User Manual for Working with SmartiePal Software

Welcome to this basic guide that will walk you through what SmartiePal is, how it works, and what features it offers. This document summarizes the key information and will help you quickly navigate both the administration interface and the actual use of this AI service.

1. What SmartiePal Is and Why You Need It

SmartiePal is an intelligent AI tool designed to help you automate and improve customer support. It can process information from your website or from uploaded files and then answer your clients’ questions accordingly.

  • Simplified Communication: Thanks to its built-in AI, it can provide quick answers to frequently asked questions.
  • 24/7 Customer Support: It can run continuously, which benefits users seeking information outside regular business hours.
  • Combined Support Mode: SmartiePal lets you combine AI with human support, so you can use it as a fully automated system or simply as a helpful assistant in communication.

2. Main Components of SmartiePal

SmartiePal consists of three main parts that work together and complement each other:

2.1 SmartiePal Widget

This is a chat window (widget) displayed on your website. Clients use it to communicate with your AI assistant. The widget remembers chat history for one session; once the page is closed and reopened, the history is reset.

  • It starts as a circular icon (sometimes referred to as a “bubble”) with your logo or image. Clicking on it opens the chat window.
  • Once opened, the chat shows a title, optional subtitle, and a welcome message that you can customize.
  • The bottom of the chat window has an input field to enter questions and a button to send messages.
  • You can set up topics—predefined conversation sections (e.g., “Order Information,” “Terms and Conditions,” etc.).

2.2 Administration Console

The administration interface (available at www.smartiepal.com) is used to manage your account, create and configure assistants, and monitor questions and conversations.

  • Dashboard: Displays statistics on the number of assistants, questions, sessions, consumed tokens, and logs, including interactive graphs.
  • Messages: Shows recent conversations with clients; in paid plans, you can reply directly here via the admin console.
  • Assistants: Lists all your chat assistants, letting you create, edit, or delete them.
  • Knowledge Base: Allows you to add knowledge to your assistant via crawlers (web page crawling) or by uploading files.
  • Integration: Contains instructions for connecting to Telegram and the (web) mobile app. You can also find the HTML code to embed the SmartiePal widget on your site.
  • Human Mode: Settings for a human support mode, which can replace or supplement the AI mode, either manually or by a scheduler.
  • Scripts: Lets you define specific instructions for the AI assistant (conditional responses, advanced behaviors, etc.).
  • Operators: A list of users who can respond to incoming client questions in real time via the mobile app or Telegram.
  • Pricing and Billing: Manage subscriptions, packages, and invoices.
  • Account Settings: Profile data, password changes, or account deletion.

2.3 Mobile App

Allows operators (account owners or assigned users) to manage conversations from anywhere. Currently, a web-based version of the mobile app is available, and native Android/iOS apps will be available soon. After logging in, you can see unanswered questions, assigned questions, and a complete list of conversations.

  • If you reply to a message in the mobile app, the AI assistant will stop intervening in that conversation, and you fully take over.
  • You can customize notifications (unanswered only, assigned only, or all conversations).
  • Operators are managed in the Administration Console under Operators. To give an operator access to a specific assistant, go to Integration → SmartyPal App Users and assign the operator there. Only then will they see that assistant’s conversations in the app.

3. Creating an Account and Logging In

3.1 Registration

  1. Go to www.smartiepal.com and click “Sign In.”
  2. If you do not have an account yet, choose “Sign Up.”
  3. You can use Google for registration or fill in details (name, email, password).
  4. After completion, you will receive an activation email with a link to activate your account (if you did not choose Google).

3.2 Logging In and Forgotten Password

  1. Log in with your email (or Google account) and password.
  2. If you forget your password, use “Forgot password.” You will promptly receive an email with a link to reset it.

4. Creating and Managing Assistants

4.1 Creating a New Assistant

  1. In the Assistants section, click the “+” button.
  2. Fill in the Name, Description, and Title (the title is shown to users in the chat window).
  3. Click “Create.”

If you have reached the maximum number of assistants allowed by your plan, the system will alert you, preventing the creation of additional assistants.

