Yasan vs. Smartsupp: AI shop assistant or communication platform?
Smartsupp or Yasan? A comparison of AI chatbot, live chat, multichannel communication and pricing. When one makes sense, when the other, and when both.
This article was written by the Yasan team, so Yasan is our own product. We aim for a fair comparison: facts about other solutions come from their public websites, and for each one we say when it is a better fit than Yasan.
Short answer
Both Yasan and Smartsupp offer an AI chatbot that knows your products and a live chat in which a person from your team takes over the conversation. They differ in where their centre of gravity lies. Yasan is an AI shop assistant: it has AI search, an AI chatbot built on the catalogue, order status lookup and live chat in a single plan. Smartsupp is a customer communication platform: it combines live chat with messages from email, WhatsApp, Messenger and Instagram, and offers tools for a team of agents and the AI assistant Mira as a paid add-on.
Choose Yasan if you want AI to help shoppers find and choose products in both search and chat, plus live chat for the moments when a person is needed. Smartsupp is the better fit if you serve several communication channels and need to manage the work of a larger team of agents.
What is Yasan
Yasan is an AI shop assistant for online stores. It serves the shopper in search and in the chat window, and uses the same knowledge of the catalogue in both places.
AI search distinguishes how complex the query is:
- “iPhone 15 Pro 256 GB” is handled as ordinary search;
- “clear case for iPhone 15 under €20” is translated into product, compatibility, design and price;
- “a gift for a grandmother who loves gardening” or “lightweight running shoe for tarmac and a wider foot” is treated as a request for advice.
The AI chatbot is part of all standard plans. It knows the catalogue including variants, prices, stock and reviews, so it can recommend and compare products, explain the differences and answer compatibility questions. From the FAQ and the terms and conditions it answers questions about delivery, payment or returns. If the store switches the feature on, it also shows the shopper their order status after verification with a six-digit code sent by email. It answers around the clock and in European languages.
Live chat is likewise part of all standard plans. When a shopper wants to talk to a person or the AI is out of its depth, the store’s agent takes over the conversation right in the chat window, replies and can then hand it back to the AI. Live chat availability can be set to “always online”, according to opening hours, or “offline”; outside opening hours the shopper leaves an email address and a question in a contact form. Browser notifications keep watch for new conversations. Details are described in the Yasan help centre.
Yasan offers AI replies to emails in its custom plan.
What is Smartsupp
Smartsupp is a customer communication platform. Its foundation consists of:
- live chat on the website;
- a shared team inbox for messages;
- communication from email, WhatsApp, Messenger and Instagram;
- assigning conversations to agents;
- statistics and a mobile app;
- automated Flows scenarios;
- AI tools for agents and the AI assistant Mira for automated communication with customers.
It is useful to distinguish two AI features. AI Reply Assistant helps a human agent word their replies. Mira answers the visitor on its own in the website chat and is paid for as an add-on according to the number of conversations.
Mira can draw on web pages, an XML feed, custom texts and prepared questions and answers. In the basic plan, according to the price list, it knows up to 30,000 products and 20 web pages. It can recommend products, display product cards, price and availability, and hand the conversation over to a person. However, it does not replace the store’s main search. On external channels such as WhatsApp or Instagram, messages in Smartsupp are typically handled by human agents; Mira is intended for the website chat.
The main difference: AI shop assistant or communication platform
Both have an AI chatbot and live chat. The difference is in what they are built around.
An example: a shopper is looking for “black waterproof shoes under €100, size 43”.
- Yasan handles the query in search already and shows matching shoes. When the shopper opens the chat, the AI chatbot continues over the same catalogue, asks follow-up questions or compares models. If the shopper wants to talk to a person, an agent takes over the conversation in the same window.
- In Smartsupp the shopper opens the chat. Mira (if the store has it) asks a follow-up question and offers products; otherwise an agent takes over the query or a preset Flow catches it.
So Yasan is built around selling: search, chatbot and live chat serve to help the shopper find and buy the right product. Smartsupp is built around communication: it unifies channels and helps the team handle messages, and AI is one of its layers.
