Why it matters
The questions that come before the checkout
Someone has a jacket in their basket at eleven at night. It's a present for Saturday. They want to know if it will arrive in time and whether it can go back if it doesn't fit.
Your shipping page and your returns policy answer both. But they're three clicks away, the shopper is on their phone, and nobody is answering the contact form until Monday.
The assistant answers from those two pages in the time it takes to ask, gives your delivery times as the estimates they are, and never promises Saturday. What it can't do is look an order up, and it says so, taking the order number for your team instead.
- 17.1%of all US retail sales were made online in the second quarter of 2026, $340.2 billion of them.US Census Bureau, Quarterly Retail E-Commerce Sales, Q2 2026 (released August 2026)
- 20%of shoppers who abandoned a checkout said delivery was too slow, and 13% said the returns policy wasn't good enough. Both are questions your pages already answer.Baymard Institute, cart abandonment rate statistics
- 30 daysis when an order must ship if a store states no time at all, and any time a store does state needs a reasonable basis. The assistant repeats your published times and never makes up its own.FTC Mail, Internet or Telephone Order Merchandise Rule, 16 CFR 435.2
Example conversation
A late-night question before checkout
- If I order this jacket tonight will it get here by Saturday? It's a birthday present.
The question every store gets
- Standard delivery is 3 to 5 working days and express is 1 to 2, as estimates rather than guarantees, so I can't promise Saturday. Express is the best chance.
Your published times, never a promised date
- And if it doesn't fit?
- You can return unworn items with tags within 30 days for a refund or an exchange, and return postage is free in the US.
Your returns policy, in substance exactly
- Great. Also my last order #48213 never showed up.
- I'm sorry about that. I can't look orders up from here, so I'll pass it to the team. What email did you order with?
Says plainly it can't see orders, and takes what the team needs
- Order enquiry · Dana Ruiz · dana@example.com · Order #48213 not arrived
Emailed to you with the order number, ready to look up
What customers ask
What shoppers ask before they buy
- How long does shipping take?
- Do you ship to Canada?
- Can I return it if it doesn't fit?
- Who pays for return postage?
- What's it made of?
- Is there a size guide?
- Do you have any discount codes?
- Do you sell wholesale?
It answers these from your own website, and hands over any it can't.
What it does
What it does for you
Shipping and returns, from your own policies
It gives your delivery times as your estimates and your returns policy in substance exactly: the window, the condition, who pays postage.
Product questions from your product pages
Sizes, materials, dimensions and care, as your pages state them. Prices too, if you let it quote them.
Order questions go to your team
It can't see orders, and says so. It takes the order number and the email it was placed under, and you get both in one message.
Wholesale enquiries become leads
Bulk, wholesale, corporate gifting and press enquiries are captured with a name, an email and a company, and sent to you.
Rules it follows
Advertising rules it follows
No promised delivery dates
It never says an order will arrive by a date. A store needs a reasonable basis for any shipping time it states, and your published times are the only ones it has, so it gives those as estimates.
No order status, ever
It never says where an order is, that it has shipped, that a refund has gone through or that something is in stock, unless your site says so. It can't see your orders and won't pretend to.
Returns policy as written
It states your returns and refund policy as your site does, and never says a particular item will be accepted back. Your team decides that.
No invented deals
No sale, former price, percentage off, discount code or ending offer unless you publish it, and no "only a few left". A former price has to be one you really charged, so it only ever repeats yours.
No made-up reviews
It never says what customers think, never states a rating or a review count you don't publish, and never speaks as a customer. Fake and misrepresented reviews are banned outright under the FTC's reviews rule.
No origin or safety claims beyond yours
It never says where something is made, or that it is safe, non-toxic or hypoallergenic, unless your site says so. A Made in USA claim has its own legal standard, including on a website.
No card details in the chat
Payment goes through your checkout. If someone types a card number, it tells them not to and doesn't repeat it.
What reaches you
What reaches your inbox
Each enquiry arrives with what your team needs to act on it, whether it's a wholesale lead or an order to look up.
- Name
- Marcus Hale
- marcus@example.com
- Company
- Hale & Co. Outfitters
- Interest
- Wholesale pricing for 40 jackets
- Order number
- None, a new enquiry
Your tools
Works alongside your store platform
- Shopify
- WooCommerce
- BigCommerce
- Squarespace
Questions
Common questions
Can it tell customers where their order is?
No. It has no access to your orders, so it tells the customer that plainly, takes the order number and the email it was placed under, and sends both to you. It never guesses a status.
Will it promise delivery by a certain day?
Never. It gives the shipping times your site publishes, as your estimates. Promising a date it has no way to keep is exactly what the FTC's mail order rule is about.
Does it know what's in stock?
Only what your pages say. It can't see your inventory, so it doesn't say something is in stock unless the product page does.
Will it quote our prices?
Yes, exactly as your site publishes them, and you can switch price quoting off in Settings. It never works out a total, a discount or a shipping cost you haven't published.
Can it offer a discount to save a sale?
No. It mentions a discount code or a sale only if your site publishes it. An assistant that makes up offers makes promises your checkout won't keep.
Can it take payment?
No. Payment goes through your checkout, and if someone types a card number into the chat it tells them not to and doesn't repeat it.
How do I install it on Shopify?
One line of code in your theme. The setup guide walks through it, and the chat works the same on any store platform.
More business types
Built for other businesses too
- HVAC, plumbing and electrical
- Dentists
- Salons and spas
- Real estate agents
- Law firms
- Accountants and CPA firms
- Gyms and fitness studios
- Driving schools
- Tutors and tutoring centers
- Veterinary clinics
- Auto repair shops
- Medical clinics
- Roofing contractors
- Pest control
- Solar installers
- Cleaning services
- Moving companies
- Home improvement fitters
- Physiotherapy and chiropractic
- Med spas and aesthetics
- Nurseries and childcare
- Insurance and mortgage brokers
- B2B SaaS companies
- Fintech companies