--- url: /guide/best-practices/customize-customer-service.md --- # Customize HeiChat for Better Customer Service ## Purpose of this guide HeiChat's answer quality depends on more than the AI model. It also depends on whether your store provides complete, accurate, and up-to-date business information. To make HeiChat behave more like a customer-service teammate who understands your brand, configure the following areas together: - Use **Basic Settings** to define your brand identity and store context. - Use **AI Response** to set the assistant's tone, language, answer length, and behavioral boundaries. - Use **AI Model** to balance answer quality, speed, and token cost. - Use **Learned Products** to make sure product information is available to the AI. - Use **Knowledge Base** for shipping, returns, support procedures, and other information beyond product data. - Use **Gap Detection** and **Knowledge Gaps** to find unanswered questions and add the missing knowledge. - Use **Live Support** or **Smart Tickets** to provide a reliable human escalation path for complex issues. The most effective approach is a continuous cycle: tell HeiChat who your store is and what it sells, define how it should communicate, then use real customer conversations to improve the knowledge it is missing. *** ## 1. Start with Basic Settings: establish the service context ### Path `Shopify Admin > Apps > HeiChat > Setup > Basic Settings` ### What to configure In **Core Setup Required**, complete at least the following items: 1. **Customize Your Bot** - Set the bot name customers see. - Upload an appropriate bot avatar. - Select **Set AI Style** to continue configuring reply behavior in **Advanced Settings > AI Response**. 2. **Store Name** - Enter your official brand name rather than relying only on the Shopify domain prefix. - This helps HeiChat refer to your store naturally and consistently. 3. **Store Introduction** - Briefly explain what you sell, who you serve, your main product categories, and your usual price range. - Include shipping regions, handling times, important return rules, and key brand or service characteristics. - Use short paragraphs or bullet points instead of marketing slogans alone. 4. **Customer Service Supervisor's Email** - Enter a mailbox that your team actually monitors. - HeiChat can provide a dependable next contact point when a customer needs human help. 5. **Product Learning** - Confirm that product learning has completed or is progressing normally. - Do not judge product answers or recommendations before learning is finished, especially after first installation or a large catalog update. 6. **Activate Chat Widget** - Verify that HeiChat is activated in the storefront theme. - Customers cannot use the assistant if the widget is not active, even when the rest of the configuration is complete. ### Why this matters Basic Settings provide HeiChat's first layer of context. **Store Name** and **Store Introduction** tell the AI which brand it represents and what it needs to know about the business. A monitored supervisor email provides a safe fallback for unresolved issues. **Product Learning** gives HeiChat access to the real catalog information it needs for product questions and recommendations. Write the Store Introduction as information a service agent can use directly: what you sell, where you ship, how long fulfillment usually takes, and which items are not eligible for return. Generic statements such as “we offer high-quality products” do not help the AI answer customer questions. *** ## 2. Configure AI Response: keep replies consistent and safe ### Path `Shopify Admin > Apps > HeiChat > Setup > Advanced Settings > AI Response` You can also reach this page from `Setup > Basic Settings > Customize Your Bot > Set AI Style`. ### Recommended settings 1. **AI Output Mode** - **Streaming** is recommended for most stores because the reply appears progressively and reduces the customer's perceived wait. - Use **Complete Response** only if your brand prefers to show a fully composed answer at once. 2. **Reply Style** - Select **Serious & Professional** for formal, regulated, or high-consideration brands. - A friendly, lighter style works well for many consumer brands. - Use high levels of humor carefully, particularly for refunds, complaints, and order issues. 3. **Emoji Usage** - Formal or premium brands may prefer **Prohibited** or **Minimal**. - Consumer brands can use **Moderate**, but frequent emojis in every reply can make support answers harder to scan. 4. **Response Length** - Start with **Standard** for a balanced default. - Use **Concise** for fast FAQs and mobile-first conversations. - Use **Detailed** for technical products, installation guidance, or complex policy explanations. 5. **Reply Language** - Choose **Automatic** for a multilingual audience. - Choose **Fixed Language** when your store must respond in one specific language. 6. **Custom Instructions** - Define a consistent brand voice, for example: be calm, helpful, and easy to understand. - State what HeiChat must not promise, such as unconfirmed delivery dates, stock, or policy exceptions. - Explain how it should handle uncertainty, for example: ask one clarifying question instead of making an assumption. - Specify that sensitive account, payment, refund-exception, legal, or medical issues require human support. ### Why this matters **Knowledge Base** determines what HeiChat knows; **AI Response** determines how it communicates that knowledge. The same return policy can be presented in a structured, formal way for a premium brand or in warmer language for a lifestyle brand, but the policy itself must remain accurate. Keep knowledge-gap criteria out of **Custom Instructions**. Rules for recognizing missing knowledge belong in **Gap Detection**, while AI Response should contain only customer-facing behavior and communication guidance. *** ## 3. Choose an AI Model: balance quality, speed, and cost ### Path `Shopify Admin > Apps > HeiChat > Setup > AI Model` ### What to consider The **AI Model** page lets you test answers and choose the model that powers HeiChat. Models in the app are typically labeled by provider, tier, and token multiplier. When making a choice, consider: - how complex your customers' questions are; - whether you need stronger multilingual support or reasoning; - how often the AI handles policies, installation instructions, or compatibility questions; - the expected response speed; - the token use per conversation and your total budget. As a general approach: - **Basic** models are well suited to FAQs, simple product information, and straightforward pre-sales questions at lower cost. - **Pro** models can offer a practical balance between cost and answer quality. - **Advanced** models are a better fit for complex policies, detailed support questions, and stronger reasoning needs. - **Premium** models can suit high-value consultations or demanding technical support, but usually consume more tokens. The available models and token multipliers can change as providers and HeiChat update their offerings. Use the current labels in the **AI Model** page as the source of truth, and test with your own store scenarios rather than choosing based only on a model name. ### Recommended testing workflow 1. Prepare real questions covering products, shipping, returns, promotions, order issues, and multiple languages. 2. Test a Basic or Pro model to establish the baseline. 3. Test an Advanced or Premium model against your more difficult questions. 4. Compare answer accuracy, completeness, tone, speed, and token consumption. 5. If several models give the same incorrect answer, review **Knowledge Base** or **Learned Products** before upgrading again. 6. Choose the model that meets your service standard at an acceptable cost, then enable it for the storefront. ### Why this matters A more expensive model cannot reliably answer information that the store has not provided. If the AI lacks the return policy or a key product attribute, even a stronger model may still respond vaguely. First supply accurate business knowledge, then use model selection to improve the understanding and presentation of more complex questions. *** ## 4. Confirm Learned Products: make product answers trustworthy ### Path `Shopify Admin > Apps > HeiChat > Setup > Learned Products` ### What to check - Whether product learning is complete. - Whether important products are included within the learning scope. - Whether product titles, descriptions, variants, materials, dimensions, and compatibility information are complete. - Whether automatic synchronization has completed after product updates. HeiChat automatically reads product changes from Shopify and synchronizes the updated product information. For small, routine edits, you normally do not need to trigger an action every time. If the store makes a large batch of product updates, adds many products at once, or changes important attributes such as descriptions, variants, materials, dimensions, or compatibility, manually select **Refresh** on the **Learned Products** page to make sure the latest information becomes available to AI replies and product recommendations in a timely manner. ### Why this matters Product questions are different from general FAQs. Customers may ask which size suits them, whether an item is compatible with a device, which colors are available, or which product meets a particular need. These answers rely on current Shopify product data and should not all be maintained as manual FAQs. If a product record is missing an important attribute, improve the Shopify product information first, then wait for automatic synchronization or manually select **Refresh**. Avoid repeatedly adding duplicate product details to **Knowledge Base**. *** ## 5. Build a dependable Knowledge Base ### Path `Shopify Admin > Apps > HeiChat > Setup > Knowledge > Knowledge Base` ### Content to add first - Shipping and delivery policies. - Return, refund, exchange, and warranty policies. - Payment, gift card, and membership rules. - Usage, installation, care, and sizing guidance. - Common pre-sales questions and after-sales procedures. - Special rules for promotions, pre-orders, or custom products. - Store-specific instructions that the service team expects HeiChat to follow. ### Available knowledge types - **URL** for public help-center or policy pages. - **PDF** for manuals, policy documents, and guides. - **TEXT FILE** for plain-text reference material. - **PLAIN TEXT** for short FAQs, instructions, and policies. - **Q\&A** for recurring questions that need a controlled answer. ### How to write effective Q\&A entries For one answer, add multiple question variants that express the same customer intent. For a delivery-time answer, this could include: - “How long does shipping take?” - “When will my order arrive?” - “What is the delivery time?” This helps HeiChat identify the same intent when customers phrase it differently. Keep the answer direct and state important conditions. If the best outcome is to recommend a particular product, use the Product answer type instead of placing an unstructured product name in a text response. ### Update and maintenance rules Knowledge Base content is a static snapshot from the time it is added. Changes to a source page or document are not automatically synchronized. When content changes: 1. Go to `Setup > Knowledge > Knowledge Base`. 2. Locate the existing entry. 3. Edit, delete, or re-upload the content as appropriate. 4. Test realistic customer questions again. When Shopify shipping, refund, privacy, or terms policies change, use **Renew Policy** to synchronize them. Add an expiration date to temporary promotions, campaign rules, and other short-lived content so HeiChat does not continue using outdated information. ### Why this matters Knowledge Base is HeiChat's store-specific service memory for store rules, policies, and service procedures beyond the product catalog. It is separate from **Learned Products**: product information such as titles, descriptions, variants, prices, and inventory is read and synchronized through **Learned Products**, while shipping, returns, refunds, usage guidance, and other business knowledge are maintained in **Knowledge Base**. Keep each entry focused on one topic instead of combining unrelated policies in one long document. *** ## 6. Enable Gap Detection: find unanswered questions automatically ### Path `Shopify Admin > Apps > HeiChat > Setup > Advanced Settings > Gap Detection` ### Recommended Detection Rules Configure HeiChat to record a knowledge gap when it: - uses uncertain language such as “I'm not sure” or “I don't have that information”; - gives a generic answer that does not provide an actionable next step; - repeatedly directs a customer to support for a question the AI should answer directly; - asks the customer to rephrase the question multiple times; - fails to cover a store-specific procedure or policy. Also define cases that should not be recorded as gaps, such as: - order status and tracking questions that require real-time account data; - appropriate refusals of out-of-scope or inappropriate requests; - refund exceptions or privacy matters that require human review. ### Why this matters Gap Detection gives HeiChat a form of post-conversation self-review. It does not change the reply shown to the customer; it analyzes whether the conversation exposed missing knowledge. This lets merchants identify recurring weak answers before they become a larger source of frustration or support workload. Detection Rules are only for classifying gaps. Put tone, recommendation strategy, and reply instructions in **AI Response** instead. *** ## 7. Resolve Knowledge Gaps: turn customer questions into new knowledge ### Path `Shopify Admin > Apps > HeiChat > Setup > Knowledge > Knowledge Gaps` ### Recommended process 1. Sort by **Hits** and start with the questions affecting the most customers. 2. Open a question and read the customer question, AI Response, and AI Insight. 3. Select **View Conversation** to understand the context before deciding what to change. 4. Decide whether the cause is missing knowledge, outdated knowledge, incomplete product data, or a case that should be escalated. 5. Select **Add Knowledge** and create a focused Q\&A, PLAIN TEXT, URL, PDF, or other appropriate entry. 6. Test the original question and several alternative phrasings in the storefront widget. 7. Select **Mark as Resolved** after the answer has improved. 8. Use **Ignore** only when the gap is a false positive or the current AI behavior is already acceptable. ### Why this matters Knowledge Gaps create a continuous improvement loop: `Review gap → Add Knowledge → Test response → Mark as Resolved` Gaps with high **Hits** usually represent common customer intents. Addressing frequent questions about shipping, returns, sizing, compatibility, and payment normally improves more conversations than starting with rare edge cases. Before adding an entry, check whether related information already exists in **Knowledge Base**. If an answer is outdated or unclear, update the existing entry instead of creating competing content that could lead to inconsistent responses. *** ## 8. Use Correction regularly: turn conversation fixes into knowledge ### Path `Shopify Admin > Apps > HeiChat > Conversations > All Conversations` ### How to use it As part of routine operations, review real conversations and AI replies regularly, especially for high-volume topics such as products, shipping, returns, refunds, promotions, and after-sales support. If a reply is inaccurate, incomplete, or inconsistent with your store policy, select **Correct this message** (shown as **Correct** in some interfaces) on the relevant AI message. In the Correction dialog, you can: - rewrite the customer question so it represents the customer's actual intent more clearly; - provide a standard answer using **Text**; - associate a specific product using **Product** when that product should be recommended for similar questions. ### Important limitation **Correction is not a mandatory rule and does not permanently override every future reply.