Wix Smart Chat Feedback

Ask the community
1

Exactly! I also stated a complaint.

I will post it here as well. This feels ridicules.

”Dear Wix Support Team,

I’m reaching out to formally express my frustration and disappointment regarding the discontinuation of the previous Wix Chat system and the forced transition to the new AI-based chat.

I have been a Wix customer for over 10 years, managing multiple websites, and the chat functionality has always been a core part of my operations. The previous system was reliable, practical, and aligned well with the needs of small and growing businesses.

The new Wix Smart Chat, however, represents a clear downgrade in functionality and usability for my use case.

Key issues:

  • Loss of multi-channel integration
    The ability to connect channels like WhatsApp Business was extremely valuable. This is now missing, removing a critical communication channel for customer interaction.

  • Removal of FAQ quick-reply buttons
    The previous system allowed structured, fast user interactions through predefined FAQ buttons. This has now been replaced by AI responses, which are not always accurate, consistent, or efficient.

  • Forced adoption of AI chat
    There is no meaningful option to continue using a traditional chat setup. This feels less like innovation and more like a forced transition into a new monetization model under the label of AI.

  • Reduced control and predictability
    AI responses introduce variability that is not acceptable in many business contexts where clarity and control are essential.

To be direct: the previous chat system worked. It was functional, efficient, and suited for real business use. Removing it entirely without offering a fallback option is a poor decision for long-term customers.

What I am requesting:

  • The option to toggle between:

    • Classic Wix Chat (non-AI)

    • Wix AI Chat

This would allow businesses to choose what actually fits their workflow instead of being forced into a one-size-fits-all solution.

At the moment, this change feels like a step backward and does not reflect the needs of many loyal users who have built their operations around Wix’s existing tools.

I hope you take this feedback seriously and reconsider the decision to fully phase out the previous chat system.”

2

Hey! I hope I can point you in the direction of a few articles which should help with some of this feedback :slight_smile:

Wix Inbox now supports the Communication Channels that the previous Wix Chat had. For example, you can connection to WhatsApp Business and reply to those conversation from your inbox

I know from my own experience with site chats, is that the FAQs often answered a subset of the questions I may want answering. The Wix Smart Chat allows you to provide additional context, guardrails etc to guide the conversation, which in most cases is more informative and able to cover a wider range of questions.

If you want manual chat, this can be changed in the chat settings - as we understand that it may be more relevant for specific use cases.

Screenshot 2026-04-07 at 17.34.02
Screenshot 2026-04-07 at 17.34.021177×528 59.1 KB

This is one of the reasons AI Training Rules are available - to give stronger guidance to the chat about what it’s knowledge covers, and areas of conversation it should avoid.

All that said, I appreciate the feedback and will share it with the team :slight_smile: