Support chat and your inbox

Set up the chat widget

1. 1Go to Settings → Chat widget & AI.
2. 2Under Chat widget, turn on Show the widget and set its greeting, colour and position.
3. 3Under AI assistant, turn on Let the AI answer, choose its tone, and tell it anything else it should know.

What the AI can do

You choose what the AI can look up, such as orders, tracking, stock and your shipping and returns policies. For a shopper who’s signed in to your storefront, it can look up their own orders. A guest has to give both the order number and the email used for the order.

Requests that affect an order, such as a return or a refund, are passed to you. The AI tells the shopper their request is with your team, and nothing is returned or refunded until you approve it.

If the AI can’t help, or a conversation reaches its limits, the shopper gets your fallback message and the conversation is handed to you.

Working in the Inbox

All conversations arrive in Inbox. Reply at any time, or choose Take over to stop the AI answering that conversation.

Requests waiting on you appear under Needs approval. Approve or Decline each one, with an optional note to the shopper. An approved refund goes back to the shopper’s original payment method, just like a refund from the order page. Requests you don’t decide on expire after 7 days.