SmartOperator: An AI Customer Agent for Your Website
Smart product family
What is SmartOperator?
SmartOperator is an AI customer agent from Digital Bridge that is added to a website with two lines of code. It talks to visitors inside the site, finds products in the catalogue and shows them with their prices, adds items to the basket or books appointments through actions the site defines, and hands the conversation to your team when it is unsure.
Most standard live chat tools only exchange messages. SmartOperator does more than reply: it puts the product in the basket, opens the booking form and takes the visitor to the right page. For every project the AI is prepared around the company’s own knowledge base, catalogue, site actions and tone of voice.
SmartOperator is the website customer conversation product in the Smart product family (Smart360). Your team signs in to its panel with their Smart360 identity (SmartID), so there is no separate username or password to manage.
- No server or plug-in; works on any site that can take a script tag
- Names, prices and images on product cards come straight from your data, not from the AI
- Does not guess: when it has no answer, it hands over or takes contact details
SmartOperator promotional image (SmartOperator.com.tr, in Turkish) — the chat window on a sample spare parts site.
How does SmartOperator’s AI answer a question?
SmartOperator’s AI is prepared for each project with the company’s own knowledge base, catalogue, site actions and tone of voice. When a visitor asks a question, a four-step flow runs: intent, source selection, a sourced answer and a trace. The agent bases each answer only on the sources it has found, so the answer to “where did it get that from?” is always visible in the panel.
Works out the intent
It identifies what the visitor wants: a product, a price, a purchase, an appointment, support or a particular page.
Chooses the source
It checks the knowledge base entries and, where needed, searches the catalogue or the page the visitor is on.
Writes the answer
It writes the reply from the sources it found alone, adding priced product cards and a suggested action.
Leaves a trace
The entry, product and tool used are shown in the panel under each answer, in the “How did it answer?” section.
The catalogue is never handed to the AI wholesale: each question searches only a few relevant products. Only the headings and visible text of the current page are read, as a limited summary; the full page is never read.
What safeguards does SmartOperator’s AI work under?
An AI customer agent is only as valuable as its refusal to make things up and the visibility of what it does. In SmartOperator these safeguards are built into the product, and the company stays in control.
Answer safeguards
- Hands over when it does not know
- When there is nothing in the knowledge base or catalogue to answer a question, the AI does not guess. It offers to hand the conversation to the company’s team or to take the visitor’s contact details; if the team is unavailable, the request goes to the “Callbacks” screen.
- The “How did it answer?” trace
- Every answer has a “How did it answer?” section beneath it in the panel. It shows which knowledge base entry, which product and which tool were used, so the source of a wrong or incomplete answer can be found directly.
- Off-topic and manipulation filter
- Recognised off-topic questions and manipulation attempts are never sent to the model. A visitor who tries again and again within a short time has the AI switched off for them for one hour. A suspicious visitor passes a Smart360 Security bot check before they can write to the AI.
- Reply drafts for the team
- For the team member who takes over a conversation, the AI drafts a reply from the conversation, knowledge base and catalogue. The draft never goes to the visitor; it lands in the reply box, is steered away from writing anything without a source, and flags the parts to check.
- Prices and images do not come from the AI
- The name, price, image and link on product cards are not written by the AI; they come straight from the catalogue or the store database.
How is AI use governed?
- Works within defined permissions
- The agent runs only the actions the site defines, and actions run in the visitor’s browser within the visitor’s own session. For important steps such as placing an order or submitting a form, that action does not run until the visitor presses “Confirm”.
- Role-based panel access
- The company administrator sees every screen and setting. A team agent sees conversations, callbacks, the catalogue and the knowledge base but cannot open the settings; the administrator sets the AI usage limits.
- Monthly allowance and limits
- The package includes a monthly AI usage allowance. Within it you set daily, weekly and per-visitor limits; usage is visible in the panel in real time, and unusual usage triggers a warning.
- What happens when a limit is reached?
- Visitors are not left stranded: instead of the AI, they are directed to a team agent or to the contact form. Extra allowance can be bought on the terms shown on the packages page.
- Security rules do not depend on the AI
- Not reading the payment page, form fields or sections marked as hidden, message limits, the bot check and the read-only protections on the store database are not left to the AI’s judgement; they are fixed product rules that apply independently of the AI.
