Turn your knowledge into a support agent that never sleeps.

01 — Overview

What Scode AI is

Scode AI is a no-code customer-support assistant built for businesses in Iraq and the wider MENA region. You feed it what you know — your hours, prices, policies, product details, common questions — and it answers your customers automatically, in the language they write in, on the channels they already use.

The idea is one simple loop: add your knowledge → the assistant answers customers → it hands off to a human when it isn't sure. It never guesses its way into a wrong answer; when confidence is low, it politely escalates to your team instead.

What makes it a fit for the region

• Real Arabic, including Iraqi dialect. It understands and replies naturally in Arabic and English, and reads Franco-Arabic (arabizi, e.g. "shgad" for شقد) — customers can type however they type.
• Local awareness. It knows the Sun–Thu work week, greets appropriately around Ramadan and Eid, and understands local payment and delivery names.
• Your brand stays front and center. Customers only ever see your assistant, by the name you give it.

02 — Getting started

Live in minutes with the 4-step wizard

When you sign up, a short guided wizard walks you from empty to live. No developer required.

1. Introduce your business. Your name, business type, what to call your assistant, and a language mode — auto-detect, Arabic/Iraqi, or English.
2. Add your business info. Hours, address, contact details. You can also point it at your website to pull in your homepage, About, and Contact pages.
3. Test it. Ask real customer questions right there, and set how careful it should be before escalating.
4. Go live. Paste one line into your website, or connect WhatsApp / Telegram with your own account.

Picking a business type isn't just a label: it pre-loads a starter kit for your industry — sample questions and answers, business-info blocks, and the actions that make sense for you.

The safety dial

• Balanced — right for almost everyone. Catches out-of-scope questions while staying helpful.
• Cautious — for businesses where a wrong answer carries real risk (medical, legal). Escalates more readily.

03 — Knowledge

Building great knowledge (the heart of good answers)

Everything the assistant says comes from what you give it. There are four ways to add knowledge, and using the right one for the right thing is the single biggest lever on answer quality.

How the assistant decides what to say

1. If the question matches a Q&A pair almost exactly, it answers straight from it — instantly.
2. If it recently answered a very similar question, it reuses that answer — instantly.
3. Otherwise it searches your documents and Q&A, adds Business Info on top, and writes a grounded answer — measuring its own confidence from how well your knowledge matched.

If confidence is low — or it senses the customer wants a human — it escalates instead of guessing. That honest hand-off is a feature, not a failure.

04 — Testing & improving

Test before you launch, then keep it sharp

• Test playground. Ask questions in a private console running the exact same pipeline your customers get — answer, confidence, and sources used.
• Teach the bot. Turn any good answer into a permanent Q&A pair, or review auto-drafted candidates.
• Correct from the inbox. When the assistant gets something wrong, your agent writes the right answer — which becomes a saved Q&A so it never repeats the mistake.
• Gap reports. Questions it couldn't confidently answer are logged, so you can see exactly what to add next.
• Customer ratings. Customers rate a conversation 1–5, giving you a real satisfaction signal.

05 — AI Actions

Let the assistant do things, not just answer

Answering is half the job. AI Actions let the assistant take real actions during a chat — capture a lead, look up an order, book an appointment, or call your own system — without a person stepping in.

Two kinds of actions

• Ready-made actions. Capture a lead, hand off to a human, book an appointment, take an order, request a quote, check an order status. Pick a template, confirm what to collect, switch it on.
• Connect your own systems. Point an action at your own web address with the right key, and the assistant calls it live and reads the result back.

Safety on write actions

Actions that only read run instantly. Actions that change something can be held behind a "require human confirmation" switch. Every action is logged — what it sent, whether it worked, how long it took.

06 — Channels

Where your customers meet the assistant

Your website — one line of code

Copy one script tag into your site and the chat bubble appears. Fully self-contained, right-to-left aware for Arabic, and isolated so it can't clash with your styling.

<!-- paste before </body> on your site -->
<script
  src="https://ai.scode.iq/widget/scode-widget.min.js"
  data-api-key="sk_your_key_from_the_dashboard"
  data-base-url="https://api.ai.scode.iq"
  data-language="auto"      <!-- auto | ar | en -->
  defer></script>

The only required attribute is your API key. Everything else — colour, position, header wording, placeholder, launcher icon, welcome message, an optional pre-chat form, and whether to ask for a satisfaction rating — is set on the widget-customize page and reaches your live site on the next page load. You never have to re-paste this snippet to change how the chat looks.

