Saytu User Guide

Step 1 — Sync (pull store data)

• Read automatically: products (name/price/options/stock), store content (pages, shipping/returns policy, collections), active discounts
• User does: wait for sync to finish → click Continue
• If sync fails: can be skipped for now, synced later from the Knowledge panel

Step 2 — Choose (pick a character)

Choose 1 of 6 (swipe left/right to browse):

Step 3 — Personalize (edit 3 sub-panes)

A live preview on the right the whole time. Click "Use defaults" to skip everything (uses the preset's defaults, editable later)

3.1 Give them a name (identity)

• Character name — the name customers see in chat
• Greeting message — the first line customers see. Check "Keep the name in sync when I rename" = typing a new name auto-updates the name inside the greeting (typing the greeting manually turns this off)
• Tone — Warm / Playful / Concise / Professional / Detailed (shows a sample sentence for the selected tone)
• Primary customer language — main language, or Auto-detect

3.2 Give them a voice

• Voice — pick a voice + click audition to listen (the character's mouth lip-syncs along)
• Toggle Speak replies aloud — reads answers out loud
• Toggle Greet with voice on open — speaks the greeting when chat opens (requires Speak to be on first)

3.3 Style how they appear

• Framing — Full / Bust / Face (how much of the character shows) + an Adjust button (drag to reposition, scroll to zoom, reset)
• Chat layout — Stage (chat across the bottom half) / Immersive (character on the left, chat overlaid on the right) / Plain (no character, clean thread)
• Brand color — themes the whole chat (header, replies, send button, accents)

Finish the pane → click "Build my character" (saves the character + installs)

Step 4 — Try (test it out)

• See the widget the way a customer would
• Try preset scenarios: Recommend a product / Track an order / Authenticity / Returns
• Looks good → Continue

Step 5 — Activate (go live on the store)

• User does: click Open Theme Editor → turn on the Saytu switch (theme app embed) → open the storefront once
• The system detects it automatically → status changes to Detected
• Not ready yet: Skip for now

Done

• See a checklist of next steps: Add store knowledge · Style the widget · View analytics
• Shopify: routes on to subscription

What you see / should check:

• Embed health — is the widget live on the store (Active/Detected/Pending) → Open theme editor, Open live storefront buttons
• AI test readiness — checks whether Order lookup / Cart context / Knowledge / Language match / Publishable key are ready (Ready/Pending)
• Monthly quota reached — warns when the quota is full
• Shortcuts: Open inbox, Open the storefront for a final check
• Good to know: Widget settings are versioned — rollback available from Settings

4 tabs: Persona · Avatar · Voice · Brain Top of the page has Save (draft) and Publish (goes live) — "Save keeps a draft; Publish takes it live." On the right, a Live preview — type a test reply ("Type to test a reply…")

4.1 Persona (who the character is)

• Character name — the name
• First greeting — the first line said
• Speaking style — tone of voice
• Language — main language
• AI instructions — who this character is — the prompt describing the characterExample placeholder: "You are …, the AI character for this store. Be warm and helpful."

4.2 Avatar (looks)

• Model preset — pick a ready-made Live2D model
• Create or upload an avatar — start from a single photo (Instant Avatar, see below), or upload your own Live2D rig⚠️ Custom model upload = Pro / Studio only (Free/Starter see an upgrade prompt)
• Filter avatars — search by name/gender/country

Instant Avatar — turn one still character picture into a talking, blinking avatar, no Live2D rig needed. 4 steps:

1. 1
   Upload — one character illustration/portrait
2. 2
   Frame — mark both eyes and the mouth on the picture (drag to place the 3 markers)
3. 3
   Generate — Saytu redraws only the marked eye/mouth areas into open/closed + speaking shapes; everything outside the markers stays exactly your original picture, so the character still looks like itself
4. 4
   Test & tune — preview it blink + lip-sync, with checks shown as badges (looks the same · eyes actually close · mouth actually opens); rerun a redraw if a part looks off

The finished avatar is handed straight back to the character you started from. ⚠️ Instant Avatar = paid feature (Starter and up) — Free sees an upgrade prompt. Each plan includes a set number of generations per month (1 generation = 1 full run or 1 redraw); see Billing for your plan's amount

• Framing: Drag to position / Offset X / Offset Y / Scale (drag to move, scroll to zoom, double-click to reset)
• Toggles: Auto blink, Idle motion (moves when idle), Chibi form, Shadow (drop shadow under the character)
• Preview FPS — preview frame rate

4.3 Voice

• Voice — pick a voice + preview
• ⚠️ natural voice (Cartesia) has a monthly minutes quota (see Billing) — once used up, falls back to text; browser voice is free and unlimited

4.4 Brain (AI behavior)

• Brain runtime / Runtime model — the model in use
• Creativity (temperature) — higher = more creative/loose, lower = more precise/consistent
• Max reply length (tokens) — caps how long replies can be

4 tabs: Appearance · Placement · Content · Proactive + a Usage limits section Main toggle: Display chatbox on your store (turns the widget on/off)

5.1 Appearance (chatbox look)

• Look — overall style
• Colour — theme color
• Launcher + Launcher icon — the floating button that opens chat + its icon
• Button size — size of the button
• Open / close animation — open/close animation
• Pulse the launcher — makes the button pulse to draw attention
• Subtitles under avatar — shows only the latest line as a subtitle under the character (like movie subtitles)
• ⚠️ the "Powered by Saytu" badge can only be removed on Pro+

5.2 Placement (position + which pages it shows on)

• Position — which corner it sits in
• Offset X (px) / Offset Y (px) — nudge its position
• Mobile — separate settings for mobile
• Hide on specific pages — hide on certain pages (enter one path per line, e.g. /checkout)Shown by default on: product, collection, policy, cart pages

5.3 Content (copy)

• Show a greeting bubble + Greeting text — the greeting bubble
• Welcome heading / Welcome subtext — heading + subline on the chat's home screen
• Home style / Show a home screen — whether to show a home screen before entering the chat
• Shortcuts — quick-question chips under the greeting (1 question per line)e.g. "What is in my cart?", "Do you ship internationally?"
• Input placeholder — faint placeholder text in the input, e.g. "Ask me about sizing, orders, or anything in the store."

