Smartsupp in practice – creating chatbots for customer service and sales, automating conversations and lead generation

Training process

Training needs analysis

If you have specific requirements regarding the training programme, we will carry out a training needs analysis for you. This will guide us on which aspects of the programme should receive greater emphasis, so that the training programme meets your specific needs.

What will you gain?

Set up Smartsupp with confidence - You will configure the account, agents, availability hours and core Smartsupp settings on your own, so you can launch a clear and reliable chat support workflow for your business.

Deploy chat correctly on your site - You will learn how to add the widget and tracking code to your website and verify that everything works properly, so you can avoid common launch and integration mistakes.

Match the widget to your brand - You will tailor the chat window, welcome messages and wording for different audiences, making the first interaction feel consistent with your brand and more inviting to visitors.

Design effective conversation flows - You will map logical conversation paths, questions, buttons and quick replies, so you can guide users step by step and hand the chat to a human agent at the right moment.

Build sales and lead bots - You will create scenarios that help users choose a product, move toward purchase or leave their contact details, while also qualifying leads by needs, budget and timing.

Use AI and Mira AI with control - You will learn how to prepare knowledge sources, FAQs and product content for the AI assistant, so automated replies stay relevant, safe and useful in everyday customer service.

Launch automations at the right time - You will learn how to show different scenarios on selected pages, react to time spent on site and match messages to the customer’s current stage in the buying journey.

Improve performance with data - You will learn how to review conversations, spot drop-off points, refine scenarios and measure the effectiveness of answers, lead generation and chatbot-to-agent cooperation.

Training programme

1. Introduction to Smartsupp and chatbots on the website

what Smartsupp is and what it is used for,
differences between live chat, an automatic chatbot and an AI chatbot,
applications of chatbots in sales, customer service and lead generation,
examples of processes that can be automated using Smartsupp.

2. Account configuration and basic system settings

creating and configuring a Smartsupp account,
overview of the administrative panel,
settings for operators and the support team,
configuration of availability hours and statuses,
basic language, notification and communication settings.

3. Installing Smartsupp on a website

methods of implementing the chat widget on the website,
installation of the tracking code,
integration with popular CMS and e-commerce systems,
testing the correct functioning of the chat,
the most common implementation problems and ways to solve them.

4. Chat widget personalization

adjusting the appearance of the chat window to the company's visual identity,
setting welcome messages,
adapting the content to the type of page and target group,
principles of designing a user-friendly first contact with the user,
UX best practices in chatbot communication.

5. Designing conversation scenarios

how to plan the structure of a conversation with the user,
creating simple conversation paths,
closed questions, choice buttons and quick replies,
designing scenarios for customers’ most common questions,
recognizing moments in which the chatbot should hand the conversation over to a human.

6. Creating a sales chatbot

a chatbot supporting the selection of a product or service,
recommending categories, products, and next steps,
guiding the user to a purchase, form, or contact,
using the chatbot for cross-selling and up-selling,
examples of scenarios for an online store and a service company.

7. Creating a customer service chatbot

automation of responses to the most frequently asked questions,
handling inquiries about order status, delivery, returns and complaints,
preparation of a response base and ready-made messages,
reducing the response time of the service team,
rules for escalating the conversation to a consultant.

8. Lead generation chatbot

designing conversations focused on collecting contacts,
qualifying potential clients,
questions about needs, budget, timeline and scope of interest,
redirecting the contact to a salesperson, CRM or form,
measuring the effectiveness of the lead generation chatbot.

9. AI and Mira AI in Smartsupp

what the AI assistant in Smartsupp is,
the use of AI for automatic responses,
creating knowledge sources for the AI chatbot,
preparing content, FAQs and product descriptions for AI,
controlling the quality of responses generated by the chatbot,
limitations of AI and principles of safe implementation.

10. Display rules and automations

when and to whom to display the chatbot,
displaying different scenarios on different subpages,
messages for new and returning users,
automatic messages after a specified time on the page,
matching the chatbot to the stage of the customer's purchase path.

11. Handling conversations and human-chatbot collaboration

taking over the conversation from the chatbot by the consultant,
using ready-made responses,
organizing conversations and requests,
principles of communication with the customer in the live chat channel,
building a consistent tone of the company's communication.

12. Conversation analysis and chatbot optimization

monitoring the number of conversations and the effectiveness of responses,
analysis of questions to which the chatbot does not know the answers,
identifying places where users abandon the conversation,
improving scenarios based on data,
testing different messages and conversation paths.

13. Security, GDPR and data quality

what data can be collected using a chatbot,
consents, information notices and personal data protection,
rules for storing conversation histories,
limiting the risk of incorrect or unauthorized responses,
good implementation practices for companies.

14. Practical workshop – building your own chatbot

planning the chatbot's goal,
preparing the conversation scenario,
configuring the chatbot in Smartsupp,
adding messages, questions and response paths,
testing the chatbot's operation from the customer's perspective,
discussing and improving the prepared solutions.

15. Summary and implementation best practices

the most common mistakes when creating chatbots,
a list of elements to check before publication,
how to develop the chatbot after implementation,
the recommended process for updating the knowledge base,
questions and answers.

What are the prerequisites for participating in the training?

Basic website admin skills - You should be comfortable navigating website or store admin panels and understand where to place code snippets, widgets and the basic settings of online tools.

Customer communication basics - You should have basic experience answering customer questions and know how to write short, clear messages used in online sales or customer service conversations.

Understanding the sales process - You should be familiar with the customer journey from first contact to purchase or lead capture, so you can build conversation flows and automations more effectively.

Basic content preparation - You should be able to prepare simple descriptions, FAQs or answers to common questions, because such materials are needed for scenarios and the AI knowledge base.