Help center
Setup guides and answers.
Everything you need to get Chablyy running on your store, and to fix the common snags.
Getting started
Install, switch on the chat, and try it as a shopper.
How do I install Chablyy?
Add Chablyy from the Shopify App Store and sign in with Shopify. Choose a plan and approve it on Shopify, then follow the setup steps: Knowledge, Enable Chat, Order Lookup (optional) and Escalation (optional). Setup takes a few minutes.
Where do I open Chablyy after installing it?
In your Shopify admin, open Apps and choose Chablyy. It opens inside Shopify, so there’s no separate account or password.
How do I switch on the chat in my theme?
Setup has a button that takes you straight to the theme editor. To do it by hand: in your Shopify admin open Online Store, then Themes, then Customize. Open App embeds in the left sidebar, switch on Chablyy Chat, and click Save.
Can I try the chat before shoppers see it?
Yes. Use “Preview as shopper” during setup to open your storefront with the chat on. Shoppers don’t see the chat until setup is complete.
How do I switch the chat off?
Switch off the Chablyy Chat app embed in your theme editor whenever you like.
Knowledge
What Chablyy reads, and how to teach it more.
What does Chablyy read from my store?
Products, variants, inventory, store policies and pages. If you turn on order lookup, it can also read order status, only for logged-in shoppers.
Why isn’t one of my products showing up?
Only active products that are published to a sales channel are used. The Skipped count on the Knowledge Base page shows how many were left out and why: draft or archived products, or products that aren’t on a sales channel.
How do I add my own answers?
Open Knowledge Base, then the Advanced tab. You can add Q&As, upload files (PDF, Word, text or CSV) and add URLs. Chablyy reads only the exact page for each URL you enter.
What if the assistant gives a weak answer?
Check the store-essentials checklist for gaps such as a missing shipping or returns policy, add a Q&A for anything only you know, then use “Test a shopper question” to try it again.
The chat isn’t working as expected
A short checklist for the usual causes.
The chat isn’t showing on my store.
Check that the Chablyy Chat app embed is switched on in your theme editor and saved, that setup is complete (shoppers don’t see the chat until it is), and that your widget settings aren’t hiding it, for example on mobile, on certain URL paths, or behind “Require account login to chat”.
The chat shows, but the AI isn’t replying.
If your plan isn’t active or you’re out of credits, the AI pauses and shoppers see a message that a member of your team will get back to them. Check Usage & billing in the app, and choose or upgrade a plan if you need to.
Order lookup says “Not active”.
Order lookup needs extra access that you approve in Shopify. Open Settings, then Order lookup, choose Enable order lookup, approve the access, then choose Refresh status.
Orders
How shoppers check an order.
How do shoppers check their order status?
Once you turn on order lookup, logged-in shoppers can ask “Where’s my order?” in the chat and see status, carrier and tracking. It’s read-only, and guests are asked to log in first.
Can the assistant change or cancel an order?
No. Order lookup is read-only. It can’t cancel, edit or refund orders.
Inbox and handoff
Taking over, and giving a chat back.
Where do handed-off chats go?
They land in the Inbox under “Needs reply”, and the email addresses you chose in Settings, then Escalation, are notified.
How do I take over a chat?
Open the chat in the Inbox and choose “Take over”.
How do I hand a chat back to the AI?
Use “Assign AI” in the chat’s header.
Plans and billing
Changing, cancelling and credits.
How do I change or cancel my plan?
Open Settings, then Usage & billing, and use “Open Shopify plans” to change plan or “Cancel plan” to cancel. If you cancel, the AI keeps working until the end of the period you’ve paid for.
What happens when I run out of credits?
The AI pauses until your credits renew or you upgrade. Shoppers see a message that a member of your team will get back to them.
Privacy and uninstalling
What Chablyy accesses and what happens when you leave.
What does Chablyy access in my store?
Only what it needs to sync your catalog and policies, run the chat and measure assisted revenue. The Security and privacy page lists every access and why.
What happens if I uninstall Chablyy?
Uninstalling Chablyy revokes its access to your store and ends your subscription.
Still stuck?
Email us and a person will reply. Tell us your store’s name and what you were trying to do, and we’ll take it from there.
Ready to meet your storefront assistant?
Add Chablyy from the Shopify App Store. Setup takes a few minutes.