Build a support experience your visitors can actually use.
This guide takes you from installation to a live, trained EngageDock AI widget—with lead capture, human handoff, WooCommerce assistance, and reporting ready when you need them.
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Requirements and what you need
EngageDock AI Pro is a premium extension for the free EngageDock AI plugin. Keep both plugins installed and active.
A WordPress site
WordPress 6.0 or later, PHP 7.4 or later, HTTPS recommended, and an administrator account.
The Free plugin
Install EngageDock AI – Smart Support Assistant from WordPress.org. Current Pro builds require Free 2.0.0 or later.
Your Pro purchase
Download the Pro ZIP and keep your license key available from your purchase email or customer account.
OpenAI or Gemini credentials are only needed for AI Rewrite mode. WooCommerce is only needed for product recommendations. The default local knowledge mode works without either.
Install and activate EngageDock AI Pro
- Install the Free plugin
In WordPress Admin, open Plugins → Add New, search for “EngageDock AI”, install EngageDock AI – Smart Support Assistant, and activate it.
- Upload the Pro ZIP
Go to Plugins → Add New → Upload Plugin, select the Pro ZIP you downloaded, choose Install Now, then activate it.
- Activate your license
Open EngageDock AI → Plan & License. Paste the license key exactly as provided, activate it, and confirm that the plan and site status show as active.
- Run Quick Setup
Open EngageDock AI → Quick Setup. Add your business details, select your main contact channels, choose a response mode, and save.
If you received a standalone marketplace build that explicitly contains both Free and Pro functionality, follow the instructions included with that package. Do not run it beside the separate Free + Pro add-on edition.
Go live in about 10 minutes
Use a small, accurate knowledge base and a clear human fallback. Add more automation after real visitor questions begin appearing in Reports and AI Performance.
Know your EngageDock workspace
The exact submenu list can vary by plan and enabled integrations. The main workspaces keep daily tasks organized:
Setup progress, key activity, recent leads, and shortcuts.
Lead submissions, conversations, assignments, notes, and follow-up.
Knowledge, response behavior, answer quality, and automation.
Content, channels, hours, appearance, placement, and live preview.
Interactions, AI performance, topics, unanswered questions, and trends.
License, integrations, data controls, security, and advanced options.
Configure the widget and contact channels
Content and appearance
- Use a short welcome message that tells visitors what they can do.
- Choose colors with strong text contrast and preview desktop and mobile.
- Add conversation starters for your most common visitor goals.
- Use the premium presentation theme that best matches your site.
Visibility and channels
- Show the widget site-wide, on the homepage, selected pages, or WooCommerce products.
- Enable separate mobile and desktop visibility when needed.
- Test phone and SMS links on a real phone.
- Include the country code in WhatsApp numbers without spaces or punctuation.
Clear any WordPress cache, CDN cache, and optimization cache before deciding that a visual change did not apply.
Build the Knowledge Base
The Knowledge Base is the source of truth for automated answers. Only add information that is public, current, and safe to show visitors.
Start with manual FAQs
Add direct question-and-answer pairs for business hours, services, pricing boundaries, shipping, returns, bookings, and escalation. Write one clear answer per question.
Bring in approved content
Use supported URL, sitemap, CSV, or PDF import tools for public content. Review imported text before relying on it; menus, cookie notices, outdated pages, and private content should not become answers.
Keep answers current
Refresh imported sources after site changes, use the training queue to resolve gaps, and restore a prior Knowledge Base version if an edit reduces answer quality.
A useful answer pattern
“How long does delivery take?”
Knowledge answer“Standard delivery takes 3–5 business days within Nepal. Remote locations may take longer. Contact us with your order number for a delivery update.”
Choose the right AI response mode
Knowledge Base Only
Answers from local approved knowledge without an external AI request. Fast, predictable, and no provider API cost.
- No API key required
- Best for controlled factual answers
- Use a fallback for unknown questions
Knowledge Base + AI Rewrite
Uses approved knowledge as context, then asks your selected provider to make the response more natural.
- OpenAI or Gemini credentials required
- Provider usage charges may apply
- Test tone and fallback behavior
Provider setup checklist
- Create a provider key in your own OpenAI or Gemini account.
- Paste it only into the protected EngageDock settings field.
- Select a supported model and save.
- Run a known-answer test and an unknown-answer test.
- Enable rate limiting, honeypot protection, or Turnstile where appropriate.
Never paste API keys, passwords, private customer data, internal notes, or confidential documents into the Knowledge Base.
Create Smart Lead Forms
Smart Lead Forms appear when a visitor message matches selected intent keywords. They can collect a website URL, email address, project details, and preferred callback time.
- Create a focused form
Use one business outcome per form, such as Request a Quote, Book a Demo, Website Review, or Product Advice.
- Add natural trigger phrases
Include the words real visitors use—such as “price”, “quote”, “demo”, or “website review”—without making the list overly broad.
