Vaera AI Support
Vaera is your built-in AI support assistant on the Vaendora dashboard. It is always a click away, trained on the entire Vaendora platform, and available to help you understand any feature, troubleshoot issues, and create support tickets when human assistance is needed.
Vaera lives in the bottom-right corner of every page in your merchant dashboard. You never need to navigate anywhere to find it — it is always there.
Always available
What Vaera Knows
Vaera is trained specifically on the Vaendora platform. It can help you with questions about:
Platform Features
How to set up products, manage orders, configure your storefront, run email campaigns, connect domains, use the AI chatbot, and every other feature in your dashboard.
Account and Billing
Questions about your plan, subscription, settlement account, KYC verification, and payment processing.
Troubleshooting
Step-by-step guidance when something is not working as expected, including configuration issues and common errors.
Best Practices
Advice on how to get the most out of each Vaendora feature, from writing effective AI chatbot prompts to optimising your storefront for conversions.
Opening the Widget
The Vaera widget is accessible from any page in your dashboard. To open it:
Find the chat button
Look for the floating chat button at the bottom-right of your screen. If there are unread messages from the support team, a red badge will appear on the button showing the count.
Click to open
Click the button to open the Vaera panel. The panel opens in the bottom-right corner, without navigating away from your current page.
Start chatting
Type your question in the message field and press Enter or click Send. Vaera responds immediately.
Widget Views
The Vaera widget has three views you can switch between at any time using the icons at the top of the panel.
The main view. Your full conversation history with Vaera is shown here as a chat thread, with your messages on the right and Vaera's responses on the left. You can scroll up to see earlier messages from the same session.
A list of all support tickets you have opened. Each ticket shows the subject, current status, and a timestamp. Click any ticket to open the conversation thread with the support team.
When you open a specific ticket, you enter the thread view. This shows the full back-and-forth between you and the support team for that ticket. You can reply directly from this view.
Chatting with Vaera
Vaera is designed for plain, conversational questions. You do not need to use any special syntax or commands.
Example Questions
- How do I connect a custom domain?
- Why is my product not appearing on my storefront?
- How do I set up email automations for abandoned carts?
- What is the difference between the Core and Growth plans?
- How do I add a team member with limited access?
- Where can I see my AI credit usage?
- How does the back in stock notifier work?
Conversation History
Your conversation with Vaera persists within your session. If you close the widget and reopen it, your previous messages will still be there. The full history is available for the current session so you can scroll back and reference earlier answers.
Vaera is specific to Vaendora
Escalating to a Support Ticket
If Vaera cannot fully resolve your issue, you can escalate to a human support ticket. Vaera handles this as a two-step process to make sure you actually want to open a ticket before one is created.
How Escalation Works
Ask Vaera for help
Describe your issue in the chat. Vaera will try to resolve it directly with a detailed answer.
Request a ticket
If the answer does not fully resolve your issue, tell Vaera you want to speak with someone from the support team. For example: “I still need help” or “Can you create a support ticket for this?”
Vaera confirms before creating
Vaera will ask you to confirm before creating the ticket. This gives you the chance to add any additional context or change your mind. Once you confirm, the ticket is created and added to your Tickets list.
The support team follows up
The Vaendora support team will reply to your ticket. You will see their response in the Thread view, and the unread badge on the Vaera button will notify you when new replies arrive.
Two-step confirmation
How the Support Team Is Briefed
When your ticket is created, Vaera automatically generates a structured handoff note for the support team based on your conversation. This means the agent who picks up your ticket already knows:
- What the problem is and what you have already tried
- What outcome you are looking for
- How urgently the issue needs to be resolved
You never need to repeat the full context of your issue when the support team responds. They are already up to speed from the moment the ticket is assigned.
Viewing Your Tickets
All your support tickets are accessible from the Tickets view inside the Vaera widget.
Ticket Statuses
The ticket has been created and is waiting for a response from the support team.
The support team has responded and is waiting for your reply.
The issue has been resolved and the ticket is closed.
Replying to a Ticket
Open the Tickets view
Click the Tickets icon at the top of the Vaera panel to switch to the ticket list.
Open the ticket thread
Click the ticket you want to reply to.
Type and send your reply
Enter your reply in the message field at the bottom of the thread and click Send.
Unread Notifications
The Vaera button checks for new messages from the support team automatically every 30 seconds. When there are unread replies on any of your tickets, a red badge with the unread count appears on the floating button. You do not need to keep the panel open to receive notifications — the badge updates in the background.
Tips for Getting the Best Results
- Be specific. Instead of “my chatbot is broken,” try “my AI chatbot is not responding to customer messages on my storefront. It was working yesterday.” The more detail you give, the more precise Vaera's answer will be.
- Use it as a first stop. Before navigating through docs or settings looking for something, just ask Vaera. It usually gets you to the right place faster.
- Follow up within the same chat. If an answer raises another question, ask it immediately. Vaera has context from your full conversation and will give a more relevant response than if you started fresh.
- Escalate early if needed. If Vaera's answer does not fully resolve your issue, do not hesitate to ask for a support ticket. The support team is there to help with anything Vaera cannot handle.