Commerce

Products, orders, services, appointments, and billing — all integrated with your AI assistant.

Overview

InnConnect’s Commerce module extends the AI chat experience into transactional territory. Customers browsing your chat widget can discover products, place orders, and book appointments — all within the same conversation, without leaving your website.

Commerce features are tightly integrated with the AI: the assistant is aware of your product catalog, can answer pricing and availability questions, suggest products based on customer needs, and guide customers through the booking process conversationally.

Per-site isolation: All Commerce features are configured and managed per site. A single InnConnect account can have multiple sites, each with its own independent product catalog, order history, and appointment calendar. Data from one site is never visible to customers or agents of another site.

Products

Maintain a catalog with categories, pricing, and stock tracking. The AI references products directly in chat responses.

Orders

Track customer orders from placement to delivery. View history, update statuses, and manage the full order lifecycle from the admin panel.

Services

Define bookable service types with duration, pricing, and buffer time between appointments.

Appointments

Let customers book time slots via the chat widget. Manage availability, confirmations, rescheduling, and cancellations.

Credits & Billing

Credit-based platform billing. Purchase credit packages, track consumption, and download invoices.

Products

The product catalog is managed per site from Commerce → Products in the admin panel. Products can be organised into categories, given pricing, and enriched with descriptions that the AI uses when answering customer questions.

Dashboard statistics

The product overview page displays five summary statistics at the top:

Stat	Description
Total	Total number of products in the catalog for the current site.
Active	Products currently active and visible to customers through the chat widget.
In stock	Products with tracked inventory that have available stock.
Out of stock	Products with tracked inventory that have zero stock remaining.
Categories	Total number of product categories defined for this site.

Product fields

Each product record consists of the following fields:

Field	Required	Description
Name	Yes	Product name displayed to customers in chat and in the admin panel.
Description	Yes	Full product description. The AI uses this to answer product questions — write it as if explaining the product to a customer.
Category	Yes	Organisational category. Products are browsed by category in the admin sidebar and the AI uses categories for additional context.
Price	Yes	Base price in EUR. Displayed in chat and on order detail pages.
Stock status	—	Inventory tracking with In stock, Out of stock, and Low stock indicators. Can be disabled if inventory tracking is not needed.
Active	—	Toggle. Inactive products are hidden from the chat widget and excluded from the AI context.

Product variants

Products can have multiple variants (e.g. sizes, colours). Each variant can override the parent product's price and stock level.

Field	Description
Variant Name	Label for the variant (e.g. "Large", "Red", "Deluxe").
SKU	Optional unique stock keeping unit code for the variant.
Price	Optional override price. If empty, the parent product's price is used.
Stock	Separate stock tracking per variant.
Options	Key-value pairs describing the variant attributes (e.g. colour: red, size: XL).

Category management

Categories are managed from the sidebar on the Products page. You can create new categories, and filter the product listing by selecting a category. Each category shows the number of products it contains.

AI integration

Active products are automatically included in the AI’s context window. When a customer asks about a product — its price, features, availability — the AI retrieves the relevant product information and responds accurately, without requiring a separate Knowledge Base article for each product.

Tip: Write product descriptions in natural language, the way you would explain the product to a customer in person. The AI performs best when descriptions are conversational rather than technical or keyword-stuffed.

Screenshot: Product catalog in admin panel with category sidebar and statistics

Orders

Orders are created when a customer completes a purchase through the chat widget. The full order lifecycle is managed from Commerce → Orders in the admin panel.

Status tabs

The order overview page provides filter tabs to quickly narrow down orders by their current status:

Tab	Description
All	All orders regardless of status.
Pending	Orders placed but awaiting payment confirmation.
Confirmed	Payment received and order confirmed with the customer.
Processing	Order is being prepared or fulfilled.
Shipped	Order has been dispatched to the customer.
Delivered	Order fulfilled and delivered to the customer.
Cancelled	Order cancelled by customer or agent.

Dashboard statistics

Four summary cards appear at the top of the orders page:

Stat	Description
Pending	Number of orders awaiting payment confirmation.
Confirmed	Number of confirmed orders ready for processing.
Processing	Number of orders currently being prepared or fulfilled.
Total today	Total number of orders received today across all statuses.

Order lifecycle

Orders move through a defined set of statuses. Agents can advance the status manually from the order detail page. An order can be cancelled at any point before delivery.

Status	Description	Next states
Pending	Order placed, awaiting payment confirmation.	Confirmed, Cancelled
Confirmed	Payment received, order confirmed with the customer.	Processing, Cancelled
Processing	Order is being prepared or fulfilled.	Shipped, Cancelled
Shipped	Order has been dispatched to the customer.	Delivered, Cancelled
Delivered	Order fulfilled and delivered to the customer.	—
Cancelled	Order cancelled by customer or agent before delivery.	—

Each order record includes the customer identity (if provided), the originating chat session, line items with individual pricing, totals, and a full audit trail of every status change with timestamps and the acting user.

Cancellation at any point: An order can be cancelled at any stage of the workflow — from Pending through to Shipped. Once an order reaches Delivered status, it can no longer be cancelled from the admin panel.

