Magento 2 AI Customer Experience Suite

Magento 2 AI Customer Experience for Storefront Chat and Review Requests

Shoppers ask about products, shipping, and returns before they buy, then go quiet after delivery unless someone asks how the order went. The Magento 2 AI Customer Experience Suite covers both moments in Magento: Nora AI on the storefront, and Post-Purchase Reviews after the order is delivered or complete.

The suite is one auto-renewing subscription for three Composer packages: AI Core, Nora AI, and Post-Purchase Reviews. The published suite price is $299 per month. The same three packages are listed at $597 per month when bought separately. Cancel anytime; access continues through the month already paid. Updates are included while the license is active, and the listing includes one year of support.

AI Core stores the provider connection, encrypted API key, and spending gates once. Nora and Post-Purchase Reviews both use that connection. The subscription fee does not pay the AI provider. Usage is billed on the API key you enter.

Magento 2 AI Chatbot for Catalog and Policy Answers

Nora is a storefront chat widget for guests and signed-in shoppers. It answers from Magento catalog data, CMS and policy pages, and store information, and it can point shoppers to matching products with the name, price, and link.

Replies use AI Core when live calls are turned on. If live calls are off, the budget is exhausted, or the provider errors, Nora uses its configured fallback copy instead of inventing an answer. The welcome message should keep a clear disclosure that the shopper is talking to an assistant.

• Guests: Store, policy, and catalog answers only. No one else’s order data.
• Catalog answers: Search results can include product links drawn from the current Magento catalog.
• Your wording: Assistant name, launcher label, welcome message, and colors are set in Nora AI configuration. Leave the primary color empty to follow the storefront primary color, including Hyvä theme tokens. The widget ships its own stylesheet; there is no separate Hyvä theme package.

Order Help for Signed-in Customers

A signed-in customer can ask Nora about their own orders: status, a short summary, and tracking when Magento has it. Order questions do not transfer to a person unless the shopper asks for one.

Nora does not cancel, refund, or change an order from chat. Guests do not get order lookups, even if they know an order number. Stores that need guest order lookup or invoice download need a different workflow.

Live Chat Handoff and Agent Hunter

When a shopper asks for a person, Nora pauses that session and opens a queue in Magento admin under Customer Experience → Live Chat. A staff member claims the chat and replies in the same widget. The desktop notifier runs only while an admin page is open.

Agent Hunter is the optional phone path for agents who are away from that admin tab. An admin with permission to manage escalations generates a token, the agent opens the Agent Hunter app, turns On duty on, and claims or replies from the phone. If nobody replies before the unanswered-contact timeout, the widget asks for a name and email and Magento emails the store.

• Same conversation: The shopper stays in the storefront widget. This is not a separate chat vendor.
• Transcripts: Conversations can be filtered to bot-only, human, or escalated.
• Not a helpdesk: Nora does not open tickets in Zendesk, Gorgias, or a similar desk, and it does not add WhatsApp or Messenger.

A Knowledge Base Built from Questions Nora Cannot Answer

When Nora cannot answer, she stays in the widget, says she will ask the store, and collects a first name, email, and phone. Magento emails staff a link to review that question. An admin signs in, writes the answer, and approves it into the Knowledge Base so the next shopper can get that answer. Approving a draft can email the shopper when an address is on file.

Lead capture after a successful answer is a separate switch and is off by default. Unanswered questions do not open Live Chat unless you turn that option on. “Talk to a person” still follows the human-escalation setting.

One AI Core Setup for Providers, Budgets, and Safety

Configure the provider under Stores → Configuration → Towering Media → AI Core Settings before enabling Nora or review drafting. Chat uses an OpenAI-compatible chat-completions endpoint. The default base URL is OpenAI’s; you can point it at another compatible endpoint and model. The API key is encrypted in Magento configuration.

A fresh install does not call the provider. Dry Run defaults to Yes and Enable Live API Calls defaults to No. A live call also requires the module to be enabled, a saved API key, remaining daily budget, and no active error cooldown. The default daily call budget is 1,000 recorded calls per store per UTC day. A budget of 0 blocks calls. After an error, further calls pause for the configured cooldown (default 60 seconds).

• Validate Configuration checks the settings locally and does not make a provider request.
• Test Connection sends one short request so you can confirm the key and endpoint.
• Shared by design: Nora and Post-Purchase Reviews do not keep a second API key. AI Core is the provider layer, not a storefront assistant by itself.

