DigitalGenius Chat Features

The Genius Chat widget is packed with features designed to give your customers
the best possible experience — from the moment the widget opens to the
post-conversation survey.

Home Screen

Direct customers onto the right path from the moment the widget opens —
with popular questions, featured products, and (on Shopify) the current
product, order tracking, cart promotions, and buy-it-again.

See the Home Screen
documentation for full details.

Carousels

Present customers with highly customisable carousels. Cards support images,
titles, descriptions, and buttons — including product variant selection and
multi-select, where the customer can pick several cards before confirming.

Add to cart

Product carousels can include an Add to cart button so customers can add an
item — or a selected variant and size — to their cart without leaving the chat.
When a product comes in several sizes, the customer picks one before adding it.
A confirmation banner appears once the item is added.

Add to cart works automatically on Shopify stores, and can be set up for other platforms. See the
Add to Cart documentation.

Chat Campaigns

Campaigns let you reach customers with timely, targeted
messages powered by real-time triggers and smart segmentation — reducing cart
abandonment, increasing conversions, and unlocking upsell opportunities. See
the Campaigns documentation for full details.

Product Comparison

Compare two or three products side by side, with products as columns and
attributes such as material, fit or availability as rows.

See the Product Comparison
documentation.

Quick Replies

Prompt customers with button options, guiding them to the most relevant help
in a single tap.

Pre Chat Form

Optionally capture the customer's details before the conversation begins.
Each field can be mandatory or optional, with customisable validation.

In Chat Forms

Request information from customers during the conversation — from a simple
contact details form to multi-step forms mixing free text and dropdown
fields, with a summary card echoing the submission back into the chat.

Lists

Let customers select from a list of options — single tap, or multi-select
with a confirm step.

Calendar

Allow customers to select dates and date ranges directly inside the widget.

Order Tracker

Show customers the status of their order without leaving the chat: a rich
message with the ordered products, and a detail popup with tabs for order
status and ordered items.

Return Overdue

When an order is past its return window, show a summary card with the order
number, date, total and product images, alongside an explanation of the return
deadline.

See the Return Overdue
documentation.

Video

Share videos from YouTube, Vimeo or Dailymotion as a thumbnail with a play
button. Clicking it opens the video on its original platform.

See the Video documentation.

File Upload

Customers can upload single or multiple files by clicking the upload icon or
dragging and dropping files into the widget, with image previews shown in the
conversation.

Signature

Ask customers to draw a signature — to authorise a return, for example — in a
modal in the centre of the widget. The signature is added to the conversation
as an image attachment.

Sign in

Ask customers to sign in on the merchant's own Shopify login page so the flow
can identify them without collecting an order number and email. After signing
in they are returned to the same page, with the conversation intact.

See the Sign in documentation.

CSAT

Collect a satisfaction score and optional comments. When the flow or an agent
asks for feedback, the survey appears inline in the conversation and the score
the customer gives is shown as a message. When the customer ends the chat
themselves, the survey appears over the conversation.

Select dropdown

Offer a compact single-select dropdown inside a message, ideal for longer
option sets where a list would take up too much space.

Proactive Buttons

Proactive Buttons can be triggered anywhere on your site to prompt customers
with contextual questions — for example, when an item is sold out.

Tab Syncing

Conversations sync between multiple tabs, and survive page reloads — the
customer can navigate your site mid-conversation without losing their place,
right down to an in-progress form or survey.

Agent Handover

Hand customers over to a live agent, with their position in the queue
displayed while they wait and notifications when an agent joins or leaves.
Agents see the full conversation history and everything the customer has
already provided, so the customer never has to repeat themselves.

Helpdesks

We currently support handover to the following helpdesks:

• Salesforce
• Dixa
• Oracle
• Freshchat
• Sunshine Conversations
• Kustomer
• Gorgias
• Gladly