Smartsupp gives you two ways to automate conversations: Flows (formerly chatbots) — rule-based scenarios built from predefined steps — and Mira AI — an AI assistant that answers in natural language using your website and product data. Here's how they differ and when to pick which.
What is a Flow?
A Flow is a conversation scenario you build in Automations → Flows — from a template or from scratch. You define when it starts (the When trigger — for example time spent on a page or a specific URL), what it says, and which buttons the visitor can click. Each branch can offer up to 5 options, and every answer is exactly what you wrote.
Rich reply steps: send messages, offer options, collect contact details, hand over with Connect with operator, transfer to another Flow, or forward the conversation to an email.
Insights: Flow insights show how visitors interact with each step, so you can see where they click and where they drop off.
Languages: a Flow runs in the language you write it in — for more languages, duplicate the Flow per language.
What is Mira AI?
Mira AI is an AI agent that learns from the knowledge sources you connect and answers visitors' questions on its own — no scripting needed. Setup takes minutes: add your sources, test the assistant in the Playground, and publish.
Knowledge base: Web scrape (key pages of your site), XML product feed (prices, availability and product recommendations) and Text content — plus Custom responses, your own Q&A pairs that always take priority.
Languages: Mira automatically replies in the visitor's language and can switch to another language on request.
Welcome message: AI-generated or custom, with optional automatic translation to each visitor's language.
Handover: built in — choose Never handover to an operator or Handover when convenient or on demand under Settings → Handover.
The difference at a glance
| Flows | Mira AI |
How it works | A scenario you design in advance: triggers, branches, and buttons. | AI-generated answers based on your knowledge sources (web scrape, product feed, custom texts). |
What it can answer | Only what you built into the flow. | Open questions in natural language — in the visitor's language. |
Where you set it up | Automations → Flows | Mira AI |
Availability | PLUS plan and higher. | Add-on to any plan, from €16/mo. |
Conversations | Flow conversations have their own monthly volume; extra packs can be purchased in Billing. | 100 AI conversations per month, expandable up to 5,000. |
Languages | Runs in the language you built it in; duplicate the Flow for more languages. | Automatically speaks the visitor's language — no setup needed. |
Maintenance | You update branches manually when your offer changes. | Keeps itself up to date — feeds and scraped pages refresh automatically on a schedule. |
Handover to an agent | Add the Connect with operator step into your flow. | Built in — configure it under Settings → Handover. |
Why teams switch to Mira AI
Whether you answer everything by hand today or run a classic Flow, this is what Mira AI changes:
It answers open questions. Mira replies in natural language from your own data — web scrape, XML product feed, custom texts, and Q&A pairs. A Flow can only reply with the answers you built into it.
It speaks your visitor's language. Mira automatically replies in the language the visitor writes in, with no setup. With Flows, you duplicate the whole scenario for every language.
It maintains itself. Knowledge sources refresh on a schedule (product feeds up to every 12 hours), so answers follow your catalog and pricing. Flow branches have to be rewritten by hand whenever your offer changes.
It recommends products. Mira asks about preferences and suggests items from your product feed as product cards, including prices if you want them shown.
It knows which page the visitor is on. A question like "How big is this TV?" asked on a product page gets a direct answer — no clarifying questions, no configuration.
It works 24/7 and hands over when needed. Visitors get instant answers at any hour, and Mira passes the conversation to your team based on the handover mode you choose.
It doesn't make things up. Mira answers only from the sources you provide and politely declines otherwise. Your own Q&A pairs always take priority, and you can keep training Mira directly from the Inbox.
It's live in minutes, on any plan. Most stores set Mira up in about 10 minutes and test it safely in the Playground first. Mira AI is a paid add-on to any plan including Free (from €16/month), with its own quota of AI conversations independent of your live chat.
When to choose which
Choose Flows when you want full control over every step — guided menus, lead collection, routing to the right team, and answers you approve word for word.
Choose Mira AI when visitors ask open questions — it answers from your website and product feed, recommends products, and speaks every language with no scripting.
Not sure yet? Try Mira AI in the Playground before publishing — the demo widget is available in every section of the AI builder.
Can they run together?
No — Mira AI and a classic Flow can't be active on the same website at the same time. Activate the one that fits your use case and deactivate the other.
Note: Mira AI is not a Flow. Classic chatbots were renamed to Flows, while Mira AI is a standalone AI assistant with its own section in the dashboard.
What's next?
Flows — build your first Flow step by step.
Introduction to Mira AI Shopping Assistant — set Mira AI up from scratch.
Which package should I choose? — plans, limits, and the Mira AI add-on.
How to start training Mira AI — add custom Q&A and correct answers from the Inbox.
Multi-language Flows — run Flows in several languages.