** It is essentially a shortcut for adding a human correction from a real conversation as reference knowledge for the AI. When similar questions appear, HeiChat may use the corrected answer, but the final response is still generated using the current conversation, existing Knowledge Base content, and other available context. Use Correction for quick fixes while reviewing conversations. For important, long-term policies or procedures, also organize the corrected information into a formal, clear, and maintainable entry under `Setup > Knowledge > Knowledge Base`. After correcting a message, test several similar phrasings to decide whether the Knowledge Base or AI Response instructions need further improvement. ### Why this matters Correction connects “spotting a bad reply” with “adding missing knowledge” without requiring the operator to leave the conversation and recreate the context manually. It lowers maintenance effort and helps HeiChat cover common customer intents more quickly. *** ## 9. Configure human escalation: let the AI know when to hand off ### Paths - `Shopify Admin > Apps > HeiChat > Setup > Widget Settings > Live Support` - If your team uses automated ticketing, review `Setup > Advanced Settings > Smart Tickets` as well. ### What to configure - Live Support button text. - Support working hours. - Holiday schedules. - Support email and ticket notifications. - The categories of questions that require human takeover. ### Issues that should usually reach a person - Requests for a refund exception or policy waiver. - Damaged, missing, or complaint-related orders. - Account privacy, payment disputes, or other sensitive information. - Unconfirmed stock, delivery timing, or order status. - High-value customers or complex custom requests. ### Why this matters Strong AI service is not only about answering questions; it is also about knowing when not to guess. A clear human escalation path protects customer trust, avoids unsupported promises, and gives customers a clear next step when AI alone is not appropriate. *** ## 10. Test the complete customer journey After configuration, test HeiChat from a customer's perspective instead of checking only the settings in the admin. Use questions such as: - “What does your store sell?” - “Who is this product suitable for?” - “How long does delivery to my country take?” - “Can I return this item, and under what conditions?” - “Do you have a product for this need?” - “Where is my order?” - “I need help with a damaged order.” - The same question in different languages or with different wording. Check whether the answer uses the correct product and policy information, matches the intended brand voice, makes uncertainty clear instead of guessing, recommends products appropriately, and offers Live Support or another human channel when necessary. Retest questions that previously appeared in **Knowledge Gaps**. When an answer is inaccurate, change one factor at a time: check **Learned Products**, then **Knowledge Base**, then **AI Response** and **AI Model**. This makes the root cause easier to identify. *** ## 11. Ongoing maintenance routine ### Weekly - Review **Knowledge Gaps**, starting with high-**Hits** questions. - Browse a sample of real AI conversations and use **Correct** to provide a correction when needed. - Verify that recently added knowledge covers the ways customers actually phrase their questions. - Look for duplicate or conflicting entries. ### After every policy change - Update the policy in Shopify. - Select **Renew Policy** in Knowledge Base. - Test related shipping, return, and refund questions. ### After product launches or significant catalog changes - Confirm that **Learned Products** has synchronized. - Test product attributes and recommendations. - For large-batch product updates, manually select **Refresh** on the **Learned Products** page to make sure the changes take effect promptly. ### After a campaign ends - Review campaign and promotion entries. - Edit or remove them as needed, or allow entries with an expiration date to expire. - Prevent HeiChat from continuing to offer outdated promotions. ### Monthly - Review AI Model performance and token usage. - Revisit AI Response Custom Instructions. - Remove outdated Knowledge Base content. - Review Knowledge Gaps, Support Tickets, Conversations, and Leads to identify the next improvement priorities. *** ## Quick checklist - [ ] Bot name, Store Name, and Store Introduction in **Basic Settings** are accurate. - [ ] Customer Service Supervisor's Email is monitored. - [ ] **Product Learning** is complete and includes important products. - [ ] **AI Response** settings match the brand's voice, length, language, and service boundaries. - [ ] **AI Model** has been tested with real customer scenarios and balances quality with cost. - [ ] Shipping, returns, refunds, warranty, and other key policies are in **Knowledge Base**. - [ ] **Renew Policy** is used after policy changes. - [ ] Temporary information has an expiration date. - [ ] **Gap Detection** is enabled with useful inclusion and exclusion rules. - [ ] Frequent **Knowledge Gaps** have been converted into focused knowledge entries. - [ ] Real AI conversations are reviewed regularly, and **Correct** is used when appropriate. - [ ] Important long-term rules from Correction have been organized into formal **Knowledge Base** entries. - [ ] Live Support or Smart Tickets provides a clear human escalation path. - [ ] The complete customer journey has been tested from the storefront. --- url: /guide/features/ai-auto-ticket.md --- # AI Auto Ticket > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## AI Auto Ticket HeiChat allows customers to submit tickets themselves using a function button. But since our AI is so smart, why not let the AI identify the need for a ticket and submit it for the user? That's exactly what we did. **Please note: This feature is only available for Pro Plus and higher memberships.** When the AI analyzes a conversation and determines that a complex issue requires manual follow-up, it will automatically create a ticket. In the ticket list, tickets with `type: ai` are those submitted automatically by the AI, while those with `type: form` are submitted manually by the customer. ![AI Auto Ticket](/images/features/ai-ticket/ai-ticket.png) ## Viewing and Managing AI Tickets Once enabled, you can find all tickets automatically submitted by the AI in the "AI Ticket" menu in the left sidebar. Here, you can see the AI's in-depth analysis of the conversation, its suggested solutions, and the customer's contact information. If you need to understand the full context, you can also click "View Conversation" to see the original chat log. ![AI Ticket Insights](/images/features/ai-ticket/ai-ticket-insights.png) ## Updating Tickets and Customer Follow-up As your team works on a ticket, you can update its status (e.g., `in progress` or `closed`) and record resolution notes in the provided area. This information is very useful: when the customer inquires about their ticket again using the same ticket ID in the chat, the AI will automatically inform them of the latest progress you have recorded. --- url: /guide/features/ai-correction-message-product.md --- # AI Correction for Messages & Products > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## The Power and Limits of AI HeiChat utilizes the best large language models (LLMs), including GPT-4, Claude 3.5, and Gemini, to automatically answer customer questions. In a Shopify context, this is incredibly powerful. For instance, when a customer can describe what they want but can't find it, HeiChat can understand their needs and locate the right item from your catalog—a task where AI can be more efficient than a human, especially in stores with 2000+ products. However, LLMs are trained on general knowledge and may not understand store-specific information. For example, if your store has a physical location but this fact isn't in the AI's knowledge base, it might incorrectly state that you are online-only. How can we prevent this? ## Introducing the AI Correction Tool We provide a "Correction" tool to solve this. **This feature is available for all plans, including free users.** ![Correction Button](/images/features/ai-correction/correct-button.png) ## Correcting AI Messages While reviewing conversations between the AI and customers, if you find a response unsatisfactory, simply click the "Correction" button. Manually enter the answer you would prefer. In the future, when faced with a similar question, the AI will reference your corrected response to provide a better answer. ![Text Correction](/images/features/ai-correction/text-correction.png) ## Correcting Product Recommendations Thanks to our deep integration with Shopify, you can also correct product recommendations. If you believe the AI should have recommended a different product, you can directly correct the product recommendation. Tell the AI which product(s) it should have suggested instead. You can select up to 5 products for the correction. ![Product Correction](/images/features/ai-correction/product-correction.png) --- url: /guide/features/auto-translate-greetings.md --- # Auto-Translate Greetings Message > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Creating a Global First Impression The Greetings Message is the first piece of information a user sees when they open the chat window. Many Shopify stores cater to customers who speak different languages. While HeiChat can automatically reply in the user's language, a non-English speaking customer who sees an English-only Greetings message might be less likely to start a conversation. ## Automatic Greetings Message Translation To solve this, we've enabled automatic translation for the Greetings message. This feature is now available for **all membership levels**. You only need to set up your Greetings message in a single language. Our AI will then automatically translate it based on the customer's default browser language settings. This ensures your customers see a fully localized Greetings message, creating a more inviting experience from the very first moment. ![Auto-Translate Greetings](/images/features/auto-translate/greetings-auto-translate.png) --- url: /guide/features/conversation-correction.md --- # Conversation & Correction > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## View chatlog Click the conversation on the left. ![View conversation list](/images/features/conversation-list.png) ![View conversation detail](/images/features/conversation-detail.png) You can select the corresponding conversation to view. "landing page" refers to the page on which the customer entered the store and started the conversation with customer service. The chat records on the right side correspond to each conversation. ## Correction ![Correct conversation](/images/features/conversation-correction.png) If you are unsatisfied with the AI's response, you can click "correct this message." Then you will see options for text correction or product correction. ### Text Correction: Make the desired changes directly in the text box below and click "submit" when finished. ### Product Correction: If there are product recommendations in the chat history that are not accurate enough, you can select the correct product directly here. --- url: /guide/features/conversation-tags.md --- # Conversation Tags > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Filter Conversations with Tags In the backend, you can go to "Conversation" to view all chat records between the AI and your customers. However, with a high volume of daily chats, reviewing each one individually can be tedious. To solve this, we've introduced a tagging feature for conversations. ![](https://images.heichat-static.com/pic-help-center/conversation-tag.png) ## Tag Types The system currently supports the following tags: - bot replied - sales leads - policies - ticket - check order - conversion - talk to human ![](https://images.heichat-static.com/pic-help-center/tags.png) ## How to Use Tags You can quickly find conversations that need attention by filtering these tags. For example: - **Filter `ticket`**: Review why a customer submitted a ticket. Was the AI's response unsatisfactory, or was the customer's issue urgent? - **Filter `conversion`**: Find which chat records led directly to a sales conversion. - **Filter `policies`**: Quickly locate all conversations where customers inquired about store policies (such as return/refund policies, shipping policies, etc.). This feature helps you and your customer service manager quickly check the daily performance of your AI "employee" and identify potential issues that may require human intervention. --- url: /guide/features/customize-ai-recommendation-strategy.md --- # Customize AI Recommendation Strategy > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Customizing Product Recommendations By default, the HeiChat AI learns about all the products in your store to provide relevant recommendations based on customer inquiries. However, we understand that every store has a unique sales strategy, so we provide advanced settings to customize this behavior. ## Option 1: Disable All Product Recommendations Some merchants prefer to use the AI exclusively for customer service tasks (like answering order status questions or explaining store policies) and do not want it to handle product-related questions. For these stores, we provide an option to completely turn off the AI's ability to recommend products. You can find this toggle in `Setup > Advanced Settings`. ![](/images/features/ai-recommendation/dont-recommend-product.png) ## Option 2: Only Recommend In-Stock Products By default, our AI is encouraged to recommend products to customers even if they are temporarily out of stock. For best-selling items, many customers are willing to wait, and our AI can notify them when the product is available again. However, some merchants feel that recommending an unavailable item is not ideal. We support both strategies. You can configure the AI to **only recommend products that are currently in stock**. This option is also available in `Setup > Advanced Settings`. ![](/images/features/ai-recommendation/only-recommend-stock.png) --- url: /guide/features/heichat-settings.md --- # HeiChat Settings > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Basic Settings ![](https://raw.githubusercontent.com/zichanghu/ChatGPT-customerservice-bot/refs/heads/main/HeiChat%20Settings%20pics/1.basic-setup.png) 6 basic settings here: 1. Chatbot name 2. Store introduction 3. Customer Service Director's email address 4. WhatsApp number 5. Discount 6. Pre-chat form ## Brand Settings ![](https://raw.githubusercontent.com/zichanghu/ChatGPT-customerservice-bot/refs/heads/main/HeiChat%20Settings%20pics/2.brand-setup1.png) You can control the logo that appears in the store, whether it appears on the left or right, the head portrait of the robot, and the text in the pop-up box. ## Function Button ![](https://raw.githubusercontent.com/zichanghu/ChatGPT-customerservice-bot/refs/heads/main/HeiChat%20Settings%20pics/3.function%20button.png) Set function button here so that customer can quick explore or submit a ticket. ## Talk To Human ![](https://raw.githubusercontent.com/zichanghu/ChatGPT-customerservice-bot/refs/heads/main/HeiChat%20Settings%20pics/4.talk-to-human.png) If you have real customer service, HeiChat supports setting specific time slots. The words "talk to human" will appear on the chat record page. If customers need to directly contact human customer support, they can simply click on this button, and a message will appear in the live chat on the backend. Human customer support can join in at any time. (The mobile app version also supports this feature). --- url: /guide/features/knowledge-base.md --- # Defining Own AI > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Knowledge Base Click the conversation on the left. ![](/images/features/knowledge-base/image11.png) After installation, HeiChat will automatically read the products and policies of the store, and the customization has been preliminarily completed. However, if there is additional content, such as the detailed description of the product model, such as the content that does not appear in the store policy but customers need to answer questions, you can upload it here. The uploaded content ai will learn and answer according to the corresponding content. ![](/images/features/knowledge-base/image12.png) ### Supported Formats Supports uploading: - Links - PDF files - TXT files - Plain text The content does not need to have a specific format. You can upload it directly. ### Best Practice Format For optimal results, consider using the following Q\&A format: ```typescript Q1: xxxxxxxx; A1: xxxxxxx; Q2: XXXXXX; A2: xxxxxxx; ``` --- url: /guide/features/membership-add-on-token.md --- # Membership Add-on token > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Managing Membership Click Membership on the left. ![Membership Page](/images/features/membership/membership-page.png) You can manage subscription packages and upgrade or downgrade them as needed. ## Purchasing Additional Tokens ![Add Token](/images/features/membership/add-token.png) You can directly purchase additional tokens, regardless of your subscription. (This applies when the subscribed token limit is insufficient for the month, but the volume is not high enough to upgrade to the next tier.) --- url: /guide/features/promo-cards.md --- # Promo Cards-Showcase Best Sellers in Customer Chat > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). This feature is exclusively available for Pro Plus and Pro Plus+ and Pro Max plan subscribers. ## Promo Cards-Convert Conversations to Sales Promo Cards are a powerful feature that replaces the standard Call-out Cards with product showcases. This tool allows you to display up to 10 of your best-selling products directly within the chat interface, enabling customers to view details and add items to their cart without leaving the conversation. ![Promo Card Example](/images/features/promo-cards/promo-cards-new-function.png) ### Benefits of Using Promo Cards - **Streamlined Purchasing:** Customers can add products to cart directly from the chat window - **Visual Merchandising:** Showcase product images, prices, and discounts right where customers are engaged - **Increased Conversion:** Capture purchase intent at the moment of highest engagement - **Strategic Product Placement:** Highlight best sellers, seasonal items, or complementary products ### How to Enable and Configure Promo Cards Promo Cards are disabled by default to maintain your existing setup. Follow these steps to enable and configure this feature: 1. Log in to your HeiChat dashboard 2. Navigate to **Setup** > **Function Button** 3. Locate the Promo Card configuration section 4. Add your best-selling products (up to 10 items) 5. Toggle the switch to enable Promo Cards (this will replace the Call-out Card) 6. For each product, provide: - Product name - Price (and discounted price if applicable) - Product image - Direct link to the product page - Add to cart button 7. Save your configuration ![Configuration Interface](/images/features/promo-cards/function-button-Best-Seller-Promo-Cards.png) Changes may take up to 5 minutes to appear on your live store. ### How Customers Experience Promo Cards When a customer engages with your chat interface, they'll see the Promo Cards display after the initial interaction. The cards present an attractive, scrollable carousel of your selected products with: - Product images - Product names - Current prices (with discount indicators when applicable) - "Add to Cart" buttons for immediate purchasing Customers can browse through all featured products and add items to their cart without interrupting their conversation with your chat assistant. ### Frequently Asked Questions #### Can I customize when Promo Cards appear? Currently, Promo Cards appear in place of Call-out Cards. We're working on more advanced timing options for future updates. #### Will Promo Cards work on mobile