Weli is your AI assistant — it learns your site and answers visitors 24/7, in their language. These docs walk you from the one-line install to webshop order lookup and personalised, returning-customer replies.
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Get set upLive order-status lookup, recommendations, and greeting returning customers by name.
Set up personalisationGo to Publish in your Welio Console and copy the one-line snippet, then paste it right before the closing </body> tag of your website: <script src="https://welio.eu/widget.js" data-token="YOUR_TOKEN"></script>. It works on any site - WordPress, a custom HTML page, or a website builder. The assistant appears within about a minute. Your token is unique to your bot; keep it as shown.
Welio has official plugins for the major platforms. For Shopify add the snippet in your theme (or via the app), for WooCommerce/WordPress paste the one line in the footer or use a code-insertion plugin, for Shoprenter and UNAS paste it into the custom code / external codes box. In every case it is the same single <script> line from the Publish page - no coding needed.
You can add Welio without editing your site's code by using Google Tag Manager. In GTM create a new tag of type Custom HTML, paste the one-line snippet from the Publish page (the <script src="https://welio.eu/widget.js" data-token="YOUR_TOKEN"></script> line), set the trigger to All Pages, then Save and Submit/Publish your container. The assistant appears on every page within a minute. Great for shops where you manage scripts through GTM.
Your assistant only answers from the knowledge you give it. There are three ways to add knowledge: Website (import a URL and Welio crawls your pages), Documents (upload PDF, TXT or Markdown files), and FAQs (write question-answer pairs yourself). Add all three for best results. After adding knowledge, the assistant can use it immediately.
On the Website page paste your site URL and Welio crawls it, reading your pages and building the knowledge base automatically. On higher plans an automatic nightly re-crawl keeps it fresh so new content and prices stay up to date. If a page is missing, add its exact URL and re-run the import.
On the Design & personality page you control how the widget looks, and changes appear on your site right away, on every plan. You can set: the assistant's name and header title, the accent color, a light or dark theme (or 'auto' to follow the visitor's device), an avatar (an image or an emoji), the welcome message, the launcher button, and whether the chat bubble sits on the bottom-left or bottom-right.
Instead of a round chat bubble you can switch on a slim floating bar - a horizontal prompt inviting visitors to chat, which works especially well on mobile. Turn it on in the widget / design settings. It is optional and available on every plan.
The Personality / tone field on the Design page is where you tell the assistant how to sound and behave - friendly or formal, what to emphasize, what to avoid. Write clear instructions; the assistant follows them on every reply. You can also generate a first draft with the AI button and then edit it.
Conversation starters are one-tap example questions shown when a visitor opens the chat, like 'How much does it cost?' or 'Do you ship to my country?'. Set them on the Design & personality page. Good starters help visitors begin and guide them to what you want them to ask.
The assistant replies in the language your visitor writes in. English is the base, and it understands and answers in many EU languages automatically. On Growth and above you can also provide translated widget texts (greeting, starters) for a fully localized look. You do not need to set a language manually - it detects it per message.
On the Email AI page connect your support mailbox. The assistant then reads incoming emails, drafts a reply in your tone from your knowledge base, and either sends it automatically or gives it to you for review first - your choice. You get a notification for every reply so you stay in control. This is available on Growth and above.
Besides the website widget, from the Starter plan you can connect social channels so the same assistant answers there too. In the Console open the channel / social settings and connect your Facebook Page (Messenger), Instagram account and/or WhatsApp Business number, following the on-screen steps. Messages from every channel arrive in the same Inbox and use the same knowledge base. Connecting Meta channels requires you to authorize the Facebook Page, Instagram or WhatsApp Business account.
Voice input lets visitors speak to the assistant through a microphone button in the widget, available from the Starter plan. The first time, the visitor's browser asks permission to use the microphone. It works in the visitor's language, exactly like typed messages.
On Growth and above the assistant can look things up on the live web when your knowledge base does not have the answer. It uses your own content first and only falls back to web search for general or time-sensitive questions. Nothing to configure beyond having the feature on your plan.
Turn on Lead collection on the AI Actions page. When a visitor shares their name, email or phone during a chat, Welio saves it as a lead. You see all leads on the Leads page and can export them to CSV. The assistant asks for contact details naturally when it makes sense, for example before a callback.
On the AI Actions page, under notifications, paste a Lead webhook URL. Whenever a new lead with an email is captured, Welio sends a POST request to that URL with a JSON body: event, name, email, note, conv_id, tenant and timestamp. Point it at a Zapier/Make webhook, a Klaviyo endpoint or your own CRM to automate follow-up. Leave it empty to disable. Leads are always visible in the Console and exportable to CSV regardless.
Welio is AI-first: the assistant handles most chats, and offers a human only when the visitor asks or when it cannot help. When you take over a conversation from the Inbox, the AI stops replying until you hand it back. Turn the handover option on from the AI Actions page.
Every chat and email conversation is stored in the Inbox with full history. You can read what the assistant answered, follow up on leads, and take over live. This is also where you review how well the assistant is doing and spot questions it could not answer.
When a visitor asks something your knowledge base does not cover, Welio logs it on the Unanswered page. Review these, write good answers as FAQs, and the assistant gets smarter over time. This is the fastest way to improve answer quality.
How to get it: Settings -> Extras -> "Weli Match" - pick the bot and order. It activates immediately and appears as a monthly item on your invoice. All settings live in the Weli Match menu of the bot's Console: shop connection, offers, margin floor, hold-out, signup card and the personal shop assistant options. Switching off: disable it in the Weli Match menu or cancel the add-on. Your assistant simply returns to normal answering - the starter chip, signup card and offers disappear on their own, nothing is left behind.
