An AI chatbot for Shopify stores that helps shoppers choose.

This page shows the product. For how an ecommerce chatbot works, what it costs and how to choose one, start with our complete guide.

Give the agent your catalog and your policies

A shopping assistant is only as good as what it knows. Install the Shopify app so your catalog is synced into the knowledge base. Then add the content shoppers ask about before buying: size guides, care instructions, materials, shipping and returns pages. Upload PDFs or Word files for anything that isn’t on your site. When you launch a new collection or change a policy, click Resync on that source. Resync is manual, so put it on your launch checklist.

In the AI Agent settings, use the instructions to set the tone and the rules. Tell it which products to suggest first for common needs, and what to say when a shopper asks about something you don’t sell.

Decide which order actions to allow

The store actions cover the requests that clog your inbox after purchase: order status, refund and return requests, and cancelling an order that hasn’t been fulfilled. Cancellation is the one to think through. Shopify itself won’t cancel an order once it’s partly fulfilled, and the agent follows the same line. Write an instruction that the agent always confirms the order number and asks the shopper to say yes before it cancels.

Anything outside those actions should go to a person. Damaged items, refund exceptions, custom requests and wholesale enquiries need judgement. Turn on Human Handoff, set your working hours, and write an offline message that tells shoppers when you’ll reply.

Test like a shopper, then watch the gaps

Before you publish, spend time in the Playground. Ask vague questions (“something for a small balcony”), budget questions and awkward ones about sale items. Check that the recommendations make sense and the source links point to the right pages.

After launch, review Unanswered Questions and Trending Topics each week. They show which products shoppers can’t find information on and which questions keep coming up, whether that’s a missing size chart or unclear delivery times. Fix the page, resync, and the agent answers it next time. For the step-by-step version, read our ecommerce chatbot guide, or use the AI chatbot for ecommerce buyer’s guide to compare options.