5.4 Proactive + Capabilities

• Greet visitors automatically — greets customers on its own when they land on a page
• Capabilities (turn reply abilities on/off):
  • Order tracking — looks up orders (requires an order number + email)
  • Cart summary replies — summarizes the cart when asked
  • Product cards — shows product cards in replies
  • Contact form — shows a contact form when asked about returns/refunds

Usage limits (control quota/cost)

• Max AI replies per conversation (per day) — caps replies per conversation/day
• Monthly AI-reply cap — a monthly ceiling (leave blank = use the plan's quota, prevents burning through overage)
• Message shown at the limit — the message shown once the limit is hit (leave blank = uses the built-in message)

4 tabs: Overview · Shopify Knowledge · FAQs · Custom knowledge Test AI button — ask questions like a customer to check the AI is pulling the right knowledge

6.1 Overview

• Training data health / Test readiness — health of the data the AI uses
• Runtime context (what the AI pulls in on every reply): Order lookup · Product lookup · Cart context · Persona & answer rules · Safety boundaries
• User does: ask questions in the tester to confirm answers come from real knowledge

6.2 Shopify Knowledge (auto-sync)

• Pulled automatically: products (auto-synced + product webhooks), Pages, Policies, Collections, Discounts
• User does: barely anything — just confirm it's synced (products update themselves via webhook)

6.3 FAQs (questions you set yourself)

• Add knowledge → enter a question + answer + categoryExample: Q "Do you ship internationally?" / A "Yes — worldwide, 5–10 business days…"
• Include this FAQ / Use in AI — per-item toggle (off = paused, not deleted)
• FAQ queue — AI helps draft FAQs from repeated questions → click approve to start answering instantly/consistently
• Search with Search FAQs
• ⚠️ Starter is capped at 10 FAQs, Pro/Studio unlimited

6.4 Custom knowledge (knowledge you add yourself)

• Add page — enter a Page address (a storefront URL, e.g. https://your-store.com/pages/…) for the AI to read
• Add note — type information directly, e.g. "Preorders ship in 4–6 weeks. 50% deposit up front…"
• Use in AI — per-item toggle / can be permanently deleted (delete = AI stops using it immediately; to pause instead, turn the toggle off)
• Search with Search notes
• ⚠️ Custom knowledge = Pro / Studio only (unlimited)

Left list:

• Search conversations (name/message)
• Status filters: Needs human, Resolved, Blocked
• Refresh inbox

Open conversation:

• Read the full thread
• Reply as staff — type a reply yourself instead of the AI (human handoff)
• Add internal note — internal note visible only to the team, never the customer
• Tags / Add a tag — tag it
• Assign this conversation — assign it to a teammate
• Manage: Close conversation (can reopen), Delete conversation, multi-select to clear several

Customer panel (right):

• Customer / Verified customer — identity verification status
• Recent order — most recent order
• Cart snapshot — current cart
• Runtime context — the data the AI used to answer this thread

Key numbers:

• Conversations — number of conversations (Started / closed)
• AI replies — number of AI replies
• AI resolved / AI handled — % the AI closed out on its own
• Handoffs to staff — how many times handed off to a person
• Verified order lookups — successful order lookups
• Proactive prompt shown — how many proactive greetings fired
• Recent events — timeline of events (Show all / fewer)
• Compares the last 3 days vs the first 3 days of the window

User does: view Current plan, usage → Change plan / Plans & pricing → Refresh

Plan table (source: lib/plans.ts):

Details:

• Free = a fallback, not a purchasable plan. Quota runs out → pauses + prompts an upgrade, no overage pack
• Voice runs out → falls back to text (browser voice is free)
• 1 AI reply = 1 customer message + 1 AI reply
• Billing history (Shopify charges) + Usage history are viewable in the tab; daily volume lives in Analytics

4 tabs: General · Team & account · Privacy & retention · Notifications (Billing is its own separate view)

General

• Storefront widget — on/off + overall widget settings

Team & account

• Store account — store account info + Install details (App URL, Publishable key)
• Staff roles and seats — manage the team + permissions (role changes require confirmation)
• Shopify permissions (Scopes) — what Saytu is allowed to access
• Support & legal — help/legal links

Privacy & retention

• Data retention — how long data is kept + Auto-anonymize after retention
• Anonymize now — strip PII immediately
• Export data — download data
• Delete all data — delete everything (warning: permanent)

Notifications

• Notification email — email that receives alerts
• Handoff emails — alerts when a conversation needs a human
• Embed health alerts — alerts when the widget goes down/doesn't show

Included on every plan, no upgrade needed:

• Order & preorder lookup — check order/preorder status (requires an order number + email)
• PDP embed — character embedded on the product page
• Cart recovery — proactive nudges to prevent cart abandonment
• 30+ languages, auto-detected — replies in whatever language the customer types
• Safety fallback + human handoff — AI hands off to a person when unsure

Contact Support: through the in-app channel (Pro/Studio get priority support)