that:

  • App is properly installed and authorized
  • Chat widget is embedded in your theme
  • Product sync has completed (check sync status in dashboard)
  • No JavaScript errors in browser console

Q: Product information is outdated

  • Go to Settings > Sync Status
  • Click "Force Sync" to manually update
  • Check webhook configuration in Shopify admin
  • Verify app permissions include product read access

Q: Chat widget not appearing

  • Ensure widget code is properly embedded
  • Check that widget is enabled in app settings
  • Verify no CSS conflicts hiding the widget
  • Test on different pages and devices

Q: Customers reporting incorrect information

  • Review and update product descriptions
  • Check product metadata and specifications
  • Use the AI training feature to correct responses
  • Report persistent issues to our support team

Performance Optimization

Speed Up Response Times:

  • Enable caching for frequently asked questions
  • Pre-load product data for popular items
  • Use webhook real-time updates instead of polling
  • Optimize product descriptions for AI processing

Improve Answer Quality:

  • Add detailed product specifications
  • Include common questions in product descriptions
  • Use consistent formatting across product data
  • Regularly review and refine AI responses

API Reference

Webhook Endpoints

Product Updates: /webhooks/products

Order Events: /webhooks/orders

Customer Events: /webhooks/customers

App Lifecycle: /webhooks/app/uninstalled

Configuration API

// Update AI settings
POST /api/config/ai-settings
{
  "responseStyle": "professional",
  "maxResponseLength": 200,
  "includeProductLinks": true,
  "escalationTriggers": ["complex_question", "complaint"]
}

Analytics API

// Get conversation metrics
GET /api/analytics/conversations?period=30d
{
  "totalConversations": 1250,
  "averageResponseTime": "2.3s",
  "satisfactionScore": 4.7,
  "conversionRate": "12.4%"
}

Security and Privacy

Data Protection

  • All data encrypted in transit and at rest
  • SOC 2 Type II certified infrastructure
  • GDPR and CCPA compliant data handling
  • Regular security audits and penetration testing

Access Controls:

  • Role-based permissions for team members
  • API key management and rotation
  • Audit logs for all configuration changes
  • Two-factor authentication available

Compliance Features

  • Automatic GDPR data deletion requests
  • Customer data export functionality
  • Consent management integration
  • Privacy-first design principles

Getting Help

Support Channels

  • Email: system@themattressai.com
  • Live Chat: Available in app dashboard
  • Documentation: docs.themattressai.com
  • Community: community.themattressai.com

Response Times

  • Critical Issues: 2 hours
  • General Support: 24 hours
  • Feature Requests: 3-5 business days
  • Bug Reports: 1-2 business days

Escalation Process

  1. Submit ticket via preferred channel
  2. Receive acknowledgment within 1 hour
  3. Initial response within SLA timeframe
  4. Regular updates until resolution
  5. Follow-up to ensure satisfaction

Need Immediate Assistance?

Contact our support team at system@themattressai.com or use the in-app chat feature for fastest response.