4.2 Assistant Details and Configuration

  • Click “Detail” for the selected assistant to see detailed stats and configuration options.
  • In the Settings section, you can:
    • Change the widget’s design (logo/avatar, color scheme, window size, behavior when minimized/closed).
    • Set the AI model (e.g., GPT-4O or GPT-4O mini).
    • Adjust advanced widget behaviors (panel mode, open mode, or fully closed on minimize).
    • Enable and configure Google reCAPTCHA (v3 or Enterprise) to protect against misuse.
    • Provide global AI instructions (prompt “rules”) that determine how the assistant responds.
      • SmartiePal provides default “safe” instructions (limits on profanity, controversial topics, etc.), which you can keep or override.
    • Always click “Save and Apply” to ensure changes take effect on your live widget.
  • To activate an assistant on your site, click “Activate” so it goes into Running state. If you want to stop it from appearing, click “Stop.”

4.3 Knowledge Base

  • Crawlers: Scans the specified websites (domains) to build a knowledge database for your assistant.
    • By default, a crawler searches up to 5 link-levels deep for up to 30 minutes. If the crawler cannot finish within that time, partial data is saved.
  • Files: Upload PDFs, TXTs, DOCXs, and other supported formats so the assistant can learn from them (subject to your plan’s file-size and total-file limits).

4.4 Integration

  • HTML Code: In the assistant’s Settings, copy the generated code and embed it in your website (e.g., in index.html).
  • Client Identifier: For personalization, you can send a user ID to SmartiePal if your site includes user login functionality.

5. Combined Support Mode: AI + Humans

AI mode is enabled by default unless you manually turn it off or switch to human-only mode. SmartiePal also supports scheduling (turning AI on/off automatically) or blending AI with human operators. Below are the main approaches:

  1. AI-Only Mode: By default, if no human operators are online or if you have not enabled human support, the assistant answers everything using AI.
  2. Human-Only Mode: You can disable AI entirely in the assistant’s Settings (see the “radio button” for turning AI off). After saving, only human operators can respond to new queries.
  3. Scheduled/Combined Mode:
    • Go to Human Mode in the assistant’s detail view. You will see a “scheduler” interface.
    • You can type instructions to the scheduler (e.g., “Turn off AI on weekdays from 9 a.m. to 5 p.m.”). The system will store these instructions in a cron-like format.
    • If all operators go offline, you can optionally set the system to revert to AI automatically (or to display an “all offline” message).
    • Customize greetings or offline messages for when only human operators are available or all are offline.

When a human operator takes over a specific conversation, AI stops responding in that conversation.

6. Mobile App and Operator Work

SmartiePal provides a web-based “mobile app” (accessible from a browser on any device) to manage conversations on the go. Native Android/iOS apps will be released soon.

6.1 Logging In

  • An admin creates operator credentials in the Operators section of the administration console.
  • Operators must also be assigned to an assistant in Integration → SmartyPal App Users to see conversations for that assistant.
  • In the mobile/web app login form, operators enter:
    • Account ID (found in Settings within the admin console)
    • Login name
    • Password (generated or set in the Operators section)

6.2 App Interface

  • Unanswered: Lists all client questions that have not yet received a human or AI reply.
  • Assigned: Shows questions already assigned to you (the operator).
  • All: A complete list of all conversations you’re authorized to see.
  • Operators can set different notification levels (only unanswered, only assigned, or all).
  • You can also go offline in the app by switching to “Disconnected” or “Offline” in Settings. In that case, you will not receive new conversation notifications, and SmartiePal treats you as unavailable.

6.3 Communicating with Clients

  • Select a conversation to review its full chat history.
  • Click “Assign & Reply” (or similar) to take over the conversation. From that point, AI will no longer respond, and only you can handle that conversation.
  • Other operators cannot interfere once it’s assigned to you.
  • If all operators are offline, the widget can either show an offline message or switch back to AI mode (depending on your Human Mode settings).

7. Pricing and Billing

SmartiePal currently offers three monthly subscription plans. All can be purchased in USD, EUR, or CZK. Below are the base USD prices:

7.1 Free Plan

  • Monthly price: $0
  • Limits:
    • 1 assistant per account
    • Knowledge base from 1 crawled domain + 1 file (up to 1 MB in size)
    • 200 questions per month (any query to the assistant, whether answered by AI or human)
    • 100,000 tokens per month for AI responses (about ~100 questions with GPT-4O mini)
  • No mobile app, no Telegram integration, no human support mode, no Topics. Essentially, you only have a basic AI widget in automated mode.

