Assistant can answer factual contact and location questions and offer an in-chat contact form. Configure only information that is public, current and appropriate for every visitor.

Public business facts

Open NAI Assistant → Settings → Contact & Leads and set:

• business phone;
• public business email;
• business address;
• opening hours.

The default address can be drawn from the WooCommerce store address. Review it before launch: a fulfilment, private or registered-office address may not be suitable as a customer destination.

The address powers factual location answers and universal Google Maps/Waze actions. Use a complete address that both services can resolve. Put holiday exceptions and complex service-area rules on a maintained public page rather than overloading the address field.

In-chat contact form

Enable Contact form inside chat, then configure:

• recipient email;
• notification subject;
• sender name;
• sender email;
• whether phone is required.

Use a sender address on the same domain as the WordPress site for better deliverability. The customer’s address remains the reply destination; do not use a visitor-supplied address as the raw From address.

Collect only fields needed to handle the enquiry. Requiring a phone number should be a deliberate business decision, not a default.

Delivery test

1. Submit a test from a logged-out private browser.
2. Use a safe test name, email and message.
3. Confirm the on-screen success state appears only after WordPress accepts the send operation.
4. Check inbox and spam folders.
5. Confirm subject, From, Reply-To and body formatting.
6. Reply and verify the response goes to the test visitor.
7. Confirm the submission does not expose configuration or another visitor’s information.

If the host’s default WordPress mail is unreliable, configure an authenticated SMTP or transactional mail plugin before collecting real leads.

Grounded contact answers

Test direct questions such as:

• “What is your phone number?”
• “Where are you located?”
• “Are you open on Saturday?”
• “How can I request a quote?”

The visible value should match Contact & Leads or the authoritative selected page. When a policy page contradicts the settings field, choose one authoritative source and update the other.

Privacy and retention

Contact submissions contain personal data. Document the purpose, recipient and retention in the site’s privacy notice. Restrict the recipient mailbox and WordPress administrator access. Do not include full contact submissions in support screenshots or diagnostic exports.

Conversation logging is separate from email delivery. Review Technical diagnostics and Logs / Analytics so messages are not kept longer than the published policy.

Troubleshooting

• No email arrives: verify recipient, domain-aligned sender, WordPress mail and spam filtering.
• Reply goes to the site instead of visitor: inspect the Reply-To header and sender configuration.
• Wrong map destination: correct the single public address and clear Assistant response cache.
• Old opening hours remain: update the field/source, rebuild knowledge if needed and test a fresh conversation.
• Form is not offered: confirm the feature is enabled and that the current surface permits the action.
• A contact answer cites a blog post: create/select a dedicated contact or support page and test guide/service routing.

Verification checklist

• Public phone, email, address and hours are accurate.
• Map actions resolve to the intended customer location.
• Only necessary fields are required.
• A real end-to-end test reaches the controlled inbox.
• Reply-To works.
• Privacy and retention practices cover both contact and conversation data.