AI Mode or Legacy chatbox
For most stores, AI Mode is the better choice. It turns your Legacy chatbox into a shopping assistant: shoppers search your catalog, compare options, get answers, and add items to the cart without leaving the conversation.
Available on every plan, including Free. Switching back takes one click.
Which mode fits your store
Choose AI Mode if you want to
- Help shoppers find products by asking, not only by browsing
- Turn a product question into a product card with Add to cart
- Reduce drop-off between chat, product pages and cart
- Answer sizing, shipping, returns and order questions automatically
- Serve shoppers in their own language and currency, at any hour
Keep the Legacy chatbox only if
- Category-based browsing is central to how your store works
- Your shoppers usually arrive knowing the exact product they want
- You are mid-campaign and cannot change the chat experience this week
If none of these describe your store, AI Mode is the recommended choice.
What changes for your shoppers
What happens to your existing chatbox
You do not lose anything you have today. AI Mode keeps the parts of your chatbox that already work.
| Legacy chatbox | In AI Mode |
|---|---|
| Live chat with your team | Yes. If your AI assistant is off, your team answers the chats as usual |
| FAQs | Yes, the same list, shared between both modes. Editing it in one changes both |
| Order and shipping status | Yes. The AI replies with an order card and can sign shoppers up for delivery updates |
| Contact forms | Yes, plus post-purchase forms and newsletter signup |
| Pre-chat form, display rules, custom CSS, chat avatar | Yes, these settings are shared. You do not set them up twice |
| Categories | AI Mode uses catalog-wide search and a product grid instead of the Legacy category layout |
Your store uses one chatbox mode at a time. When you save AI Mode, it appears on the next page load and the Legacy layout is hidden, so every shopper gets the same experience.
Do I have to set everything up again?
No. Your pre-chat form, display rules, custom CSS, chat avatar and FAQ list are shared between the two modes.
Can I go back to the Legacy chatbox?
Yes, whenever you want. Conversations from each mode are kept separately, so switching does not delete your chat history.
Can I run both modes at the same time?
No. Your store uses one chatbox mode at a time. Selecting AI Mode turns the Legacy chatbox off from the next page load.
Chatty Help Center