- Select only useful fields
Collect the minimum information your team needs to follow up. Explain why you need sensitive information.
- Submit a test lead
Confirm it appears in the lead inbox, notifications reach the correct address, and the follow-up process is clear.
Manage conversations and live agents
Conversation Inbox
- Open unread conversations and review the full visitor context.
- Assign an owner, add labels and private notes, and set follow-up timing.
- Reply as a human when a conversation has been handed off.
- Close resolved conversations and use retention controls for old records.
Live Agents
- Create or authorize an agent account from EngageDock AI → Live Agents.
- Keep administrator access separate from agent access.
- Enable live-agent handoff in Assistant settings.
- Test an agent request from an incognito visitor session.
Tell visitors when a human is joining, what information has already been shared, and when they can expect a response.
Install the mobile agent app
Authorized agents can use the lightweight Progressive Web App at:
https://your-site.com/edai-agent/iPhone or iPad
- Open the URL in Safari.
- Tap Share.
- Choose Add to Home Screen.
- Open the new icon and sign in with the authorized agent account.
Android
- Open the URL in Chrome.
- Open the browser menu.
- Choose Install app or Add to Home screen.
- Open it and sign in with the authorized agent account.
Visit Settings → Permalinks in WordPress and click Save Changes once, then try the agent URL again.
Configure WooCommerce assistance
When WooCommerce is active, EngageDock can use public catalog information to answer buyer questions and recommend eligible products.
- Open EngageDock AI → Commerce and premium themes.
- Enable the WooCommerce Smart Assistant.
- Choose how many products may be recommended and configure supported offers.
- Add only existing, active coupon codes you are comfortable showing publicly.
- Test availability, shipping, pricing, comparison, and product-choice questions.
Only published, catalog-visible products are eligible. Private customer, order, and account details should be handled through verified support workflows—not exposed in public chat.
Use analytics, AI Performance, and Growth Tools
Review
Check interactions, lead conversions, common topics, unanswered questions, and escalations.
Improve
Add missing approved answers, refine triggers, and create saved replies for repeated agent work.
Retest
Ask the same question in a private session and verify the new answer and handoff path.
Use weekly digests and scheduled reports as prompts for review—not as a replacement for checking important customer conversations.
Privacy, security, and data handling
- Publish a privacy notice: explain what the widget collects, why you collect it, retention, and any external AI provider you enable.
- Collect less: ask only for information required for support or follow-up.
- Restrict access: give agents only the role and capabilities they need; remove inactive agents promptly.
- Protect provider keys: store them only in plugin settings and rotate them if exposure is suspected.
- Set retention: configure conversation retention to match your legal and operational needs.
- Back up first: make a database and file backup before upgrades or destructive cleanup.
Deactivating the plugin normally preserves settings and customer data. Review the delete-data/uninstall option before deleting the plugin if you intend to remove stored data.
Keep the license and plugins up to date
- Back up production
Create a fresh backup before updating Free or Pro.
- Update the Free plugin first
Install the compatible Free update, then update Pro. Do not leave only one part updated for an extended period.
- Confirm license status
After migration or domain changes, open Plan & License and revalidate or reactivate as needed.
- Run a smoke test
Check the widget, one known answer, lead submission, live handoff, and any WooCommerce workflow you use.
Use your customer account to access purchases and available downloads.
Troubleshooting
The widget does not appear
- Confirm both Free and Pro are active.
- Check Widget visibility, selected pages, and mobile/desktop toggles.
- Verify the current page is not excluded.
- Clear WordPress, optimization, server, and CDN caches.
- Temporarily disable script delay/defer rules for EngageDock assets and retest.
The license will not activate
- Copy the key without leading or trailing spaces.
- Confirm the site uses HTTPS and can make outbound HTTPS requests.
- Check whether your plan's site limit has been reached.
- Deactivate the old domain from your account after a migration, then retry.
- Send the exact error and site URL to support—never publish the full key.
AI answers are missing or inaccurate
- Ask whether the answer exists in Knowledge Base.
- Review imported content and remove conflicting or outdated text.
- Test Knowledge Base Only before testing AI Rewrite.
- Check provider credentials, model, quota, and error response.
- Add a clear fallback and human escalation path.
The mobile agent app returns 404
Open Settings → Permalinks and click Save Changes. Then open /edai-agent/ again. Also confirm Pro and live-agent support are active.
Changes do not appear on the live site
Save the settings again, clear all cache layers, then test in a private browser window. If an optimization plugin combines or delays JavaScript, exclude EngageDock scripts during diagnosis.
Pro features disappeared after an update
Confirm the Free and Pro plugins are both active and compatible, then open Plan & License to verify the license. Do not install a standalone marketplace edition beside the add-on edition.
Send a support request we can solve quickly.
Include the issue, the steps that reproduce it, your WordPress and PHP versions, Free and Pro versions, and a screenshot of the exact message. Never send passwords or API keys.