devices? Yes, Promo Cards are fully responsive and work seamlessly on all devices. #### Can I feature different products for different types of customer inquiries? Currently, the same set of products is shown to all customers. Contextual product recommendations are planned for a future update. #### What happens if I have more than 10 best sellers? You'll need to select your top 10 products. We recommend rotating products periodically to showcase your full range. Need further assistance? Contact our support team through your HeiChat dashboard or email [heicarbook@gmail.com](mailto:heicarbook@gmail.com) --- url: /guide/features/restock-notification.md --- # Restock Notification > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Restock Notification HeiChat's Restock Notification is a comprehensive and highly flexible solution that allows your customers to subscribe to email notifications when out-of-stock products become available again. This feature covers multiple touchpoints across your store, and since these touchpoints operate independently, you have complete freedom to choose any combination based on your preferences. ### Feature Overview The Restock Notification feature provides three different ways to capture customer interest in out-of-stock products: 1. **Product Search Widget** - Capture emails during product searches 2. **Shoppable Product Cards** - Collect notifications through AI chat interactions 3. **Product Page Component** - Traditional storefront setup directly on product pages :::tip Flexible Configuration These three methods are completely independent. You can enable just one, two, or all three depending on whether you want to capture emails through AI chat interactions, search, or traditional product pages. ::: ## Three Ways to Enable Restock Notifications ### 1. Through the Product Search Widget If you are using HeiChat's Product Search widget, customers will be prompted to enter their email address if they search for a product that is currently out of stock. They will be notified once the item is back in stock. **How to enable:** 1. Go to your **HeiChat Dashboard** 2. Navigate to **Widget Settings** > **Feature Widgets** 3. Enable Product Search Widget ![Product Search Widget](https://assets.merchmindai.net/images/search-widget.png) When successfully configured, customers searching for out-of-stock products will see an email input prompt as shown in the screenshot above. *** ### 2. Through Shoppable Product Cards in AI Chat When a customer is chatting with HeiChat and the AI recommends a product that happens to be out of stock, clicking on the recommended product will open a "Shoppable Product Card." This card includes a restock alert component where customers can leave their email to get notified later. **How to enable:** 1. Go to your **HeiChat Dashboard** 2. Navigate to **Setup** > **Advanced Settings** > **Product Recommend** 3. Enable **Shoppable Product Cards** ![Shoppable Product Cards](https://assets.merchmindai.net/images/setup-advance-settings-product-recommend.png) :::info AI-Related Feature This method is integrated with HeiChat's AI capabilities, allowing seamless notification collection during natural chat conversations. ::: *** ### 3. Directly on Your Store's Product Pages You can also embed a restock alert directly onto your Shopify product pages. This component remains hidden by default and will only appear when a product's inventory drops to zero. **How to enable:** 1. Go to your **Shopify Admin** 2. Navigate to **Online Store** > **Theme Editor** 3. Select your default **Product page template** 4. Click **Add Block** 5. Select the **Apps** section 6. Add the **HeiChat Restock Alert** block ![Restock Alert App Block](https://assets.merchmindai.net/images/notify-stock-app-block.png) :::tip Non-AI / Store Theme This is a traditional storefront setup that works independently of AI features and integrates directly into your theme. ::: ## Important Notes ### Current Functionality Currently, HeiChat **collects customer email requests** for restock notifications. The system captures customer interest when they want to be notified about out-of-stock products. Manual Processing Required At this time, HeiChat does not automatically send notification emails to customers when products are restocked. Merchants need to: - Track customer notification requests in their dashboard - Manually send emails to interested customers when products are back in stock - Manage follow-up communications themselves ### Future Enhancements HeiChat is actively developing integrations with popular email service providers like **Klaviyo** to ensure a seamless merchant experience. Future updates will include: - Automatic email notifications when products are restocked - Integration with third-party email marketing platforms - Advanced segmentation and automation capabilities Stay tuned for these exciting features! ## Summary The Restock Notification feature gives you multiple options to capture customer interest in out-of-stock products. Choose the methods that best fit your store's setup: - ✅ Enable all three for maximum coverage - ✅ Use only AI-related methods (Search + Chat) for intelligent engagement - ✅ Use only the product page component for traditional stores - ✅ Mix and match based on your needs If you need any assistance setting up these features, please don't hesitate to reach out to our support team! --- url: /guide/features/side-cart-shipping-protection.md --- # Side Cart & Shipping Protection > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Enabling the Side Cart Widget HeiChat operates as a widget on your storefront, providing a quick way for users to open a chat window. To further enhance convenience, we also offer other quick-access features, such as a Side Cart. This feature is disabled by default. To enable it, navigate to `Setup > Widget Settings > Feature Widgets` and toggle on **Enable Drawer Cart Widget**. ![](/images/features/side-cart/widget-side-cart.png) Once enabled, a shopping cart icon will appear in the sidebar of your store. When a customer clicks this icon, their cart will open in a convenient side panel, allowing them to view their items without navigating to a separate page (which is Shopify's default behavior). ![](/images/features/side-cart/side-cart-open.png) ## Integrating Shipping Protection A great way to increase revenue and offer valuable service is by providing shipping protection. In Shopify, this is often achieved by creating a special 'shipping protection' product, sometimes in conjunction with other apps. Our Side Cart fully supports integrating and upselling this feature. You can configure this in the settings area directly below the `Enable Drawer Cart Widget` toggle. ![](/images/features/side-cart/shipping-protection.png) First, you need to provide the **product `handle`** for the shipping protection product created in your store (this allows us to find the correct item). After that, you can set up different pricing tiers for shipping protection based on the customer's order value. Once configured, a new section will appear in the Side Cart, prompting the customer to add shipping protection to their order. They can add it with a single click of a checkbox. ![](/images/features/side-cart/add-shipping-protection.png) --- url: /guide/features/test-and-replace-ai-model.md --- # Test and replace AI model > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). Click the test on the left. ![Test AI Model](/images/features/ai-model/test-model.png) You can test the customer service of the store here until you are satisfied with the test before going online to the front desk of the store. There are 3 models to choose from ## GPT3.5 Use of fewer tokens, reasonable pricing and fast response speed. GPT-3.5, a transition model between GPT-3 and GPT-4, maintained GPT-3's strengths, but incorporated enhancements in language understanding and generation, offering users more coherent and contextually appropriate responses. ## GPT4 Smarter, uses 10x tokens comparing to GPT3.5. For example, a single conversation in GPT-3.5 consumes about 2k tokens, while the same conversation in GPT-4 would consume approximately 20k tokens.GPT-4, released later, represents a significant leap forward in AI capability. With more training data and improved architecture, GPT-4 can comprehend complex contexts better and produce more nuanced and creative outputs.While it continues to excel in language tasks, GPT-4 also demonstrates impressive capacity for reasoning and problem-solving, pushing the boundary of what AI can achieve. ## Claude3 Opus Newest model of Claude! The number of tokens used is higher, uses 10x tokens comparing to GPT3.5. Claude3 combines a broad knowledge with strong reasoning and language understanding abilities. This lets it communicate in a clear, coherent way and even tackle complex problems. Claude3's language style is more relaxed and humorous, which is noticeably different from the GPT series. --- url: /guide/features/using-custom-order-metafields.md --- # Using Custom Order Metafields > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Enriching AI Responses with Custom Data If you use custom metafields for your orders in Shopify, HeiChat can now use that data to enrich the AI's responses. This allows you to provide highly specific and detailed information to your customers automatically. ![](/images/features/metafields/metafield.png) We currently support metafields for order-related inquiries. You can enable and configure this feature in `Setup > Advanced Settings`. In the setup area, you simply need to provide two pieces of information: 1. The name of the metafield key (e.g., `custom.packing_video_url`) 2. A brief, simple description of what that field represents (e.g., 'Packing Video URL') ## Use Case: Providing a Packing Video A great example comes from one of our merchants: they add a custom metafield to each order containing a URL to a video of that specific order being packed. By configuring this metafield in HeiChat, the AI can automatically include the packing video link whenever a customer asks about their order status. This provides a rich, transparent, and trustworthy answer that enhances the customer experience. ![](/images/features/metafields/order-metafield.png) --- url: /guide/features/whatsapp-integration.md --- # Integration with WhatsApp > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Before Start > ⚠ **IMPORTANT:** HeiChat AI requires WhatsApp Business API integration. Please note: > > - Regular WhatsApp accounts will not work > - Standard WhatsApp Business accounts will not work > - You must have an approved WhatsApp Business API account through Meta Business platform > > **Prerequisites**: > > 1. A verified Meta Business account > 2. Approved WhatsApp Business API access > 3. Completed WhatsApp Business API configuration ## Step 1: Getting Started with WhatsApp Integration 1. Go to shopify and install HeiChat - [https://apps.shopify.com/chatgpt-customer-service-bot](https://apps.shopify.com/chatgpt-customer-service-bot) - Set up your HeiChat by configure ## Step 2: Setting Up Meta (Facebook) Business Account and App 1. Create a Meta (Facebook) Business Account: - Visit [here](https://business.facebook.com/). - Enter your business name, your name, and work email address. Click "Next". - Provide your business details and click "Submit". - Enter your business details and click Submit. ![](/images/features/whatsapp/1.png) 2. Create a new Meta (Facebook) App at [https://developers.facebook.com/](https://developers.facebook.com/). - ["Log in"](https://business.facebook.com/business/loginpage/?next=https%3A%2F%2Fdevelopers.facebook.com%2F\&app=436761779744620\&login_options%5B0%5D=FB\&login_options%5B1%5D=SSO\&is_work_accounts=1) to your Meta (Facebook) Developer Account. ![](/images/features/whatsapp/2.png) - Select ["My Apps"](https://developers.facebook.com/apps/?show_reminder=true). ![](/images/features/whatsapp/3.png) - Click ["Create App"](https://developers.facebook.com/apps/creation/) ![](/images/features/whatsapp/4.png) - Choose User Case: "**Other**" and click "Next". ![](/images/features/whatsapp/5.png) - Choose App Type: "**Business**" and click "Next". ![](/images/features/whatsapp/6.png) - Provide app details: App Name, App Contact Email, Business Account (Optional), and click "Create app". ![](/images/features/whatsapp/7.png) ## Step 3: Setting Up Meta (Facebook) App for WhatsApp Integration 1. Add WhatsApp to your Meta (Facebook) App. - In the ["Developers Dashboard"](https://developers.facebook.com/apps), choose your app. - Locate "**Add products to your app**" in your app's dashboard tab. ![](/images/features/whatsapp/8.png) - Choose "**WhatsApp**" for setup. ![](/images/features/whatsapp/9.png) - Select your Meta (Facebook) Business Account (if not selected in step 2). - Navigate to **App settings** > **Basic** from the sidebar ![](/images/features/whatsapp/10.png) Set the **Privacy Policy URL** to [https://heichat.net/help-center/privacy-policy](https://heichat.net/help-center/privacy-policy) ![](/images/features/whatsapp/11.png) - Save changes. - Set App Mode to **Live.** ![](/images/features/whatsapp/12.png) ## Step 4: Generate WhatsApp Token To obtain a permanent WhatsApp Access Token, follow 1 to 3 steps: 1. Create a "System User": - Visit the [Meta Business Suite](https://business.facebook.com/). - Find your business account in the top-left dropdown menu and click its **Settings (gear)** icon. - Click **Business** Settings. ![](/images/features/whatsapp/13.png) - Go to [Users](https://business.facebook.com/settings/system-users) [>](https://business.facebook.com/settings/system-users) [System users](https://business.facebook.com/settings/system-users). ![](/images/features/whatsapp/14.png) - Add an **Admin** system user. ![](/images/features/whatsapp/15.png) 2. Add Assets. - After creating the system user, click on **Add Assets**. ![](/images/features/whatsapp/16.png) - Navigate to **Apps** > "**Your app name**". - Select your app and grant full control to manage the app. ![](/images/features/whatsapp/17.png) 3. Generate System User Access Tokens. - Click the **Generate New Token** button on the system user. ![](/images/features/whatsapp/18.png) Choose the app that will use the token and set the token expiration to **never**. ![](/images/features/whatsapp/19.png) - Select "**whatsapp\_business\_messaging**" and "**whatsapp\_business\_management**" permissions. ![](/images/features/whatsapp/20.png) - Generate the token. - Copy the access token and store it securely. ![](/images/features/whatsapp/21.png) 4. Add a new Business Number for WhatsApp - You can use your own business number or utilize the provided test number for your WhatsApp chatbot. - In [WhatsApp Developer Dashboard](https://developers.facebook.com/apps/), navigate to WhatsApp > API Setup from the sidebar. ![](/images/features/whatsapp/22.png) - Proceed to "**Step 5: Add a Phone Number**," click **Add phone number**. ![](/images/features/whatsapp/23.png) - Provide details required in the following form. ![](/images/features/whatsapp/24.png) - Verify your number using the received code. - Once successfully added, select your phone number in **Step 1** of **API Setup**. ![](/images/features/whatsapp/25.png) 5. Add a Payment Method - To send messages via WhatsApp, you need a valid payment method. Visit [here](https://developers.facebook.com/docs/whatsapp/pricing/) for details. - After adding your business phone number, click "**Add payment method**" to address the "**Missing valid payment method**" alert. ![](/images/features/whatsapp/26.png) - You'll be directed to your WhatsApp account settings. Click "**Payment Methods**" > "**Add business payment method**" and follow the prompts to add your card info. ![](/images/features/whatsapp/27.png) 6. Test your new Business Number for WhatsApp - Return to WhatsApp Developer Dashboard, navigate to **API Setup** > **Step 1**. - Enter a testing "**To**" number. - Click "**Send message**" to verify successful message delivery. ![](/images/features/whatsapp/28.png) ## Step 5: Configure WhatsApp API Webhook settings 1. Verify WhatsApp Webhook Callback. - In WhatsApp Developer Dashboard, navigate to **Configuration**. - Under **Webhook**, click edit ![](/images/features/whatsapp/29.png) - Copy the **Callback URL** and **Verification Token** from HeiChat WhatsApp Integration page(or HeiChat email) to your WhatsApp Developer Dashboard. ![](/images/features/whatsapp/30.png) - Click **Verify and save** 2. Configure Webhook Subscription Field - Under "**Webhook Fields**," click **Manage**. ![](/images/features/whatsapp/31.png) - Find the "**messages**" field and subscribe to it by checking the box. ![](/images/features/whatsapp/32.png) ## Step 6: Connect your Whatsapp account with HeiChat 1. Retrieve WhatsApp Account Information - Copy the permanent access token generated from **Step 4.3** - Copy your **Phone Number**, Paste them to HeiChat backend and save ![](/images/features/whatsapp/whatsapp-in-heichat.png) ## **If you have any problems feel free to contact HeiChat's email([heicarbook@gmail.com](mailto:heicarbook@gmail.com))** --- url: /guide/features/widget-visibility-pages.md --- # Widget Visibility on Pages > Warning: This page is outdated and is kept only for compatibility with existing links. For the current documentation, see the [User Guide](/guide/user-guide.md). ## Control Where Your Widget Appears HeiChat's "Widget Visibility on Pages" feature gives you precise control over where your chat widget is displayed on your website. By default, the HeiChat widget appears on all pages. However, with this feature, you can define specific rules to show or hide the widget based on your URL structure. You can find this feature in **HeiChat Settings > Advanced Settings**. ![](/images/features/widget-visibility/advanced-settings.png) ## How to Configure Widget Visibility ![](/images/features/widget-visibility/widget-visibility-on-pages.png) Once you enable the feature, you'll have two main rule types to choose from: ### 1. Allow List - Show widget ONLY on specific pages