Delivery-Aware Post-Purchase Review Emails

Post-Purchase Reviews waits until an order is complete, then sends on the schedule you choose: after delivery, or after a delay from complete. AI Core drafts a short check-in that can refer to the items, earlier outreach, and a repeat purchase. The customer replies to that email. The first message does not contain Great, OK, or Problem buttons.

The module, AI drafting, and inbound replies are off by default. When you enable outreach, Magento stamps a start time so older complete orders are not mailed. Cron will not backfill history while that cutoff is empty. Do not clear the cutoff on a store that already has completed orders unless you intend to email those customers.

Public Review Requests Only After a Positive Reply

Inbound mail is classified in Magento. A confident positive reply can trigger a second email that asks for a public review. You choose the destination: a Google review URL, a Facebook review URL, or another address. That ask is skipped when the customer already left a review, a recent invite is still in its cooldown, or the reply says they already reviewed. An optional thank-you without a review link can be sent when the ask is skipped.

A confident negative reply emails your staff an AI summary, the customer’s words, and the order SKUs. An optional short acknowledgement can go back to the customer. Replies that are unclear, or that fall under your confidence threshold, are saved on the customer response for staff to read. They do not receive the public review email, and they do not automatically send the staff alert.

• Patterns: Customer Responses and Reporting group complaint themes by product. A weekly digest can mail themes that clear your threshold. Alerts wait until a minimum number of check-ins exist (the default is 20).
• Unsubscribe: Each outreach can be suppressed when a customer unsubscribes.
• On-site reviews: An optional product-review XML feed exists and is off by default. This is not a Google Merchant Center certification, and the module does not submit that feed for you.
• Not in this version: Photo attachments, back-and-forth email threads, and helpdesk ticket creation.

Requirements and Limits to Plan For

• Platform: The product listing requires Magento Open Source or Adobe Commerce 2.4.6 or later, and PHP 8.1 or later. The packages declare PHP 8.1 through 8.4.
• Install: Private Composer packages from composer.toweringmedia.com: toweringmedia/module-ai-core, toweringmedia/module-nora-ai, and toweringmedia/module-post-purchase-reviews. Each module is enabled and configured on its own. The suite is the license, not a fourth module.
• Mail and cron: Outreach uses Magento’s outbound mail. Replies need Mailgun inbound, SendGrid inbound, IMAP, or Toweringmedia SMTP with Microsoft Graph for a shared Microsoft 365 mailbox. Magento cron must be running.
• Outside the suite: React Checkout Pro, distance-delivery quoting, and a separate SMTP module are not included. Nora’s in-chat checkout path is not part of this subscription.

Setup detail for all three packages is in the AI Customer Experience Suite user guide. Standalone notes are in the Nora AI user guide and the Post-Purchase Reviews user guide.

How the Magento 2 AI Customer Experience Suite Works

1. Install AI Core, Nora AI, and Post-Purchase Reviews

Add the three packages with Composer on a staging copy first, enable Toweringmedia_AiCore, Toweringmedia_NoraAi, and Toweringmedia_PostPurchaseReviews, then run setup upgrade. Grant admin roles access to Nora conversations and escalations before go-live.

2. Connect the provider and open live calls only when you mean to

In AI Core Settings, save the base URL, model, and API key. Use Validate Configuration, then Test Connection. Leave dry-run on until staging answers look right. For production, turn Dry Run off, enable live API calls, and set a daily call budget the store can afford.

3. Enable Nora and rehearse a human handoff

Set Enable Nora to Yes for the store view. Check the welcome disclosure, guest-chat switch, and escalation timeout. On the storefront, ask a product question and a policy question, then ask to speak to a person. Claim that chat in Live Chat and confirm the reply appears in the widget. If agents will use phones, generate an Agent Hunter token and claim one test chat while On duty.

4. Turn on post-purchase outreach for new orders only

Under Post-Purchase Reviews, choose delivery-based or delay-based timing, set the staff alert inbox, and set the public review destination and URL. Enable AI drafting and inbound replies for the feedback mailbox, confirm outbound mail is authenticated, and confirm cron. Place a test order that completes after the cutoff and follow it in Invitations and Customer Responses. The first email should be a check-in. The public review email should appear only after a positive reply.