7.2 Pro Plan

  • Monthly price: $26
  • Limits:
    • Up to 3 assistants
    • Knowledge base from 3 crawled domains
      • The crawler checks each domain for 30 minutes up to depth level 5.
    • Up to 10 MB total file uploads
    • 2,000 questions per month
    • 1 million tokens per month for AI responses
  • Features:
    • Export conversations to CSV or JSON (for analytics).
    • Google reCAPTCHA integration to prevent spam/misuse.
    • Mobile app (web version) + operator interface.
    • Up to 2 operators.
    • Telegram integration available.
    • Human support mode (manual or scheduled) is enabled.
    • Topics are enabled.

7.3 Enterprise Plan

  • Monthly price: $95
  • Limits:
    • Up to 10 assistants
    • Knowledge base from 10 crawled domains
      • Crawled up to depth level 5 for 30 minutes per domain.
    • Up to 100 MB total file uploads
    • 10,000 questions per month
    • 5 million tokens per month for AI responses
  • All Pro features, plus:
    • Increased capacity for assistants, knowledge sources, and monthly usage.
    • Recommended for larger-scale or higher-volume deployments.

7.4 Upgrades, Downgrades, and Cancellations

  • You can upgrade your plan at any time; the higher-tier subscription becomes effective immediately for the next 30-day billing cycle.
  • Downgrades require contacting SmartiePal Support (automatic downgrades are not currently supported).
  • To cancel your subscription and account, go to Account Settings and cancel or delete your account. Your subscription will end, and the assistant will stop working.
  • Payment Methods:
    • Primary method: PayPal (use your PayPal account or a credit/debit card via PayPal).
    • If PayPal is not suitable, contact us for a special bank-transfer arrangement.
  • VAT-ID: If you enter a valid VAT-ID, you will be billed as a company (reverse charge or standard company invoicing, depending on your location).
  • In case of any invoice discrepancies or questions, contact us as soon as possible, as changes to invoices can take time to process.
  • All invoices can be viewed and downloaded in the Billing section of the admin console.

8. Custom Plans & Dedicated Solutions

If our standard plans do not meet your needs, we also offer fully customizable plans with individually defined limits. Just contact us to discuss your requirements, and we will prepare a custom offer tailored to your preferences.

For clients who need maximum security, we can deploy a dedicated SmartiePal server with an exclusive AI model. We can also provide special discounts as part of these dedicated solutions. If you are interested, simply reach out to us, and we will send a personalized quote.

9. Support

For the three main packages (Free, Pro, Enterprise), we provide only limited support by default. However, Pro and Enterprise users benefit from faster bug fixing and assistance with website integration and initial assistant setup.

If you want a higher level of care—such as dedicated support—please contact us. We can provide a custom support package starting at $200 USD/month. This package can include creating the knowledge base for your assistant, managing settings, and more. Simply reach out to discuss your requirements, and we will send you a price offer.

10. Tips for Integration and Expansion

  • Personalization: Send a unique user identifier to SmartiePal if your site has user logins.
  • Advanced Scripts: In the Scripts section, you can define custom scenarios or triggers for specific user queries.
  • Scheduler: Automate switching between AI and human mode based on time or operator availability.

11. Conclusion

SmartiePal is a versatile tool for automating customer support, offering quick AI answers while preserving the option of human oversight and manual intervention. With its clear administration console, flexible widget, and (soon fully released) mobile app, it supports both small and large projects alike.

If you want pure AI operation, simply activate the assistant and leave it in automated mode. If you prefer human oversight, enable the mobile app or Telegram integration, and switch to partial or full human mode. For advanced scheduling, set up the Human Mode’s scheduler to toggle AI on/off at specific times.

We hope this manual helps you get the most from SmartiePal. If you need further assistance or have specific requirements for advanced functionality, do not hesitate to contact SmartiePal Support. We wish you an enjoyable and efficient experience!