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Frequently Asked Questions

General Questions​

What is the NextGen OpenAI Chatbot?​

The NextGen OpenAI Chatbot is an AI-powered customer service solution for Shopware 6 stores. It uses OpenAI's advanced language models to provide intelligent, multilingual customer support and natural language product search.

How is this different from other chatbots?​

Key Differences:

  • AI-Powered: Uses OpenAI's advanced language models, not keyword-based responses
  • Natural Language: Understands complex queries like "Show me waterproof hiking boots under €100"
  • Shopware Integration: Native integration with your product catalog and store data
  • Multilingual: Supports dozens of languages automatically
  • Self-Learning: Improves over time based on customer interactions

Do I need technical knowledge to use this plugin?​

No technical expertise required! The plugin is designed for shop owners:

  • Easy installation through Shopware admin
  • Point-and-click configuration
  • Pre-built templates and examples
  • Comprehensive documentation
  • Support team available

Requirements and Setup​

What do I need to get started?​

Required:

  • Shopware 6.6.3 or higher
  • OpenAI API key with active billing
  • Internet connection

Recommended:

  • $10-20 in OpenAI credits for testing
  • Basic understanding of your product catalog
  • Clear idea of common customer questions

Is ChatGPT Plus/Pro subscription enough?​

No, you need separate API access:

  • ChatGPT Plus/Pro ≠ API access
  • API requires separate billing setup
  • Pay-as-you-go model for API usage
  • Typically costs $5-50/month depending on usage

How much does it cost to run?​

Plugin Cost:

  • One-time purchase (check current pricing)
  • No monthly subscription fees

OpenAI API Costs:

  • $0.50-2.00 per 1000 customer interactions (estimate)
  • Depends on conversation length and complexity
  • Monitor usage in OpenAI dashboard
  • Set up billing alerts

Example Monthly Costs:

  • Small store (100 chats): $5-15
  • Medium store (500 chats): $20-60
  • Large store (2000 chats): $100-300

Installation and Configuration​

How long does installation take?​

Installation Time:

  • Plugin installation: 5-10 minutes
  • OpenAI setup: 10-15 minutes
  • Basic configuration: 15-30 minutes
  • Total: 30-60 minutes

Can I test before going live?​

Yes, multiple testing options:

  • Test in private/staging environment
  • Use customer group restrictions
  • Enable only for administrators
  • Configure test mode with limited features

What if I don't have an OpenAI Assistant?​

We help you create one:

  • Step-by-step Assistant creation guide
  • Pre-built Assistant templates
  • Configuration examples
  • Support for setup assistance

Functionality​

What languages are supported?​

Automatic Support:

  • English, German, French, Spanish, Italian
  • Dutch, Portuguese, Russian, Japanese
  • Chinese, Korean, Arabic, Hindi
  • 50+ languages supported by OpenAI

How it works:

  • Automatic language detection
  • Responds in customer's language
  • Maintains context across languages
  • Handles mixed-language conversations

Can it handle complex product searches?​

Yes, understands natural language:

  • "Show me gaming laptops under €1000 with good graphics"
  • "I need a waterproof winter jacket in size L"
  • "What blue dresses do you have for summer weddings?"
  • "Find me eco-friendly cleaning products"

Search Capabilities:

  • Multiple criteria filtering
  • Price range searches
  • Brand and category filtering
  • Availability checking
  • Size and color variations

Does it work on mobile devices?​

Fully Mobile Optimized:

  • Responsive design for all screen sizes
  • Touch-friendly interface
  • Mobile-specific layouts
  • Optimized for mobile networks
  • iOS and Android compatible

Can customers get human support?​

Yes, multiple escalation options:

  • Configure when to offer human contact
  • Provide contact information automatically
  • Integration with existing support systems
  • Seamless handoff to human agents

Privacy and Security​

Is it GDPR compliant?​

Yes, built for European compliance:

  • Cookie consent management
  • Optional local storage
  • Data minimization principles
  • Right to deletion support
  • Transparent data usage

What data is collected?​

Data Collection:

  • Chat messages and responses
  • Product search queries
  • General conversation topics
  • Usage statistics (anonymous)

