SuperBot for Salesforce Commerce Cloud

01

What SuperBot does on Salesforce Commerce Cloud

On Salesforce B2C Commerce, SuperBot is a template override in your own cartridge, shipped through your normal code deployment and checked on a sandbox first. It answers from published storefront content and needs no access to orders or customer records.

• Read-only by design: answers come from published content, with no access to orders or customer records.
• A template override in your own cartridge, not a LINK cartridge with its own upgrade cycle.
• Sandbox first: deploy, review, and promote like any other code change.
• Escalation carries the whole conversation into the shared inbox rather than a disconnected form.

02

Before you install

The quality of the first answers depends on what a visitor can already read on your site, so publish your current shipping, returns, and contact information before training the agent. Have your site URL and one test page ready.

• Use the site that should be connected to this SuperBot workspace, not a staging copy.
• Check that your policy and product pages are written for customers rather than internal staff.
• Decide where escalations should land: the SuperBot inbox, Slack, or your existing support process.
• Copy the exact snippet from your SuperBot dashboard so the site ID routes conversations to the right workspace.

03

Install SuperBot on Salesforce Commerce Cloud

An override of common/layout/page.isml (or htmlHead.isml) in your own cartridge, placed ahead of app_storefront_base in the cartridge path. Deploy the code version, then invalidate the page cache under Administration → Sites → Manage Sites → your site → Cache.

• Create a SuperBot workspace for the site you are launching first, and test against its sandbox storefront.
• Add the URLs of your published shipping, returns, and size-guide content, plus key product pages.
• In your custom cartridge, override the SFRA page decorator (common/layout/page.isml) or htmlHead.isml and add the snippet.
• Keep the cartridge ahead of app_storefront_base in the site's cartridge path in Business Manager, deploy the code version, and invalidate the page cache.
• Review answers with your support team on the sandbox, then promote the change to production.

04

Check that it is live

Open your site in a private window rather than the editor or preview, because most platforms only serve custom code on the published site. The launcher should appear in the lower corner within a second or two.

• Load a real published URL, not an editor preview or a password-protected page.
• Open the launcher and send a question you know the answer to, then confirm the reply cites your own content.
• Check one product or interior page as well as the home page, since templates can differ.
• If you run several languages or store views, check one page in each.

05

If the widget does not appear

Almost every failed install is one of four things: the change was never published, a cache is still serving the old page, the snippet carries the wrong site ID, or another script is stripping it.

• Invalidating the site page cache clears all of it and can take up to 15 minutes to complete; do it outside peak trading.
• Composable Storefront (PWA Kit) sites are React apps, so the snippet belongs in the app's shared layout, not in ISML.
• Each site in a realm renders its own pages. If brands need separate agents, give each site its own SuperBot workspace and snippet.
• A Content-Security-Policy on the storefront must allow superbotapp.ai.
• Open your browser console and look for a blocked request to superbotapp.ai, which points at a Content-Security-Policy or an ad blocker.
• Confirm the site ID in the snippet matches the workspace you are looking at in the dashboard.

06

Train and test before you send traffic

Approve a small, representative set of answers before the widget meets real customers. Test the questions that normally create tickets or stop a purchase, and correct the wording once so every later answer inherits it.

• Start with the ten questions your team answers most often.
• Check that policy answers link to the live page that supports them.
• Add a trained answer for anything the agent gets wrong rather than editing the source page twice.
• Decide what should escalate immediately — refunds, complaints, anything account-specific.

Common questions