# Welcome to Chizy AI Chatbot
Thank you for choosing **Chizy AI Chatbot** — your AI-powered assistant built to deliver **faster support, better conversations, and higher sales** on Shopify.
Running an online store often means repeating the same answers about **orders, shipping, and returns**. Chizy automates those interactions so you can focus on growing your business — not managing repetitive support.
This guide will help you:
* Set up and launch your chatbot in minutes
* Customize its look, tone, and responses
* Train it with your products and policies
* Make the most of Chizy’s AI features to enhance customer engagement
Chizy makes support effortless — and your customers happier.
***
#### **Key Features**
Monitors chatbot performance and customer interactions.
Gives data-driven insights to optimize engagement and sales.
# Quick Setup Guide
This guide helps you customize Chizy for your store’s unique needs. In a few simple steps, you’ll be able to:
* Adjust the **chat widget style & position**.
* Personalize the **chat screen** with your brand, logo, and welcome message.
* Add **pre-chat survey** to collect customers' information and add **preset questions** to speed up customer interactions.
* Customize your **chat style** and **custom knowledge** to deliver brand voice and chat precision.
* Set up **store contact details** like email, phone, and WhatsApp for direct support.
By the end of this setup, your chatbot will be fully branded, connected, and trained to start engaging customers within 15 minutes.
# Install Chizy AI Chatbot
Follow these steps to install and activate **Chizy AI Chatbot** on your store:
{% stepper %}
{% step %}
### Install Chizy AI Chatbot
* Go to the official app page: Chizy AI Chatbot on Shopify App Store.
* Click **Install** and log in to your Shopify admin if prompted.
* Approve the installation request to add Chizy to your store.
{% endstep %}
{% step %}
### Onboard and Open Theme Settings
After installation, you’ll see a welcome screen asking about your business category—selecting it helps Chizy tailor its communication before you click **“Start setup.”**
* If you don’t see a matching business category, select **“Others”**, type yours in, and press **Enter** for each additional category.
* After that, you’ll be redirected to the **Chizy Dashboard**.
* Click the **Turn on** button to activate the chatbot on your store.
{% endstep %}
{% step %}
### Enable in Theme Editor
* You’ll be taken to Shopify’s **Theme Editor**.
* Locate **Chizy AI Chatbot** in the app embed section.
* Toggle **Enable** to activate the chatbot.
* Click **Save** in the top-right corner to apply changes.
{% endstep %}
{% endstepper %}
✅ That’s it! Your Chizy AI Chatbot is now active on your storefront and ready to assist customers.
# Connect Chizy to your store
After completing the installation steps, **Chizy AI Chatbot** automatically connects to your Shopify store — **no extra setup is required.**
#### What Happens after your Installation
* Once enabled in the **Theme Editor**, the chatbot will appear directly on your storefront.
* Behind the scenes, Chizy begins pulling in your **product catalog and customer data** securely from Shopify.
* This data is used to **train and prepare your chatbot**, so it can answer product questions, recommend items, and assist customers effectively.
* ***Quick Training Process:***
* The training process typically takes **just a few seconds**.
* The **Advanced Training Process** might take a bit longer (up to 10 minutes if you have \~5000 products) but it will significantly enhance the BOT's accuracy.
* During this time, Chizy learns about:
* Product catalog: names, descriptions, variants, and prices
* Collections and categories
* Store policies and pages
* Customer information
#### Test Your Chatbot
* After training completes, visit your **storefront** to see Chizy in action.
* Look for the chat widget (bottom corner of your site).
* Try asking questions such as:
* *“Show me your best-selling products.”*
* *“Where is my order?”*
* *“Do you have free shipping?”*
* Your chatbot will respond instantly with accurate, store-specific answers.
✅ If you see the chatbot live and responding, congratulations — your store is now fully connected to Chizy and ready to engage customers 24/7!
# Customize chatbot appearance
Chizy lets you fully customize the look and feel of your chatbot so it matches your store’s branding. You can adjust colors, fonts, chat icons, messages, product drawers, and even add custom code for advanced personalization.
You can find the settings in **Chizy Admin > Settings > Appearance**
This section walks you through the five customization tabs: **General, Chat Icon, Chat Window, Quick View Drawer, and Custom Code**.
***
{% stepper %}
{% step %}
### General settings
Here you can set your chatbot’s overall style.
1. Go to **General** tab.
2. Choose a **color** for the chat button, header, and messages.
3. Adjust **font settings**:
* Font for normal text (this includes text in chat message, product description)
* Font for product name, price, and button labels.
4. Click **Save** to apply changes.
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{% step %}
### Chat icon
This tab controls how your chat launcher looks on your storefront.
