FAQs

Yes, our free plan will continue to be available with its current features.

We have Basic monthly plan at $19.99; Pro at $68.99; Plus at $199.
See plan comparisons for more details.

We have some new features help you better support customers:

• Team management
• Auto translate feature

We offer a 7-day free trial for any paid plan. You can cancel anytime during the trial period.

These following features will be limited in Chatty free version:

• Customize chatbox
• Auto translation
• Chat history: 90 days
• No follow-up email
• Chat avatar customization

Yes. To celebrate our launch, we're offering Early bird deal: 50% off for the first 3 months

Go to Subscription → In Discount code, insert your code and click Apply.

Your settings and data will be safe.

Your chat history will be removed if it more than 90 days.

Yes, you can. We offer a 30-day Money Back Guarantee (30 days from the start of your free trial), which applies for the following circumstances:

• You do not wish to continue the subscription after the first month
• You cancel the paid plan before the first circle ends
• You forget cancel trial period or have accidentally choose the paid plan without using it in the first month

• Free plan users: AI assistant will be deactivated. You can still handle conversations manually in Inbox.
• Paid plan users: Additional AI conversations will be automatically charged according to your plan's overage rates.

If your store exceeds the product limit for your plan, only the most recently added products will be used by the AI assistant.

You can upgrade to a higher plan with an increased product limit.

Conversation starts when:

• Customer sends their first message
• AI assistant responds
• A new inquiry begins (after reseting previous conversation)

Conversation ends when:

• Customer ends session
• Customer click to reset conversation
• Conversation is marked as resolved

One conversation can contain any number of messages. Message count doesn't determine conversation count. What matters is:

• Did the conversation start?
• Did AI provide at least one valid response?
• Did the conversation end?

A conversation with 1 AI message counts the same as a conversation with 10 AI messages.

No. AI welcome messages don't count as valid AI responses. Only responses that come from your trained data sources count toward usage.

Yes, if AI provided at least one valid response before the transfer. The conversation counts because AI was used, even if a human completed it.

Deleted conversations that had valid AI responses are still counted toward usage. Deletion ends the conversation at the time of deletion, and the count is recorded.

The conversation is counted when it ends, not when it starts. If a conversation stays open for 3 days, it's counted when:

• You manually resolve it, or
• The 3-day session expires and auto-ends the conversation

A session is a time window that groups related customer interactions:

• Maximum duration: 5 days
• Automatically expires after 5 days of inactivity
• Can contain one or multiple conversations
• Used to determine when conversations end

Within a session (under 5 days):

• New messages continue the current conversation
• No new conversation is created unless previous one is resolved

After session expires (over 5 days):

• Any new message creates a new conversation
• Previous open conversation automatically ends
• New conversation starts fresh count

Available product information that is synced to Chatty:

• Specific product details (name, descriptions, images, vendor, type)
• Product variants (colors, sizes, styles)
• Price ranges and comparisons
• Product features and specifications
• Collection
• Product inventory
• Product metafields

Your product information will be updated daily at 12:00 AM PST.

We support all metafields in this list Shopify documentation on metafield types (opens in a new tab), except:

• Reference type:
  • collection_reference
  • customer_reference
  • file_reference
  • metaobject_reference
  • mixed_reference
  • page_reference
  • product_reference
  • product_taxonomy_value_reference
  • variant_reference
• Other:
  • Link
  • URL

These pages are auto-synced:

• Shipping policy
• Return polity
• Privacy policy
• Terms of service
• FAQ
• Contact us
• About us

If your Shopify pages are not auto-synced to data sources, go to Data sources → Click Sync store pages or re-activate AI.

With product advice, you should add information to product description. If you don't want to show it in public stores, add it to product metafield and sync to Chatty.

Adding product care instructions using metafields (opens in a new tab)

Adding a pop-up size chart to your product pages (opens in a new tab)

Coming soon: Add FAQs for specific products.

