Question 1

What is a conversation?

Accepted Answer

One chat between a customer and the assistant, on any surface — your website, the chat launcher, iOS, Android, desktop or a channel. Conversations are counted per workspace.

Question 2

What is model spend?

Accepted Answer

What the AI providers charge for the models your conversations use, counted per provider and shown per workspace and per user in the Console. If we do not know a price, we show it as unknown — never as zero.

Question 3

What counts as a resolution in the Shopify app?

Accepted Answer

A shopper conversation the assistant handled on its own, without your team — billed once per conversation, and only then. A handoff to your team, an "I'm not sure" reply, or a conversation nobody answers is never billed. Each plan includes a monthly number of resolutions, then charges per resolution up to the plan's monthly cap. The assistant is never switched off for billing.

Question 4

What happens when I reach my limit?

Accepted Answer

Two different caps, same rule — never a silent overspend. On AI Assistant for Shopify, your plan's resolution cap never switches the assistant off: it keeps chatting and new conversations route to your team. On the platform, your workspace's own conversation and spend caps (set in the Console) work the other way — the assistant stops at that cap, so it never silently overspends.

Question 5

How is the Shopify app billed, and what happens after the trial?

Accepted Answer

Shopify bills every paid plan on your regular Shopify invoice, never through us directly. A plan's free trial includes that plan's monthly resolutions from day one; nothing is charged until the trial ends, and you can change or cancel the plan from your Shopify admin at any time. Until you choose a plan, the app runs on the Free plan's limits.

Question 6

What is a seat?

Accepted Answer

A teammate who can sign in to a workspace's Console and Inbox. Where a plan lists "Unlimited seats," that workspace has no per-seat charge and no cap on how many teammates you add.

Question 7

What does "Priority support" mean?

Accepted Answer

A request from a workspace on a plan that lists "Priority support" is handled ahead of the standard queue, through the same support channel every workspace already uses.

Question 8

I run a Shopify store — can I also use the platform?

Accepted Answer

Yes. Your Shopify store keeps its own plan, billed through Shopify. Anything beyond it — another channel, another site, another brand — is a separate workspace. Talk to us and we'll set up the exact combination for your case.

Question 9

I run an agency with Shopify clients — how does this work?

Accepted Answer

Talk to us. We'll set up your Console with a workspace per client and confirm the billing that fits an agency running several client stores.

Pricing

Per workspace · pay for what you use · talk to us

AI Assistant for Shopify

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