- Smart360’s central AI layer
- Smart family products reach AI services not directly but through Smart360’s central layer; usage is counted against the organisation’s allowance and shown product by product in the Smart360 panel’s usage statistics. In SmartMail, actions the AI takes on its own appear in the audit log as “System” rather than as a person; in SmartOperator, the trace of every answer sits in the “How did it answer?” section.
What does SmartOperator take on?
From installation and catalogue import to live chat and reporting, customer conversations on your website are run from one panel.
Two-line installation
You register the site and its domains in the panel, then paste your own two-line tag into the site’s shared template. The site key works only on registered domains. In hidden mode the chat bubble appears only to someone who opens the site with a test parameter, so the agent is tried on the live site with real pages.
Chat window
Four layouts: bottom right, bottom left, side panel and full screen; on phones the window always opens full screen. The script loads asynchronously and only a small bubble is drawn when the page opens. Conversations are held on the server, so they carry on when the page changes. The agent’s name, tone, greeting and quick options are set in the panel.
Site actions
Three ready-made actions on every site: go to a page, show a section and search the page. Adding to the basket, booking forms or coupons run through actions the site defines, and the agent runs defined actions only. For important steps such as placing an order or submitting a form, nothing happens until the visitor presses “Confirm”.
Product catalogue
The catalogue is imported from a CSV or XML feed; product code, name, price, stock, page and image are enough, and fields are mapped automatically. Products update by code; items missing from a full feed are deactivated rather than deleted. The catalogue is never handed to the AI wholesale: each question searches only a few relevant products.
Store database connection
Read-only connections to MySQL/MariaDB, PostgreSQL and SQL Server. If the database user has any right beyond reading, the connection will not activate; only permitted tables and columns are queried and the session opens read-only. The database password is stored encrypted and never shown in the panel again.
Knowledge base
Information such as delivery, returns and promotions is entered as question-and-answer or policy entries and edited in the panel. The agent uses a new entry from its very next answer. Industry templates give you a quick start.
Live chat and takeover
Live conversations on one screen. A handover request triggers a sound and desktop notification; once a team member takes over, the AI stays silent and resumes where it left off after “Hand back to assistant”. Canned replies, internal notes, assignment, capacity limits, automatic assignment and available/busy status. The team member can run site actions on the visitor’s page.
Reply drafts and callbacks
For your team, the AI drafts replies from the conversation, knowledge base and catalogue; the draft never goes to the visitor but lands in the reply box. When nobody is online a contact form opens, and the request goes to the “Callbacks” screen and, if configured, by email.
Reports and multiple sites
Conversations, handovers and chats that reached the payment page, comparison with the previous period, a daily chart and a conversion funnel. Several sites are run from one account, each with its own knowledge base, catalogue and conversations. AI usage is visible in real time, with daily, weekly and per-visitor limits.
How does an AI customer agent differ from standard live chat?
Most standard live chat tools only exchange messages. SmartOperator does more than reply: it gets things done on the site through the site’s own actions. The comparison follows the table on the product website.
| Capability | SmartOperator | Standard live chat tools |
|---|---|---|
| Running the site’s own actions | Yes | Mostly messages only |
| Visitor confirmation for important actions | Yes | Usually not |
| Priced product cards from the catalogue | Yes | Extra integration |
| Read-only access to the store database | Yes | Usually not |
| Seeing how each answer was reached | On every answer | Usually hidden |
| Payment page rule | Nothing is read | Same as any other page |
| Hidden testing on the live site | Yes | Extra configuration |
| One-click takeover | Yes | Yes |
SmartOperator in figures
| Measure | Value | What it means |
|---|---|---|
| Installation code | 2 lines | A script tag added to the site’s shared template. |
| Window layouts | 4 | Bottom right, bottom left, side panel, full screen. |
| Ready-made site actions | 3 | Go to a page, show a section, search the page. |
| Database engines | 3 | MySQL/MariaDB, PostgreSQL, SQL Server (read-only). |
| Query limits | 8 s · 20 rows | Maximum query time and rows read from the store database. |
| Catalogue search | 0.3 s at most | In a measurement with one million products. |
| Message limits | 30/min · 800/day | Per connection; each message up to 1,000 characters. |
| Low rating threshold | 3 or below | The conversation becomes a handover request. |
| Retention period | 7 days – 10 years | Chosen by the company; expired conversations are deleted daily. |
What can the agent see, and what can it not?
