AI-trained product filter

Overview

When Proactive Chat recommends a product to a customer, that customer will often follow up with questions — "Is this available in my size?", "What's it made of?", "Can I return it?" If your AI hasn't been trained on that product, it can't answer confidently. That gap creates a frustrating experience and can cost you a sale.

Chatty now automatically filters out products excluded from AI training from Proactive Chat recommendations. This means your AI will only surface products it actually knows about — so every recommendation leads to a conversation your AI can handle.

How the AI product filter works

When you exclude a product from AI training (in AI Assistant → Training Data), that product is now automatically removed from Proactive Chat's recommendation pool as well.

You don't need to configure anything separately — the filter applies automatically whenever AI is enabled on the campaign.

This filter only applies when AI is turned on for the Proactive Chat campaign. If AI is off, Proactive Chat will pull from all active products in your Shopify store as before.

Why a product might be excluded from AI training

Products are excluded from AI training when:

• You manually excluded them in AI Assistant → Training Data
• The product has no description or insufficient information for the AI to learn from
• You've chosen to keep certain products out of AI-assisted conversations (e.g. wholesale-only items)

Tips

• Review your excluded products in AI Assistant → Training Data periodically to make sure the right products are available for Proactive Chat.
• If a product you want to recommend isn't appearing in Proactive Chat while AI is on, check whether it's been excluded from training.
• To recommend a previously excluded product, re-include it in AI training — Proactive Chat will pick it up automatically after the next sync.