Navigating the Conversational Chat Widget
Open the Chat Widget
The chat widget can be accessed from multiple AIQ pages.
To open the chat widget, select the chat icon in the bottom right of the screen 
Note: The chat experience varies by location. In AIQ Ecommerce and AIQ Dashboard it opens directly into a conversation with Astro. In the Help Center and AIQ.com it opens to a home screen where you can start a message and access additional resources.
Help Center and AIQ.com
When you open the chat widget you’ll first see the widget home screen.
Select Send us a message to start a new conversation, or select a recent message to continue.
You'll also see:
A status card for AIQ sites
Links to helpful resources:
Navigation tabs at the bottom of the widget
From there, you'll be guided based on whether you need Sales or Support.
If you need Sales, you can continue in the widget.
If you need Support, you'll be directed to continue through the support chat widget in your AIQ Ecommerce or AIQ Dashboard account.
AIQ Ecommerce and AIQ Dashboard Chatting with Astro
When you open the chat widget in AIQ Ecommerce or AIQ Dashboard, your conversation is handled by Astro 
AIQ's AI support agent.
Astro now uses a free-text conversational experience. There is no button menu to navigate. Just type what you're trying to do or what's going wrong, and Astro responds immediately.
How Astro Works
Just type — no buttons required
The chat opens directly to a text field. Describe your issue in plain language and Astro gets to work.
Resolve first, route second
Astro tries to answer your question or fix the problem directly in the chat. It only connects you to a teammate when it genuinely can't resolve it on its own.
Context travels with you
If your conversation is passed to a teammate, everything you've shared is included like your issue, your support area, and the full conversation. You never have to start over.
What You Can Ask Astro
Astro is trained across all AIQ platform and ecommerce support areas. Below are examples of the issues it can resolve directly in chat or route to the right teammate.
Analytics
Metric doesn't match my POS or another source
Dashboard data looks stale or hasn't refreshed
I can't access a report or dashboard
Filter or segment isn't working as expected
Scheduled export didn't arrive
Loyalty
Points aren't being awarded after a purchase
A member's balance looks wrong
Earning rule isn't firing correctly
Tier didn't update after qualification
Redemption failed at checkout
Marketing & Campaigns
Campaign didn't send or sent to the wrong audience
Automation journey isn't triggering
Offer isn't applying at checkout
Results look off or attribution seems wrong
Help setting up a new campaign
Account & Settings
Help adding or removing a user
Role or permission isn't correct
User can't access a feature they should have
Native Apps & Developer
App not loading or behaving unexpectedly
API, webhook, or SDK issue
Integration connection dropped or failing
Data sync delayed or incomplete
AIQ Academy
Access or enrollment issue
Progress not saving or completion not recording
Broken or outdated lesson content
Orders Settings
Store showing as closed when it should be open
Fulfillment modes not configured correctly
Prep times or lead times wrong
Capacity or throttling issue
Manage Orders
Order not received or missing
Order status stuck or not updating
Cancellation or refund issue
Order edit not reflected
Menu & Offers
Menu item not showing or displaying incorrectly
Price not publishing or showing wrong amount
Offer not appearing or not applying for customers
Modifier missing or required logic incorrect
Published menu not reflecting recent changes
Store Info
Hours showing incorrectly
Address or contact details wrong
Delivery zone or service area issue
Store Integrations
POS or delivery platform connection dropped or not connecting
Orders not injecting from a third-party channel
Menu not syncing to or from an integrated platform
Order status not pushing back to the integration
Report Requests
Request a full audience or personas export
Request a custom data export when the standard download options aren't available
Astro will collect the report type, relevant audience IDs, filters, date range, and delivery details and route the request to the team, who will send the completed report to your email
Billing
Invoice question, unexpected charge, or payment method issue
Refund or credit request
Plan or contract question
Account Recovery
Login or access issue
Password reset
MFA or verification problem
Wrong account or user mismatch
Urgent issues
Store down or unable to accept orders
Orders blocked or not flowing
Any active, time-sensitive blocker
Tips for Getting the Best Results
You don't need any special phrasing to talk to Astro. These tips help it get to the right answer faster.
1. Describe what's happening, not just what you need
Instead of "fix my dashboard," tell Astro what looks wrong and where. More context upfront means fewer back-and-forth questions.
Example: "My Analytics revenue is showing lower than my POS report for the same date range"
2. Name the area of AIQ you're working in
Mentioning Analytics, Loyalty, Orders Settings, or another specific area helps Astro narrow things down without having to ask.
Example: "In Loyalty → Earning Rules, my rule isn't firing for online purchases"
3. Flag urgency if your store is impacted
If your store is down, orders aren't coming through, or you have an active blocker say so. Astro will escalate immediately.
Example: "Urgent — our storefront has been down for 30 minutes and we're missing orders"
4. Answer Astro's follow-up question
Astro will ask at most one clarifying question to narrow things down. A short answer goes a long way toward the right fix.
Example: "Same date range, but the AIQ report is showing all locations and the POS is just one store"
5. Include screenshots or error messages if you have them
If you're seeing an error message or unexpected behavior, sharing a screenshot when you first open the chat saves time.
When Astro Connects You to a Teammate
Astro handles a wide range of issues directly. It will route your conversation to a teammate when:
It can't confidently resolve the issue in chat
You ask for a human directly
The issue is urgent or actively blocking your operations
The issue falls into a structured path such as Billing, Account Recovery, or a known escalation scenario
When your conversation is routed, Astro passes along a full summary — your support area, issue category, and everything you've discussed — so the teammate picking it up has full context.
What happens based on availability
During support hours with an agent available You'll be connected to live chat directly. Expected reply time will be shown in the widget.
During support hours but agents are busy You'll see three options: wait for an agent, keep chatting with Astro, or close the chat.
Outside support hours You'll see three options: create a ticket, keep chatting with Astro, or close the chat. If you create a ticket, a teammate will follow up by email as soon as the team is back online.
Support Hours
Eastern Time
AI Support (Astro): 24/7
Human Support: Monday–Friday, 9am–7pm
Ticket submission available outside these hours
Pacific Time
AI Support (Astro): 24/7
Human Support: Monday–Friday, 6am–4pm
Ticket submission available outside these hours
View Messages and Replies
After you send a message, replies appear in the chat thread. You can return to the widget at any time to review ongoing conversations and check for updates.
Help Docs in AIQ Ecommerce and AIQ Dashboard
In AIQ Ecommerce and AIQ Dashboard, the chat widget also includes a Help tab where you can search AIQ Help Center articles without leaving your account
Use the Help tab to find setup steps, feature guidance, and troubleshooting articles while working in the platform. If you still need help after searching, return to the chat and continue with Astro.
Minimize the Chat Widget
The chat widget can be minimized at any time by selecting the minimize icon in the top right of the widget. 
Note: Minimizing the widget does not remove your conversation history. When reopened, your messages will still be available.
Need More Help?
If the chat widget does not appear right away, allow a few seconds for it to load.
If it still does not open, try refreshing the page or checking whether a browser extension, such as an ad blocker or script blocker, is preventing it from loading.