Workspace Aliases

Define shortcut terms and nicknames for products so your customers can use familiar language when chatting with the AI on the order portal.

What are workspace aliases?

An alias is a shortcut term that maps to a specific product and unit of measure in your catalogue.

Aliases are defined at the workspace level — once saved, they apply to all customer portal chats in your workspace. If your customers tend to use industry nicknames, abbreviations, or terms specific to your business, aliases let the AI understand them without guessing.

Example:

• Your workspace sells: Roma Tomatoes Box 20kg (SKU-TOM-20KG)
• You add alias: big box → Roma Tomatoes Box 20kg
• Any customer who types "2 big boxes please" in the portal chat gets 2 × Roma Tomatoes Box 20kg added to their cart — no confirmation step needed

Managing aliases

Go to Configuration → AI → Aliases.

Adding an alias

1. Click Add Alias.
2. Type the alias text (the term your customers use, e.g. "big box").
3. Search for the product using the product picker.
4. Select the specific unit of measure (UoM) the alias should map to.
5. Click Save.

The alias becomes active immediately for all portal sessions in your workspace.

Deleting an alias

Click the delete icon on an alias row. Deleted aliases are removed immediately and can be re-added at any time.

Viewing alias source

Each alias shows where it came from:

How customers create aliases

When a customer uses an unrecognised term in the portal chat, the AI attempts a fuzzy product match and asks for confirmation:

"Did you mean White Bread Loaf (SKU-BRD-WHT)? I can save 'fresh bread' as a shortcut for next time."

If the customer confirms, the alias is saved at the workspace level and is available to all future portal chats immediately.

To disable this behaviour, go to Configuration → AI → Settings and turn off Alias Learning. The AI will still attempt to match unrecognised terms using product search, but will not offer to save the result.

Tips

• Aliases are case-insensitive and whitespace-normalised. Big Box, big box, and BIG BOX all resolve to the same alias.
• The same alias text cannot be assigned to two different products. If a conflict occurs, the existing alias takes priority.
• Aliases only affect AI chat. They do not change how products appear in the catalogue grid or search.
• You can preload common industry terms before customers ever use the chat. No customer interaction is required to add aliases manually.

Related

• AI Assistant Overview
• Portal AI
• Knowledge Base
• Configuration → AI Settings