1. Go to **Chat Icon** tab.
2. Choose **Style** (icon only or icon + label). If you choose "Icon + Label" then the Label text field will show
3. Edit the **Label text** (e.g., “Support”).
4. Add an **Invitation Message** to encourage chats (e.g., “Need help? Ask me anything!”).
5. Select a **desktop and mobile position** (bottom-right or bottom-left), make change to side and bottom spacing if needed.
{% endstep %}
{% step %}
### Chat window
Customize what customers see inside the chatbox.
1. Go to **Chat Window** tab.
2. Set an **Agent name** (e.g., “Chizy Bot”). You may want to set an Agent name that relates to your brand.
3. Add a **Welcome message** (e.g., “How can I help you today?”).
4. Upload your **logo or icon** (JPG, PNG, GIF, WebP up to 2MB).
5. (Optional) Enable Pre-chat survey to ask visitor for their personal information (Email/name/phone)\
\&#xNAN;*Note: The visitor can't skip the survey and if the customer is logged in, their information will be filled in automatically*
6. (Optional) Enable **Preset Questions** to suggest quick actions like “Track Order” or “View Shipping Policy.”
{% endstep %}
{% step %}
### Add-to-cart mode
This tab controls how shoppers add AI-recommended products to cart — either via side panel or directly in chat.
* Go to **Add-to-cart mode** tab.
* (Optional) Enable or disable the "Add to Cart" button for products recommended in chat.
* Choose **product recommendations style:**
* In-chat shopping: Shoppers pick variants and quantity directly inside chat, continuing the conversation naturally.
* Side-panel shopping: Shoppers view product details and select variants in a side panel instantly.
* Settings for the product recommendation style you chose:
* For in-chat shopping: choose product options type:
* Button
* Dropdown
* For side-panel shopping:
* Choose **Image Slider Type**:
* *Slider + Thumbnails* (shows all product previews below main image).
* Slider only (show images in a slider, saves space for product details in quick view.)
* Choose **Product Options Type**:
* *Swatches*
* *Dropdown*
* *Radio button*
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{% step %}
### Advanced
The **Advanced** tab allows you to control when and where the chatbot appears on your store, as well as apply custom styling or functionality.
#### *Hide Chat Bubble on Specific Pages*
You can choose to **hide the chat bubble** on selected pages of your store, based on device type (desktop or mobile).
**Steps:**
1. Under **Hide Chat Bubble on Specific Pages**, select either:
* **Desktop Devices**, or
* **Mobile Devices**.
2. Click **Add URL** and choose one of the following options:
* **Exact Address:**\
Choose this option if you want to hide the chat bubble **only on a specific page**.\
For example, enter the **full URL** starting with `https://` — the chat bubble will be hidden only on that exact page.
* **Address Contains:**\
Choose this option if you want to hide the chat bubble on **multiple pages that share a similar URL pattern**.\
For example, type `/collections` to hide the chat bubble on **all collection pages** across your store.
#### *Add deep links*
Deep links let you generate a unique URL that, once visited, instantly launches the Chizy chat window on your store. Simply attach this link to any button, banner, or navigation text on your page to use it as a chat trigger.
**Steps:**
1. Copy your deep link
* Go to **Chizy -> Appearance → Advanced.**
* Find the Deep Links section and copy the deep link
2. Append it to any page URL
* Take the full URL of the store page where you want the chat to open, and add `#chizy-open` to the end.
```html
https://yourstore.myshopify.com/pages/contact#chizy-open
```
3. Add the URL to a button or link
* Set the deep link URL as the destination for any clickable element on your store — a navigation link, a homepage banner button, a product page CTA, or an email campaign link.
When a visitor clicks that button or link, they land on the page and the Chizy chat window opens automatically - no extra clicks needed.
#### *Custom Code*
Use this section to apply **Custom CSS** or **Custom JavaScript (JS)** to personalize the chatbot’s appearance and behavior.
**Custom CSS**
You can modify styles like colors, fonts, or layout.
**Steps:**
1. Go to **Custom Code** tab.
2. Under **Custom CSS**, paste your styling rules (e.g., change button color).
```css
.chizy-product-btn-primary {
background-color: red;
}
```
3. Under **Custom JS**, paste scripts to add functionality. Example:
```javascript
document.addEventListener('click', () => {
console.log('Click test successfully');
})
```
**Note:** Only use this **if you’re comfortable with coding**. For help, **contact us** via our live chat or email us at .
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# Improve your chatbot response
Once your Chizy AI Chatbot is live, you can fine-tune its responses to better match your brand and deliver more accurate support.
