Website chat for opticians
An optician's website chat sells two things, frames and appointments, and answers both well when prices, lens options, insurance networks and eye-test times are published and kept current. What it must not do is talk about anyone's eyes: blurred vision, pain, a prescription that "feels wrong" or whether someone can wear contact lenses is for the optometrist in the store. The guide below sets out the questions, the hand-offs and a week of set-up for one store or a few branches.
Start from what is on the shelf
Optician chats are price-led. A visitor looks at a frame online and asks what the finished pair will cost. Make that answer possible by publishing a simple price ladder:
| Part of the order | What to publish |
|---|---|
| Frame | The price on each frame, or ranges by collection |
| Single-vision lenses | Starting price, and what the upgrades are (thinner, blue-light filter, tint) |
| Varifocal lenses | Starting price and the main options |
| Contact lenses | Prices per box for the brands you stock |
| Eye test | Fee, or free with a purchase, as published |
Keep those prices as reviewed price records in StayReplied, so every frame-plus-lens total in chat comes from your own list (write the 20 answers customers ask).
Twelve questions opticians receive
| Visitor asks | Answer pattern you fill in | Optician takes over? |
|---|---|---|
| How much is this frame with lenses? | "The frame is [price]; single-vision lenses from [published price], so from [total]." | No, for published totals |
| Do you have this frame in another colour? | "Let me check the store. Which colour?" | Yes |
| How much is an eye test? | "An eye test is [published fee / free with glasses]." | No |
| Can I book an eye test today? | "Which branch and time suit you? We'll confirm the slot." | Yes, to confirm |
| Do you accept my insurance? | "We accept [published networks] for [glasses / lenses / eye tests]." | Yes, for a specific policy |
| How long do glasses take? | "Usually [days] for single vision, [days] for varifocals." | No |
| Do you stock [contact lens brand]? | "Yes, at [published price per box]. You'll need a current prescription." | Yes, if not in stock |
| Can you make glasses from my prescription? | "Yes, bring your prescription to the store; our optician will check it." | Yes |
| My eyes hurt / my vision is suddenly blurred | "Please see an eye doctor or go to emergency care now. Our optometrist can also see you at [branch]." | Yes, at once |
| Can I wear contact lenses? | "Our optometrist will check that in a fitting appointment. Shall we book one?" | Yes |
| Do you have frames for children? | "Yes, from [published price], with [published children's offer, if any]." | No |
| My new glasses don't feel right / I want a refund | "I'm sorry. Our store manager will contact you today; adjustments are [published policy]." | Yes, always |
Kept for the optometrist or the manager
- Anything about symptoms, eye health or whether a prescription is right. The written reply is a booking or the emergency advice above.
- Contact-lens suitability and switching brands.
- Insurance cover for a specific policy: the store checks it.
- Complaints, remakes and refund demands. StayReplied hands complaints and refund demands to a person.
StayReplied sets the answer mode per channel (off, drafts only, or answer). Your staff send the published answers from the inbox. No plan includes AI today; AI drafts need your own Anthropic key.
Three welcome lines
- "Hi! Ask about frames, lenses, eye tests or insurance."
- "Seen a frame you like? Send its name and we'll tell you the price with lenses."
- "Welcome to [Optician]. Book an eye test at your nearest branch here."
Starter questions: "Book an eye test", "Frame and lens prices", "Insurance we accept", "Contact lenses".
After the store closes
The widget sends no automatic closed message today, so add your reply hours and one safety line to the welcome message ("For sudden changes in your vision, please seek medical care now"), switch on "Ask for name and email before chatting", and answer evening chats when the store opens. More wording: out-of-hours chat messages.
Saturdays and back-to-school weeks
Saturdays and the weeks before school starts bring eye tests for children and families. In the shared inbox:
- The store assistant owns unassigned chats: prices, stock and bookings.
- Insurance questions are assigned to the person who handles approvals, with an internal note.
- The optometrist reads only notes passed from the assistant, between tests, and never answers health questions by chat.
- Remakes and complaints go to the store manager as tickets with a due time (handling a complaint in chat).
With more than one branch, one shared inbox lets each branch see its own chats by assignment. A shared inbox or personal phones shows why that beats a branch phone.
The first week
- Day 1: workspace; invite store assistants and the store manager.
- Day 2: publish your price ladder, eye-test fee, insurance networks and branch hours.
- Day 3: publish the widget on frame and booking pages; add your site to the allowed origins.
- Day 4: welcome lines and the after-hours reply in English and Arabic.
- Day 5: test a frame price, a booking and a "my eyes hurt" message; check the last gets the medical-care reply and a person.
- Day 6: agree the Saturday roles.
- Day 7: read the week's chats; publish what was missing.
When this is not for you
If customers mostly send prescriptions as photos: web chat is text only and is the channel you connect today; WhatsApp is coming soon (see channels). StayReplied does not connect to booking or store systems today. Starter is AED 70 a month plus 5% VAT for 2 seats; see pricing.
Questions and answers
Can the chat talk about eye health?
No. It books an appointment, and for sudden symptoms it advises medical care at once.
Can it quote glasses with lenses?
Yes, from the frame and lens prices you publish. Upgrades beyond the published list go to the optician.
Can several branches share one inbox?
Yes. Assign chats to each branch's staff, and use internal notes between branches.
Does it work in Arabic?
Yes. The widget and the inbox work in Arabic and English, right to left included.
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