Overview by situation
| Shopper or store situation | Yasan | Smartsupp |
|---|---|---|
| Looking for an exact model | Ordinary search in the catalogue | Chat, or a human agent can send a link |
| Combines a product with price, colour and size | Turns the whole sentence into search results; recommends products in chat | Mira can recommend products in a conversation |
| Needs advice on what to choose | AI chatbot with knowledge of the catalogue, included in the plan | Mira (paid add-on) or a human agent |
| Asks about delivery or returns | AI chatbot answers from the FAQ and the terms and conditions | Mira, a Flow or an agent |
| Asks about order status | In chat after verification with a code sent by email, included in the plan | On Shoptet a pre-built Flow (from the Plus plan and only with the Smartsupp+ add-on) |
| Wants to talk to a person | Live chat in the plan: an agent takes over the conversation in the same window; a contact form outside opening hours | Live chat is the core of the product |
| The store manages messages from several channels | Website chat; AI for emails in the custom plan | Website, email, WhatsApp, Messenger and Instagram in one inbox |
| The store manages a larger team of agents | Live chat with conversation takeover; advanced team features are not the main purpose | Assignment, teams, statistics and a mobile app |
How the two tools work with order status
Yasan verifies the shopper in chat with a six-digit code that it sends them by email, and then shows them information about their order. Order status lookup is part of all standard plans and builds on the AI chatbot, so the shopper deals with both products and their order in the same window.
Smartsupp handles order queries according to the platform and the automation that has been set up. On Shoptet this is done by a pre-built Flow, that is, a scenario with preset texts, not an AI answer. It shows a logged-in customer their orders; a customer who is not logged in enters an order number or email address. After two failed attempts it offers the support contact. According to Smartsupp’s help pages, the feature requires the new Smartsupp+ add-on (the old Smartsupp add-on does not support it) and the Plus plan or higher. On other platforms the options depend on the integration and configuration.
In both cases you need to check what order data the integration actually makes available and how customer verification works.
Where Smartsupp has the edge
Multichannel communication
If customers write from the website, email, WhatsApp, Messenger and Instagram, Smartsupp gives the team one place to work with messages. Yasan does not replace such a communication inbox.
Tools for a larger team of agents
Smartsupp is designed for a customer care team. It offers conversation assignment, teams, statistics on agents’ work and a mobile app.
Live chat even without AI
A store does not have to automate everything. It can start with classic live chat and Flows, including on the free plan, and add AI later.
Broader communication integrations
Besides e-commerce platforms, Smartsupp also deals with communication channels and support workflows. It is therefore the better fit for companies that want to unify communication across channels.
Where Yasan has the edge
AI chatbot and live chat in one plan
The AI chatbot, live chat and order status lookup are part of every standard Yasan plan. The store does not have to combine a communication plan with an AI add-on paid for by the conversation.
A chatbot that sells
Yasan’s AI chatbot is built on knowledge of the catalogue: variants, parameters, stock, reviews and compatibility. It does not just answer operational questions; it helps the shopper choose a specific product.
Live chat picks up where the AI leaves off
When a person is needed, an agent takes over the conversation in the same window together with its whole history. The shopper does not have to repeat anything, and once the matter is resolved the AI can take the conversation over again.
AI right in search
The shopper does not have to open the chat. They type a complex request where they already search, and get product results. Search and the chatbot draw on the same data, so they will not offer conflicting information.
A spectrum from exact product to open-ended need
Yasan is not only meant for sentences like “I need a gift for my grandmother”. It also works for an exact model, and above all for the queries between these extremes: “the red model in size 38”, “a spare part for this type” or “a leather handbag under €120”.
How we compared
The comparison is based on both vendors’ public websites, verified on 1 November 2026, and on a short, informal trial on several live stores in October 2026. It was neither a benchmark nor a representative sample, so we do not use results from individual stores to rate the products.
On the stores we tried, we saw Smartsupp mostly as live chat, in some cases with automated Flows scenarios. We did not evaluate Mira in operation, so we describe its capabilities according to the vendor’s documentation and price list.
For your own decision we recommend a simple procedure: take 20–30 real queries from your customers, including the ones that end with no results today, and try them in both solutions on the same catalogue. The quality of answers and results depends mainly on product data and configuration, which differ for every store.