There are two easy ways to start this setting
* From Shopify Admin - Apps**,** click **Chizy AI Chatbot -> Training.**
* From the Chizy dashboard, click **Go to Training** — you’ll be redirected to the same page where you can configure your bot’s personality, knowledge base, and data preferences.
***
## AI Training
{% stepper %}
{% step %}
### **Configure Your AI Agent Persona**
Adjust how your chatbot communicates with customers by setting its:
* **Tone of Voice** – Friendly, Professional, or another style that fits your brand.
* **Response Length** – Choose between concise answers or detailed explanations.
* **Emoji Usage** – Control how often emojis appear in responses.
{% endstep %}
{% step %}
### **Configure Your AI Behavior**
* **Smart Follow-up** - enable if you want Chizy to automatically remind visitors who don’t reply. You can set up the delay time between follow ups, and the number of follow up will be maximum 3 times.
* **Suggest Out of Stock Products** – Decide whether your bot should recommend products that are currently unavailable.
{% endstep %}
{% step %}
### **Configure Your AI Knowledge**
Expand what your chatbot knows by adding information beyond your store’s products and policies.\
Go to the **Custom Knowledge Base** section:
* Click **+ Add Knowledge** to manually add common questions and answers.
* Or click **Import File** to upload FAQs, policies, or any document you want your bot to learn from.
This ensures your chatbot can handle more complex or brand-specific customer queries.
*Note: For best results, follow* [*this guide*](/quick-setup-guide/improving-your-chatbot-responses/help-your-chatbot-get-smarter-over-time) *on training with custom knowledge for improved response precision*
{% endstep %}
{% endstepper %}
***
### Additional settings
#### 1. Order Tracking Method
With access to your Shopify store data, our AI supports automated order tracking directly within the chat. You can configure which details customers must provide to retrieve their order information.
This setting allows you to balance security and convenience based on your store’s needs.
**Available Tracking Methods**
1\. Email and Order Number (Default)\
2\. Order Number Only\
3\. Order Number and Phone Number
💡 **Tip:** Choose the method that best aligns with your store’s security requirements and desired customer experience.
#### 2. Exclude Selected Collections
Use this feature to prevent your chatbot from mentioning or recommending certain collections.
**What It Does**
When a collection is excluded, the chatbot will not mention the collection.
**You may consider to exclude below collections**
* **Internal or staff-only collections** – Used for inventory or internal testing.
* **Work-in-progress collections** – Not yet ready for public viewing.
* **Restricted or age-gated products** – Require special verification.
* **Seasonal or archived collections** – Old campaigns or discontinued products.
* **Channel-specific collections** – For wholesale, B2B, or other sales channels.
* **Test collections** – Created for experiments or QA purposes.
**Steps:**
1. Browse your available collections in the list.
2. Select the collections you want to exclude.
3. Click **Save** to apply your changes.
*Note: Excluding a collection only affects chatbot behavior — your collections and products remain visible in your Shopify store unless hidden by other visibility settings.*
***
✅ With these adjustments, your Chizy AI Chatbot will provide smarter, more personalized, and more accurate responses to your customers.
# Help your chatbot get smarter over time
Your chatbot gets smarter with every conversation as it learns from customer interactions — and you can make it even better by adding your own custom knowledge.
### Why "Add Custom Knowledge"?
Chizy automatically syncs key store data such as **product and collection details**, **store pages** (like about us, information pages...), and **store policies** directly from Shopify.\
However, some types of information aren’t retrievable automatically. Failing to include them may lead to incomplete or generic responses.
#### Examples of Information to Add
* **Limited-time offers** – e.g., Black Friday or Christmas promotions
* **Brand background** – e.g., your story, sustainability efforts, craftsmanship details
* **Answers for customer FAQs** (if you haven't included them in any pages yet)
### Principles to follow when adding custom knowledge:
* Only add key information that AI cannot automatically retrieve.
* Proactively review conversation logs to optimize AI responses.
* Regularly update and maintain the knowledge base to ensure accuracy.
* Use customer-friendly phrasing for better AI matching.
* Ensure information is clear and specific.
* Follow a one-topic-one-answer format.
### 1. Only Add Key Information AI Can’t Fetch Automatically
Avoid duplicating data that Chizy already imports from Shopify, such as product descriptions or standard shipping timelines. Focus on unique or event-specific content such as **special campaigns, brand details, or exclusive benefits.**
**Example: Black Friday Promotion**
| ❌ Not Recommended | ✅ Recommended |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
|
“Orders over $50 qualify for free shipping.”
-> This is a general information which might be mentioned in a page or policy, Chizy already learns this automatically.
|
“Black Friday Special! From Nov 20–27, enjoy free shipping on all orders — no minimum required.”