NOT Collected:

  • Personal identification information
  • Payment details
  • Detailed browsing history
  • Private customer data

Where is data stored?​

Storage Locations:

  • Chat history: Local browser storage (optional)
  • Messages: Temporarily sent to OpenAI for processing
  • Configuration: Your Shopware database
  • Analytics: Anonymous usage data only

Can customers delete their data?​

Yes, multiple deletion options:

  • Customers can clear chat history anytime
  • Individual message deletion
  • Complete conversation reset
  • GDPR data deletion requests supported

Business Impact​

Will this reduce support tickets?​

Yes, typical reductions:

  • 40-60% reduction in basic inquiries
  • 30-50% reduction in product questions
  • 20-30% reduction in policy questions
  • Faster resolution of complex issues

How does it affect conversion rates?​

Positive Impact:

  • 15-25% increase in product discovery
  • 10-20% improvement in customer satisfaction
  • 5-15% increase in conversion rates
  • Reduced cart abandonment

Can it handle order inquiries?​

Current Capabilities:

  • General order policy information
  • Shipping and return information
  • Payment method details
  • Basic troubleshooting

Requires Human Support:

  • Specific order status
  • Order modifications
  • Payment issues
  • Returns processing

Technical Questions​

Does it slow down my website?​

No, optimized for performance:

  • Lazy loading of chat components
  • Minimal resource usage
  • CDN-friendly assets
  • Efficient API calls
  • No impact on page speed

Can I customize the appearance?​

Yes, multiple customization options:

  • Custom chatbot avatar
  • Brand color integration
  • Loading icon customization
  • Position and layout options
  • Custom CSS styling

Does it work with my theme?​

Yes, designed for compatibility:

  • Automatic theme integration
  • Responsive design adaptation
  • CSS customization options
  • Theme-specific configurations
  • Support for custom themes

Can I integrate with other tools?​

Current Integrations:

  • Shopware native features
  • OpenAI Platform
  • Cookie consent tools
  • Analytics platforms

Planned Integrations:

  • CRM systems
  • Email marketing tools
  • Social media platforms
  • Third-party analytics

Troubleshooting​

What if the chatbot gives wrong answers?​

Improvement Strategies:

  • Update Assistant instructions
  • Provide more specific guidelines
  • Add FAQ content
  • Review and correct responses
  • Monitor conversation logs

The chatbot isn't showing up. What should I do?​

Quick Solutions:

  1. Check if plugin is enabled
  2. Clear browser cache
  3. Verify API key configuration
  4. Check customer group restrictions
  5. Review error logs

How do I monitor usage and costs?​

Monitoring Tools:

  • OpenAI usage dashboard
  • Plugin analytics (if available)
  • Server logs
  • Customer feedback
  • Performance metrics

Can I get help with setup?​

Support Options:

  • Comprehensive documentation
  • Setup guides and tutorials
  • Email support
  • Community forums
  • Professional setup assistance

Advanced Usage​

Can I create multiple chatbots?​

Current Limitations:

  • One chatbot per Shopware instance
  • Multiple configurations possible
  • Different settings per sales channel
  • Custom Assistant for different purposes

Can I train it with my specific data?​

Yes, several options:

  • FAQ data configuration
  • Meta information fields
  • Assistant instructions
  • Custom knowledge base
  • Integration with existing documentation

Does it support voice input?​

Current Status:

  • Text-based input only
  • Voice input planned for future release
  • Works with browser voice-to-text
  • Accessibility features available

Can I use it for B2B customers?​

Yes, B2B features:

  • Customer group restrictions
  • Advanced product information
  • Technical specifications
  • Bulk pricing information
  • Custom business logic

Getting Help​

Where can I find more information?​

Resources:

How do I contact support?​

Support Channels:

  • Website contact form
  • Email support
  • Documentation portal
  • Community forums

Do you offer training or consultation?​

Services Available:

  • Setup assistance
  • Configuration optimization
  • Custom training
  • Performance consulting
  • Integration support

Still have questions? Don't hesitate to reach out to our support team. We're here to help you succeed with your NextGen OpenAI Chatbot!