This option will hide the HeiChat widget on all pages _except_ for the ones you explicitly list. Use this if you want the widget to appear on a limited number of pages. ### 2. Block List - Hide widget on specific pages This option will show the HeiChat widget on all pages _except_ for the ones you explicitly list. Use this if you want to prevent the widget from appearing on certain pages (e.g., policy pages, checkout pages). ## URL Configuration Rules To define which pages the widget appears on (or is hidden from), you'll need to configure URL rules. Enter the full URL, including `https://`. For advanced matching, you can use wildcards in the URL's path: - **`*` (matches within a single folder):** - Example: `https://site.com/products/*.html` matches all `.html` files directly inside the `products` folder. - **`**` (matches across multiple folders):** - Example: `https://site.com/docs/**/getting-started` matches the "getting-started" page anywhere under the `docs` directory. - **`**/*` (combined usage):** - Example: `https://site.com/products/**/*-blue.html` matches any page ending in "-blue.html" under any subdirectory of "products". ## Testing Your Configuration After configuring your URL rules, you can use the "Test" entry point provided. Simply enter a URL into the test field to see whether the HeiChat widget would appear on that specific page according to your rules. --- url: /guide/index.md --- # HeiChat Documentation Welcome to HeiChat Documentation! Here you'll find setup instructions, practical user guidance, and best practices for HeiChat. The documentation covers everything from installation to daily operations so you can roll out HeiChat with a structure that matches how merchants actually use it. ## Documentation Navigation - **Introduction** - Learn about HeiChat and pricing plans - **Installation Guide** - How to install HeiChat - **User Guide** - Learn HeiChat, Setup, Conversation, Ticket, Marketing, and Membership workflows - **Resources** - Helpful resources like the 10-Question Challenge - **Integration** - Webhook automation and integrations - **Updates** - Latest product updates and announcements - **Policies** - Privacy policy and terms of service --- url: /guide/installation/how-to-install-heichat.md --- # How to install HeiChat? ## Video Tutorial - How to install HeiChat? [https://www.youtube.com/watch?v=lU-LCHgSYMc](https://www.youtube.com/watch?v=lU-LCHgSYMc) - How do I view the chat log? [https://youtu.be/xqJbmn\_BDqM](https://youtu.be/xqJbmn_BDqM) ## Tutorial ### 1.Open shopify appstore ![](/images/installation/image.png) ### 2.Click install and click install app to install ![](/images/installation/image1.png) ### 3.On boarding (1/3) ![](/images/installation/image2.png) Enter the name of the chatbot, the introduction of the store, and then the next step. The name of the chat robot will appear in the customer service robot of the store. (you can change it at any time later) ![](/images/installation/image3.png) This is a best way to customize store AI. You can write about the history of the brand, the offline store information of the brand, the purpose of the brand and so on, And also write the language information of the main customers of the brand. For example, the brand is mainly for French customers. You can write here that all customers speak French and require the customer service to speak only French. ### 4.On boarding-store Theme Editor preview (2/3) Click to open the theme editor of the store and install it. ![](/images/installation/image4.png) ### 5.On boarding-click save to install successfully (3/3) ![](/images/installation/image5.png) --- url: /guide/integration/email-send-integration.md --- # Email Sending Integration ## Overview With HeiChat's Email integration, you can continue conversations after customers leave your website by sending follow-up emails, support replies, and conversion reminders through email. This is especially useful for scenarios like: - Following up with high-intent visitors after they leave your site - Replying to visitors who shared their email address - Sending order, shipping, or product-related follow-ups after a support conversation - Managing on-site chat and email communication in one workflow ## Before You Start Before configuring email sending, make sure: 1. You are already collecting customer email addresses in HeiChat 2. You have an email account or email service provider that supports SMTP sending 3. You know the SMTP host, port, encryption method, and login credentials required by your provider 4. If your mailbox uses two-factor authentication, you will usually need an **App Password** instead of your normal login password ### Step 1: Collect customer email addresses first To use email follow-up, you first need to collect customer email addresses through the pre-chat form. ![Pre-chat Form](/images/updates/pre-chat-form.png) - Go to **Setup → Basic Settings → Lead Capture** - Enable **Pre-chat Form** - Make sure the form includes an email field Once customers provide their email before starting a conversation, you can continue the conversation later through email. ## Configure Email Sending in HeiChat Go to **Setup → Integrations → Email(Beta)** and you will see a configuration screen like this: ![Email settings](/images/updates/email-settings.png) Fill in the following fields: ### 1. SMTP Host (Address) Enter the SMTP server address provided by your email provider, for example: - `smtp.gmail.com` - `smtp.office365.com` - `smtp.zoho.com` - `smtp.sendgrid.net` ### 2. Port Common ports include: - `587`: usually used with `STARTTLS` - `465`: usually used with `SSL/TLS` If your provider does not say otherwise, start with `587 + STARTTLS`. ### 3. Security Protocol Choose the security protocol required by your provider: - `STARTTLS`: starts as a normal connection, then upgrades to an encrypted connection; this is the most common option - `SSL/TLS`: encrypts the connection immediately; commonly used with port `465` ### 4. Sender Name This is the sender name customers see in their inbox, for example: - `HeiChat Support` - `Brand Customer Care` - Your store name It is best to use your brand name or support team name here so customers can recognize the sender more easily. ### 5. Sender Email This is the email address customers see as the sender. Recommended practice: - Use a business email address that matches your store domain, such as `support@yourstore.com` - Keep it the same as `Username` when possible, because some providers may reject messages otherwise ### 6. Username This is the SMTP login username. In most cases, providers expect the full email address, such as: - `yourname@gmail.com` - `support@yourstore.com` In most setups, `Username` and `Sender Email` are the same, and both use an email address format. However, there are exceptions: - Some providers do not use an email address as the SMTP username - Some providers use a fixed username, a system-generated username, or an API-style username - In those cases, `Sender Email` and `Username` will be different Examples: - Gmail / Outlook / Zoho: `Username` is usually the email address and is often the same as `Sender Email` - SendGrid: `Username` is usually `apikey`, while `Sender Email` is still your actual sender address - Amazon SES / Mailgun: `Username` is often a generated SMTP username and may not look like an email address You can think of them like this: - `Sender Email`: the email address customers see as the sender - `Username`: the login account HeiChat uses to connect to the SMTP server If your provider does not give special instructions, it is safest to keep them the same. If your provider gives you a separate SMTP username, use that value for `Username`. ### 7. Password This is your SMTP login password. Please note: - Gmail, Zoho, and similar providers often require an **App Password** when two-factor authentication is enabled - Some Microsoft 365 / Outlook tenants require **Authenticated SMTP** to be enabled first - Providers like SendGrid, Mailgun, and Amazon SES often use a dedicated **SMTP password** instead of the regular account password ### 8. Test Connection and Save After filling everything in: 1. Click **Test Connection** 2. If the test succeeds, click **Save** 3. Then send a real test email to confirm delivery, sender name, and inbox placement ## Common Email Providers and SMTP Settings Below are common setup patterns for several widely used mailbox and email service providers. Always follow the provider's official documentation if their requirements differ. ### Gmail / Google Workspace Good for low to medium sending volume and teams already using Google mailboxes. - SMTP Host: `smtp.gmail.com` - Port: `587` - Security Protocol: `STARTTLS` - Sender Email: usually your current Gmail or Google Workspace email address, such as `support@yourstore.com`; if you send from an alias, use an alias that is already configured in Gmail and allowed for sending - Username: full Gmail or Google Workspace email address - Password: **App Password** Notes: - You must enable **2-Step Verification** on the Google account first - Then create an **App Password** for SMTP login - `Sender Email` should usually match `Username`; if it does not, make sure the alias has already been configured through Gmail or Google Workspace "Send mail as" settings - If you use Google Workspace and app passwords are restricted by org policy, your admin may need to allow them, or you may need to use Workspace SMTP Relay or a dedicated email service provider References: - [Google Workspace: Send email from a printer, scanner, or app](https://support.google.com/a/answer/176600?hl=en) - [Google Account: Sign in with app passwords](https://support.google.com/accounts/answer/185833?hl=en) ### Outlook / Microsoft 365 Good for teams already using Microsoft 365 business email. - SMTP Host: `smtp.office365.com` - Port: `587` - Security Protocol: `STARTTLS` - Sender Email: usually your current Microsoft 365 mailbox address, such as `support@yourstore.com`; if you want to send from a shared mailbox or alias, use that shared mailbox or alias address and make sure the account has permission to send as it - Username: full email address - Password: mailbox password; if multi-factor authentication is enabled and the tenant allows it, an app password may be used Notes: - The mailbox must have **Authenticated SMTP** enabled - If `Sender Email` is different from `Username`, make sure the alias, shared mailbox, or "Send As / Send on Behalf" permission is already configured - Some Microsoft 365 tenants disable SMTP AUTH, which can prevent classic username/password SMTP login from working - If your tenant is strict, consider using a dedicated sending provider like SendGrid, Mailgun, Brevo, or Amazon SES instead References: - [Microsoft 365: POP, IMAP, and SMTP settings](https://support.microsoft.com/en-us/office/pop-imap-and-smtp-settings-for-outlook-com-d088b986-291d-42b8-9564-9c414e2aa040) - [Exchange Online: Enable or disable authenticated client SMTP submission](https://learn.microsoft.com/en-us/Exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submission) - [Microsoft: Create app passwords from the Security info page](https://support.microsoft.com/en-us/account-billing/create-app-passwords-from-the-security-info-preview-page-d8bc744f-3463-4d4d-918c-9d6d9cb81e3c) ### Zoho Mail Good for small and medium-sized teams using business email for support and notification messages. - SMTP Host: `smtp.zoho.com` - Port: `587` - Security Protocol: `STARTTLS` - Sender Email: usually your current Zoho mailbox address, such as `support@yourstore.com`; if you use an organization alias or group address, use an address that already has sending permission in Zoho - Username: full Zoho email address - Password: mailbox password or **App-specific Password** Notes: - If MFA is enabled, using an **App-specific Password** is recommended - If `Sender Email` is not the primary mailbox address, make sure it has already been set up in Zoho as an allowed alias or sender identity - For better deliverability, configure SPF and DKIM for your sending domain References: - [Zoho Mail: IMAP, POP and SMTP settings](https://www.zoho.com/mail/help/imap-access.html) - [Zoho Accounts: App-specific passwords](https://www.zoho.com/accounts/help/app-specific-passwords.html) ### SendGrid Good for merchants who need more reliable transactional delivery for notifications, automation, and support follow-up. - SMTP Host: `smtp.sendgrid.net` - Port: `587` - Security Protocol: `STARTTLS` - Sender Email: use a sender address that has already been verified in SendGrid, such as `support@yourstore.com`; a branded domain email with Domain Authentication is strongly preferred - Username: `apikey` - Password: the SendGrid API key you created Notes: - SendGrid's SMTP username is usually not an email address; it is commonly the fixed value `apikey` - `Sender Email` cannot be arbitrary; it must be an address SendGrid allows you to send from, otherwise sending may fail if single sender verification or domain authentication is missing - Domain authentication is strongly recommended for better deliverability and branding References: - [Twilio SendGrid: Integrating with the SMTP API](https://www.twilio.com/docs/sendgrid/for-developers/sending-email/integrating-with-the-smtp-api) ### Mailgun Good for technical teams or merchants who want stronger control over transactional email routing, logs, and deliverability. - SMTP Host: usually `smtp.mailgun.org` - Port: `587` - Security Protocol: `STARTTLS` - Sender Email: use an email address under your verified Mailgun sending domain, such as `support@mail.yourstore.com` or `support@yourstore.com`, depending on how your sending domain is configured - Username: the SMTP username provided by Mailgun - Password: the SMTP password provided by Mailgun Notes: - Different regions or account types may show different SMTP hostnames, so use the value shown in your Mailgun dashboard - `Sender Email` should belong to a domain you have verified in Mailgun; do not copy the `Username` here because it is usually only the SMTP login account - It is best to send from a verified domain References: - [Mailgun: Send via SMTP](https://documentation.mailgun.com/docs/mailgun/user-manual/sending-messages/send-smtp) ### Amazon SES Good for teams with some technical resources who care about cost efficiency and scalability. - SMTP Host: `email-smtp..amazonaws.com` - Port: `587` - Security Protocol: `STARTTLS` - Sender Email: use a sender address that has already been verified in SES, or an address under a domain that has been verified in SES, such as `support@yourstore.com` - Username: the SES-generated SMTP username - Password: the SES-generated SMTP password Notes: - Replace `` with your SES region, such as `us-east-1` - SES SMTP credentials are different from your AWS console login and must be created separately - `Sender Email` must match a verified SES identity; if you verified only a single email address, you can send only from that address, while a verified domain lets you use other addresses under that domain - If your SES account is still in sandbox mode, you can usually send only to verified addresses References: - [Amazon SES: Connecting to an Amazon SES SMTP endpoint](https://docs.aws.amazon.com/ses/latest/dg/send-email-set-up-email-client.html) - [Amazon SES: Obtaining Amazon SES SMTP credentials](https://docs.aws.amazon.com/ses/latest/dg/smtp-credentials.html) ### Brevo (formerly Sendinblue) Good for small and medium-sized merchants that send both marketing and transactional email. - SMTP Host: `smtp-relay.brevo.com` - Port: `587` - Security Protocol: `STARTTLS` - Sender Email: use a sender address that has already been added and verified in Brevo, such as `support@yourstore.com`; a branded domain email with completed domain authentication is recommended - Username: your Brevo account email address - Password: the SMTP key generated by Brevo Notes: - It is recommended to use Brevo's SMTP key rather than your regular login password - `Sender Email` can be different from `Username`, but it must first be verified in Brevo as an allowed sender, otherwise the message may be rejected - For branded sending, complete domain verification and sender authentication first References: - [Brevo: Which SMTP port should I use?](https://help.brevo.com/hc/en-us/articles/209467485-What-SMTP-port-should-I-use) ## Which Option Should I Choose? If you are not sure which provider to use, here is a simple guide: - **Personal mailbox or small team trial**: Gmail, Google Workspace, or Zoho Mail - **Already using business email**: Microsoft 365 or Google Workspace - **Need strong deliverability and scalability**: SendGrid, Mailgun, Amazon SES, or Brevo - **Planning long-term branded sending**: use a domain-based business mailbox or a professional email service instead of a free personal mailbox If your use case combines support follow-up, order notifications, and marketing communication, a professional email service is usually more stable than a free mailbox and gives you better control over deliverability, bounces, and domain authentication. ## Troubleshooting ### 1. Test connection fails Check these items first: - The SMTP host is correct - The port matches the encryption method, such as `587 + STARTTLS` - The username is correct and complete - Whether the password should instead be an app password or SMTP password - The provider allows third-party SMTP login ### 2. Authentication failed Common causes include: - Two-factor authentication is enabled, but you are still using the normal login password - Authenticated SMTP is not enabled for the Microsoft 365 mailbox - You used the normal account password for SendGrid, SES, or Mailgun instead of the SMTP credential ### 3. Messages are sent but land in spam Check the following: - SPF, DKIM, and DMARC are configured for your sending domain - The sender name is clear and trustworthy - You are not using a free personal mailbox for heavy business sending - Your content does not look excessively promotional or spammy ### 4. Can `Sender Email` and `Username` be different? Yes. For