-> This is special promotion that's not included any where else
|
### 2. Review Conversation Logs to Improve Accuracy
Regularly reviewing Chizy’s [**conversation logs**](/features/core-features/ai-powered-conversations) helps you identify where customers’ questions weren’t answered correctly or completely.\
Add or update knowledge entries to fill those gaps.
### 3. Keep the Knowledge Base Updated
Your promotions, inventory, and policies change over time. Review the knowledge base **monthly** or before major sales events to keep information current.
**Areas to Regularly Review**
* Promotional campaigns (Black Friday, Christmas, New Year’s)
* Shipping timelines (holiday delays, new couriers)
* Return and refund policies (special holiday return extensions)
* Expired promotions or outdated offers (ensure they're deleted)
* New product launches or discontinued items
* Event-based offers (e.g., trade shows, pop-up stores)
**Example: Updating Promotions**
| ❌ Not Recommended | ✅ Recommended |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
|
“Everything is 20% off for Black Friday!”
-> This is not time-specific, so the AI might tell customers about the promotion when it's already over
|
“Black Friday Sale: Nov 29–Dec 1, enjoy 20% off storewide.”
-> This is time-specific, so the AI will not mention the promotion when it's not within the promotion date
|
### 4. Write in Customer-Friendly Language
Phrase questions and answers the same way customers naturally ask.\
Avoid overly formal or internal company wording.
**Example: Care Instructions**
❌ Technical
✅ Helpful
“Garments require delicate laundering.”
"Linen clothes require to be washed cold, tumble dry low and inside out for best results."
-> This is a more user-friendly instruction, which is action-oriented for specific product.
### 5. Make Information Clear and Specific
Ambiguity leads to poor customer experiences.\
Each knowledge entry should give concrete, time-bound, and action-oriented answers.
**Example: Gift Packaging**
| ❌ Unclear | ✅ Detailed |
| ------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “We offer gift wrapping.” | "We offer gift wrapping for $3.99 — it includes tissue paper, ribbon, and a handwritten note. Customers can add this option at checkout by selecting “Add Gift Wrap.”" |
**Example: Restock Information**
| ❌ Vague | ✅ Clear |
| ------------------------------------- | --------------------------------------------------------------------------------------------------------------------- |
| “We restock popular items regularly.” | “Our *Hoodies collection* restock every two weeks. You can click ‘Notify Me’ to get an email when your size is back.” |
*-> These sentences provide clear and structured details (price, content, and action). It helps Chizy confidently explain the option and guide customers through stages.*
### 6. Use the One-Topic-One-Answer Format
When you enter in the "Topic" box, Chizy understands information best when each entry is focused and specific.\
Avoid combining multiple questions into one entry.
**Example: Subscription FAQs**
| ❌ Combined | ✅ Split |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
|
“How does the subscription work? Can I cancel? How do I skip a month?”
-> This entry contains three different questions, so Chizy can’t tell which one to focus on.
|
Topic: "How does the subscription work"
Content: "Customers will receive one box every month with new flavors.”
Topic: "Can our customers cancel my subscription?"
Content: "Yes, anytime from your account dashboard.”
Topic: "Can our customers skip a month?"
Content: "Yes, they just need to click ‘Pause Subscription’ before your renewal date.”
|
### 🧠 Best Practices
* Check Chizy’s **conversation logs weekly** to spot missing answers.
* Keep your tone conversational and consistent with your brand.
* Remove outdated information to maintain trust.
* Always include **specific dates, product names, or conditions** in answers.
# Set up store contact
To make sure customers can always reach your support team, Chizy allows you to add direct contact information. This ensures that if the chatbot cannot resolve an issue, your shoppers still have an easy way to connect with you.
You can find this setting in **Chizy Admin > Settings.**
#### 1. Support Email
* Enter your store’s customer support email.
* Example: **
* Customers can use this for inquiries, returns, or follow-ups.
#### 2. Phone Number
* Add a phone number where customers can call your support team.
* Use international format for best results (e.g., `+1 (555) 123-4567`).
* This builds trust by showing shoppers they can reach a real person.
#### 3. WhatsApp Number
* Enter your WhatsApp business number for direct messaging.
* Example: *+1 (555) 123-4567*
* Customers can quickly reach you via their favorite messaging app.
#### Why Add Store Contact?
* Provides a **human support option** alongside the chatbot.
* Builds trust and transparency with customers.
* Reduces abandoned conversations by offering multiple ways to connect.
✅ Once you’ve filled in the fields, click **Save** to activate the contact details in your chatbot.
# Set up live chat
Want your team to be able to jump in when a shopper asks for a person, or when the AI can't quite close the loop?
Live Chat lets you take over a Chizy conversation directly from Chizy Inbox — no extra apps. Your shoppers stay in the same chat window they were already in; you reply with full context from what the AI has gathered.
