--- title: "Buyer Xpert — an AI concierge for your demo viewers" slug: "/help/demos/buyer-xpert" topic: "demos" last_updated: "2026-09-02T11:33:41.744Z" --- ## **Overview** **Buyer Xpert** is an AI concierge that lives on your demo player. When a viewer opens a demo, a Buyer Xpert chat panel docks alongside it — ready to answer product questions, walk the viewer through the product story, take a lead form, or hand off to a human. It works entirely from your workspace's own knowledge sources, so every answer stays on-message. Buyer Xpert turns an unattended demo into a two-way conversation. Instead of hoping a viewer finds the "right" step, they can just ask. --- ## **Snapshot** **Feature status:** Add-on. Requires the Buyer Xpert entitlement on your workspace. **Where viewers see it:** Docked chat panel on any published demo or Advanced Playlist that has Buyer Xpert enabled. **Where admins configure it:** [**AI center → Buyer Xpert**](/help/account/ai-control-center). **Role access:** **Admin** to configure the workspace-level settings; per-demo overrides are set from the demo's share panel. --- ## **What Buyer Xpert Can Do** - **Answer viewer questions** grounded in the demo's captured screens, guide narrative, and your knowledge sources (KB articles, product one-pagers, competitive briefs — anything you upload as a source). - **Offer guided choices** — instead of leaving a viewer staring at an empty chat box, Buyer Xpert can suggest the next best question based on where they are in the demo. - **Collect leads** — trigger a lead form inline in the chat when a viewer asks about pricing, a trial, or talking to sales. - **Voice conversations** — viewers can talk to Buyer Xpert instead of typing (when your workspace has voice enabled). - **Speak in your brand** — tone, persona, and language are configurable per workspace. - **Hand off to a human** — capture the handoff intent and route it to your CRM (Salesforce or HubSpot account owner) via the standard Walnut notification pipeline. --- ## **Turn Buyer Xpert On** An **Admin** enables Buyer Xpert once per workspace, then decides which demos and playlists get it. ### **1. Configure the workspace-level defaults** Open **AI center → Buyer Xpert**. Configure: - **Persona and tone** — how Buyer Xpert speaks (concise, consultative, friendly, formal). - **Knowledge sources** — the KB articles, PDFs, and text snippets Buyer Xpert draws from when answering. Buyer Xpert **only** uses sources you attach — it will not answer from general web knowledge. - **Off-topic behavior** — what Buyer Xpert says when a viewer asks something outside its scope. - **Lead form triggers** — the intents (pricing, demo request, contact sales) that should surface your lead form. - **Handoff routing** — which team gets notified when a viewer asks to talk to a human. Save. Changes apply to every demo and playlist that has Buyer Xpert enabled. ### **2. Enable it on a demo or playlist** Open the demo's **Share** modal (or a playlist's Share panel) and toggle **Buyer Xpert** on. You can override the workspace default per demo when you want a specific asset to run without the concierge. --- ## **What Viewers See** When a viewer opens a demo with Buyer Xpert enabled: 1. A chat panel docks to the side of the player. 2. Buyer Xpert opens with a short welcome and a few **guided choices** — suggested questions based on the demo. 3. The viewer can pick a suggestion, type a question, or click the mic icon to talk instead. 4. Buyer Xpert answers using your configured sources and cites where the answer came from when relevant. 5. When the conversation reaches a lead-form trigger (e.g. "how much does this cost"), the form appears inline in the chat. 6. Every conversation is captured against the demo session and shows up in **Insights** as a drawer on the session view. Buyer Xpert stays **scoped to the demo it belongs to** — if a viewer navigates to a different demo in a playlist, a fresh conversation opens. --- ## **See a Buyer Xpert Session in Insights** Every Buyer Xpert conversation is attributed to its demo session. Open a session in **Insights**, then click the Buyer Xpert drawer to see: - The full conversation transcript. - Which knowledge sources Buyer Xpert cited. - Whether the viewer took a guided choice, a suggestion, or a free-form question. - Whether a lead form or handoff fired. Use this to spot the questions you're not answering well yet — either in your demos or in your knowledge sources — and to close the loop with sellers when a viewer signals intent. --- ## **Best Practices** - **Ground it well.** Buyer Xpert is only as good as the sources you give it. Attach your top-of-funnel one-pager, the KB articles buyers actually ask about, and your positioning against key competitors. - **Tune the persona to the audience.** Enterprise buyers and PLG signups don't want the same voice. Configure the tone per workspace, or run different demos with different overrides. - **Watch the transcripts.** The first two weeks of transcripts will tell you exactly which questions your demos and sources don't answer yet. Fix them. - **Wire the handoff.** When Buyer Xpert offers to hand off, make sure the notification reaches an owner who can respond quickly — otherwise the concierge feels like a dead end. --- ## **FAQs** **Do viewers need a Walnut account?** No. Buyer Xpert is designed for anonymous demo viewers. **Which languages does Buyer Xpert speak?** Buyer Xpert answers in the language the viewer writes in, when your workspace has multi-language support. Voice conversations follow the same language rule. **Can I turn Buyer Xpert off for a single demo?** Yes. Every demo's Share modal has a Buyer Xpert override. **Does Buyer Xpert use my viewers' data to train a public model?** No. Buyer Xpert grounds every answer in your configured sources for that conversation; nothing is used to train a shared model. **How much do Buyer Xpert conversations cost?** Buyer Xpert consumes AI credits. See the **Usage** tab in the [AI center](/help/account/ai-control-center) for per-feature breakdowns. --- ## **Related Resources** - [AI Control Center](/help/account/ai-control-center) - [AI Mode is Here](/help/demos/edit/ai-mode/ai-mode)