Frequently Asked Questions

Only user messages deduct credits. System lines (e.g., welcome or closing prompts) and AI replies do not. Usage is tracked in daily and monthly totals shown on Overview.

After 60s of inactivity, the chatbot asks if you have more questions; if there's still no reply, it closes after another 30s and saves the conversation automatically.

• Auto‑save after inactivity (60s + 30s grace)
• Immediate save when the chat is explicitly closed
• Save during email capture flows (e.g., out of credits or temporary errors)

Saved conversations appear in Chat History.

The chatbot will ask for an email address so your team can follow up. If no email is provided within about 30s, the conversation closes and is saved with a closing note.

Click Restart Chat in the widget to start fresh. This generates a new session and fetches a new welcome message.

Yes—within the active session. The widget passes a session id to the model service so it can respond with session context. When a conversation ends, that session is cleared.

Conversations are saved to your account and visible under Chat History. If you've enabled integrations, summaries can also be sent to your team channels.

Begin at Get Setup. Follow the four steps:

1. Set Company URL — used for product links and your site
2. Upload Products CSV — export from Shopify as CSV (unzip first if needed)
3. Write Chatbot Instructions — up to 25000 characters; use the provided template and save
4. Install Setup Code — copy the script and paste it before the </body> tag on your site

Once done, your widget can answer questions using your products and instructions.

Use a Shopify product CSV exported as "CSV for Excel, Numbers, or other spreadsheet programs". If you downloaded a ZIP, unzip it to get the CSV before uploading.

Be specific about tone, product policies, and how to handle common questions. Include clear Q&A examples. You can edit anytime from Get Setup.

Copy the script tag from Step 4 on Get Setup and paste it right before your site's closing </body> tag. The widget will automatically load on your pages.

The Overview shows monthly message usage, remaining credits (current month), daily usage trends, and a projected usage estimate to help you plan before hitting limits.

Check Billing for your plan details. Paid plans can add top‑up credits. You can also adjust chatbot instructions to reduce unnecessary back‑and‑forth.

Go to Chat History. Click a conversation to view its messages. We also flag threads where an email address was requested/detected.

Visit Notifications to review system messages. You can search, mark items as read, or delete them. The header shows when new notifications arrive.

Go to Profile. Use the change‑password action there.

Admins can invite members from Members. Invites require an active paid plan and are limited to plan capacity (e.g., up to 5 users on Starter).

See Billing for your current plan, cycle, remaining credits, and options to add credits or manage your subscription. If a subscription is canceled, some billing details are hidden until reactivated.

• Ensure the script from Get Setup is pasted before </body>
• Confirm you're using the correct site and environment
• Check browser console for blocked scripts or CSP errors
• Verify your account is active and the API key is valid

Use Feedback & Help to submit a case, or reach us via the contact page.