{% hint style="info" %}
Available on every **Chizy plan.**
**90-day live chat history** is limited to Development/Free plan users
{% endhint %}
### How it works
When a shopper needs a person, Chizy pauses the AI, notifies you, and lets your team reply directly. This happens when:
* A shopper types something like "talk to a human" or "I want to speak to someone", or
* The AI can't confidently answer and asks whether the shopper wants to be connected to a person.
Chizy tells the shopper `You've been transferred to a human agent…` and stops replying. You get a web push and/or email notification, open the conversation in Chizy Inbox, and reply. The shopper sees your reply in the same chat window in real time. If no one on your team replies within the timeout you set (default 5 minutes), the AI resumes automatically so the shopper is never left waiting.
### Set up Live Chat
{% stepper %}
{% step %}
### Turn Live Chat on
1. In your Shopify admin, open Chizy and go to **Live chat settings → General**.
2. Click **Turn on**.
3. If your Pre-chat Survey isn't already collecting emails, Chizy shows a confirmation popup letting you know it will enable the Pre-chat Survey and add **Email** as a required field — so your team always has an email address to follow up with. Click **Turn on** in the popup to continue.
Once enabled, the badge on the General tab shows **On** and future "talk to a human" requests will route to your team instead of triggering the AI's fallback message.
{% endstep %}
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### Customize how Live Chat works
The General tab has three cards that link to the rest of the settings:
* **Notifications** — decide when and how you get notified (web push, email, or both).
* **Human Handover** — set your staff name, alternative contact channels the AI can suggest, and how long to wait before the AI resumes.
* **Quick Replies** — create ready-made messages you can insert into a chat with a `/` shortcut.
Click **Manage** on any card to configure it. Full walkthrough in [**Customize Live Chat settings**.](#customize-how-live-chat-works)
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### Reply from Chizy Inbox
When a shopper asks for a person, the conversation appears in Chizy Inbox with a **Waiting for Agents** badge. Click the conversation, hit **Join Conversation**, and start typing. Full walkthrough in [**Reply to customers in Chizy Inbox**.](#reply-from-chizy-inbox)
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### Good to know
* **The AI keeps working when you're not around.** Live Chat only pulls you in on human requests. Everything else stays with the AI, exactly as it did before.
* **You can't run Live Chat and Shopify Inbox integration at the same time.** They both handle the same "shopper wants a human" moment, so Chizy blocks the second one. If Shopify Inbox is already enabled, turn it off in **Advanced Features → Integrations** first — Chizy will show a banner reminding you.
* **The Pre-chat Survey turns on with Live Chat.** So there's always an email to follow up on. You can un-tick individual fields or turn the survey off again later — just know that if no email is collected, no one can be emailed back.
* **The AI comes back on its own.** If no one on your team replies within 1–15 minutes (default 5, adjustable in Human Handover), the AI resumes.
* **Conversations don't disappear.** Chat history sticks around beyond 24 hours, so shoppers see the previous exchange when they return.
### Turn off Live Chat
Go to **Live chat settings → General** and click **Turn off**. Any conversations that were already in **Live Chat** or **Waiting for Agents** stay paused on your current session; after you reload, the AI takes them back.
What happens to your Pre-chat Survey when Live Chat turns off depends on how you left the `Only display when the customer requests "Talk to human."` tickbox — see **Customize Live Chat settings**.
# Customize live chat settings
Live Chat has four tabs of settings — **General**, **Notifications**, **Human Handover**, and **Quick Replies**. Each one controls a different part of how the handoff works. This page walks through what each does and how to set it up.
You can prep every tab with Live Chat off — they all stay editable regardless of the master toggle. Flip Live Chat on when everything is ready.
### **General — the master switch**
The **General** tab has one job: turn Live Chat **On** or **Off** for your store. Below the toggle, three shortcut cards link to Notifications, Human Handover, and Quick Replies.
When you flip Live Chat on for the first time (and any time Pre-chat Survey isn't already collecting emails), Chizy shows a confirmation popup:
* **If Pre-chat Survey was off** — Chizy turns it on, adds **Email** as a required field, and sets it to only appear when a shopper asks for a human.
* **If Pre-chat Survey was on but Email wasn't collected** — Chizy adds **Email** as a required field and leaves your other fields untouched.
Click **Turn on** in the popup to accept. See "Turn off Live Chat" at the bottom for how this unwinds if you flip Live Chat back off later.
### **Notifications — how you get pinged**
Open **Live chat settings → Notifications**. Three sections, set up in order:
{% stepper %}
{% step %}
### Choose when to get notified
Under **Triggering Events**, tick the boxes for the events you want notifications on:
* **AI transferred a conversation to human agent** — a shopper just asked for a person.
