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FAQs
The most common questions about Chatty, grouped by topic. Each answer is the short version — open the linked guide when you need the full steps.
Plans, pricing & billing
| Question | Short answer | Full guide |
|---|---|---|
| Is there still a free plan available? | Yes. The Free plan stays available with its current features. | Pricing |
| How much do the paid plans cost? | Monthly: Basic $19.99, Pro $68.99, Plus $199. Annual: Basic $16.99/month, Pro $58.99/month, Plus $169.99/month. | Pricing |
| What additional features do the paid plans offer? | More AI conversations and training sources, AI handover and after-sales service, multi-channel inbox, team seats, auto translate, full chatbox customization. Pro and Plus add AI shopping, size guide, AI channels and API support. | Pricing |
| Will there be a trial period for the paid features? | Yes, 7 days on any paid plan. You can cancel anytime during the trial. | Pricing |
| Will I lose access to the features I'm currently using for free? If no, what are free features? | Free keeps working but is limited: default chatbox preset only, no auto translation, 90 days chat history, 1 email address, no shopping cart view. | Pricing |
| Are there any discounts for long-term subscriptions? | Yes. Annual billing saves around 15% against monthly, and seasonal deals appear in the app. | Pricing |
| How to apply a discount code? | Go to Subscription, enter your code in Discount code and click Apply. | Pricing |
| What happens to my existing data and settings if I don't upgrade? | Your settings and data stay safe. | Pricing |
| Will my chat history be affected if I don't upgrade? | Chat history older than 90 days is removed on the Free plan. | Pricing |
| Can I have a refund? | Yes. A 30-day money back guarantee runs from the start of your free trial, for cancellations in the first cycle or an accidental paid plan. | Pricing |
| What happens if I exceed the monthly AI conversation limit? | On Free the AI assistant stops and you handle chats manually in Inbox. On a paid plan the extra conversations are charged at your plan's overage rate. | Pricing |
| What happens if my store exceeds the product limit? | Only the most recently added products are used by the AI assistant. Upgrade for a higher product limit. | Pricing |
AI conversations & usage
| Question | Short answer | Full guide |
|---|---|---|
| When does an AI conversation start or end? | It starts when a customer sends the first message and the AI replies. It ends when the session closes, the customer resets the chat, or you resolve it. | AI conversations |
| How many messages equal one AI conversation? | Any number. A chat with 1 AI message counts the same as one with 10. | AI conversations |
| Do welcome messages count toward AI usage? | No. Only replies drawn from your trained data sources count. | AI conversations |
| Does transferring to a human agent still count as an AI conversation? | Yes, if the AI gave at least one valid reply before the transfer. | AI conversations |
| What happens if I delete a conversation? | It still counts if it had valid AI replies. Deleting ends the conversation and records the count. | AI conversations |
| If a conversation stays open for days, when is it counted? | When it ends — either you resolve it, or the session expires and closes it. | AI conversations |
| What is a session? | A time window of up to 5 days that groups related interactions and can hold one or more conversations. | AI conversations |
| How do sessions affect conversation counting? | Inside a session, new messages continue the same conversation. After it expires, the next message starts a new one. | AI conversations |
Training AI & data sources
| Question | Short answer | Full guide |
|---|---|---|
| What product information is synced to Chatty? | Product details, variants, prices, features, collections, inventory and metafields. It refreshes daily at 12:00 AM PST. | Data sources |
| What types of product metafields are supported? | All Shopify metafield types except reference types and Link or URL. | Data sources |
| Which Shopify pages are auto-synced when I activate AI? | Shipping, return and privacy policies, terms of service, FAQ, Contact us and About us. Re-run it from AI agent → Training data → Custom knowledge → More actions → Sync store pages. | Data sources |
| Where should I add product advice for questions like "Which size for wide feet", "Best for sensitive skin"? | Put it in the product description, or in a product metafield synced to Chatty if you do not want it public. | What goes in each data source |