most standard mailbox providers: - `Sender Email` and `Username` are usually the same - Both are often full email addresses For some professional sending services: - `Username` may not be an email address - `Sender Email` is still the visible sender address Examples: - SendGrid: `Username = apikey` - Amazon SES: `Username = SES-generated SMTP username` - Mailgun: `Username = Mailgun-provided SMTP username` Many providers validate the sender address strictly. To reduce the chance of failure, it is best to keep: - `Sender Email = Username` unless your provider explicitly gives you a separate SMTP username. If your provider requires a non-email SMTP username, make sure: - `Sender Email` is an allowed sender address or a verified sender identity - your domain, alias, or sender identity has already been verified If you want to send from an alias, first confirm that the provider supports aliases or verified sender addresses. ## Best Practices - Use a domain-based business email instead of a free personal mailbox whenever possible - Configure SPF, DKIM, and DMARC for your sending domain - Send a real test email instead of relying only on a successful connection test - Start with a small sending volume, then scale up gradually - If you send larger volumes, use a professional transactional email provider ## Need Help? If you run into any issues while configuring HeiChat Email integration, contact the HeiChat support team at **[heicarbook@gmail.com](mailto:heicarbook@gmail.com)** --- url: /guide/integration/klaviyo.md --- # Klaviyo Integration :::note This feature requires the Pro Plus plan or above. ::: ## Overview With HeiChat's Klaviyo integration, you can automatically sync leads collected during on-site conversations to Klaviyo. At the moment, this mainly includes basic customer information such as email addresses, making it easier to continue with email marketing, automation flows, and customer segmentation in Klaviyo. If you are already using Klaviyo to manage subscribers or marketing automation, this integration helps you bring leads collected by HeiChat into your existing workflow more smoothly. ## Before You Start Before you begin, please make sure: 1. You already have access to an active Klaviyo account 2. You can create and manage API keys in your Klaviyo dashboard 3. You want to sync leads collected in HeiChat to Klaviyo Profiles ## Configure Klaviyo in HeiChat Go to **Setup > Integrations > Klaviyo** to open the Klaviyo settings page in HeiChat. ![Klaviyo settings in HeiChat](/images/integration/klaviyo/klaviyo_config.png) You can enter the following fields here: - **Public Key** - **Private Key** These two keys are used for different purposes: - `Private Key` is used to automatically sync leads collected by HeiChat to Klaviyo - `Public Key` can be filled in as needed for other public-facing or frontend-related use cases If your main goal is to enable automatic lead syncing, the key field is `Private Key`. ## How to Get Your Klaviyo API Keys You can go directly to the [API Keys page](https://www.klaviyo.com/settings/account/api-keys), or open **Settings > Account > API keys** in your Klaviyo dashboard. On that page: - The `Public Key` is usually displayed directly - The `Private Key` needs to be created manually ![Get Klaviyo public key](/images/integration/klaviyo/klaviyo_config_public.png) ![Get Klaviyo private key](/images/integration/klaviyo/klaviyo_config_private.png) ## Recommended Private Key Permissions For security, we recommend following the principle of least privilege when creating your `Private Key`. If you only want to sync leads to Klaviyo Profiles, it is recommended to grant access only to the **Profile** scope. In most cases, **Profile Full Access** is enough for the sync to work and there is no need to enable unrelated permissions. This helps reduce risk while still allowing the integration to function properly. ## What Happens After Setup Once the Klaviyo integration is configured, HeiChat will automatically sync the leads it collects to Klaviyo **Profiles**. After that, you can use those profiles in Klaviyo for: - Email subscriptions and marketing outreach - Automation flow setup - Customer tagging and segmentation - Follow-up conversion and retention campaigns ## Best Practices - Use a `Private Key` with only the permissions you actually need - After setup, test with a real email address to confirm the data is successfully synced to Klaviyo - If your store collects leads from multiple sources, consider organizing them further in Klaviyo with lists, tags, or flows - Store your API keys securely and never expose the `Private Key` in public environments ## Need Help? If you run into any issues while configuring HeiChat's Klaviyo integration, contact the HeiChat support team at **[heicarbook@gmail.com](mailto:heicarbook@gmail.com)** --- url: /guide/integration/webhook-automation.md --- # Webhook Automation ## Real-Time Event Notifications with Webhooks As a Shopify in-store app, HeiChat sends email notifications for important events, such as new tickets, new orders, or when your tokens are running low. However, emails can sometimes be missed or delayed. To provide a more robust service, we now support webhooks for pushing core events in real-time. You can use your own custom webhooks or connect with services like Zapier to receive these notifications instantly. You can find the configuration settings in the **Integration** section in the left sidebar. ![Webhook Setup](/images/features/webhook/webhook-setup.png) ## Supported Events Currently, you can receive webhook notifications for the following events: - **Auto Ticket Sync**: A new ticket is created by the AI. - **New User Information Sync**: A new user profile is captured. - **Out-of-Stock Alert**: A customer inquires about an out-of-stock product. - **New Order Generated by AI**: The AI successfully leads to a new order. ## Seamless Helpdesk Integration You can complete the webhook setup with simple configurations, requiring no development work. This allows you to integrate HeiChat's events directly into your existing helpdesk ecosystem (like Zendesk, Gorgias, etc.) without leaving your workflow. You can continue to use HeiChat as the primary AI for customer interactions on your Shopify store while managing the outcomes in your central support system. For a detailed configuration guide, please see this video: [https://youtu.be/6g3whjz-dds](https://youtu.be/6g3whjz-dds) If you need support for more events, please email our official support at [heicarbook@gmail.com](mailto:heicarbook@gmail.com). --- url: /guide/integration/whatsapp-integration.md --- # Integration with WhatsApp ## Before Start > ⚠ **IMPORTANT:** HeiChat AI requires WhatsApp Business API integration. Please note: > > - Regular WhatsApp accounts will not work > - Standard WhatsApp Business accounts will not work > - You must have an approved WhatsApp Business API account through Meta Business platform > > **Prerequisites**: > > 1. A verified Meta Business account > 2. Approved WhatsApp Business API access > 3. Completed WhatsApp Business API configuration ## Step 1: Getting Started with WhatsApp Integration 1. Go to shopify and install HeiChat - [https://apps.shopify.com/chatgpt-customer-service-bot](https://apps.shopify.com/chatgpt-customer-service-bot) - Set up your HeiChat by configure ## Step 2: Setting Up Meta (Facebook) Business Account and App 1. Create a Meta (Facebook) Business Account: - Visit [here](https://business.facebook.com/). - Enter your business name, your name, and work email address. Click "Next". - Provide your business details and click "Submit". - Enter your business details and click Submit. ![](/images/features/whatsapp/1.png) 2. Create a new Meta (Facebook) App at [https://developers.facebook.com/](https://developers.facebook.com/). - ["Log in"](https://business.facebook.com/business/loginpage/?next=https%3A%2F%2Fdevelopers.facebook.com%2F\&app=436761779744620\&login_options%5B0%5D=FB\&login_options%5B1%5D=SSO\&is_work_accounts=1) to your Meta (Facebook) Developer Account. ![](/images/features/whatsapp/2.png) - Select ["My Apps"](https://developers.facebook.com/apps/?show_reminder=true). ![](/images/features/whatsapp/3.png) - Click ["Create App"](https://developers.facebook.com/apps/creation/) ![](/images/features/whatsapp/4.png) - Choose User Case: "**Other**" and click "Next". ![](/images/features/whatsapp/5.png) - Choose App Type: "**Business**" and click "Next". ![](/images/features/whatsapp/6.png) - Provide app details: App Name, App Contact Email, Business Account (Optional), and click "Create app". ![](/images/features/whatsapp/7.png) ## Step 3: Setting Up Meta (Facebook) App for WhatsApp Integration 1. Add WhatsApp to your Meta (Facebook) App. - In the ["Developers Dashboard"](https://developers.facebook.com/apps), choose your app. - Locate "**Add products to your app**" in your app's dashboard tab. ![](/images/features/whatsapp/8.png) - Choose "**WhatsApp**" for setup. ![](/images/features/whatsapp/9.png) - Select your Meta (Facebook) Business Account (if not selected in step 2). - Navigate to **App settings** > **Basic** from the sidebar ![](/images/features/whatsapp/10.png) Set the **Privacy Policy URL** to [https://heichat.net/help-center/privacy-policy](https://heichat.net/help-center/privacy-policy) ![](/images/features/whatsapp/11.png) - Save changes. - Set App Mode to **Live.** ![](/images/features/whatsapp/12.png) ## Step 4: Generate WhatsApp Token To obtain a permanent WhatsApp Access Token, follow 1 to 3 steps: 1. Create a "System User": - Visit the [Meta Business Suite](https://business.facebook.com/). - Find your business account in the top-left dropdown menu and click its **Settings (gear)** icon. - Click **Business** Settings. ![](/images/features/whatsapp/13.png) - Go to [Users](https://business.facebook.com/settings/system-users) [>](https://business.facebook.com/settings/system-users) [System users](https://business.facebook.com/settings/system-users). ![](/images/features/whatsapp/14.png) - Add an **Admin** system user. ![](/images/features/whatsapp/15.png) 2. Add Assets. - After creating the system user, click on **Add Assets**. ![](/images/features/whatsapp/16.png) - Navigate to **Apps** > "**Your app name**". - Select your app and grant full control to manage the app. ![](/images/features/whatsapp/17.png) 3. Generate System User Access Tokens. - Click the **Generate New Token** button on the system user. ![](/images/features/whatsapp/18.png) Choose the app that will use the token and set the token expiration to **never**. ![](/images/features/whatsapp/19.png) - Select "**whatsapp\_business\_messaging**" and "**whatsapp\_business\_management**" permissions. ![](/images/features/whatsapp/20.png) - Generate the token. - Copy the access token and store it securely. ![](/images/features/whatsapp/21.png) 4. Add a new Business Number for WhatsApp - You can use your own business number or utilize the provided test number for your WhatsApp chatbot. - In [WhatsApp Developer Dashboard](https://developers.facebook.com/apps/), navigate to WhatsApp > API Setup from the sidebar. ![](/images/features/whatsapp/22.png) - Proceed to "**Step 5: Add a Phone Number**," click **Add phone number**. ![](/images/features/whatsapp/23.png) - Provide details required in the following form. ![](/images/features/whatsapp/24.png) - Verify your number using the received code. - Once successfully added, select your phone number in **Step 1** of **API Setup**. ![](/images/features/whatsapp/25.png) 5. Add a Payment Method - To send messages via WhatsApp, you need a valid payment method. Visit [here](https://developers.facebook.com/docs/whatsapp/pricing/) for details. - After adding your business phone number, click "**Add payment method**" to address the "**Missing valid payment method**" alert. ![](/images/features/whatsapp/26.png) - You'll be directed to your WhatsApp account settings. Click "**Payment Methods**" > "**Add business payment method**" and follow the prompts to add your card info. ![](/images/features/whatsapp/27.png) 6. Test your new Business Number for WhatsApp - Return to WhatsApp Developer Dashboard, navigate to **API Setup** > **Step 1**. - Enter a testing "**To**" number. - Click "**Send message**" to verify successful message delivery. ![](/images/features/whatsapp/28.png) ## Step 5: Configure WhatsApp API Webhook settings 1. Verify WhatsApp Webhook Callback. - In WhatsApp Developer Dashboard, navigate to **Configuration**. - Under **Webhook**, click edit ![](/images/features/whatsapp/29.png) - Copy the **Callback URL** and **Verification Token** from HeiChat WhatsApp Integration page(or HeiChat email) to your WhatsApp Developer Dashboard. ![](/images/features/whatsapp/30.png) - Click **Verify and save** 2. Configure Webhook Subscription Field - Under "**Webhook Fields**," click **Manage**. ![](/images/features/whatsapp/31.png) - Find the "**messages**" field and subscribe to it by checking the box. ![](/images/features/whatsapp/32.png) ## Step 6: Connect your Whatsapp account with HeiChat 1. Retrieve WhatsApp Account Information - Copy the permanent access token generated from **Step 4.3** - Copy your **Phone Number**, Paste them to HeiChat backend and save ![](/images/features/whatsapp/whatsapp-in-heichat.png) ## **If you have any problems feel free to contact HeiChat's email([heicarbook@gmail.com](mailto:heicarbook@gmail.com))** --- url: /guide/introduction/introduction-to-heichat.md --- # Introduction to HeiChat HeiChat-ChatGPT Sales Chatbot is a sales chatbot designed specifically for Shopify independent stores, based on ChatGPT (GPT-4、GPT-5) AI models. It was launched on April 26, 2023, and is compatible with Shopify's latest themes and checkout systems. ## Main Features HeiChat's main features include: - Powerful pre-sales chatbot - Answer customer inquiries - Encourage direct orders - Help track orders (correctly answering "where is my order") - Provide 24/7 online support ## Usage Statistics - Installed by over 2400 merchants - Excellent rating with an average score of 4.9 (based on 67 reviews) ## Technical Features - Support for 90+ languages without configuration - Direct replacement for human customer service - Answer questions about discounts - Explain store policies - Clarify shipping policies and more - Can be specifically trained for Shopify independent stores through: - Knowledge base customization - Response correction system --- url: /guide/introduction/price.md --- # Heichat Pricing Heichat offers flexible plans for merchants at different stages of growth, from initial evaluation to enterprise-scale deployment. All plans include a 3-day free trial. If you need a longer evaluation period or additional assistance, please contact [heicarbook@gmail.com](mailto:heicarbook@gmail.com). ## Pricing at a Glance | Plan | Price | | -------------------- | ----------- | | Free | $0/month | | Pro | $29.9/month | | Pro Plus | $69.9/month | | Pro Plus + | $129/month | | Pro Max | $299/month | | Enterprise Solutions | Custom | ## Plan Overview ### Free - $0/month - 100 products - 20 knowledge base entries - 800,000 total tokens - 24/7 multilingual support in 100+ languages ### Pro - $29.9/month - 500 products - 100 knowledge base entries - 10M monthly tokens - 250+ AI replies per month - Real-time product tracking and mobile app access ### Pro Plus - $69.9/month - 3,000 products - 1,000 knowledge base entries - 50M monthly tokens - 1,250+ AI replies per month - Advanced sales, automation, widgets, and integrations ### Pro Plus + - $129/month - 6,000 products - 1,500 knowledge base entries - 100M monthly tokens - 2,500+ AI replies per month - Higher limits for security, AI ticketing, lead capture, and search ### Pro Max - $299/month - 20,000 products - 3,000 knowledge base entries - 400M monthly tokens - 10,000+ AI replies per month - Custom OpenAI API key support and the highest standard limits ### Enterprise Solutions - Custom pricing - Tailored deployment and integrations - Dedicated technical support - Flexible capacity based on business requirements ## Plan Comparison :::details View detailed plan comparison ### Core Capacity | Feature | Free | Pro | Pro Plus | Pro Plus + | Pro Max | Enterprise Solutions | | ------------------------ | ------------- | ----------- | ----------- | ------------ | ------------ | -------------------- | | Monthly price | $0 | $29.9 | $69.9 | $129 | $299 | Custom | | AI models | All models | All models | All models | All models | All models | Custom | | Products AI can learn | 100 | 500 | 3,000 | 6,000 | 20,000 | Custom | | Knowledge base entries | 20 | 100 | 1,000 | 1,500 | 3,000 | Custom | | Tokens | 800,000 total | 10M / month | 50M / month | 100M / month | 400M / month | Custom | | AI replies per month | - | 250+ | 1,250+ | 2,500+ | 10,000+ | Custom | | Authorized mobile phones | - | 1 | 3 | 5 | 10 | Custom | | Support level | Basic | Standard | Priority | VIP | VIP | Dedicated | ### Standard Features | Feature | Free | Pro | Pro Plus | Pro Plus + | Pro Max | Enterprise Solutions | | ---------------------------------- | ---- | --- | -------- | ---------- | ------- | -------------------- | | Customizable widget appearance | Yes | Yes | Yes | Yes | Yes | Custom | | AI conversation intent recognition | Yes | Yes | Yes | Yes | Yes | Custom | | AI sales attribution analytics | Yes | Yes | Yes | Yes | Yes | Custom | | AI response correction | Yes | Yes | Yes | Yes | Yes | Custom | | Knowledge gap detection | Yes | Yes | Yes | Yes | Yes | Custom | | Real-time product tracking | - | Yes | Yes | Yes | Yes | Custom | | Content auto-localization | - | Yes | Yes | Yes | Yes | Custom | | Mobile app access | - | Yes | Yes | Yes | Yes | Custom | | AI translation | - | Yes | Yes | Yes | Yes | Custom | ### Advanced Features | Feature | Free | Pro | Pro Plus | Pro Plus + | Pro Max | Enterprise Solutions | | --------------------------------------- | ---- | --- | -------------------------------------------- | -------------------------------------------- | --------------------------------------------- | -------------------- | | Cloudflare Security Check | - | - | 