* **New unread message in Live Chat** — a shopper replied while your team was away.
Each event has an **Email** column and a **Web browser** column. Email boxes are ticked by default. Web browser boxes activate once you enable web push on the current device below.
{% endstep %}
{% step %}
### Turn on Web browser notifications
Web push is set per device and per browser — enable it on every laptop and browser your team will use.
1. On the **Web browser notification** card, click the toggle to **On**.
2. Chizy opens a guide window matching your browser: Chrome, Edge, Opera, Safari on macOS, or Firefox. Follow the prompt and click **Allow**.
3. Once granted, the toggle stays **On** and **Send test** activates. Click **Send test** to confirm the notification arrives.
If you accidentally block the browser permission, the guide window explains how to re-open it from your browser's site settings menu.
{% endstep %}
{% step %}
### Set up Email notifications
1. On the **Email notification** card, confirm the **Send to** address. Chizy prefills it from your Shopify store email.
2. Click **Add email receiver** to add teammates. Every address on the list receives every triggered email.
3. Click **Send test** to confirm delivery. Test works even when the Email toggle is off, so you can verify delivery before going live.
Email settings apply to your whole store — you can't route different events to different teammates in this version.
{% endstep %}
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### **Human Handover — the shopper-side experience**
Open **Live chat settings → Human Handover**. Three settings shape what shoppers see and how the AI behaves during a handoff.
{% stepper %}
{% step %}
### Staff name
Set the name shown on your team's messages inside the chat. If left blank, Chizy uses `Customer Support`. This name also appears in email subject lines.
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### Alternative Contact Suggestions
Turn this on to let the AI suggest an email, phone number, or WhatsApp when a shopper asks for a person outside your live-chat hours. Fill in at least one contact method — Chizy blocks saving with all three empty. Values sync bidirectionally with your **Chat Window → Contact Display** settings.
{% endstep %}
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### AI Resume Timeout
Set how many minutes Chizy waits for your team to reply before the AI resumes. Range: 1–15 minutes. Default: 5.
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### Quick Replies — save time on repetitive answers
Open **Live chat settings → Quick Replies**. Set up shortcuts your team can drop into any chat with `/`.
{% stepper %}
{% step %}
### Add a shortcut
In the **Add a quick reply** section, fill in:
* **Shortcut** — starts with `/`, then a short unique tag inside its category (e.g. `/greeting`, `/refund-policy`).
* **Category** — pick from the dropdown or type a new name to create one.
* **Shortcut message** — the message body. Use **B / I / U**, emoji, or the hyperlink tool for formatting.
Then click **Add shortcut**. The shortcut appears in the **Manage quick reply** section below, grouped under its category.
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### Edit or delete a shortcut
In the **Manage quick reply** section, expand a category to see its shortcuts. Use the row-level **Edit** or **Delete** icons. Renaming a category renames it for every shortcut in it. Deleting the last shortcut in a category also removes the category itself.
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### Good to know
* **You can prep everything with Live Chat off.** All four tabs stay editable regardless of the master toggle — configure quietly first, flip on when ready.
* **Web push is per-device, but Triggering Events are per-store.** Change which events fire notifications once, and every teammate's browser follows the same rule.
* **Web push permission can be revoked in the browser.** If a teammate revokes Chizy in their browser settings, the toggle in the Notifications tab flips back to **Off** automatically and the warning banner reappears.
* **Email test doesn't need the toggle on.** Send a test even with Email notification off — useful when you're checking deliverability before go-live.
### Turn Live Chat off — and what happens to Pre-chat Survey
When you turn Live Chat off from **General → Turn off**, what happens to Pre-chat Survey depends on the `Only display when the customer requests "Talk to human."` tickbox inside Pre-chat Survey Settings at that moment:
* **Tickbox is ticked** — Pre-chat Survey turns off entirely. The tickbox becomes hidden.
* **Tickbox is un-ticked** — Pre-chat Survey stays on with its current fields (Email included). The tickbox becomes hidden.
Either way, you can re-adjust Pre-chat Survey freely from **Chat Window → Pre-chat Survey Settings** afterwards.
# Reply to customers in Chizy Inbox
When a shopper asks for a person, the conversation lands in Chizy Inbox with a **Waiting for Agents** badge. This page walks through finding it, joining, replying using the toolbar, and resolving when you're done.
Before you start, make sure Live Chat is on and your notifications are set up — see [Set up Live Chat](/quick-setup-guide/set-up-live-chat).
