Aqoiy – AI Customer Support Chatbot

Description

Aqoiy is an AI-powered customer support chatbot that integrates deeply with WooCommerce. It uses Google Gemini AI to answer questions, look up live orders, check product stock, process return requests, and seamlessly hand off conversations to human agents when needed.

Key Features:

• AI-Powered Responses — Uses Gemini AI to answer customer questions based on your knowledge base and store data.
• WooCommerce Integration — Search products, check stock, and look up orders in real time.
• Human Agent Handoff — Automatically escalate to live agents when the AI can’t help.
• Knowledge Base — Add custom articles, FAQs, and policies for the AI to reference.
• Customizable Widget — Match your brand with custom colors and titles.
• Sentiment Analysis — Detect unhappy customers and auto-escalate.
• Business Hours — Configure availability and offline messages.
• Analytics Dashboard — Track conversations, response times, and customer satisfaction.
• Multi-language Support — Auto-detect and respond in the customer’s language.
• Light & Dark Admin Theme — Choose the admin panel appearance that suits you.

Powered by Firebase — Real-time messaging, secure authentication, and scalable infrastructure.

External Services

This plugin connects to two external services. Both connections only happen after the store owner has configured the plugin (created an Aqoiy account, or pasted a Google Gemini API key). No data leaves the site before that.

1. Aqoiy Backend API

Service: Aqoiy platform backend, operated by Aqoiy (Thrivethrum LLC).
Endpoint host: https://us-central1-aqoiy-server-v2.cloudfunctions.net/api
Purpose: Stores plugin configuration, relays chat traffic between the customer-facing widget and human agents, runs AI replies through the managed pipeline, records analytics, and authenticates the store account.

The plugin issues 26 distinct calls to this host. Each call is triggered by an explicit user action or admin event — never on every page load. They are grouped below by purpose:

a. Account & site authorisation (sent only when the admin clicks Connect / Register / Login on the settings screen, or when WordPress detects the active site URL has changed)

• POST /auth/store/register — sends the chosen email, password and store URL to create an Aqoiy account.
• POST /auth/store/login-with-password — sends email and password to obtain an API key.
• GET /plugin/verify — validates the saved API key on activation.
• PUT /plugin/site-detection — sends the detected site URL and platform (WordPress / WooCommerce) so the backend can authorise this domain.

b. Configuration sync (sent when the admin saves the Settings, AI Settings, Tools, Widget, or WooCommerce credentials screens)

• GET /plugin/config — fetches the current backend configuration to display in the admin UI.
• PUT /plugin/config (3 call sites) — sends widget colours/welcome message, the toolsConfig flags (search_products, check_stock, get_order, submit_return, human_handoff, search_content), the chosen storeMode, and — if WooCommerce is connected — the store URL plus the WooCommerce REST API consumer key/secret so the backend can call WooCommerce directly when a customer asks about an order.

c. Knowledge base sync (sent when the admin adds, edits, or deletes a KB entry, or runs the “Sync” button)

• PUT /plugin/knowledge-base — sends the user-authored KB entries (titles, content, URLs, tags) so the AI can quote them in answers.

d. Conversation traffic (sent only while a real visitor is using the chat widget on the storefront; nothing is sent if no one is chatting)

• POST /plugin/message (2 call sites) — forwards the visitor’s message and the recent message history.
• POST /plugin/ai-reply (2 call sites) — requests the AI reply for the current session.
• POST /plugin/handoff — marks the session as needing a human agent. Sends the session id and a short reason.
• POST /plugin/poll — short-polls the backend for any agent reply.
• POST /plugin/session-end — notifies the backend that the visitor closed the chat.
• POST /plugin/csat — sends the post-chat satisfaction rating (1–5) plus optional free-text feedback.

e. Admin dashboards (sent only while the admin is viewing the corresponding screen)

• GET /plugin/analytics — fetches conversation counts, response times, and CSAT averages for the Analytics tab.
• GET /plugin/usage — fetches the current month’s AI message usage and plan limit.
• GET|PUT|DELETE /plugin/sessions (3 call sites) — lists/filters/clears recorded sessions for the Sessions tab.
• GET /plugin/session/{id} — fetches a single session transcript when the admin clicks a row.

Visitor messages typed into the chat widget are transmitted to this service. The widget collects the visitor name and email only if the visitor types them (or if a logged-in WordPress user opens the chat — in which case their display name and account email are read from wp_get_current_user() and forwarded so the agent can identify them).

Service provider: Aqoiy (Thrivethrum LLC) — https://aqoiy.com
Terms of Service: https://aqoiy.com/terms
Privacy Policy: https://aqoiy.com/privacy

2. Google Gemini API (optional, BYO-key path)

Service: Google Gemini Generative Language API.
Endpoint host: https://generativelanguage.googleapis.com
Purpose: Generates AI replies when the store owner has pasted a personal Gemini API key into the AI Settings screen. If no Gemini key is configured, this path is never used — all AI replies go through the Aqoiy backend instead.

• POST https://generativelanguage.googleapis.com/v1beta/models/{model}:generateContent — sends the recent message history and any system instructions configured in the AI Settings tab; receives the model’s reply. Triggered only when the storefront widget receives a customer message and the BYO-key path is active.

The Gemini API key is supplied by the store owner and is sent as a query parameter on each request, per Google’s API contract. No customer message is sent to Google before a real visitor types in the chat widget.

Service provider: Google LLC.
Google APIs Terms of Service: https://developers.google.com/terms
Google Privacy Policy: https://policies.google.com/privacy

WooCommerce is a trademark of Automattic Inc. Aqoiy is not affiliated with or endorsed by Automattic.