AI sales

The chat window's AI assistant can do more than answer from the help center — it can sell: pick products from your online store with prices and availability and, with your consent, place an order right in the chat. The buyer confirms the order themselves and pays for it on the Invoicebox payment page.

Sales work wherever the AI assistant answers visitors. In your account it's still being prepared for launch — learn more in AI assistant and FAQ. You can connect the store and AI access in advance.

How to connect

Sales are set up on the support site's «AI sales» tab. The tab is visible to the organization owner, organization managers and the manager of the site's store. AI sales are included in the paid «Customer support» plans — «Start», «Business» and «Corporate».

1. In the «Connect store» card, choose your organization's store: the AI takes products from its online store. Fill in «Store name for AI», «Store page on the website» and «Terms pages on the website» — the offer, seller information and return terms: the buyer sees them in the order card.
2. Click «Grant AI access». The Invoicebox ID consent screen opens: it shows the store and what the AI is allowed to do. Access can be granted by an employee with rights to this store.
3. After you consent, you return to the tab, and the «AI access to the store» block shows «Access granted — AI sees the catalog».

Buyers and INN

Who places orders in the chat and where a company enters its details are set in your online store's settings: «My sales» → «Online stores» → the store → «Settings», the «Buyers in chat orders» block. The store checks every order against them, and the chat window builds the buyer form from them. In «Buyers», choose who places orders in the chat:

• All buyers — in the form the buyer chooses: individual, or company or sole trader.
• Companies and sole traders only or Individuals only — the buyer form has no choice.

In «Buyer's INN», choose where a company enters its details:

• Required in the order — the chat window asks for the INN and KPP, and the AI takes the company name from the register.
• On the payment page — the window asks only for an email and a phone number and says «You will enter the INN and company details on the payment page». In the order card the buyer is «Company or sole trader».

On the «AI sales» tab, the «Buyers» block shows these rules read-only — «From the settings of the store «…», updated …» — with a «Change» link to the store settings. The support service re-reads them itself: after AI access is granted, when the tab is opened and while the AI is answering (at most once every 10 minutes). If the rules were changed and the chat window had already asked the buyer by the old ones, the store won't accept such an order: the AI replies «I can’t place the order in the chat right now — passing your question to an operator», gives a link to the store's website and hands the ticket over to an operator, and the rules are updated at once.

AI access: catalog first, then orders

Each access step is a separate consent in Invoicebox ID:

• Reading the catalog — products, prices and availability. The AI picks products and gives the buyer an «Order on the website» link.
• Placing orders — the AI prepares the order in the chat, and the buyer confirms it and gets a payment link. This step is added with the «Expand AI access: placing orders» button: on the consent screen the catalog is marked «Already granted» and orders «Being added». Until you allow it, the previous access stays in effect.

Granted access never expands on its own: the AI starts placing orders only after a new consent.

«Turn off order placement» leaves the AI the catalog and the «Order on the website» links and doesn't cancel orders already placed. Order placement can be brought back only with a new consent. «Revoke access» closes the AI's access to the store, and «Turn off AI sales» unlinks the store from the site.

A personal data policy is required

To place an order, the chat window asks the buyer for an email and a phone number. That's why ordering in the chat doesn't turn on without the site's personal data processing policy: access can't be expanded, and order placement already granted doesn't work. Add the policy link on the «General» tab, in the «Personal data» block — see Site and chat window.

If something is wrong with access

The «AI access to the store» block tells you what happened: «Access needs to be granted again», «Access needs to be expanded», «Access revoked» or «Access isn't working». The «AI couldn't place the order» banner means the AI lacked access to orders: it offered the buyer to order on the website or handed the ticket over to an operator. For the AI to place orders in the chat, expand the access.

