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. |
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.