How to Use Smartsupp to Recommend Products With Mira AI

The short answer: if your shop already publishes a Google Merchant or Heuréka product feed, Mira can recommend from it as soon as you paste the feed's URL, and 400 AI conversations a month cost $64 a month on annual billing, at $16 per 100, per the FAQ on Smartsupp's pricing page (checked on 26 October 2026). The steps: add the feed and check its tags, scrape your shipping and returns pages, write the answers that must be exact, set the persona and how hard Mira sells, decide handover, test in the Playground, publish for offline hours only, then correct Mira from the inbox.

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Check before you start:

1. Which sessions Mira will see. Every visitor session Mira replies to is a conversation, and a returning visitor's new session counts again (pricing FAQ). For example, 20 chats a day is 20 x 30 = 600 a month if Mira answers all of them, 6 x $16 = $96 at the annual rate; if 8 of the 20 arrive outside office hours, offline-only use is 8 x 30 = 240, and 300 conversations cost 3 x $16 = $48.
2. The feed and pages you already have. The XML feed your shop sends to shopping ads, plus up to 20 site pages for policies, is Mira's whole knowledge on day one (training article). Then pick the 30 questions your team answers most: that is the size of the custom-answer list.
3. A baseline. Count the chats your team handles in a normal week and how many end with a link to a product. After launch, the AI Assistants summary shows AI conversations, those resolved by AI, those escalated to a person and products offered, over 30 days.

What you need

• A Smartsupp account on any plan, the Free one included. Mira is a paid add-on and needs no plan upgrade, per the Mira introduction.
• Your product feed's URL, in Heuréka or Google Merchant XML format.
• Access to your server's firewall settings, if it restricts incoming connections.

Step 1: Connect the product feed

Click the magic wand icon to open the Mira AI section, go to Knowledge base > Products and click Add. Name the source, paste the full feed URL and choose how often it refreshes: every week, every day or every 12 hours. Smartsupp detects whether it is a Google or Heuréka feed by itself, per the feed article.

Two warnings from that article. A product missing any mandatory tag is skipped from Mira's index, so it never appears in a recommendation. And if your server only accepts listed addresses, allow Smartsupp's feed fetchers, 94.130.187.58 and 188.245.65.74 on 26 October 2026, or the feed never downloads; the feed article warns the addresses can change.

Step 2: Add the pages behind the policy questions

Under Knowledge base, add a Web scrape source. Scan important pages lets Mira pick the key pages from your site; Scan a single page takes only the address you give it. Point it at shipping, returns, payment and contact pages, since the scrape is for those and not for product details (Mira introduction). Anything not on your site yet, such as a holiday delivery cut-off, goes into Text content.

Step 3: Write the answers that must be exact

Open Knowledge base > Custom responses and click + Add. You get up to 30 question-and-answer pairs per Mira, and they always win over the scrape and the feed, per the training article. Write complete answers from the start: Mira treats them as guidance and ignores test answers.

Step 4: Set the persona

In the Persona tab, four sliders set tone of voice, talkativeness, confidence and emoji use, and the Identity settings give Mira a name, avatar and role. Under that name, Smartsupp prints a small AI Assistant label that you cannot rename or remove (Mira introduction). That label is Smartsupp's answer to Article 50 of the EU AI Act, which from 2 August 2026 wants people told when they are dealing with an AI system (consolidated text on EUR-Lex; the LiveAgent entry has the detail). A human first name and a staff photo work against it, so keep the persona plainly a bot.

Step 5: Choose how hard Mira sells, and check the prices

Knowledge base > Products holds the recommendation level: No recommendation, Curated recommendation, which suggests products only when relevant, or Engaging recommendation, which is preselected as soon as a feed is added (product cards article). Show product prices is on by default, and the badge shows the feed's price exactly as written, currency included. Open five product cards in the Playground and compare each price with the product page before anything goes live.

Step 6: Decide the handover

Under Settings > Handover, choose Never handover to an operator, or Handover when convenient or on demand. Each agent also has a Contact form setting; the default, Before handover to an operator, lets Mira advise first and asks for contact details only when a person takes over (widget status article). Keep that default.

Step 7: Test in the Playground

This is the step where the agent works and a person judges it. Ask the Playground the questions shoppers ask: "which of these suits a beginner", "is this in stock", "what does delivery cost". Mira reads the feed and your pages, decides which products fit, and answers with product cards; the colleague who knows the catalogue marks every recommendation as right or wrong before you publish. Fix wrong answers with custom responses, then click Publish changes. The builder shows Published, Draft changes or Not published, so you can tell what visitors see.

Step 8: Publish for offline hours first

Go to Settings > Triggers settings > Scheduling. Smartsupp marks Anytime as recommended, which puts Mira in every chat, including the hours your team is online. Every one of those sessions draws on the monthly allowance Smartsupp sells in packs of 100, so the recommended setting is also the one that spends it fastest. Start with "When the chat box is offline, but Mira AI stays active": Mira answers at once when nobody is in, and your team keeps the daytime (widget status article).

Step 9: Correct Mira where it answers

When a reply misses, click Correct answer next to it in the conversation. You add the question and the better answer, and the pair goes straight into custom responses (training article). Once a week, compare the 30-day summary with your baseline: more escalations than before means a knowledge gap, not a busy week.

What Smartsupp's articles warn about

• An empty allowance stops Mira. A red alert appears beside Mira AI in the sidebar, and live chat carries on without it until the reset or a top-up, per the Mira introduction.
• Mira is website-only. It does not answer on Messenger, WhatsApp or email yet.
• The language follows the visitor. Mira replies in whatever language the shopper writes and cannot be locked to one.
• Thirty answers is the default ceiling. The training article says more custom responses are available on request.

What the free start settles

Building Mira costs nothing: setup includes 10 conversations with real visitors, and finishing the onboarding adds 25 more, per the pricing FAQ. That is enough for a Playground pass and a quiet evening of live chats. If the cards show the right products at the right prices, the add-on buys more of the same; if they do not, the fault is usually in the feed's tags or the policy pages, and both are fixed outside Smartsupp.

FAQ

Can Mira tell a shopper whether a product is in stock?

Yes, if your feed carries availability. The feed article says Mira uses the feed to recommend products, answer pricing questions and check availability.

Does Mira know which product page the shopper is on?

Yes. It reads the page URL, so "how big is this one?" on a product page needs no follow-up question; with no feed match it falls back to the scraped pages (Mira introduction).

Can I stop Mira from handing chats to my team?

Yes, choose Never handover to an operator under Settings > Handover. The Smartsupp glossary entry sets out the plans and the add-on price.