Support

Go to AI assistant > Support to choose what happens when a shopper needs a person.

When it can't help#

What the shopper is offered when the assistant can't answer. The chat is also flagged Needs review for you.

• Collect email: the assistant takes the shopper's email so your team can reply. This is the default.
• Contact page: it shares your contact page link.
• WhatsApp: it shares a link to your WhatsApp number.

Select Always hand off certain topics to add up to 5 topics the assistant always passes to your team, like "Damaged or wrong item".

Live chat#

Let shoppers talk to a person on your team. Live chat settings are shared by all your stores.

1. 1

   Turn on Live chat

   Shoppers see Talk to a person in the chat.

2. 2

   Choose When you're available

   Always available, Follow my hours or Away.

3. 3

   For Follow my hours, pick your Time zone and your hours for each day. The default is Monday to Friday, 9 to 5.

4. 4

   Enter Your name in chats, up to 40 characters. Shoppers see it on your replies, like "Sam · Team".

5. 5

   Select Save

Any time zone can be picked. Search by city, region or offset, like "dhaka" or "+6". Your own time zone is at the top, and it's the starting choice until you save one.

You can also switch between Available and Away from the status at the top of the Inbox.

What shoppers see#

• When you're available: the assistant pauses and the shopper sees "We've asked the team to join. They'll reply here." The chat shows as Waiting in your Inbox.
• When you're away: the assistant keeps helping. The shopper sees when you're back and can leave their email.
• No email yet: the chat asks for their email, with an optional name, so your reply reaches them if they leave.
• If they leave: replies they haven't seen after 2 minutes are emailed to them, if you have their email.

Returns in chat#

On Growth and Pro, for Shopify stores. Shoppers request a return in the chat, and you approve or decline it in Shopify. If the dashboard asks, select Approve to give the returns permission in Shopify.

Order details for signed-in customers only#

Off by default. Turn it on to ask guests to sign in to their store account before they see order status or start a return.

Follow-up message#

On by default. Sent once if the shopper goes quiet for a minute. The default is "Still there? Just ask if there's anything else I can help with." Up to 160 characters.

Ask for a rating#

On by default. Once per chat, the assistant asks "Was this conversation helpful?". Shoppers answer Yes or Not really, and can say what could be better.

Under After the answer, choose how long after an answer to ask: 30 seconds, 45 seconds (the default), 1 minute, 2 minutes or 5 minutes. It only asks after a real answer, and never while your team is in the chat or the shopper is typing.

Ratings show in each chat's details and in Reports.