Two webshop features are set up on the Products and AI Actions pages. Product recommendations: connect a product feed (Google Shopping XML or a compatible feed) so the assistant knows your catalog and can recommend the right products during a chat. Order-status lookup (Pro plan and above): on the AI Actions page turn on order status and connect your shop API (platform, base URL, key/secret). Then, when a visitor asks about their order, the assistant asks for the order number and the email used, checks your shop live, and reports the status. No visitor data is stored for this - it is a direct lookup.
Personalization is a Pro-plan feature: the assistant greets a logged-in customer by name, can reference their recent orders, and suggests relevant products (order history works for WooCommerce, Shopify and Shoprenter, not the generic custom endpoint). If a visitor is anonymous it simply behaves normally. Requirements: (1) be on Pro, (2) connect your webshop API on the AI Actions page, and (3) let the widget know who is logged in. On WordPress/WooCommerce this is automatic - just install our WordPress plugin (Download it on the Publish page) and it securely passes the logged-in customer with zero code. On other platforms you add a small snippet that calls Welio.identify() after login (see the Shopify / custom-site guide).
On platforms without our plugin you add a tiny snippet that tells the widget who is logged in. On Shopify, in your theme add this near the closing body tag (Liquid): {% if customer %}<script>(function(){var v={name:{{customer.first_name|json}},email:{{customer.email|json}}};function go(){if(window.Welio&&window.Welio.identify){window.Welio.identify(v);}else{setTimeout(go,300);}}go();})();</script>{% endif %}. On any custom site, after your visitor logs in, simply call window.Welio.identify({name:'Jane', email:'jane@example.com'}). Then, on the Pro plan, the assistant greets them by name and can reference their past orders. If the visitor is anonymous, nothing is sent and the assistant behaves normally.Go to Plans & Usage and pick a plan. Upgrades take effect immediately and you only pay the prorated difference for the days left in your period. Downgrades take effect on your renewal day, with no refund for the current period. Billing is per assistant (per bot), monthly, in EUR.
Each plan includes a monthly conversation quota (for example 200 on Starter, 750 on Growth). If you reach it, the assistant does not go dark - it keeps answering visitors politely, but new AI conversations may pause until the period resets or you upgrade. Widget chats and AI-answered emails both count toward the quota. You can top up with extra conversations from the Extras page.
Your invoices are listed on the Billing tab, in EUR. You can pay by card (Revolut Pay) or by bank transfer to the account shown there, using the invoice number as the reference. Official invoices are issued electronically. For a custom quote or the Infinity plan, contact hello@welio.eu.
On the Team tab you can invite colleagues to handle the Inbox together. Each seat is a flat monthly fee and gives access to the shared inbox, leads and live chat, but not to billing or plan changes. You (the owner) are always free. One seat gives access across your account's bots.
On plans that allow it you can hide the small 'welio.eu' line at the bottom of the widget. Find the branding toggle on the Design & personality page. If the toggle is not available, your current plan includes Welio branding - upgrade to remove it.
Welio is EU-hosted and privacy/GDPR-first. Traffic is encrypted in transit (HTTPS/TLS) and data is protected at rest. Every assistant's data lives in its own isolated store, so tenants are never mixed, and Console access is protected by a password and optional two-factor authentication. For visitors on your own website you are the data controller and Welio is your processor, covered by our Data Processing Agreement (welio.eu/dpa). Conversation transcripts are kept only for a limited retention period and then deleted automatically; to erase a specific visitor's data, contact us or use the erasure option in your Console. Your knowledge and chats are never used to train AI models. Full details: welio.eu/security, welio.eu/privacy and welio.eu/dpa.
Welio keeps the list of providers it relies on short and EU-first. The main ones: Anthropic (the Claude AI that writes the answers - it receives the visitor's message and the relevant parts of your knowledge base, and does not use it to train models); Hostinger (EU data centre - hosts the application, your data and the welio.eu mailboxes). Optional, only if you turn them on: Telegram (operator notifications and handover), Meta (only if you connect Messenger, Instagram or WhatsApp), and for Welio's own invoicing to you, Billingo and Revolut. The authoritative, always-current list is in our Data Processing Agreement at welio.eu/dpa.
The Welio widget is cookie-free: it sets no cookies and stores nothing in the browser's local storage. The conversation lives only in memory for the current page, so reloading the page clears it. Because of that, in most setups the widget does not need a cookie-consent banner. A short notice under the chat links to your privacy policy. Transcripts are stored on Welio's side (EU) for a limited period and then deleted. See welio.eu/privacy.
If your site uses a Content-Security-Policy, allow the Welio widget with these directives: script-src https://welio.eu (loads widget.js); connect-src https://welio.eu (the chat and handover API calls); img-src https://welio.eu (the branding icon - also allow your own product-image domains if you use the product feed); style-src 'unsafe-inline' (the widget injects a small inline style block). No third-party CDN is needed - everything is served from welio.eu.
If you cannot find an answer, email hello@welio.eu and a colleague will help. You can also ask right here - the assistant answers from the documentation, and hands you over to a human for account, billing or complex technical matters.
- Infinity (custom): unlimited conversations and products, custom integrations, dedicated onboarding and SLA. So: social channels and voice start on Starter; live chat, product recommendations, web search and AI email replies start on Growth; branding removal, personalized greetings and order-status lookup are Pro. You can upgrade or downgrade any time from Plans & Usage in the Console.
Ask Weli right here on any page, or email a human — we answer in your language.