Wix Smart Chat: An Overview
Wix Smart Chat helps you capture more leads, reduce missed inquiries, and turn more conversations into actions, such as site purchases or support resolutions. It combines an AI chat and manual chat in one app, so you can support visitors in the way that fits your business, through AI-powered answers, direct human replies, or a mix of both.
Important:
This app is based on an AI system and as such, it will scan and use public data on your site, including personal information that’s presented there. It may generate and present inaccurate or misleading information to your site visitors and members. Wix assumes no liability for these generated results.
Offer responsive customer service aligned with your business
Wix Smart Chat brings AI and manual responses into a single experience, so you can choose the level of availability and flexibility that works for your business.
You can let AI handle common questions based on your site content and training, so visitors get fast answers at any time. When you want more control, you can switch to replying manually and chat to visitors yourself. This flexibility makes it easier to support all kinds of inquiries without maintaining separate chat tools.
Learn more about adding and setting up the Smart Chat.
Guide visitors to the right products and boost sales
Wix Smart Chat can act as a personalized AI companion that guides visitors to the most relevant products, services, and content on your site. Based on your catalog and site structure, the AI can suggest items, answer questions about what you offer, and send links to your site pages.
Visitors can discover products that match what they are looking for, find the right service to book, or jump straight to important information like pricing or policies. This helps them move from browsing to taking action, while keeping the experience conversational and tailored to their needs.
Train and test the AI with your business knowledge
The Smart Chat’s AI learns from your site content and from the training you provide. The more you shape its knowledge, the more accurate and relevant its answers can become.
You can add knowledge rules that explain how your business works, such as your shipping policy or store locations. You can also add restriction rules to limit the topics the AI can respond to, so it avoids sharing sensitive or off-limits information and stays in line with your policies.
To check if you can rely on the Smart Chat to answer visitors on your live site, you can test it directly from your dashboard. Ask the kinds of questions your visitors are likely to ask, review the answers, and adjust your content or training rules if something is missing or unclear.
Understand what is working with built-in analytics and insights
Wix Smart Chat includes analytics and AI‑generated insights in your dashboard, so you can see how the chat is performing over time and what your visitors are asking about most. These stats help you understand how visitors are engaging with your site and highlight recurring topics.
By tracking this data, you can see how the chat is contributing to your goals and understand through practical recommendations how to improve the visitor experience.
Learn more about stats for visitor engagement.
Customize the chat to match your brand
You can adjust the design and placement of the Smart Chat so it feels like a natural part of your site. Customizing the chat’s colors, fonts, and layout helps it match your brand, while keeping it easy for visitors to notice and open when they want to talk.
A well-designed chat experience can encourage more people to reach out, ask questions, and complete actions such as placing an order or requesting support.
Learn more about designing and customizing the Smart Chat.
FAQs
Click a question below to learn more.
What is the difference between the AI Chat and Manual Chat in Wix Smart Chat?
AI Chat uses an AI assistant to answer questions based on your site content and the training you provide in the dashboard. Manual Chat lets you and your team reply directly to visitors from your inbox, in real time. With Wix Smart Chat, you can use either approach on its own or combine them, depending on the needs of your business.
Where do I see and reply to Smart Chat conversations?
You can manage Smart Chat conversations from your site's Inbox. From there, you can read past messages, reply to new ones, hand a conversation off to a teammate, and see which replies came from AI and which were sent manually.
Why should I use Wix Smart Chat instead of Wix Chat?
Wix Smart Chat gives you more ways to support visitors and turn conversations into results. While Wix Chat lets you answer visitors manually only, Wix Smart Chat combines an AI and manual chat in one tool. Learn more about the differences between the two solutions.
Did Wix Smart Chat replace Wix AI Site Chat?
Yes. If you had Wix AI Site Chat on your site, it has been changed to Wix Smart Chat. The AI Site Chat page in your dashboard now appears as Wix Smart Chat, with a refreshed layout and new options for combining AI and manual chat.
You don't need to reinstall anything or start over. The chat widget and training rules remain the same, and you can continue managing everything from the Wix Smart Chat dashboard.
Is Wix Smart Chat free to use?
When you install Wix Smart Chat from the Wix App Market, you get a free trial that includes 50 conversations in total. Once you use up these conversations, you need to upgrade your plan.
Is Wix Smart Chat HIPAA compliant?
Yes, with Manual Chat. Manual Chat is HIPAA compliant, so it's the default chat mode on HIPAA sites. It's not recommended to switch to AI Chat on those sites, because it's not HIPAA compliant.
Note: If you enable HIPAA for your site and use AI Chat, restriction rules limit how it responds to health-related questions. These rules don't make AI Chat HIPAA compliant. Switch to Manual Chat instead.
Learn more about enabling HIPAA compliance for your Wix site.