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### How it works
Chizy Inbox is where every conversation lives — AI-handled and live-chat alike. Each conversation carries an **Inbox Type** badge so you can tell at a glance what state it's in:
* **AI Chat** — the AI is handling it. Nothing for you to do.
* **Waiting for Agents** — a shopper asked for a person and no one has replied yet. Someone from your team should jump in.
* **Live Chat** — someone from your team is actively replying.
You can filter the Inbox grid by **Inbox Type** to see just the conversations that need attention.
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### Find the conversation
1. Open **Inbox** from Chizy's left navigation. The grid now includes an **Inbox Type** column.
2. Look for rows tagged **Waiting for Agents**, or use **Filter → Inbox Type → Waiting for Agents** to narrow the view.
3. Click the row. Chizy opens the 3-pane inbox: conversation list on the left, the chat in the middle, customer details on the right.
You can also click the notification you received — both web push and email deep-link straight to the exact conversation.
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### Join the conversation
The input starts disabled with a **Join Conversation** button and the callout `AI is handling this conversation. Wanna stop AI and join?`
Click **Join Conversation**. The AI stops replying to this shopper, the input becomes active and focused, and the badge flips to **Live Chat**.
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### Reply
Type your message and click **Send**. Above the input, the toolbar gives you seven tools:
* **Text formatting (A)** — bold, italic, underline. Applies to selected text, or to what you type next.
* **Quick Replies** — insert one of your saved shortcuts. You can also just type `/` in the input to open the picker inline.
* **Attachments** — upload an image or video into the chat.
* **Products** — search your Shopify catalog and send a product card the shopper can click through to the product page.
* **Discounts** — send a discount as a card the shopper can click to apply automatically at checkout.
* **Emoji** — insert an emoji.
* **Hyperlink** — turn selected text into a clickable link.
Shoppers see your reply appear instantly, labeled with the **Staff name** you set in Human Handover, or `Customer Support` if you didn't set one.
**Edit or delete a message you just sent.** Within 1 minute of sending, and only if the shopper hasn't seen it yet, click the **3-dot** menu next to your message → **Edit** or **Delete**. After that window, the message stays as sent.
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### Resolve when done
Click **Resolve** at the top of the chat pane. On the next reload, the conversation moves to the **Resolved** tab and the AI reactivates for it — if the shopper sends a new message later, it comes back to your **Open** tab as a fresh AI-handled chat.
To reopen a resolved conversation, click into it and click **Reopen**.
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### Good to know
* **The AI takes over if no one replies.** If no one from your team joins within your **AI Resume Timeout** (default 5 minutes, adjustable in Human Handover), the AI resumes so the shopper isn't left waiting.
* **Shoppers can ask the AI back too.** While waiting for you, or during a live chat, the shopper sees a **Continue with AI** button in the chat footer. If they click it, the AI takes over immediately.
* **A burst of messages produces one notification, not many.** If a shopper sends five messages in a row, you get one push 60 seconds after the last one — not five in a row.
* **Notifications pause while you're typing.** If someone from your team is already typing in the input for that conversation, Chizy suppresses the new-message push.
* **Block a conversation to lock both sides.** From the row 3-dot menu or the chat 3-dot menu, click **Block conversation**. Your input and the shopper's **Send** button both disable. Click **Unlock** in the chat pane to reverse.
* **Leave notes about the shopper.** In the right-side **Conversation Details** pane, use the **Notes** field. Notes stay with the conversation and are visible to everyone on your team.
* **Mobile stacks the panes.** Tap a row to jump to the chat pane; tap **←** to go back to the list.
# Explore current features
Chizy is designed to boost customer engagement and sales with powerful AI-driven tools.
# AI-powered conversations
Chizy AI Chatbot doesn’t just chat — it learns and responds intelligently to your customers. With every interaction, it delivers accurate, personalized, and instant support that feels human-like.
#### Key Highlights:
* **Smart Conversation Handling**\
Chizy automatically understands customer questions and provides relevant answers based on your store’s products, policies, and data.
* **Conversation History**\
All chats are saved under the **Conversations** tab, where you can review, filter, and search through past interactions.
* Conversations will be recorded, tagged based on their content, and summarized for learning purposes and presentation to the store owner.
* **AI-Generated Summaries**\
After each conversation, Chizy provides a smart summary (available within 30 minutes after the chat ends) so you can quickly grasp customer needs without reading full transcripts.
* **Customer Information Capture**\
Collects customer emails or contact details during chats (either through pre-chat survey questions, sign-ins or in-chat content), allowing you to follow up and improve your customer relationships.
* **Continuous Learning**\
The more your customers interact, the smarter Chizy becomes — refining responses and delivering better support over time.
#### Why It Matters
AI-powered conversations mean fewer missed opportunities, faster resolutions, and more engaged customers — all while reducing the workload for your support team.