How an order in the chat goes

1. The buyer writes what they need. The AI finds products in the store's catalog and shows them as cards.
2. The AI names the amount right away — the store calculates it. If the store takes a while, the AI says so and sends the amount to the same chat in its next message. If the store doesn't respond, the buyer sees «The shop is not responding right now» and a link to the store's website, and the ticket stays with the AI.
3. Before the order, the window asks the buyer to fill in «Buyer details»: email and phone, and for a company or sole trader also the INN and, optionally, the KPP (Russian tax IDs). The window takes the name from the register; the order documents come by email. If the INN is entered on the payment page, the window asks only for an email and a phone number. If the store sells only to companies or only to individuals, there's no buyer type to choose.
4. The AI shows the «Your order» card: products, «Total», the buyer, the seller, and links to the offer, seller information and returns. The order is created only when the buyer clicks «Confirm». To change something, it's enough to write about it in the chat.
5. After «Confirm» the card shows «Placing the order…», and then the payment card arrives: «Your order has been placed — now it just needs to be paid.» and a «Pay» button with the amount. If the outcome is still unknown, the card says «Checking the order», and the service asks the store again on its own. If the order wasn't created, the ticket goes to an operator.

Payment

• The payment card header shows the seller and the status: «Awaiting payment», «Paid», «Expired» or «Checking». Below are the order items and «Total».
• Until the payment deadline, the card has a «Pay» button with the amount, and under it — until when the order can be paid. Payment happens on the Invoicebox payment page, where the buyer chooses the payment method.
• On a computer, under the button there's «Pay from your phone»: it opens a QR code with the Invoicebox logo — the buyer points the phone camera at it and pays from the phone. On a phone there's no QR code, only the button.
• At the bottom of the card is the seller's order number: the seller uses it to find the order. The number can be copied.
• After the deadline the button disappears, but the service waits another 30 minutes for a late payment: if the buyer managed to pay, the status in the chat updates. Then the card shows «Payment time is up».
• If the store reports that the payment doesn't match, or the payment status couldn't be found out, the card shows «Checking the order», and the ticket goes to an operator: they check the payment and write to the buyer in the chat.
• When the order is paid, the buyer gets the message «Order No. … is paid, thank you! The confirmation and order documents will be sent to your email.»

When the payment time is up and the AI is handling the ticket, the card has an «Order again» button. After a failed order, a new one can be placed right away — the buyer just asks the AI.

What the AI does itself and what the operator does

• To «Has the payment gone through?» or «I've paid for order No. …» the AI replies itself — with the status of the order from this chat.
• To «Is this a scam?» the AI explains that the «Pay» button leads to the Invoicebox payment page and names its address. If the buyer writes that scammers took their money, the ticket goes to an operator.
• The AI doesn't cancel an order once it's created: with such a request the ticket goes to an operator. Refunds, discounts and price changes go to an operator too.
• The service cancels an unpaid order itself only if it can't be given out in the chat: the store created the order for a different amount, the payment link doesn't lead to the Invoicebox payment page, or the ticket was closed before the link arrived. The buyer then doesn't get a payment link, and the order in the «Chat orders» log shows the reason.
• If the buyer changed their phone number in the form, the ticket stays with the AI.
• If sales are turned off in the middle of an order, the AI replies «I can't place the order in the chat right now» and gives a link to the store's website. «Confirm» on a card already shown hands the ticket over to an operator.
• Order cards and order status messages have no «Was this helpful?» question.
• A link to the Invoicebox payment page sent by an operator opens without a warning.
• In languages other than Russian, the card labels the tax IDs in Latin letters — INN and KPP, as in the seller's documents.

The «Chat orders» log

The log of orders placed in the chat window is at the bottom of the «AI sales» tab and in the «Customer support» → «Chat orders» section. Support operators see the section too — the tab with the sales settings isn't available to them. The log shows when each order was created, items and amount, buyer and status, and for an order that wasn't placed or was canceled — the reason. If there are several sites, the section has a «Site» filter. The «Status» filter leaves orders with the status you need. An order awaiting payment has a link to the payment page, and every order has «Open ticket».

The order is also visible in the ticket, in the confirmation and payment cards. What the operator sees is described in Tickets and operators.

Questions? Write to c-support@invoicebox.ru or call +7 (812) 448-08-01 (9:00–21:00 Moscow time).