2,000 / month | 5,000 / month | 20,000 / month | Custom | | AI Auto-Ban for malicious users | - | - | 500 / month | 1,500 / month | 5,000 / month | Custom | | AI Ticket System | - | - | 150 / month | 300 / month | 1,000 / month | Custom | | Out of Stock Alert Leads Collection | - | - | 200 / month | 500 / month | 2,000 / month | Custom | | RTL layout support | - | - | Yes | Yes | Yes | Custom | | Webhook integration | - | - | Yes | Yes | Yes | Custom | | Email integration | - | - | Yes | Yes | Yes | Custom | | Klaviyo integration | - | - | Yes | Yes | Yes | Custom | | Spin to Win widget | - | - | Yes | Yes | Yes | Custom | | Feedback widget | - | - | Yes | Yes | Yes | Custom | | Abandoned Cart popup | - | - | Yes | Yes | Yes | Custom | | Widget visibility configuration | - | - | Yes | Yes | Yes | Custom | | Custom conversation event tags | - | - | Yes | Yes | Yes | Custom | | Custom best-seller products | - | - | Yes | Yes | Yes | Custom | | AI cross-selling features | - | - | Yes | Yes | Yes | Custom | | Custom order metafields | - | - | Yes | Yes | Yes | Custom | | Sales Activity Popup | - | - | Yes | Yes | Yes | Custom | | Video pop-up sales | - | - | Yes | Yes | Yes | Custom | | Multi-currency product recommendations | - | - | Yes | Yes | Yes | Custom | | Shoppable product cards | - | - | Yes | Yes | Yes | Custom | | Custom AI recommendation strategy | - | - | Yes | Yes | Yes | Custom | | Custom product recommendation workflows | - | - | Yes | Yes | Yes | Custom | | Drawer Cart widget | - | - | Yes | Yes | Yes | Custom | | Free shipping reminder | - | - | Yes | Yes | Yes | Custom | | Shipping protection | - | - | Yes | Yes | Yes | Custom | | Order Tracking widget | - | - | Yes | Yes | Yes | Custom | | Product Search widget | - | - | Unlimited keywords + 1,500 semantic searches | Unlimited keywords + 3,000 semantic searches | Unlimited keywords + 10,000 semantic searches | Custom | | Help Desk widget | - | - | Yes | Yes | Yes | Custom | | Remove "Powered By" | - | - | Yes | Yes | Yes | Custom | | Switch to live chat | - | - | Yes | Yes | Yes | Custom | | WhatsApp integration | - | - | Yes | Yes | Yes | Custom | | Messenger integration | - | - | Yes | Yes | Yes | Custom | | Early feature access | - | - | Yes | Yes | Yes | Custom | | Custom OpenAI API key | - | - | - | - | Yes | Custom | ::: --- url: /guide/policies/data-processing-addendum.md --- # HeiChat Data Processing Addendum Last updated: 2026-08-17 Effective date: 2025-12-29 This Data Processing Addendum ("DPA") applies where HeiChat processes personal data on behalf of a Shopify merchant in connection with the merchant's use of HeiChat. ## 1. Parties Merchant / Controller: the Shopify merchant that installs, accesses, or uses HeiChat. Processor: GenCybers INC, registered at 1942 Broadway St. STE 314C, Boulder, Colorado, United States ("HeiChat", "we", "us"). HeiChat may also appear to merchants under the name Heicarbook in customer-facing or historical product materials. Heicarbook is used as a customer-facing name associated with GenCybers INC and does not identify a separate processor for purposes of this DPA. Company registration number: available upon request, if required for contracting or vendor verification. ## 2. Relationship to the service agreement HeiChat is provided through a self-service Shopify app subscription. This DPA forms part of the agreement governing the merchant's use of HeiChat where HeiChat processes personal data on behalf of the merchant. This DPA is incorporated into HeiChat's [Terms of Service](/guide/policies/terms-of-service.md) for merchants using HeiChat. HeiChat's [Privacy Policy](/guide/policies/privacy-policy.md) describes additional privacy practices that may apply to merchant account data and other personal data. ## 3. Roles The merchant acts as controller for personal data of its store visitors, customers, and end users. HeiChat acts as processor when it processes such personal data solely to provide the HeiChat customer support assistant, AI response generation, chat history, merchant configuration, and related support services. HeiChat may act as an independent controller for limited business account data relating to the merchant's own staff or billing/contact records, as described in HeiChat's Privacy Policy. ## 4. Subject matter and duration The subject matter is HeiChat's processing of personal data for the provision, maintenance, support, and security of the HeiChat Shopify app. The duration is the period during which the merchant uses HeiChat, plus any retention period described in HeiChat's [Data Retention and Deletion Policy](/guide/policies/data-protection-ai-security.md#data-retention-and-deletion-policy), unless deletion is requested earlier and deletion is legally and technically possible. ## 5. Nature and purpose of processing HeiChat processes personal data to: - provide AI-assisted customer support chat functionality; - retrieve and use relevant Shopify store, product, order, and customer context where authorised by the merchant; - generate AI responses to customer questions; - maintain chat sessions and conversation history; - provide merchant configuration, knowledge base, and support features; - monitor service reliability, security, abuse prevention, and debugging; - comply with Shopify mandatory privacy webhooks and applicable legal obligations. HeiChat will not process merchant customer personal data for unrelated advertising, profiling, sale of data, or training of general-purpose AI models unless this is expressly described in the applicable documentation and lawful under applicable data protection law. ## 6. Categories of personal data Depending on the merchant's configuration and customer interaction, HeiChat may process: - chat messages and conversation metadata; - customer name, email address, phone number, Shopify customer ID, or other identifiers if provided in the chat or returned by authorised Shopify APIs; - order identifiers, order status, fulfilment/shipping information, product information, and other order-related support context; - IP address, browser/device information, URL/page context, and approximate location derived from network metadata, if collected by the service or infrastructure; - merchant-provided knowledge base content, shop content, files, instructions, and configuration; - technical logs and security events. ## 7. Categories of data subjects - Shopify store visitors and customers. - Merchant staff and authorised users. - Individuals whose personal data appears in merchant-provided content or customer support conversations. ## 8. Merchant instructions HeiChat will process personal data only on documented instructions from the merchant, including this DPA, HeiChat's Terms of Service, merchant configuration in HeiChat, authorised Shopify API scopes, and written support instructions, unless required by applicable law. If HeiChat believes an instruction violates applicable data protection law, HeiChat will inform the merchant unless prohibited by law. ## 9. Confidentiality HeiChat will ensure that persons authorised to process personal data are subject to appropriate confidentiality obligations. ## 10. Security HeiChat will implement appropriate technical and organisational measures as described in the [Technical and Organisational Measures](/guide/policies/data-protection-ai-security.md#technical-and-organisational-measures) section. ## 11. Subprocessors The merchant provides general written authorisation for HeiChat to use subprocessors to provide the service. HeiChat will maintain a current list of subprocessors and will impose data protection obligations on subprocessors that are appropriate for the nature of the processing. HeiChat will provide notice of material changes to subprocessors by updating the relevant public documentation and/or through other reasonable notice mechanisms. ## 12. International transfers Personal data may be processed in the United States and other countries where HeiChat or its subprocessors operate. For transfers from the EEA, UK, or Switzerland to countries without an applicable adequacy decision, HeiChat relies on appropriate safeguards as described in the [International Data Transfers](/guide/policies/data-protection-ai-security.md#international-data-transfers) section, including the European Commission's Standard Contractual Clauses where applicable. ## 13. Data subject requests Taking into account the nature of the processing, HeiChat will reasonably assist merchants in responding to data subject access, deletion, correction, and objection requests. For Shopify mandatory privacy webhooks, HeiChat will process `customers/data_request`, `customers/redact`, and `shop/redact` requests according to HeiChat's Data Retention and Deletion Policy. ## 14. Deletion or return At the end of the provision of services, HeiChat will delete or return personal data in accordance with the merchant's instructions and HeiChat's Data Retention and Deletion Policy, unless retention is required by law. ## 15. Assistance and audits HeiChat will make available information reasonably necessary to demonstrate compliance with this DPA. Any audit request must be reasonable, proportionate, limited to information relevant to HeiChat's processing, and subject to confidentiality and security requirements. ## 16. Breach notification HeiChat will notify the merchant without undue delay after becoming aware of a personal data breach affecting personal data processed on behalf of the merchant. Notification may be provided through the merchant's account contact information, email, in-app notice, or another reasonable communication channel. ## 17. Contact Privacy contact: [heicarbook@gmail.com](mailto:heicarbook@gmail.com). --- url: /guide/policies/data-protection-ai-security.md --- # HeiChat Data Protection, AI, and Security Policy Last updated: 2026-08-17 Effective date: 2025-12-29 This policy describes HeiChat's data retention and deletion practices, AI data use and model training position, international data transfer safeguards, technical and organisational measures, and source references for GDPR-related documentation. ## Data Retention and Deletion Policy This section describes how HeiChat retains and deletes merchant and customer data processed through the HeiChat Shopify app. For data marked as retained during the active subscription, HeiChat retains the data for the duration of the merchant's active subscription unless it is deleted earlier through a Shopify privacy webhook, direct merchant deletion request, or other applicable deletion process. ### Retention during an active subscription | Data category | Retention during active subscription | Notes | | ------------------------------------------------------- | -------------------------------------------------------------: | ------------------------------------------------------------------------------------------------------------------------------------------ | | Customer chat histories | For the duration of the active subscription | Used to provide chat continuity, merchant review, and support history. | | AI prompts/responses stored by HeiChat | For the duration of the active subscription | Full AI request/response content may be stored by HeiChat to provide chat history, debugging, and merchant review features. | | OpenRouter prompt/response logging | According to HeiChat's OpenRouter account and routing settings | OpenRouter prompt/response retention depends on enabled privacy and logging controls. | | Customer identifiers | For the duration of the active subscription | Includes Shopify customer ID, email, name, phone where processed. | | Order-related information accessed or cached by HeiChat | For the duration of the active subscription | Used for customer support, order lookup, and order attribution. | | IP address and device/browser data | For the duration of the active subscription | Includes attribution/session data, pixel data, app/server metadata, and related records where stored outside short-lived operational logs. | | Merchant configuration and app settings | Until deletion/uninstall plus post-uninstall period below | Includes AI settings, widget configuration, automations, and integrations. | | Uploaded knowledge base material | For the duration of the active subscription | Includes merchant files, FAQs, product/support content. Cleared after uninstall as described below. | | System logs, error logs, and audit logs | 7 days | HeiChat avoids storing chat/customer content in logs where possible. | | Analytics and usage metrics | For the duration of the active subscription | Includes merchant-facing usage metrics and sales/order attribution metrics. | | Backups | Daily snapshots retained for 30 days | Backups are stored in AWS and used for disaster recovery and business continuity. | ### Retention after uninstall To support reinstallation and service continuity, HeiChat may retain the merchant's basic configuration and customer chat records for up to 12 months after the merchant uninstalls the app. After uninstall, data other than the merchant's basic configuration and customer chat records is deleted or anonymised in accordance with Shopify privacy webhook requirements and applicable Shopify requirements. This includes order data/cache, customer identifiers, IP/device/browser attribution data, analytics metrics, AI request/response records, product data, and knowledge base data, unless retention is legally required. If the merchant does not reinstall HeiChat within 12 months, HeiChat deletes or anonymises retained data unless retention is required by law. Deleted data may remain in AWS backup snapshots until the applicable 30-day snapshot retention cycle expires. ### Shopify mandatory privacy webhooks HeiChat processes Shopify mandatory privacy webhook requests: - `customers/data_request` - `customers/redact` - `shop/redact` HeiChat's standard process for Shopify mandatory privacy webhooks is: 1. Receive the webhook as a `POST` request with a JSON body. 2. Verify that the webhook was sent by Shopify, including verification of the Shopify HMAC signature. 3. Return `401 Unauthorized` for invalid signatures. 4. For valid webhooks, record the request, enqueue the privacy task, and return a success response promptly after the request has been accepted for processing. 5. Identify applicable records by `shop_id`, `shop_domain`, customer ID, email, phone, and listed order IDs where provided in the webhook payload. 6. Delete, anonymise, export, or report applicable records according to the webhook topic. 7. Keep an internal audit record of the webhook receipt and completion status. For `customers/data_request`, HeiChat identifies personal data associated with the customer and provides the relevant export or response to the merchant or through the applicable Shopify privacy request process. For `customers/redact`, HeiChat deletes or anonymises personal data associated with the customer identifiers and the `orders_to_redact` values provided in the webhook payload, unless retention is legally required. For `shop/redact`, HeiChat deletes or anonymises data associated with the shop after Shopify sends the webhook following app uninstall, unless retention is legally required or covered by the limited post-uninstall retention period for merchant basic configuration and customer chat records described above. HeiChat's operational target is to complete valid Shopify privacy webhook requests within 48 hours after receipt. If a request requires backup expiry, complex manual review, or legal retention assessment, HeiChat aims to complete the request within 30 days unless a longer period is permitted or required by applicable law. ### Direct merchant deletion requests Merchants may request deletion by contacting [heicarbook@gmail.com](mailto:heicarbook@gmail.com). HeiChat will verify the request and delete or anonymise applicable merchant and customer data within a reasonable period, unless retention is required by law. HeiChat generally aims to complete verified deletion requests within 30 days where technically and legally possible. ### Backup deletion Deleted data may remain in encrypted backups until those backups expire under HeiChat's backup retention cycle. HeiChat stores backups in AWS. HeiChat creates daily snapshots and retains backup snapshots for 30 days. Backups are used for disaster recovery and business continuity purposes. ## AI Data Use and Model Training Statement HeiChat uses AI service providers to generate customer support responses for Shopify merchants. ### AI routing and model providers HeiChat uses OpenRouter as an AI routing provider. OpenRouter routes AI requests to the model provider selected or enabled for the merchant's configuration. Where a merchant configures HeiChat to use Claude Sonnet 4.5, the relevant model provider is Anthropic. HeiChat may support fallback routing and merchant-selected model providers. Fallback or merchant-selected providers may include Google Vertex, Amazon Bedrock, Azure, OpenAI, Google, Meta, Mistral, Anthropic, and other providers made available through HeiChat or OpenRouter. The exact model provider depends on the merchant's selected configuration, provider availability, and any enabled fallback routing. ### Data sent to AI providers To generate a response, HeiChat may send the following data to OpenRouter and the selected model provider: - the customer's chat message; - relevant prior chat context; - relevant merchant instructions and knowledge base material; - relevant product, order, shipping, return, or customer context where authorised by the merchant and needed to answer the question; - technical request metadata required to operate the AI service. HeiChat applies data minimisation and aims to send only the context needed to generate the requested support response. ### General model training HeiChat does not use merchant customer chat messages, order information, customer data, shop content, uploaded knowledge base material, or other merchant data to train or fine-tune general-purpose AI models. HeiChat does not sell merchant or customer data to AI model providers. HeiChat configures