| What is smart syncing (auto)? | Best sellers and New arrivals fill themselves with the top 20 products by sales over the last 30 days, refreshed daily. You can still add or remove products by hand. | AI product recommendations |
| What is the instruction of AI in size guide for? | It tells the AI how to handle size questions, for example to never invent sizing when no guide matches. Up to 500 characters. | Size guide |
| Can I test AI assistant without enabling it? | Yes. The test zone works with the data sources you added, even before you turn the AI assistant on. | Test & optimize AI |
AI on your storefront (homepage & product page)
| Question | Short answer | Full guide |
|---|---|---|
| Will the inline AI work if AI assistant is not activated? | No. Activate the AI assistant first — the inline chat uses the same data sources and settings. | AI homepage |
| Can I customize the suggested questions on the homepage/product page? | Not directly. They are generated from your store and product data, so improve those to change the questions. | AI product page |
| Does the inline AI replace the main chatbox? | No. It works alongside the chatbox, focused on the store or the current product. | AI homepage |
Channels (Email, Facebook/Instagram, WhatsApp)
| Question | Short answer | Full guide |
|---|---|---|
| Why can't I connect my Outlook email to Chatty? | Your organization's Outlook settings block automatic email forwarding for security reasons. This is a default in many company email systems. Ask your IT admin to allow forwarding for your address, then connect again. | |
| Can I use different types of email providers? | Yes — Gmail, Outlook and custom domain emails. Verification works the same for all of them. | |
| I'm trying to add an alias email, but I don't receive the verification link. What should I do? | The link goes to your primary email, not the alias. Verify the primary address first, then add the alias and skip the inbox step. | |
| What if I only want to connect the alias email, not the primary one? | Verify the primary address first, add the alias, then remove the primary from Channels. The alias keeps working. |
Facebook Messenger & Instagram
| Question | Short answer | Full guide |
|---|---|---|
| Why does Chatty need access to my Facebook Page? | To show your Facebook messages in Chatty, let you reply from Chatty, and link each message to the right Page. | Facebook Messenger & Instagram |
| What happens to existing conversations if I disconnect? | They stay in Inbox, but they stop updating. | Facebook Messenger & Instagram |
| Can I connect multiple Facebook accounts? | No. Only one Facebook account per store. | Facebook Messenger & Instagram |
| Can I connect multiple Facebook Pages? | Yes. Each connected Page brings its linked Instagram account automatically. | Facebook Messenger & Instagram |
| Question | Short answer | Full guide |
|---|---|---|
| I don't see any WhatsApp accounts when trying to connect. What should I do? | Connect your WhatsApp Business account to your Facebook page first, then try again in Chatty. | |
| Can I connect my personal WhatsApp number? | No. Only WhatsApp Business accounts can be connected. | |
| What if I don't have a WhatsApp Business account? | Create one in the WhatsApp Business app, connect it to your Facebook page and wait for Meta approval, then return to Chatty. | |
| Why is my WhatsApp Business number showing as "Pending"? | Meta has not approved it yet. The usual causes are two-step verification not enabled, or a display name that breaks Meta's guidelines. | |
| Can I create a new WhatsApp account during the connection process? | Yes. It becomes a new WhatsApp number, not linked to any personal account. | |
| Can I disconnect WhatsApp later? | Yes, from Channels → WhatsApp → Manage. History stays in Chatty, but new messages stop syncing. | |
| Will customers know I'm using Chatty to reply? | No. Replies arrive from your WhatsApp Business account. |
Live chat & inbox
| Question | Short answer | Full guide |
|---|---|---|
| Why can't a guest automatically convert to a customer? | Automatic conversion would create duplicate or incomplete profiles and could block real customer logins. Review guest details and create the profile yourself. | Customers |
| I set up online hours but I cannot see my online status in chatbox. | Online and offline status only shows when the Live chat block is turned on in your chatbox style settings. | Online hours |
Chatbox & widget
| Question | Short answer | Full guide |
|---|---|---|
