Magento Integration

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Customers on Magento stores want fast, accurate help while they browse, buy, and manage orders. Without tight connections between your storefront, documentation, and support, they bounce between FAQ pages and tickets, creating friction and cost. The Brainfish + Magento integration brings in-product answers to product pages and account areas, keeps Magento CMS knowledge synced automatically, and shows what content actually resolves issues. Together they deliver AI customer service that feels instant for shoppers and efficient for your team.

Why should I connect Brainfish with Magento?

Connecting Brainfish with Magento lets you keep knowledge synced automatically and deliver AI-powered support inside your store.

Give shoppers instant answers from Magento CMS and catalog content with AI support agents for in-product help.
Keep policies, FAQs, and product info current using auto-updating documentation that syncs on a schedule.
Reduce repetitive tickets so your Support and CX team can focus on complex cases.
See what answers work and where coverage is missing with built-in customer analytics.
Keep shoppers in flow so they complete purchases and solve issues without leaving the page.

How does AI customer service work with Brainfish and Magento?

Brainfish syncs Magento CMS pages and selected catalog fields, then uses them to answer questions contextually across your storefront. Sync runs automatically through our Content Sync integrations so AI customer service stays accurate as your site changes.

Authenticate to Magento with a scoped access token generated in Admin to grant read-only access to CMS pages, products, and categories.
Map fields by selecting which Magento CMS pages, product attributes, and FAQ blocks should train the Brainfish agent.
Choose a sync cadence and locales so content stays current on an hourly, daily, or manual schedule.
Install the in-product Brainfish agent on your storefront via tag manager or snippet to deliver answers where shoppers need them.
Monitor performance in Brainfish analytics to refine content coverage and improve answer quality.

For API details, see the Adobe Commerce REST API overview and Magento REST authentication.

What can I do with the Brainfish + Magento integration?

Answer product questions using synced attributes like materials, sizing, and compatibility from Magento catalog data.
Resolve pre‑purchase concerns with policy and shipping answers sourced from Magento CMS pages.
Guide shoppers through checkout, returns, and account setup with step‑by‑step responses in context.
Deflect repetitive tickets by handling “where is my order,” “how to apply a coupon,” and “return window” queries when content exists.
Highlight content gaps so teams update the right CMS pages first.

What are the benefits for each team?

CX leaders

Lower effort and higher conversion from answers inside the journey.

Reduce hops to support and keep shoppers moving, aligned with experiences built for your users.
Measure impact with outcome metrics and analytics on resolved intent.

Support teams

Fewer tickets and faster responses where escalation is needed.

Automate common questions with AI agents and free up headcount.
Prioritize high‑value cases using insights for the support and CX team.

Product teams

Turn shopper questions into better content and UX.

Spot confusing flows and missing specs with customer analytics.
Close loops faster in partnership with your product team.

Customer success

Proactive guidance after purchase without extra calls.

Deliver onboarding and how‑to help in product and in account areas.
Spend time on outcomes, not repeating policy answers.

How is this different from using Magento alone?

Limitations of Magento alone: shoppers must search static CMS pages, updates are manual, and resolution analytics are limited.
Advantages with Brainfish: answers appear in context via in-product AI agents, knowledge stays fresh with auto-updating docs, and impact is measured with analytics.

When is the Brainfish + Magento setup most valuable?

High ticket volume during launches or seasonal peaks.
Fast‑changing catalogs, policies, or promotions.
Lean teams that cannot scale headcount quickly.
Complex configurations, sizing, or compliance requirements.

How do I set up the Brainfish + Magento integration?

Authenticate to Magento with a scoped access token generated in Admin to grant read-only access to CMS pages, products, and categories.
Map fields by selecting which Magento CMS pages, product attributes, and FAQ blocks should train the Brainfish agent.
Choose a sync cadence and locales so content stays current on an hourly, daily, or manual schedule.
Install the in-product Brainfish agent on your storefront via tag manager or snippet to deliver answers where shoppers need them.
Monitor performance in Brainfish analytics to refine content coverage and improve answer quality.

Once enabled, sync starts automatically and your agent begins answering with Magento knowledge; you can explore more options in the Brainfish Integrations Hub.

What results should I expect?

Teams typically see higher conversion, fewer repetitive tickets, and faster answers as AI customer service becomes the default path to resolution.

Self‑service rate: resolved sessions divided by total sessions, often increasing toward 70–90 percent.
Ticket deflection: repetitive contacts avoided per week after launch compared to baseline.
Time to first answer: median seconds to the first helpful response from the agent.
Article freshness: percent of synced CMS content updated within the past 30 days.
Coverage of top queries: top 50 intents matched to at least one reliable answer.

For a reference point, Smokeball achieved dramatic improvements, including a 74 percent drop in search‑to‑ticket and significant NPS gains in these stories: how Smokeball reduced search‑to‑tickets and Smokeball cut self‑serve to human rate by over 50 percent.

We stopped sending shoppers to a help center and started solving issues where they happen. Checkout got smoother and tickets finally dropped.

FAQ

Does Brainfish replace Magento or its CMS? No. Brainfish uses Magento as the source of truth and makes that knowledge ambient and contextual across your storefront.

How often does Brainfish sync with Magento? Sync runs automatically on the cadence you choose, and you can trigger manual refreshes using auto‑updating docs.

Is my Magento API token secure? Yes. Use least‑privilege, scoped tokens and rotate regularly; Brainfish encrypts credentials and supports secure retrieval practices aligned with Magento REST authentication guidance.

Does the integration work with multiple languages or store views? Yes. Select locales and store views during setup so the agent answers in the right language and context.

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