By default, Chatty automatically does the following for Best sellers and New arrivals:

• Select top 20 products based on sales from the last 30 days
• Update the list daily

You can combine auto-selection with your manual choices by activating smart sync and adding/removing products manually. This means your recommendation will be updated daily with new products while keeping your manual choices. (maximum 20 products/collection)

In the instruction field, tell your AI how to handle size questions. For example:

"If no size guide is found, it means you don't know the size guide information for this product. do not invent or assume any size guide details."

This instruction prevents your AI from generating incorrect sizing information.

You can still test AI assistant with data sources that you added without enabling AI assistant.

No, you need to activate AI assistant first. The homepage and product-page chat are extensions of your AI assistant and use the same data sources and settings.

The questions are automatically generated by AI based on your store and product data. To influence the questions, improve your store information and product descriptions, and add detailed data about features customers care about.

No, it works alongside your main chatbox. Customers can still access the full chatbox through your chat widget button. The homepage and product-page AI are focused on helping visitors explore your store and the current product.

The most common reason is that your organization's Outlook settings block automatic email forwarding for security reasons. This is a default setting in many company email systems.

Contact your organization's IT admin to request permission. Learn more.

Yes, Chatty works with most email providers including Gmail, Outlook, and custom domain emails. The verification process remains the same regardless of your provider.

When you add an alias email, the verification link is sent to your primary (main) email address, not to the alias itself.

How to add alias emails:

1. First, verify your primary email address
   • Add your main email address to Chatty
   • Check your inbox for the verification link
   • Click the link to verify
2. Then, add your alias emails
   • Go to Channels and add your alias email
   • When prompted for verification, you can skip to the final step
   • Click "Verify" to complete the setup
   • You won't need to check your inbox again since the primary email is already verified

Example scenario:

• Email A ([email protected]) is your primary email - verify this first
• Email B ([email protected]) is an alias of Email A - skip inbox verification

All emails sent to either address will forward to your Chatty inbox.

You can do this, but you'll still need to verify the primary email first:

1. Add and verify your primary email
2. Add your alias email (skip inbox verification)
3. Once the alias is connected, remove the primary email from Channels

Your alias email will continue working in Chatty.

Chatty needs access to your Facebook Page to do the following:

1. Show your Facebook messages in the Chatty app. This allows you to see and manage all your conversations in one place.
2. Let you reply to messages directly from Chatty. This makes it more convenient to respond to people without switching apps.
3. Organize your conversations and link messages to the correct Facebook Page. This helps keep your messages organized and easy to find.

By disconnecting from Facebook pages, existing conversations will stay in Inbox without update.

No. You can connect only one Facebook account to Chatty.

Yes, you can connect multiple Facebook Pages to Chatty. Each connected page will have its associated Instagram account connected automatically (if applicable).

Your WhatsApp Business account must be connected to your Facebook page first. Follow these steps:

1. Go to your Facebook page settings
2. Navigate to WhatsApp
3. Connect your WhatsApp Business account to your Facebook page
4. Return to Chatty and try connecting again

No, you can only connect WhatsApp Business accounts. Personal WhatsApp accounts cannot be integrated with business tools like Chatty.

You'll need to create a WhatsApp Business account first:

1. Download WhatsApp Business app
2. Set up your business profile
3. Connect it to your Facebook page
4. Make sure Meta approves your account
5. Return to Chatty to complete the integration

Read this guide (opens in a new tab) for more details.

When your WhatsApp Business number shows "Pending" status in Chatty, it means Meta (WhatsApp) hasn't approved your number yet, even though you've completed the connection process.

There are two main reasons why your WhatsApp Business number remains pending:

Two-Factor Authentication (2FA) not enabled

1. Open your WhatsApp Business app
2. Go to Settings → Account → Two-step verification
3. Turn on Two-step verification and set up a 6-digit PIN
4. Wait for Meta to approve your number (Meta's approval process typically takes 24-48 hours, but can take longer during busy periods.)
5. Reconnect to Chatty once approved

Display name doesn't meet Meta's guidelines

Learn more about WhatsApp Business display name (opens in a new tab)

Yes, if you don't have a WhatsApp Business account connected to your Facebook page, you can create one during the setup process. Note that this will be a new WhatsApp number, not linked to any existing personal WhatsApp account.