The agent can see what is typed into the chat, the visible text of the page and any customer context the site itself sends. Values typed into form fields, sections marked as hidden and the payment page are never read, so passwords, card numbers and ID numbers never reach the agent.
For personal data processes across your organisation, we also offer data protection (KVKK) compliance consultancy.
The payment page is the last stop
The agent prepares the basket and sends the visitor to the payment page; there it reads nothing, sends no context and runs no actions. Payment addresses are added in settings or marked in the page code.
With the visitor’s own rights
Actions run in the visitor’s browser, within their own session. The agent is never given the site’s admin password or server access.
Retention period
The company chooses between 7 days and 10 years. Expired conversations are deleted automatically every day, together with their notes and callback requests.
Protection against misuse
Suspicious visitors pass a Smart360 Security bot check before they can type. Recognised off-topic and manipulation attempts are not sent to the model, and message volumes are capped.
Separate database
Each company’s data sits in its own separate database. The store database is accessed with a read-only user, and every query is checked before it runs.
Privacy notice and export
A link to your KVKK privacy notice appears in the chat window. Admins can export conversations as an Excel-compatible file, and every export request is logged.
Who is SmartOperator for?
The same product does different jobs depending on the tasks you give it. Industry templates bring those tasks ready-made, apply in one click and can be extended with your own actions.
Clinics and healthcare
Clinic template: the agent books appointments and writes them to the shared calendar during the chat.
Spare parts websites
Spare parts template: finds the part that fits the vehicle and shows it with price and stock.
Online shops
A sales adviser built on the catalogue and site actions: finds products, suggests complementary items and adds them to the basket.
SmartSales stores
SmartOperator reads the SmartSales store’s product and stock data read-only to find products for visitors.
Businesses with out-of-hours questions
The agent answers at any hour and logs a callback request when your team needs to respond.
Companies with several websites
All sites are run from one account, and team members are assigned only to the sites they look after.
How do you add SmartOperator to your site?
Setup takes four steps and does not depend on the platform your site runs on: it works on any site whose pages can take a script tag.
Sign in
Sign in to the panel with your Smart360 identity and open Management → Sites.
Register the site
Enter the site name and its domains; each site gets its own key.
Paste the tag
Add your own two-line tag to the site’s shared template.
Test in hidden mode
Try it on the live site with real pages, before customers can see it.
Where can I find plans and pricing?
Current plan and pricing details are on the SmartOperator plans page (in Turkish). Subscriptions are opened through your Smart360 account: you can buy SmartOperator online on the Smart360 purchase page. For a setup call, your site address, a rough product count and what you expect from the agent are all we need.
How does SmartOperator work with the other Smart products?
SmartOperator is the Smart product family’s answer to customer conversations on your website. Your team signs in with the same identity they use for SmartMail, SmartFiles or SmartPass, so no separate password is needed to take over a live chat.
- SmartID, one identity: the panel opens at your company’s own address and you sign in with your Smart360 identity; there are no separate usernames or passwords.
- One admin panel: users, subscriptions and billing are managed in the Smart360 panel, with a single user list whichever products you use.
- Smart360 Security: in the chat window, suspicious visitors pass the same security layer’s bot check before they can write to the AI.
- Shared calendar: with the clinic template, the agent writes the appointments it books to the shared calendar.
- SmartSales link: SmartOperator reads the store’s product and stock data read-only; order details are shown only to verified customers.
- Start small: each product can be bought on its own; products added later use the same account and user list.
Smart360 is Digital Bridge’s family of business applications: email, files, website customer conversations and access control run with one identity and one panel; SmartPM for project management signs in with the same Smart360 account, and SmartSales covers online selling. See the whole family on the Smart360 page.
The Smart product family
Smart360 is Digital Bridge's family of business applications. SmartMail, SmartFiles, SmartOperator and SmartPass open with one identity (SmartID) and are managed from one organisation panel; SmartPM also signs in with the same Smart360 account, and SmartSales is the family's e-commerce product. The family's sign-in screens and forms are protected by Smart360 Security. Start with the product you need and add the others later.
What is Digital Bridge’s role in SmartOperator?
SmartOperator is developed by Digital Bridge, a software company based in Adana, Turkey. The knowledge base, catalogue, site-specific actions and the agent’s role and tone are prepared with you during setup by the team that builds the product, and the same team sets up any store database connection.
Where your site needs custom actions or connections to other systems, we also offer enterprise LLM assistants, NLP and chatbot solutions, AI integration, e-commerce and B2B, API integration and custom web software.