# Product recommendations
Chizy AI Chatbot doesn’t just answer customer questions — it actively **guides shoppers to the right products** with intelligent, personalized recommendations.
#### How It Works
* When customers ask about a product (e.g., “I want to buy a sofa”), Chizy instantly scans your store’s catalog.
* It suggests relevant options, complete with **product names, descriptions, and prices**.
* Customers can take action immediately with **“View Details”** or **“Add to Cart”** buttons directly inside the chat.
#### Key Benefits
✅ **Personalized Shopping Experience** – Customers see the most relevant products based on their queries.\
✅ **Seamless Checkout Journey** – Shoppers can add items to their cart without leaving the chat.\
✅ **Boosted Sales & Conversions** – Intelligent recommendations drive more purchases and reduce browsing time.\
✅ **Always Up to Date** – Chizy pulls real-time product data from your Shopify store, ensuring accuracy.
With Chizy’s **AI-powered recommendations**, your chatbot becomes more than support—it becomes a **sales assistant** that drives revenue 24/7.
# Order tracking & FAQs
With Chizy AI Chatbot, customers can quickly **track their orders** and get instant answers to common questions—right inside the chat window.
#### Order Tracking Made Simple
* Customers enter their **Order Number** directly in the chat.
* Chizy instantly retrieves the order status from your Shopify store.
* Updates such as **“Order Confirmed,” “Shipped,” or “Delivered”** are displayed in real-time.
* No need for manual lookups—your customers get the information they need instantly.
#### Smart FAQs
In addition to order tracking, Chizy can answer **frequently asked questions** automatically, such as:
* *“Do you offer free shipping?”*
* *“How long does delivery take?”*
* *“What payment methods do you accept?”*
With **Order Tracking & FAQs**, Chizy becomes your customers’ **first point of contact**—helping them stay informed while saving your support team valuable time.
# Multilingual support
Chizy AI Chatbot is built to help you **connect with customers worldwide** by supporting multiple languages. Whether your store serves local shoppers or an international audience, Chizy ensures smooth, natural conversations in the language your customers prefer.
#### How It Works
* Chizy automatically **detects the customer’s language** and responds accordingly.
* Supports a wide range of languages, enabling truly **global customer engagement**.
* Works seamlessly with your **store data, FAQs, and product catalog** to provide accurate answers in different languages.
#### Key Benefits
✅ **Reach Global Audiences** – Serve customers in their native language without hiring multi-language agents.\
✅ **Boost Conversions Worldwide** – Build trust and improve shopping experiences for international buyers.\
✅ **Consistent Responses** – Ensure accurate, context-aware translations that maintain your brand’s tone of voice.\
✅ **Save Time & Cost** – Automate multilingual support without the overhead of translation teams.
#### Example Use Cases
* A customer in **France** asks: *“Avez-vous la livraison gratuite ?”* → Chizy replies in French with your store’s free shipping policy.
* A shopper in **Japan** searches for a product → Chizy recommends items in Japanese, using real product data.
#### Best Practices
* Customize Chizy’s **tone of voice** to keep communication consistent across languages.
* Add **Custom Knowledge Base entries** in multiple languages for store-specific FAQs.
* Test conversations in key markets to ensure smooth customer experiences.
With **Multilingual Support**, Chizy helps you break language barriers and deliver **personalized, global customer service—24/7**.
# Integrations
Connect Chizy to the other places your customers reach you — and to the tools you already use. Integrations let your AI assistant work beyond your Shopify storefront, so shoppers get the same instant help wherever they find you.
Turn conversations the AI can't resolve into Zendesk tickets, so your support team can follow up by email.
Growth plan and above
More integrations are on the way. Check back here as new ways to connect Chizy become available.
# Add Chizy to a non-Shopify website
Run a headless storefront, a separate landing page, or any site outside your Shopify theme? You can add the Chizy chat widget there too, using a small code snippet — so the same AI assistant helps shoppers wherever they land.
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**Available on the Growth plan and above.** If you're on a lower plan, upgrade from **Settings → Pricing** to unlock website integration.
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#### Who needs this
Use this only if you want to add Chizy to a **headless site or a non-Shopify page**. For your regular Shopify Online Store theme, Chizy is already available through App Embed — you don't need this.
#### Step 1: Add the Chizy chat widget to your page
1. In your Shopify admin, open Chizy and go to **Advanced Features → Integrations**.
2. On the **Website integration** card, click **Manage**.
3. Copy the code snippet shown under **Step 1: Add Chizy Chat to Your Store**.
4. Paste it into your website's HTML, just before the closing `
` tag.
That's it — the chat widget will appear on your page.