Smart Counsellor

Audience: Cashiers and pharmacists working the Smart Counter — plus anyone evaluating, selling, or supporting the feature.

Purpose: The front door to the Smart Counsellor — the AI selling layer on the Smart Counter. It explains the suggestion types, then points you to a task, a rule, or why it works the way it does.

Companion guides: Smart Counter (the screen it lives on) · Release notes.

The Smart Counsellor is an AI-assisted layer that helps a cashier sell better and serve the customer when an item isn’t available. It has three recommendation types plus a feedback loop:

Pick the kind of help you need

The Academy organises every guide as learn, do, look up, understand.

New here? Start with the tutorial Tutorial: Using the Counsellor in a sale See all three suggestion types in one sale — trade up a line, substitute an out-of-stock item, and cross-sell the basket.

How-to guides Get a specific task done 7

Report a wrong suggestion Review flagged suggestions (Pharmacist Center) Show or hide the Counsellor Substitute an item (Swap / Swap*) Trade up to a higher-margin line Troubleshoot suggestions Use cross-sell to grow the basket

Reference Look up exact facts 3

Availability & permissions — reference Data requirements & thresholds — reference Recommendation types — reference

Tutorial Learn the whole flow by doing 1

Tutorial: Using the Counsellor in a sale

Explanations Understand the why 2

How it stays safe & self-improving Why Smart Counsellor

Type	Plain meaning	When it appears	Who benefits
Up-sell	”Here’s a higher-margin version of this item.”	Auto, under a cart line	Pharmacy (margin)
Substitution	”Here’s an equivalent you can sell.”	Out of stock, or select any line	Customer (availability)
Cross-sell	”People who buy this also buy…”	Cross-sell tab, basket-wide	Both (basket size)
Report	”This AI suggestion is wrong.”	Flag on up-sell / substitution	Model quality

The screen

Smart Counter screen with a cart, a trade-up ribbon, and the Smart Counsellor rack — The Smart Counter — a cart line with its trade-up ribbon, and the Smart Counsellor rack (Counsellor / Cross-sell).

How to get there

The Smart Counsellor is the right-hand rack on the Smart Counter screen — there’s no separate page. Open the counter in the app sidebar via Sell → Counter → Smart Counter Sale, then use its Counsellor / Cross-sell tabs (toggle the panel with Show / Hide Counsellor, Ctrl+S). Admins review flagged suggestions separately in the Pharmacist Center — System Tools → Smart Counsellor → Pharmacist Center (see Review flagged suggestions).