Guides on AI and customer conversations
- Customer service chatbot: what to automate and when to hand over to a human
- Agent assist AI: drafting replies and summarising cases for service teams
- How to reduce AI hallucinations in business assistants
- Retrieval augmented generation: answering from your own information
- AI and personal data protection in Turkey (KVKK)
Let’s set up an agent that sells on your website
Share your site address, a rough product count and what you expect from the agent, and we will prepare the knowledge base, catalogue and site actions with you.
Frequently Asked Questions
What is SmartOperator?
SmartOperator is an AI customer agent developed by Digital Bridge and added to a website with two lines of code. It talks to visitors inside the site, finds catalogue products and shows their prices, and adds items to the basket or books appointments through actions the site defines. When unsure, it hands the conversation to the company’s team. It belongs to the Smart product family (Smart360), and the team signs in to its panel with a Smart360 identity.
Which websites does SmartOperator work on, and does it slow them down?
SmartOperator does not depend on the site’s platform: it works on any website whose pages can take a script tag, with no server or plug-in required. The script loads asynchronously and does not hold up the page. Only a small chat bubble is drawn when the page opens; the chat window itself loads when the visitor moves towards the bubble or clicks it, so page loading is not affected.
Can we test the agent before customers see it?
Yes. With hidden mode switched on in the tag, the chat bubble is visible only to someone who opens the site with a test parameter added to the address. That means the agent is tested on the live site, with real pages, the real catalogue and real site actions, while ordinary visitors see nothing. This hidden test is the last of the four installation steps.
How does the product catalogue get into SmartOperator?
The catalogue is imported from a CSV or XML feed, either by uploading a file or pasting its contents. Product code, name, price, stock, page and image are enough, and fields are mapped automatically. Alternatively, a read-only connection is set up to a MySQL/MariaDB, PostgreSQL or SQL Server store database. If the database user has any right beyond reading, the connection will not activate, and every query is checked before it runs.
Does it work on sites with a very large number of products?
The catalogue is never handed to the AI wholesale; for each question only a few relevant products are searched. In a measurement with one million products, a search took 0.3 seconds at most. Names, prices, images and links on product cards are not written by the AI but come straight from your data. Products update by product code, and items missing from a full feed are deactivated rather than deleted.
Can the agent place an order on a visitor’s behalf?
The agent runs only the actions your site defines, and those actions run in the visitor’s own browser and session. For important steps such as placing an order or submitting a form, a Confirm button appears in the chat and nothing happens until the visitor presses it. The payment page is the last stop: the agent prepares the basket and sends the visitor there, but reads nothing and runs no actions on that page.
What does the AI do when it does not know the answer?
SmartOperator writes each answer only from the sources it has found: knowledge base entries, the catalogue and the visible text of the current page. When there is nothing to base an answer on, it does not guess; it offers to pass the conversation to your team or to take the visitor’s contact details. For every answer, the panel shows which entry, product and tool were used in the How did it answer? section.
How does the AI respond to off-topic or malicious questions?
Recognised off-topic questions and manipulation attempts are never sent to the model. If a visitor tries again and again within a short time, the AI is switched off for that visitor for one hour. A suspicious visitor passes a Smart360 Security bot check before they can write to the AI, and the number and length of messages are limited.
How is AI usage limited, and what happens when a limit is reached?
The package includes a monthly AI usage allowance. Within it, the company administrator sets daily, weekly and per-visitor limits; usage is visible in the panel in real time and unusual usage triggers a warning. When a limit is reached, the visitor is directed to a team agent or the contact form instead of the AI. Security rules such as not reading the payment page or form fields do not depend on the AI.
What happens out of hours or when nobody is online?
The agent answers visitors at any hour of the day. When a question needs your team, or nobody is online, a contact form opens in the chat. The request appears on the panel’s Callbacks screen with New, Called and Completed statuses, and an email is also sent if a notification address is set. Your team can jump from the request back to the related conversation in one click.
How does SmartOperator protect personal data?
Values typed into form fields and sections marked as hidden are never read on any page, so passwords, card numbers and ID numbers never reach the agent. The company chooses a retention period between 7 days and 10 years, and expired conversations are deleted automatically every day. Each company’s data is kept in its own database, suspicious visitors pass a Smart360 Security bot check, and a privacy notice link appears in the chat window.
Have a different question? Ask Us