Yes, you can disconnect WhatsApp at any time:

1. Go to Channels → WhatsApp → Manage
2. Click Disconnect
3. Confirm the disconnection. Existing conversation history will remain in Chatty but no new messages will sync.

No, customers will see your responses as coming directly from your WhatsApp Business account. The integration is invisible to customers.

Chatty doesn't automatically convert guest to customer to maintain data accuracy and protect your customers' experience:

• Prevents duplicate or inaccurate customer profiles: Automatic conversion could create multiple profiles for the same customer or generate profiles with incomplete information.
• Protects customer login access: Creating customer accounts without verification could prevent customers from accessing their actual accounts later.

What you can do instead:

1. Review guest information manually before creating customer profiles
2. Create customer profiles with validated information

Online/offline status only works if you turn on Contact us block in chatbox.

1. Go to Widget -> Genersl

2. In Blocks, turn on Contact us

   

Now, Chatty support 11 contact methods:

1. Whatsapp
2. Messenger
3. Phone
4. Email
5. Instagram
6. Telegram
7. Skype
8. Line
9. Zalo
10. Tiktok
11. SMS

More methods are coming soon.

Yes, you can export questions in a .CSV file. Go to FAQs -> Select questions & click Export.

You can create as many different FAQs blocks as you need for your store. There's no limit, so you can have specific blocks for each important product or collection.

Yes, you can use the same questions and answers across different blocks by using same ID block.

Yes. Now you can translate questions and answer in Translation.

Check that the language is live in Shopify Admin → Settings → Markets. Chatty only detects languages that are published in Shopify Markets.

Before publishing a new language, make sure your website is available in that language.

In Shopify Admin, click Settings -> Languages and set up your language.

Yes. Add and publish any language, then click Edit to update the content yourself.

Existing languages still work. To enable auto-translate on a new language, turn it off for another language first.

Only if auto-translate is enabled. If not, the language shows Outdated status and you need to update manually.

Select Custom when adding a language and translate content manually. Auto-translate is not available for Custom languages.

To fulfill an order means to complete the process of preparing and delivering the items that a customer has purchased. This typically involves several steps:

1. Picking and Packaging: Selecting the items from your inventory and packaging them for shipment.
2. Labeling: Creating and attaching shipping labels to the packages.
3. Shipping: Sending the packages to the customer using a shipping carrier.

In Shopify, you can fulfill orders manually or automatically, depending on your settings. Once an order is fulfilled, its status changes to "Fulfilled" in your Shopify admin.

• For Shopify-supported carriers: Full tracking details update automatically in real-time
• For non-supported carriers: Only basic status updates show (Confirmed, On its way, Delivered)

Check if your carrier is supported by Shopify (opens in a new tab). If not, consider using Custom tracking method to link directly to your carrier's tracking page.

Yes, you can use the same code snippet on as many websites as you want. All conversations will flow into your single Chatty inbox.

No, the Chatty widget loads asynchronously, which means it won't affect your website's loading speed.

The widget will use your default Chatty settings.

Simply delete the code snippet from your website's HTML.

Yes, as long as you can add custom HTML code to your website, the integration will work. Most website builders have a custom code section where you can paste the snippet.

Two-step verification adds an extra layer of security to your Chatty account. Even if someone has your password, they cannot access your account without access to your email for the verification code.

Chatty only collects chat messages and essential order information when provided by customers. No additional personal data is collected unless explicitly needed for customer service.

Chat history is stored according to your configured retention period. Default retention is 90 days, but you can adjust this in your settings.

Chatty provides tools to export or delete customer data on request. Contact our support team for assistance with specific requests.

Yes, Chatty's AI features are designed to meet AI Act requirements, including transparency, fairness, and regular risk assessments.

Please note, in some cases, when the app is removed from your Shopify store, our code might remain but will be disabled. This happens because we lose access to the theme files immediately when you uninstall our app.

Follow these steps to manually remove what's remaining.

1. Delete FAQ page

1. Get access to Shopify Admin → Online store → Pages

2. Select page "Frequently Asked Question"

3. Click Actions → Delete pages