Support for Cited Support

• Email: help@elektraset.com (answer within two business days, Monday to Friday, CET)
• Publisher: Elektraset, s.r.o., https://elektraset.com/
• Privacy policy: https://cited-support.apps.elektraset.com/privacy
• Terms of use: https://cited-support.apps.elektraset.com/terms

Getting started

1. Install the app and open it in the Shopify admin.
2. On Home, click Import products, policies and pages.
3. In Knowledge, review the sources and click Approve and publish. Add Q&A entries or manuals for questions that your pages do not answer.
4. In Test console, click Add starter questions, add your own typical and risky questions, and click Run all tests.
5. On Home, open the theme editor link, turn on the Cited Support chat app embed and save the theme.
6. In Settings, set the email address that receives escalations.

Common questions

The assistant refuses a question that my store answers. Open the Test console, ask the question and look at "Closest approved passages" and "not covered" words. Add an approved Q&A entry with the shopper's wording, or edit the source, then publish.

A product change is not visible in answers. New products wait for your approval. Changes to approved products are published automatically only if "Publish product updates automatically" is on in Settings.

Compatibility or warranty questions are always escalated. These topics are strict by default: the source must be tagged with the topic (or mention it) and cover the whole question. Add a Q&A entry tagged compatibility or warranty.

The chat does not appear. Make sure the app embed is on in the theme editor and the theme is saved.

I did not receive an escalation email. Check the address in Settings and your spam folder; every escalation is also in the app's Inbox.

When you write to us, include your store domain and the question that behaved unexpectedly. Never send us passwords.