Screenshot: Order overview page with status tabs and statistics

Services

Services represent bookable offerings that customers can schedule through the chat widget. They are managed from Commerce → Services in the admin panel.

Field	Required	Description
Name	Yes	Service name displayed in the booking flow and admin panel (e.g. "Consultation", "Product demo").
Description	No	Internal description of the service. Helps agents and the AI understand what the service involves.
Duration (minutes)	Yes	Length of the appointment in minutes. Determines the size of each booking slot.
Price (EUR)	No	Price per appointment in EUR. Optional — leave empty for free services.
Buffer time (minutes)	No	Minimum gap between consecutive appointments to allow for preparation or transition. Set to 0 for back-to-back bookings.
Status	—	Active or Inactive. Inactive services are hidden from the booking flow and cannot be booked by customers.

Buffer time explained: If a service has a 30-minute duration and a 10-minute buffer, the next available slot will start 40 minutes after the previous booking begins. This ensures agents have time to wrap up notes, prepare for the next appointment, or take a break between sessions.

Screenshot: Services management page with duration, price, and buffer columns

Appointments

Appointments are created when a customer books a service through the chat widget. The full appointment lifecycle is managed from Commerce → Appointments in the admin panel.

Status tabs

The appointment overview page provides filter tabs to quickly narrow down appointments by their current status:

Tab	Description
All	All appointments regardless of status.
Pending	Customer has requested a time slot, awaiting agent confirmation.
Confirmed	Agent has confirmed the appointment. Customer receives a confirmation notification.
Rescheduled	Appointment has been moved to a different date or time by the agent or customer.
Completed	Appointment has taken place.
Cancelled	Cancelled by the customer or agent before the scheduled time.
No-show	Customer did not attend the appointment without cancelling in advance.

Dashboard statistics

Four summary cards appear at the top of the appointments page:

Stat	Description
Pending	Number of appointment requests awaiting confirmation.
Confirmed upcoming	Number of confirmed appointments scheduled for the future.
Today	Number of appointments scheduled for today.
Total this week	Total number of appointments across all statuses for the current week.

Booking calendar

Appointments are displayed in a calendar view that provides a visual overview of upcoming bookings. Agents can click on any appointment to view its details, update its status, or reschedule it.

Screenshot: Appointment calendar view with status badges

Credits & Billing

InnConnect uses a credit-based billing model for AI operations on the platform. Every AI operation — chat responses, KB Wizard research, embedding generation — consumes credits from your account balance.

Current balance

Your current credit balance is displayed prominently at the top of the Credits page. The balance card changes colour depending on your remaining credits: the standard brand colour when healthy, and red when the balance drops below 50 credits as a visual warning.

Low balance warning: When your balance drops below 50 credits, the balance card turns red and a warning message appears. An automatic notification is also sent to all admin users. Purchase additional credits promptly to avoid service interruption.

Credit packages

Credits are purchased from the Credits page in the admin panel. InnConnect offers three predefined credit packages at different price points:

Detail	Description
Three tiers	Basic, Popular, and Premium packages with increasing credit amounts. The per-credit price decreases as the package size increases.
Per-credit pricing	Each package displays the total price, the number of credits included, and the calculated price per credit for easy comparison.
Popular badge	The recommended package is highlighted with a "Most Popular" badge and a prominent ring border.

Purchasing credits

Credits are purchased from the Credits page in the admin panel. Payment is handled securely — no card details are stored on InnConnect servers.

Navigate to Credits in the sidebar.
Select a credit package.
Click Purchase. You are redirected to Stripe Checkout.
Complete payment. Credits are added to your account automatically via Stripe webhook.
You are redirected back to InnConnect with a confirmation.

Transaction history

The transaction history table shows a complete log of all credit movements on your account:

Column	Description
Date	Date and time the transaction occurred.
Description	Human-readable description of the transaction (e.g. "Credit purchase — Popular package", "KB Wizard research").
Type	Either debit (credits consumed by an operation) or credit (credits added by a purchase).
Amount	Number of credits added (positive, green) or consumed (negative, red).

What consumes credits

Operation	Credit cost
Chat messages	5 credits per AI response
KB Wizard: Research	15 credits per research session
KB Wizard: Topic generation	10 credits per topic generation
KB Wizard: Article generation	5 credits per article

Zero balance behaviour: When credits are exhausted, the AI assistant stops generating responses. All incoming customer messages are immediately escalated to human agents. Ensure your team is aware and prepared to handle increased volume when credits run low.

Screenshot: Credits purchase page with balance card and package selection

Invoices

Every credit purchase generates an invoice automatically. Invoices are available for download from Credits → Invoices in the admin panel.

Detail	Description
Invoice number	Sequential identifier for accounting reference.
Date	Date of the credit purchase.
Amount	Total amount charged, including applicable taxes.
VAT details	VAT breakdown for EU businesses. Includes your VAT number if configured in tenant settings.
Credits purchased	Number of credits added to your account by this purchase.
PDF download	One-click download of the invoice in PDF format, ready for your accounting records.

VAT configuration: To include your company’s VAT number on invoices, update your billing details in Settings → Billing. This ensures invoices contain all details required for VAT reclaim within the EU.

Screenshot: Invoice list with download buttons