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Buyer Xpert — an AI concierge for your demo viewers

Updated Sep 2, 2026

Buyer Xpert — an AI concierge for your demo viewers

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.

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 for per-feature breakdowns.

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