Getting Started


Before we get started it’s important to understand the terminology we use here at Maisie.


A convo is simply an abbreviation of the word “conversation”. It’s just quicker and easier to say and type. It’s also typically Australian to shorten long words (and lengthen short words!). Don’t ask, it’s just a thing.

Convo Flows

A Convo Flow is the conversation your customers experience when interacting with Maisie on your website. When you create a Maisie account many Convo Flows are created for you automatically using templates. We do this to save you time. You can edit these Convo Flow templates as you view fit. You may also create your own custom Convo Flows from scratch.

A great feature of Maisie is that different Convo Flows can be used on different pages of your website. You may also display different Convo Flows to different types of visitors (new vs returning) and display Convo Flows based upon different triggers and conditions such as time on site, exit intent and cart value.

We provide Convo Flow templates for all pages, home page, product pages and cart page. You can also create custom flows for other pages like your blog or support pages by simply providing the relevant URL.

Convo Modules

A Convo Module can be a specialised bot like the Order Status Bot or it can be any Convo Flow branch (e.g. FAQs) that you might want to use in multiple Convo Flows. Modules are deeply integrated into your e-commerce software and communication channels and enable Maisie to perform many clever actions automatically (if we do say so ourselves!). For example, Maisie can perform tasks like showing new and best selling products, answering order and shipping status queries and sending price drop and back in stock notifications via email and Messenger.

Modules are designed to be reused over and over again across different Convo Flows. Again, Convo Modules are automatically created for you during Maisie account creation.


A Notification comprises a Message and Quick Replies that are displayed after someone lands on your website.

A Message is simply the initial text you wish to use to welcome visitors and alert them that there is assistance available, such as "How may I be of assistance?".

A Quick Reply is a clickable button beneath the Message, such as "Get product ideas", that informs your website visitors that there are a number of things that Maisie can do to assist them and that it is a lot more than just a live chat. It's a big part of the reason Maisie sees 10x-20x the customer engagement compared to your typical live chat.

Chat Window

Clicking any of the Quick Replies in a notification (or clicking the Maisie icon) will open up the Chat Window.

The Chat Window is where your website visitors can engage in automated conversations with Maisie and, if you enable it, live chat with your customer service team.

These automated conversations are determined by the Convo Flows you set up.

The Chat Window can also be triggered to open automatically under different conditions such as when a visitor is exiting your website.