Four ways to place the chat

A floating bubble suits most sites, but it isn't always right — on a help centre or inside a customer's account area you often want the chat to be part of the page rather than hovering over it. Pick the placement on the widget-customize page and it generates the matching snippet for you.

• Floating — the classic bubble in a corner. The default.
• Inline — the chat renders inside a box on your page, already open. Good for a Help or Support page, or a tab in an account area.
• Full page — the chat fills a page of its own. Good for a dedicated /support route.
• Your own button — no bubble at all; your existing "Need help?" button opens the chat.

Inline — the chat lives inside a box you place

<!-- the chat renders INSIDE this box, wherever you put it -->
<div id="scode-chat" style="height: 520px"></div>

<script
  src="https://ai.scode.iq/widget/scode-widget.min.js"
  data-api-key="sk_your_key_from_the_dashboard"
  data-base-url="https://api.ai.scode.iq"
  data-mode="inline"
  data-target="#scode-chat"
  defer></script>

Your own button, and reacting to the conversation

<!-- your own button opens the chat; no floating bubble -->
<script src="…/scode-widget.min.js" data-api-key="sk_…"
  data-base-url="https://api.ai.scode.iq"
  data-launcher="none" defer></script>

<script>
  document.querySelector('#help').onclick = () => ScodeChat.toggle();
  ScodeChat.on('escalated', () => analytics.track('support_escalated'));
</script>

Once the widget has loaded it publishes window.ScodeChat with open(), close(), toggle(), send(text) and on(event, handler). Events: ready, open, close, message:sent, message:received, escalated, conversation:ended.

No website? Use your chat page

If your customers find you on Instagram or walk into your shop rather than visiting a website, you don't need to embed anything. Publish your business page and you also get a ready-made chat page at the same address with /c/ instead of /p/ — the same assistant, the same knowledge, just a link you can send anywhere.

The Business page tab has the link, plus a QR code you can download and print. Put the link in your Instagram bio or your WhatsApp away-message, and the QR on your counter, your receipts or a flyer.

Locking your key to your own website

The widget key lives in your page source, which means anyone can read it — that is true of every chat widget, not just ours. Under Settings → API keys you can list the websites a key is allowed to run on, and it stops working anywhere else. Keys with no list show "Any website" and work from anywhere, which is how every existing key behaves until you set one.

WhatsApp, Telegram & Instagram

These connect using your own account — paste your credentials once (encrypted at rest), and inbound messages flow through the same brain as the website: same knowledge, same actions, same honest escalation.

07 — The human side

Inbox, agents & automations

• Agents see full history, reply from one place (with reusable canned responses), take over from the assistant, or transfer to a colleague.
• Roles keep things tidy: owner, admin, agent, viewer — enforced on the server, not just hidden in the UI.
• Automations react to events — new message, new conversation, escalation, resolution — and tag, notify, set status, send a canned reply, or trigger an action.
• Customers can end a chat themselves, which resolves it and clears it from your queue.

08 — Analytics

See the value you're getting

• Handled by AI — conversations resolved without a human, and the hours that saved.
• Deflection rate — share resolved by AI vs. handed to a human.
• Customer satisfaction — average rating, trends, distribution.
• Topics — what customers ask about most.
• Usage vs. plan — conversations used this month, with a projection.
• Agent performance — conversations handled, response times, ratings.

09 — Plans

Plans, limits & conversation credits

Need more without changing plans? Add-ons cover extra conversation packs, team seats, and knowledge capacity, plus optional extras like removing branding or a custom domain.

10 — Cheat sheet

Get the best results from Scode AI

1. Before launch, load at least 5 documents or 15 Q&A pairs — use the industry starter kit.
2. Put hours, address, prices, and policies into Business Info.
3. Update Business Info monthly. Stale hours or prices are the top cause of wrong answers.
4. Phrase Q&A the way real customers ask — Arabic, dialect, English, or arabizi.
5. Always test in the playground before going live.
6. Use Balanced safety for most businesses; Cautious only for medical/legal.
7. When it's wrong, fix it once from the inbox — it becomes a permanent Q&A.
8. Check gap reports weekly and add the top unanswered questions.
9. Switch on the AI Actions your business needs.
10. Start on the website widget; add WhatsApp/Telegram once you have paying customers.
11. For JavaScript-heavy sites the crawler can't read, upload the content as a document.