Pricing
On its website, Yasan lists three standard plans: Starter at €31.99, Go at €82.99 and Pro at €206.90 per month excluding VAT with monthly billing; annual payment is 15% cheaper. Every plan includes AI search, the AI chatbot, order status lookup in chat and live chat. The plan is determined by the store’s traffic (up to 8,000, 25,000 and 100,000 unique visits per month), and both AI search and the AI chatbot are unlimited in all plans, subject to fair use. The trial period lasts 14 days with no payment card required.
Smartsupp has a free plan with a limit of 25 conversations per month. With annual billing it lists the plans Solo at 349 Kč, Plus at 524 Kč and Expert at 1,749 Kč per month excluding VAT; paid plans can be tried free for 14 days. Mira is paid for separately: with annual payment, 400 Kč per month for 100 AI conversations, with further packages of 100 conversations at the same price (up to 5,000 conversations per month). For trying it out it gives 10 free conversations, and another 25 after onboarding is completed. It can also work on its own with the free version of live chat. Current limits and the billing method need to be checked on the Smartsupp pricing page.
For comparison: live chat with the AI assistant for 100 conversations comes to, for example, 749 Kč per month with annual payment in Smartsupp as the Solo plan plus Mira, and 924 Kč with the Plus plan (needed for the order Flow on Shoptet). Yasan Starter at €31.99 (759 Kč) per month has an unlimited number of AI conversations, subject to fair use, and additionally includes AI search and order status lookup; Smartsupp, in turn, offers more communication channels and team features. So compare the price for the features you will actually use.
When to choose Smartsupp
Smartsupp is probably the better choice if:
- customers write to you not only on the website but also by email and via WhatsApp, Messenger and Instagram;
- you have a larger team of agents and need assignment, teams and statistics;
- you want to start with free live chat and add AI only later;
- most queries concern individual problems that a person handles anyway;
- product search on your website works well.
An example: a fashion store receives a large number of queries about exchanges and complaints via the website, email and Instagram, and has five people in support. Above all it needs to unify the channels and divide the work among agents.
When to choose Yasan
Yasan is probably the better choice if:
- you want an AI chatbot that advises shoppers on choosing products and knows your catalogue;
- you want an AI chatbot and live chat in one plan, without a separate AI add-on;
- shoppers often enter several parameters in one sentence and standard search ignores them;
- you want search and chat to draw on the same data;
- customers write mainly via the website and you have a smaller support team.
An example: a tool store gets queries such as “cordless drill for concrete walls under €120 with two batteries” in both search and chat. The AI answers them in both places, and when a shopper needs to deal with something individual, a colleague from the store takes over the conversation.
When it makes sense to use both
If website chat is enough for you, Yasan covers both the AI chatbot and live chat on its own and you do not need a second tool.
A combination can make sense if the support team handles a lot of messages from email and social networks:
- Yasan takes care of search, product selection and chat on the website;
- Smartsupp serves the team as an inbox for email, WhatsApp, Messenger and Instagram.
However, the interface needs to be designed so that the shopper does not see two chat bubbles on the website. The roles of the two tools must be clear to the visitor.
When you need neither
Neither solution may make economic sense if:
- you have a small and clear catalogue;
- shoppers easily find products using categories and a few filters;
- the volume of queries is so low that you can handle it by email;
- you do not have product or order data of usable quality;
- you cannot measure whether a new tool has improved conversion or reduced the support workload.
Fix navigation, descriptions, filters and catalogue data first. AI cannot reliably fill in information that is not in the data at all.
Verdict
Both offer an AI chatbot and live chat. The deciding question is therefore not “who has chat”, but what the solution should be built around.
Yasan is an AI shop assistant: AI search, a chatbot that knows the catalogue, order status and live chat in one plan. It suits a store that wants AI to help shoppers choose and buy, with a person stepping in only when needed.
Smartsupp is a communication platform: several channels in one inbox, tools for a team of agents and Mira as an AI add-on. It suits a store whose main problem is the volume of messages across channels.
Updated 1 November 2026. Facts about other products are based on their public websites as of that date and may change. If you find an inaccuracy, let us know and we will correct it. Found an inaccuracy? Write to [email protected].
Try Yasan on your own catalogue
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