A Shopify FAQ chatbot can answer questions about product details, variants, price and stock from your store's own catalog, and questions about return and shipping policies from your store policies and published storefront content. Shoppers get the same answers your policy pages give. It cannot cancel, edit or refund orders.
Key takeaways
- Product answers come from your store's own catalog, with variants, price and stock.
- Return and shipping answers come from your store policies and published pages.
- Add an instant answer in the Knowledge Base when you want exact wording given.
- Shoppers can add to cart or use Buy now from the chat without leaving the page.
- Order lookup is read-only, so the chat shows order status and leaves the order unchanged.
Can a Shopify FAQ chatbot answer questions about product details, variants, price and stock?
Chablyy's storefront chat answers product questions from your store's own catalog, showing each product with its variants, price and stock. Shoppers can also ask whether a specific variant is available right now.
Storefront chat answers from your catalog, so the product details a shopper sees come from your store itself. When someone asks about a product, the chat shows it with its variants, price and stock.
- Search the catalog for products by name or by what the shopper describes.
- Compare two to four products in one answer.
- Ask about a specific variant's availability before choosing it.
Sold-out variants are marked in the chat, and Add to cart is disabled for them, so shoppers can see what is out of stock before they try to buy it. You can set up the chat on your store by following how to turn on a theme app embed.
How does a chatbot answer questions about your return and shipping policies?
A Shopify FAQ chatbot answers return and shipping questions from your store policies and published storefront content, so shoppers get the same answer your policy pages give.
Chablyy answers customer questions about shipping, returns, sizing, and store policies. It draws on your store policies, your product catalog, and published storefront content such as pages, blog posts, and product care guides. Shoppers asking about your policies get the answer your own pages already give, not a guess.
A chatbot can handle direct requests for information about company policies. A shopper can ask how returns work or how shipping is handled, and get a direct answer in the storefront chat without searching your site.
The answer is only as clear as the policy text behind it. If your return page is vague, the chatbot will be vague too. Before you go live, reread your policy pages as a shopper would, and fix any sentence that could mean two things. You can add supporting facts in the Knowledge Base.
How do you add a fixed answer the chatbot should give word for word?
To add a fixed answer in Chablyy, create an instant answer in the Knowledge Base by entering the question shoppers see and the exact answer you want given. Shoppers can then click that question in the storefront chat to read the same wording every time.
Open the Knowledge Base in Chablyy and create an instant answer. You enter two things: the question shoppers see, and the answer you want given to that question. For a return policy, the question might be What is your return policy?, and the answer is your policy written out in full.
When the instant answer is live, a shopper can click that question in the storefront chat to read the answer. Because the reply is the text you wrote, the wording stays the same every time someone asks.
- Question: the text shoppers click to ask
- Answer: the exact text the chat gives back
Use fixed answers where the exact wording matters, such as returns, warranties, or how long a service takes. For everything else, the chat draws on your product catalog and store policies. You can read more in the Knowledge Base guide.
Can shoppers buy a product from the chat without leaving the page?
Yes. Storefront chat lets shoppers add a product to cart or use Buy now from the chat, without leaving the page.
Storefront chat is the chat on your store that answers from your catalog and policies. When a shopper asks about a product, the chat shows it with its variants, price and stock, and the shopper can use Add to cart or Buy now right there.
The shopper stays on the page the whole time. The product answer and the buy button both live in the chat, so the shopper does not have to leave the store to finish a purchase.
- Shoppers can search products and compare two to four of them.
- A variant's availability is checked before the shopper buys.
- Sold-out variants are marked and Add to cart is disabled.
To see how the chat appears on your store, read how to turn on a theme app embed.
Frequently asked questions
Does storefront chat answer in the language the shopper writes in?
Yes. Storefront chat follows the language the shopper writes in, so a shopper who writes in one language gets replies in that language. It still answers from your store's own catalog and policies.
Does the chatbot need a theme that supports app embeds?
Yes. Chablyy needs a theme that supports app embeds, which means an Online Store 2.0 theme. It does not work with every theme, so check your theme before you set up the chat. The post on turning on a theme app embed walks you through the switch.
Is order lookup read-only, or can the chatbot change an order?
Order lookup is read-only. The chat can show a shopper an order's status, but it does not change anything on the order. Order write actions are off and unreachable in the Shopify app, so changes stay with you in Shopify.
How do I see where my store's own answers are thin?
Look for the questions shoppers ask that your catalog, policies and Knowledge Base do not cover. Chablyy does not describe a dedicated report for this yet, so compare the questions you see with your pages. Where nothing answers one, add an instant answer in the Knowledge Base with the exact wording you want.
Where do I turn the chat on in my store?
Storefront chat runs as a theme app embed, so you turn it on from your theme's app embed settings in Shopify. The post on turning on a theme app embed shows the steps. Your theme must support app embeds, which means Online Store 2.0.
How much does the chatbot cost?
Plan prices are listed on the pricing page, and they can change, so check there for the current details rather than relying on this post. The pricing page is the place to compare plans before you install the chat.
Sources
Learn more about storefront chat, Knowledge Base, turn on a theme app embed, order lookup and pricing page.
- customer support
- shopify chatbot
- store policies
Written by
Founder of Chablyy