| How many contact methods are supported in Chatty? | 11: WhatsApp, Messenger, Phone, Email, Instagram, Telegram, Skype, Line, Zalo, TikTok and SMS. | Chatbox settings |
FAQs page & blocks
| Question | Short answer | Full guide |
|---|---|---|
| Can I export all questions to my device? | Yes, as a CSV. Go to FAQs → More actions → Export FAQs, pick the questions and click Export. | Add questions |
| How many different FAQs blocks can I create? | No limit. Create a separate block for each product or collection that needs one. | FAQs block |
| Can I use the same FAQ in multiple blocks? | Yes, by reusing the same block ID. | FAQs block |
Translation & languages
| Question | Short answer | Full guide |
|---|---|---|
| Does Chatty translate questions and answer? | Yes. Auto-translate covers chatbox labels, the FAQs page and individual questions. | Translation |
| My language is added in Chatty but customers still see English. Why? | The language must also be published in Shopify Admin → Settings → Markets. Chatty only detects published languages. | Translation |
| I publish a language but I cannot see it on my store. | Publish the language in Shopify Markets first, so your website is actually available in it. | Translation |
| Can I translate content manually without auto-translate? | Yes. Add and publish the language, then click Edit to write the content yourself. | Translation |
| What happens when I reach my auto-translate limit? | Existing languages keep working. Turn auto-translate off for one language to free a slot for another. | Translation |
| Do translations update automatically when I add new FAQs? | Only with auto-translate on. Otherwise the language shows Outdated and you update it by hand. | Translation |
| My language is not in the list. What should I do? | Pick Custom when adding the language and translate manually. Auto-translate is not available for Custom languages. | Translation |
Order tracking
| Question | Short answer | Full guide |
|---|---|---|
| What does it mean to fulfill an order? | It is the Shopify process of picking, packing, labelling and shipping an order. Once done, the order status becomes "Fulfilled". | Order tracking |
| Why is my order status not updating correctly on the carrier's website? | Shopify-supported carriers update in real time. Other carriers only show Confirmed, On its way and Delivered — use a custom tracking link instead. | Order tracking |
Website integration
| Question | Short answer | Full guide |
|---|---|---|
| Can I add Chatty to multiple websites? | Yes. Reuse the same snippet anywhere; every conversation lands in one Chatty inbox. | Website |
| Will this slow down my website? | No. The widget loads asynchronously. | Website |
| Can I customize how the widget looks on different sites? | No. Every site uses your default Chatty settings. | Website |
| What if I need to remove Chatty from my website? | Delete the code snippet from your website's HTML. | Website |
| Does this work with website builders like WordPress or Wix? | Yes, as long as the builder lets you paste custom HTML. | Website |
Account & web app
| Question | Short answer | Full guide |
|---|---|---|
| Why use two-step verification? | It adds a second layer of security. Even with your password, nobody gets in without the code sent to your email. | Web app |
Privacy & compliance
| Question | Short answer | Full guide |
|---|---|---|
| What data does Chatty collect? | Chat messages and essential order information provided by customers. Nothing more unless customer service requires it. | AI Compliance |
| How long is data stored? | Chat history follows your configured retention period, 90 days by default, adjustable in settings. | AI Compliance |
| How do I handle customer data requests? | Use the export and delete tools in Chatty, or contact support for specific requests. | AI Compliance |
| Is Chatty's AI compliant with the AI Act? | Chatty supports AI Act requirements such as disclosing AI interaction and transparency, but holds no third-party conformity assessment. As the deployer of the chatbot, you remain responsible for your own obligations. | AI Compliance |
Uninstalling Chatty
| Question | Short answer | Full guide |
|---|---|---|
| What do I need to do after uninstalling Chatty? | Four steps: confirm the app is gone from Shopify, delete the "Frequently Asked Question" page, save any chat data you still need, and set up a replacement support channel. | Uninstall Chatty |
Need help?
Cannot find your question here? Contact support from your Chatty dashboard, or email [email protected].
Chatty Help Center