FAQ
Questions, including the awkward ones
Most software FAQ pages list features. This one also lists what the product cannot do, because finding that out after you have paid is worse than reading it here.
How it works
Do I need a WhatsApp Business API account?
You need to connect one, but you do not need to have set it up beforehand. Setup uses Meta Embedded Signup, Meta's own guided flow, and walks you through it. You will need a Facebook Business account and a phone number that is not already active in the WhatsApp app.
How does the AI know about my products?
You index your catalogue into a private search index for your store, and the agent reads live data through the Shopify API: products, variants, inventory levels, orders and customers. You choose which data each agent may read.
Will it make up answers about my products?
It can, so scope it deliberately. You control its instructions, its tool permissions and the catalogue it can search, and you can switch it off per conversation at any time. There is no automated fact-checking step, which is why the run timeline exists — you can see exactly what it looked up.
What happens when the AI gets something wrong?
Take over the conversation with one click and the agent stops replying. Then read the run timeline: if it called the right tool and got the right data, the instructions need work; if it never called the tool, a permission is missing.
Can it answer outside business hours?
Yes — it answers whenever the backend, the language model provider and your Meta connection are all healthy. There is no failover and no delivery guarantee, so we do not describe this as 24/7 support.
Languages
Which languages does it support?
The admin and the storefront widgets ship in nine languages: English, Spanish, French, German, Italian, Japanese, Chinese, Portuguese (Brazil), Turkish. The catalogue index is multilingual, so product search works across languages even when your product data is written in one.
Does it reply in the customer's language automatically?
The catalogue search is multilingual and the app itself ships in nine languages. Per-store automatic language detection in replies is not something we claim, because it is not reliably implemented.
Features
Can I build my own automation workflows?
Not yet. Incoming WhatsApp messages are answered automatically today, and the same engine supports commerce events — orders, checkouts, customers, products and fulfilments — but those triggers are not yet selectable by merchants. There is also no visual workflow editor.
Does it send bulk WhatsApp campaigns?
No. There is no campaign or broadcast feature. You can create and manage WhatsApp message templates against Meta inside the app, and the agent replies to customers who message you.
Does it recover abandoned carts?
No. The checkout trigger is implemented in the back end but is not something a merchant can switch on, so the app cannot message a customer who has not written to you first. Any product claiming otherwise should be able to show you where to enable it.
Does it work with my helpdesk?
Conversations live in the app's own inbox. There is no Zendesk, Gorgias or Intercom integration today, so it suits merchants happy to handle WhatsApp in one place.
Can I use more than one WhatsApp number?
Not currently. One WhatsApp number per store. Multiple number support is on the roadmap.
Is there a team inbox with seats and permissions?
No. It is a single merchant-scoped inbox. There is no team, seat, role or permission model.
Data
Is my customer data secure?
Data is stored per merchant and the app is multi-tenant by store. You should know two things we are working on: data-deletion webhooks are incomplete, and there is no SOC 2 attestation. Do not treat this as a compliance artefact for a procurement review yet.
Where does the AI run, and does it see my whole catalogue?
The agent runs on our backend and reads through the Shopify API with the permissions you grant per agent. The catalogue index is private to your store. See the data and security page for the detail.
Billing
Is there a free plan?
Yes, and it does not expire. 1 AI agent, 100 messages/month, 100 workflow executions/month and up to 100 products indexed.
How am I billed?
Through Shopify, in USD, on your Shopify invoice. Cancel any time from your Shopify admin. A 7-day trial starts when you choose a paid plan during setup.
Do I pay separately for AI usage?
No. Language model and AI processing is included in the plan rather than billed per token.
Setup
How long does setup take?
Most merchants finish in one sitting. The only step that depends on a third party is the WhatsApp connection, which waits on Meta if your business account is still being verified.
Do I have to be technical?
No. Connecting a number, indexing a catalogue, writing an agent's instructions and adding the storefront button are all done through guided screens, and one step has a video walkthrough.
Everything this product does not do
Collected in one place so it cannot be missed. None of these are lifted by paying more.
- No bulk or broadcast campaignsThere is no campaign feature. You can create and manage WhatsApp message templates against Meta from inside the app, and the agent replies to customers who message you.
- No visual workflow builderAutomations run on an event-driven engine, but there is no drag-and-drop editor for authoring them in the app.
- Commerce-event triggers are not selectable yetThe engine supports orders, checkouts, customers, products and fulfilments. Merchants can currently switch on the inbound WhatsApp message trigger only. The rest are rolling out.
- No abandoned-cart recoveryThe checkout trigger is implemented in the backend but is not merchant-selectable, so no customer can be messaged unprompted.
- No revenue, ROI or cart-recovery-rate metricsThe dashboard reports conversations, messages, workflow executions and success rate. It does not report revenue or ROI.
- No recommendation or personalisation engineThe agent searches your catalogue for what a customer describes. It does not model customer preferences or build a profile.
- No helpdesk, CRM or ERP integrationsConversations live in the app's own inbox. There is no Zendesk, Gorgias or Intercom integration.
- No team, seat or role modelIt is a single merchant-scoped inbox, rather than a multi-seat helpdesk with permissions.
- No 24/7 guaranteeThe agent answers when the backend, the language model provider and the Meta connection are all healthy. There is no failover and no delivery guarantee.
- No SOC 2 attestation, and no GDPR-grade deletion guaranteeThere is no SOC 2 audit, and the data-deletion webhooks are incomplete. Do not treat this as a compliance artefact for a procurement review.
Setting up, in four steps
- A few minutes
Install and connect your WhatsApp number
Install from the Shopify App Store and connect your WhatsApp Business number through Meta Embedded Signup, guided step by step.
- One sitting
Describe your store
Give the agent your store name, policies, tone of voice and the phrases it should avoid. Then index your catalogue so it can search your products.
- Same day
Create an agent and choose what it may read
Pick which Shopify data the agent can access, write its instructions, and send it a test message before it meets a customer.
- Ongoing
Let it answer, and watch the runs
Switch it on for incoming messages. Read the run timelines, correct the instructions where an answer was wrong, and hand over to a human whenever you want.
More detail in the help centre, or see what it costs.
Start with the free plan
Free: 1 agent, 100 messages a month and up to 100 products indexed. No credit card required, billed through Shopify, cancel any time.