Settings, Products tells the desk what you sell.
What you sell:
Each product has five columns:
- Product name
- Short code, which is how the product is named in your sales and license data. If you are not sure, use the name in lower case with dashes
- What it is, in one line
- Price
- Page address
The short code drives triage and your reports. The other three are what support is allowed to say about a product. With them filled in, a customer who asks what is this, what does it cost or where do I read about it gets a real answer and a link they can open. Someone whose problem one of your other products solves is told so in one short sentence with the address, after the answer. Never to somebody who is stuck or upset, never twice, and never with a price. Leave the table empty and the AI will not guess a product at all.
About the price:
Write it however you say it on the page, for example $47 one time, $27 a month, free or in the bundle. A price line can hold a whole sentence, so a product with several tiers or a guarantee can be described in full. Support says exactly what you wrote and never invents a price. It never tells a customer what they themselves have paid or are owed. That is yours alone.
Finding your products quickly:
Products the desk found lists products from your Knowledge Base, from every ResultsAiX plugin installed on the site, and from your sales, newest sale first, with test mode orders left out. Click one to add it, or add a whole group with Add all of these.
Paste a whole list:
Paste one product a line, with the page address and the price after a | sign, in either order. A product already on the list is updated rather than added twice, so you can paste the names and addresses now and the prices later.
Prices from your licence server:
If you sell through a ResultsAiX licence server, put its address on the Integrations tab. Then paste your Export token and press Get My Prices to bring every price in, and press it again whenever a price changes. Only the price is taken. Your names, one line descriptions and page addresses stay exactly as you wrote them. The export token is a separate token from your licensing token, made on the licence server under Settings, Export API.
Other addresses people ask for:
Add anything that is not a product but gets asked for by name: your members area, your bundle, your refund policy, your affiliate page, your support hours. Give each a name people would use and an address. Support hands them out in full when somebody asks.
Let support read those pages:
The address tells the desk where to send somebody. Reading the page tells it what the product actually does, so it can answer questions about it on its own. Under Let support read those pages, one button reads every page you have named into your knowledge base. Each is read again every day, so a page you rewrite keeps support up to date by itself. Save the screen first if you have just typed an address.