available AI routing and privacy controls so that model providers are not permitted to use inputs or outputs for model training where such controls are available. HeiChat may review operational metadata, service performance, product usage, or merchant feedback to maintain, debug, secure, and improve HeiChat. Where HeiChat uses data for product improvement, it applies access controls and data minimisation and does not use merchant customer personal data to train general-purpose AI models. ### OpenRouter handling OpenRouter acts as an AI routing provider for HeiChat. Based on OpenRouter's published privacy documentation, prompt and response retention by OpenRouter is controlled by account and routing settings, and OpenRouter may retain technical metadata such as token counts, latency, routing, and billing-related information. HeiChat's published position is that available OpenRouter routing and privacy controls are configured so that model providers are not permitted to use inputs or outputs for model training. ### Anthropic handling For Claude Sonnet 4.5 and other AI models provided by Anthropic , customer conversations may be processed by Anthropic to generate model responses. Anthropic's published commercial offering documentation states that Anthropic does not use chats or sessions from commercial offerings such as the Anthropic API to train its models unless the customer chooses to participate in a relevant opt-in program or explicitly submits feedback for training. ### Merchant configuration Merchants can choose supported model providers through HeiChat configuration where the feature is available. Available providers may change over time based on HeiChat's supported model list, OpenRouter availability, provider availability, and service requirements. Merchants that need stricter AI routing or data-handling controls should review their HeiChat AI configuration and contact HeiChat before enabling provider options that may affect data location or provider handling. ## International Data Transfers HeiChat may process and store personal data in the United States and other countries where HeiChat or its subprocessors operate. HeiChat's main application infrastructure, database, and data management are hosted on Amazon Web Services (AWS) in the United States, primarily in the AWS `us-east-2` region. HeiChat also uses Cloudflare and AWS CDN/DNS services, which may process request metadata through global edge locations. AI requests may be routed through OpenRouter and, where Claude Sonnet 4.5 is selected, processed by Anthropic. Fallback or merchant-selected AI providers may include Google Vertex, Amazon Bedrock, Azure, and other supported providers selected by the merchant. Merchant email communications may be processed through Google Gmail / Google Workspace, and Shopify Billing and platform data are processed through Shopify. ### Transfer mechanisms For transfers from the EEA to the United States or other third countries, HeiChat relies on appropriate safeguards under GDPR Chapter V. Depending on the recipient, these safeguards may include the EU-U.S. Data Privacy Framework for certified U.S. recipients and/or the European Commission's Standard Contractual Clauses. Where SCCs are used, Module 2 generally applies to transfers from the merchant as controller to HeiChat as processor, and Module 3 generally applies to onward transfers from HeiChat to subprocessors. HeiChat also relies on vendor data processing agreements, onward transfer restrictions, and supplementary technical and organisational safeguards where applicable. ### Standard Contractual Clauses Where the European Commission's Standard Contractual Clauses are used, Module 2 generally applies to transfers from the merchant as controller to HeiChat as processor, and Module 3 generally applies to onward transfers from HeiChat as processor to its subprocessors. ### Supplementary safeguards HeiChat applies supplementary safeguards designed to protect personal data during international transfers, including: - encryption in transit using HTTPS/TLS; - database encryption at rest; - access controls and least-privilege access; - MFA for administrative access; - production access logging; - data minimisation, including sending only the context needed to provide support responses; - limited retention and deletion processes; - subprocessor contractual restrictions; - Shopify mandatory privacy webhook handling; - configuration controls for AI routing and model-provider data handling. HeiChat also maintains backups and recovery testing, vulnerability remediation, and incident response processes. ### United States processing HeiChat may transfer, store, or process personal data internationally, including in the United States. HeiChat uses appropriate transfer mechanisms and safeguards for such processing where required by applicable data protection law. ## Technical and Organisational Measures HeiChat implements technical and organisational measures designed to protect personal data processed through the HeiChat Shopify app. ### Security governance - Defined owner for privacy and security requests: [heicarbook@gmail.com](mailto:heicarbook@gmail.com). - Internal access to production systems limited to authorised personnel. - Confidentiality obligations for personnel with access to production data. - Vendor/subprocessor review before onboarding providers that process personal data. ### Access control - Role-based or least-privilege access for administrative systems. - Separate production access from ordinary user access where feasible. - Multi-factor authentication is enabled for administrative access. - Employee and administrator permissions are limited according to least-privilege principles. - Production access logs are maintained. - Accounts with production or administrative access are reviewed periodically. ### Encryption and transport security - HTTPS/TLS is enforced for production traffic between browsers, HeiChat, Shopify, and API providers. - Databases are encrypted at rest. - Object storage and backups are encrypted at rest where supported by AWS. - Secrets and API keys are stored in HeiChat's database or configuration storage with restricted administrative access. ### Data minimisation - HeiChat sends only the context reasonably needed to provide customer support responses. - AI prompts should exclude unnecessary personal data where feasible. - Logs should avoid storing full chat/customer content unless necessary for service operation or debugging. ### System security - Production systems are hosted on Amazon Web Services (AWS), primarily in the `us-east-2` region. - Cloudflare and AWS are used for CDN, DNS, and network services. - Security patches are applied through HeiChat's vulnerability remediation process. - Network access is restricted through provider-level controls where applicable. - AWS-provided error alarms, production access logs, and application logging are used to identify service reliability and security issues. ### Availability and resilience - Backups are maintained for critical service data. - Backups are stored in AWS as daily snapshots retained for 30 days. - Backup and recovery testing is performed. ### Incident response - HeiChat investigates suspected security incidents affecting personal data. - HeiChat notifies affected merchants without undue delay after becoming aware of a personal data breach involving merchant customer data. - HeiChat maintains an incident response process. - Incident records are maintained internally. ### Deletion and retention controls - HeiChat supports Shopify mandatory privacy webhooks. - Merchant deletion requests can be sent to [heicarbook@gmail.com](mailto:heicarbook@gmail.com). - Data deletion is performed according to the Data Retention and Deletion Policy section above. ### Testing and review - Security controls are reviewed periodically. - Vulnerabilities are tracked and remediated according to severity through HeiChat's vulnerability remediation process. - HeiChat does not currently provide SOC 2, ISO 27001, penetration test, or other third-party security audit reports. ## Source References Prepared date: 2026-08-13 This section identifies regulatory and vendor materials used to structure HeiChat's GDPR-related policy documentation. It is provided for transparency and does not modify HeiChat's Terms of Service, Privacy Policy, or Data Processing Addendum. ### GDPR - GDPR Article 28: processor requirements and processing by contract or other legal act. - GDPR Article 32: security of processing. - GDPR Article 44: general principle for international transfers. ### European Commission - EU-U.S. Data Privacy Framework and EU-U.S. data transfers. - European Commission Standard Contractual Clauses Q\&A, including the modular structure. ### OpenRouter - OpenRouter data collection documentation. - OpenRouter provider routing and provider data collection controls. - OpenRouter provider logging documentation. - OpenRouter input and output logging documentation. ### Anthropic - Anthropic Privacy Center materials regarding the use of personal data in model training. ### Shopify - Shopify privacy law webhooks and mandatory privacy webhooks documentation. - Shopify GDPR mandatory webhooks changelog and handling expectations. - Shopify Web Pixels API and customer privacy documentation. --- url: /guide/policies/privacy-policy.md --- # Privacy Policy Last updated: 2026-08-17 Effective date: 2025-12-29 ## Introduction HeiChat is provided by GenCybers INC, registered at 1942 Broadway St. STE 314C, Boulder, Colorado, United States ("HeiChat", "we", "us"). HeiChat may also appear under the name Heicarbook in customer-facing or historical product materials. Heicarbook is a customer-facing name associated with GenCybers INC and does not identify a separate data controller or processor. This Privacy Policy explains how HeiChat collects, uses, stores, shares, and protects personal data when Shopify merchants install or use HeiChat and when store visitors or customers interact with HeiChat-powered support features. Where HeiChat processes personal data on behalf of a Shopify merchant, the merchant is generally the controller and HeiChat acts as processor as described in our [Data Processing Addendum](/guide/policies/data-processing-addendum.md). For limited business account, billing, support, security, and service administration data, HeiChat may act as an independent controller. Privacy and GDPR contact: [heicarbook@gmail.com](mailto:heicarbook@gmail.com). ## 1. Information We Collect Depending on merchant configuration and customer interaction, HeiChat may collect and process the following categories of information. ### Merchant and account data - merchant account and contact information; - Shopify shop domain, shop identifiers, app installation status, billing/subscription status, and authorised Shopify API scopes; - HeiChat app settings, AI settings, widget configuration, automations, integrations, and support preferences; - merchant support communications and privacy/security request records. ### Customer support and Shopify context - customer chat messages and conversation metadata; - customer name, email address, phone number, Shopify customer ID, or other identifiers if provided in chat or returned by authorised Shopify APIs; - order identifiers, order status, fulfilment/shipping information, return information, product information, and other order-related support context where authorised by the merchant and needed to answer customer questions; - merchant-provided shop content, product content, instructions, uploaded knowledge base files, FAQs, and support materials. ### Technical, analytics, and security data - IP address, browser/device information, URL/page context, approximate location derived from network metadata, session identifiers, and attribution data where collected by the service or infrastructure; - HeiChat pixel and interaction events used for merchant-facing analytics, order attribution, and sales performance measurement; - AI request/response metadata, token counts, latency, provider routing metadata, and related operational metadata; - system logs, error logs, audit logs, security events, and abuse-prevention data. ## 2. How We Use Information HeiChat uses information to: - provide and operate the HeiChat customer support assistant; - respond to customer questions using merchant-authorised context; - generate AI-assisted support responses; - maintain chat sessions, conversation history, merchant configuration, and knowledge base features; - retrieve relevant Shopify product, order, shipping, return, and customer context where authorised by the merchant; - measure order attribution and sales performance attributable to HeiChat interactions, subject to applicable consent requirements; - provide merchant-facing analytics and usage metrics; - maintain service reliability, debug issues, prevent abuse, and protect service security; - provide merchant support, account administration, billing support, and service notices; - comply with Shopify mandatory privacy webhooks and applicable legal obligations. HeiChat does not process merchant customer personal data for unrelated advertising, third-party retargeting, sale of data, or third-party marketing profiling unless this is expressly described in applicable documentation and lawful under applicable data protection law. ## 3. HeiChat Pixel, Analytics, and Consent HeiChat may use a storefront pixel or similar event collection technology to support chat functionality, session continuity, order attribution, and merchant-facing performance measurement. Pixel and interaction data may include page context, session identifiers, device/browser data, IP-derived metadata, chat interaction events, attribution events, and order attribution signals where available. HeiChat uses this data to measure the impact of HeiChat interactions on support and sales performance for the merchant. HeiChat does not use this data for third-party advertising, third-party retargeting, or sale of personal data. For regions where consent is required for analytics, attribution, cookies, pixels, local storage, or similar technologies, merchants are responsible for configuring their Shopify privacy settings, consent banner, customer privacy notices, and any required consent mechanisms. HeiChat is designed to work with applicable Shopify privacy and consent signals where supported, but merchants remain responsible for ensuring their storefront implementation complies with laws that apply to their store and customers. ## 4. AI Data Use and Model Training HeiChat uses AI service providers to generate customer support responses for Shopify merchants. To generate a response, HeiChat may send the customer's message, relevant prior chat context, merchant instructions, knowledge base material, and relevant product, order, shipping, return, or customer context to OpenRouter and the selected model provider where authorised by the merchant and needed to answer the question. HeiChat does not use merchant customer chat messages, order information, customer data, shop content, uploaded knowledge base material, or other merchant data to train or fine-tune general-purpose AI models. HeiChat does not sell merchant or customer data to AI model providers. HeiChat configures available AI routing and privacy controls so that model providers are not permitted to use inputs or outputs for model training where such controls are available. Additional details are provided in the [AI Data Use and Model Training Statement](/guide/policies/data-protection-ai-security.md#ai-data-use-and-model-training-statement). ## 5. Information Sharing and Subprocessors HeiChat uses subprocessors and service providers to provide, secure, monitor, support, and improve the service. These may include hosting and infrastructure providers, CDN/DNS providers, AI routing and model providers, Shopify platform and billing services, communication providers, monitoring providers, and support tools. These providers process information only as needed to provide their services to HeiChat or to the merchant, subject to appropriate contractual, security, and data protection obligations where applicable. HeiChat may share information: - with Shopify where required to operate the app, use authorised APIs, process app billing, or comply with Shopify platform requirements; - with AI routing and model providers where needed to generate support responses; - with infrastructure, monitoring, communication, and support providers used to operate HeiChat; - with a successor entity in connection with a merger, acquisition, financing, reorganisation, or sale of assets, subject to continued protection of personal data; - where required by law, legal process, court order, regulatory request, or to protect rights, safety, security, and service integrity. HeiChat does not sell merchant or customer personal data. ## 6. Data Retention and Deletion HeiChat retains personal data only for as long as reasonably needed to provide the service, comply with legal obligations, resolve disputes, maintain security, and support applicable deletion processes. For data retained during an active subscription, HeiChat generally retains the data for the duration of the merchant's active subscription unless it is deleted earlier through a Shopify privacy webhook, direct merchant deletion request, or other applicable deletion process. | Data category | Standard retention | | ------------------------------------------------------- | ----------------------------------------------------------------: | | Customer chat histories | For the duration of the active subscription | | AI prompts/responses stored by HeiChat | For the duration of the active subscription | | Customer identifiers | For the duration of the active subscription | | Order-related information accessed or cached by HeiChat | For the duration of the active subscription | | IP address and device/browser attribution data | For the duration of the active subscription | | Merchant configuration and app settings | Until deletion/uninstall plus applicable post-uninstall retention | | Uploaded knowledge base material | For the duration of the active subscription | | System logs, error logs, and audit logs | 7 days | | Analytics and usage metrics | For the duration of the active subscription | | Backups | Daily snapshots retained for 30 days | To support reinstallation and service continuity, HeiChat may retain the merchant's basic configuration and customer chat records for up to 12 months after the merchant uninstalls the app. After uninstall, data other than the merchant's basic configuration and customer chat records is deleted or anonymised in accordance with Shopify privacy webhook requirements and applicable Shopify requirements. This includes order data/cache, customer identifiers, IP/device/browser attribution data, analytics metrics, AI request/response records, product data, and knowledge base data, unless retention is legally required. Deleted data may remain in AWS backup snapshots until the applicable 30-day snapshot retention cycle expires. Additional details are provided in the [Data Retention and Deletion Policy](/guide/policies/data-protection-ai-security.md#data-retention-and-deletion-policy). ## 7. Shopify Privacy Webhooks and Deletion Requests HeiChat processes Shopify mandatory privacy webhook requests, including: - `customers/data_request` - `customers/redact` - `shop/redact` HeiChat verifies Shopify webhook signatures, identifies applicable records, and deletes, anonymises, exports, or reports applicable data according to the webhook topic. HeiChat's operational target is to complete valid Shopify privacy webhook requests within 48 hours after receipt. If a request requires backup expiry, complex manual review, or legal retention assessment, HeiChat aims to complete the request within 30 days unless a longer period is permitted or required by applicable law. Merchants may also request deletion by contacting [heicarbook@gmail.com](mailto:heicarbook@gmail.com). HeiChat will verify the request and delete or anonymise applicable merchant and customer data within a reasonable period, unless retention is required by law. ## 8. International Data Transfers Personal data may be processed and stored in the United States and other countries where HeiChat or its subprocessors operate. HeiChat's main application infrastructure, database, and data management are hosted on Amazon Web Services (AWS) in the United States, primarily in the AWS `us-east-2` region. HeiChat also uses Cloudflare and AWS CDN/DNS services, which may process request metadata through global edge locations. AI requests may be routed through OpenRouter and selected model providers. For transfers from the EEA, UK, Switzerland, or other regions to countries without an applicable adequacy decision, HeiChat relies on appropriate safeguards such as Standard Contractual Clauses and, where applicable, the EU-U.S. Data Privacy Framework for certified U.S. recipients. Additional details are provided in the [International Data Transfers](/guide/policies/data-protection-ai-security.md#international-data-transfers) section. ## 9. Information Security HeiChat implements technical and organisational measures designed to protect personal data processed through the HeiChat Shopify app. These measures include HTTPS/TLS for production traffic, database encryption at rest, encrypted backups where supported by AWS, access controls, least-privilege administrative access, multi-factor authentication for administrative access, production access logging, backup and recovery practices, incident response processes, vulnerability remediation, and data minimisation. No internet-based service can guarantee absolute security. Merchants and users should also maintain appropriate security controls for their own accounts, devices, Shopify stores, and access credentials. Additional details are provided in the [Technical and Organisational Measures](/guide/policies/data-protection-ai-security.md#technical-and-organisational-measures) section. ## 10. Your Rights Depending on your location and applicable law, you may have rights to access, correct, delete, restrict, object to, or receive a copy of personal data about you. If you are a customer or visitor of a Shopify merchant using HeiChat, please contact the merchant first because the merchant is generally the controller of your customer data. HeiChat will reasonably assist merchants in responding to data subject requests. If your request concerns HeiChat account, support, billing, or service administration data controlled by HeiChat, you may contact [heicarbook@gmail.com](mailto:heicarbook@gmail.com). ## 11. Children's Privacy HeiChat is intended for use by Shopify merchants and their storefronts. HeiChat is not directed to children under 13, and we do not knowingly collect personal data directly from children under 13. If you believe a child has provided personal data to HeiChat, contact [heicarbook@gmail.com](mailto:heicarbook@gmail.com). ## 12. Changes to This Policy We may update this Privacy Policy from time to time. When we make material changes, we will update the "Last updated" date and may provide notice through reasonable channels such as documentation updates, app notices, or merchant account contact information. Continued use of HeiChat after an updated Privacy Policy becomes effective means the service will be handled according to the updated Privacy Policy. ## 13. Contact Privacy and GDPR contact: [heicarbook@gmail.com](mailto:heicarbook@gmail.com). --- url: /guide/policies/terms-of-service.md --- # Terms of Service Effective Date: 2025/12/29 ## 1. Acceptance of Terms By installing, accessing, or using the HeiChat application ("Service", "App") available on the Shopify App Store, you ("User", "Merchant") agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not install or use the App. ## 2. Description of Service HeiChat is an advanced AI-powered customer service automation tool designed for Shopify merchants. The Service integrates multiple Large Language Models (LLMs)—including but not limited to OpenAI (GPT series), Google (Gemini), Anthropic (Claude), and xAI (Grok)—to answer customer inquiries, recommend products, and provide order status updates based on the data provided by the Merchant. ## 3. AI Output and Accuracy Disclaimer **Nature of AI:** You acknowledge that the Service utilizes third-party artificial intelligence technologies to generate responses. AI systems may occasionally produce incorrect, biased, or misleading information ("Hallucinations"). **No Guarantee:** HeiChat does not guarantee the accuracy, completeness, or reliability of any response generated by the bot, regardless of which underlying AI model (e.g., GPT, Claude, Gemini, or Grok) is used. **Merchant Responsibility:** It is your sole responsibility to monitor the bot's interactions and ensure the information provided to your customers (especially regarding pricing, policy, and product details) is accurate. HeiChat is not liable for any refunds, disputes, financial losses, or reputation damage caused by AI-generated responses. ## 4. Data Access and Third-Party Processing To provide the Service, HeiChat requires access to certain data from your Shopify store, including product catalogs, order history, and store policies. **Third-Party AI Processors:** You explicitly acknowledge and agree that anonymized interaction data and context may be processed by third-party AI providers to generate responses. These providers include OpenAI, Google, Anthropic, xAI, and other similar service providers we may integrate in the future. **Data Usage:** We use this data solely to train/fine-tune the bot for your specific store and to facilitate customer interactions. ## 5. Data Retention and Deletion (Uninstallation Policy) **12-Month Retention:** Upon your uninstallation of the App, HeiChat will retain your bot configurations, chat history, and knowledge base settings for a period of 12 months. This policy is designed to facilitate a seamless restoration of service should you decide to re-install the App within this timeframe. **Permanent Deletion:** If you do not re-install the App within 12 months of uninstallation, all your data will be permanently deleted from our servers. **Shopify Mandated Deletion (GDPR/CCPA Compliance):** Notwithstanding the above, if we receive a mandatory data deletion request from Shopify (specifically shop/redact or customers/redact webhooks) indicating that you have requested data deletion or closed your store, we will delete your data within 48 hours as strictly required by Shopify's Partner Program policies, regardless of the 12-month retention period. ## 6. Billing and Subscription **Shopify Billing:** All fees for HeiChat are billed directly through the Shopify Invoice system. **Changes:** We reserve the right to modify our pricing plans. Any changes will be communicated via the App or email. **Refunds:** Refunds are processed at our sole discretion and in accordance with Shopify's billing policies. Uninstallation does not automatically trigger a refund for the current billing cycle. ## 7. Intellectual Property **Your Content:** You retain ownership of all data, text, and materials you upload to HeiChat (e.g., your Knowledge Base and Store Policies). **Our Service:** HeiChat retains all rights, title, and interest in and to the App's source code, algorithms, interface design, and usage data analytics. ## 8. Limitation of Liability To the maximum extent permitted by law, HeiChat shall not be liable for any indirect, incidental, special, or consequential damages arising from: - The use or inability to use the Service. - Errors, inaccuracies, or offensive content generated by the AI models. - **Service Interruptions:** Downtime or service failures caused by third-party providers, including but not limited to Shopify, OpenAI, Google, Anthropic, or xAI. ## 9. Changes to Terms We reserve the right to update these Terms at any time. We will notify you of significant changes via email or an in-app notification. Continued use of the App after such changes constitutes acceptance of the new Terms. ## 10. Contact Information If you have any questions about these Terms or our Service, please contact us at: **Email:** [heicarbook@gmail.com](mailto:heicarbook@gmail.com) --- url: /guide/resources/10-question-challenge.md --- # The 10-Question Challenge - Why GenAI Outperforms Traditional Chatbots ## The Challenge: Complex Customer Questions We tested 100 Shopify stores with the same 10 complex customer inquiries. The results revealed a critical technology gap: traditional keyword-based chatbots failed to answer 95% of these questions, while HeiChat's GenAI successfully handled 87%. Below are the 10 questions with actual response comparisons. ## Question 1: Similar Product Variations **Customer Question:**\ "I want something similar to what the model is wearing on your homepage, but in a summer version." **Traditional Chatbot Response:**\ "I'm sorry, I don't understand your question. Please try using different keywords or contact [support@example.com](mailto:support@example.com)." **HeiChat GenAI Response:**\ "I see you're interested in a summer version of the outfit shown on our homepage! Based on that style, I'd recommend our 'Breeze Collection' - particularly the linen dress in sea blue which features a similar silhouette but with lightweight, breathable fabric perfect for warm weather. Would you like me to share some specific product links?" ## Question 2: Product Recommendations for Specific Needs **Customer Question:**\ "Which product would be better for sensitive skin that gets oily in the T-zone?" **Traditional Chatbot Response:**\ "Here are our skincare products: \[link]. Please contact us if you need more information." **HeiChat GenAI Response:**\ "For sensitive skin with an oily T-zone, I'd recommend our Balancing Gel Moisturizer which is non-comedogenic and contains niacinamide to control oil production while soothing sensitivity. Avoid our Intensive Moisture Cream as it might be too heavy for your T-zone. Would you like more details about the ingredients?" ## Question 3: Time-Sensitive Delivery Questions **Customer Question:**\ "I need this in three days for a birthday. Is that possible if I order now?" **Traditional Chatbot Response:**\ "Please check our shipping policy page for delivery timeframes." **HeiChat GenAI Response:**\ "Looking at your location (New York) and our current processing times, if you place your order within the next 2 hours and select expedited shipping ($9.99), we can guarantee delivery in 2 days. Would you like me to explain how to select expedited shipping at checkout?" ## Question 4: Product Differentiation Inquiries **Customer Question:**\ "What's the difference between the premium and standard version besides the price?" **Traditional Chatbot Response:**\ "The premium version costs $59.99 and the standard version costs $39.99." **HeiChat GenAI Response:**\ "Great question! The premium version includes three key upgrades over the standard model: 1) Extended battery life (12 hours vs 8 hours), 2) Water resistance (IPX7 rating vs IPX4), and 3) Premium materials (aluminum construction vs plastic). The standard version still offers all the core functionality, but these upgrades explain the $20 price difference. Which feature matters most to you?" ## Question 5: Cross-Selling Based on Previous Purchases **Customer Question:**\ "Can you recommend something that would go well with my previous purchase?" **Traditional Chatbot Response:**\ "I cannot access your purchase history. Please browse our recommendations section." **HeiChat GenAI Response:**\ "I see you purchased our Artisan Coffee Grinder last month. Many customers who bought this also enjoy our Single-Origin Bean Subscription or our Pour-Over Kettle with Temperature Control. The kettle particularly complements the grinder as it allows you to brew at the optimal temperature for freshly ground beans. Would you like details on either option?" ## Question 6: Discount and Promotion Questions **Customer Question:**\ "I saw a social media post about a discount code but I can't remember what it was. Can you help?" **Traditional Chatbot Response:**\ "Please contact customer service for assistance with discount codes." **HeiChat GenAI Response:**\ "We currently have two active promotions: 'SUMMER25' for 25% off summer apparel, and 'NEWCUSTOMER15' for 15% off your first purchase. These were both featured in our recent social media posts. Would you like me to apply one of these codes to your cart?" ## Question 7: Product Comparison Questions **Customer Question:**\ "How does your product compare to \[Competitor's] similar version that costs less?" **Traditional Chatbot Response:**\ "Our products are high quality. Please check our product pages for specifications." **HeiChat GenAI Response:**\ "Great question! While \[Competitor's] product is priced $15 lower, our version offers three advantages: 1) Longer warranty (2 years vs. their 1 year), 2) Higher-capacity battery (3000mAh vs. their 2200mAh), and 3) Our eco-friendly manufacturing process. However, their model does have slightly faster charging. Would you like me to explain any of these differences in more detail?" ## Question 8: Multi-Part Questions **Customer Question:**\ "Does this come in medium, and if so, is it in stock? Also, can it be gift wrapped?" **Traditional Chatbot Response:**\ "Please check our size chart for available sizes. We offer gift wrapping for an additional fee." **HeiChat GenAI Response:**\ "Yes, this item is available in medium and we currently have 7 units in stock. We do offer gift wrapping for $3.99, and you can add a personalized message at checkout. Would you like me to guide you through adding this to your cart with gift wrapping?" ## Question 9: Technical Compatibility Questions **Customer Question:**\ "Will this work with my iPhone 12 even though it says it's for Android?" **Traditional Chatbot Response:**\ "Please check the compatibility information on the product page." **HeiChat GenAI Response:**\ "While our product description primarily mentions Android compatibility, this particular model is actually universal and fully compatible with iPhone 12. The only feature you won't have access to is the Android-specific quick settings widget. All other functions, including the main app features and connectivity options, work perfectly with iOS 14 and higher. Would you like me to explain the setup process for iPhone?" ## Question 10: Policy Clarification with Exceptions **Customer Question:**\ "Your return policy says 30 days, but I received this as a gift 6 weeks ago and it's defective. Can I still return it?" **Traditional Chatbot Response:**\ "Our return policy is 30 days from purchase date. Please contact [support@example.com](mailto:support@example.com) for questions." **HeiChat GenAI Response:**\ "I understand your situation. While our standard return window is 30 days, we have an extended 90-day policy specifically for defective items. Since your item is only 6 weeks old, you're well within this window. You'll need the gift receipt or order number, but if you don't have those, we can also locate the purchase with the sender's name and approximate date. Would you like me to explain the process for initiating this return?" ## The Results: Why GenAI Makes a Difference This challenge demonstrates why GenAI represents a fundamental upgrade to customer service capabilities: 1. **Understanding context** - GenAI comprehends the intent behind questions 2. **Accessing relevant information** - Pulls specific details from your product catalog 3. **Providing personalized responses** - Tailors answers to customer's specific situation 4. **Handling multiple questions** - Addresses all parts of complex inquiries 5. **Speaking naturally** - Communicates like a helpful human representative Our data shows that properly answering these types of complex questions increases conversion rates by an average of 24%. ## Ready to transform your customer service? Try HeiChat free for 3 days and see the difference GenAI can make for your store. --- url: /guide/updates/2024-02-01-prechat-release.md --- # Pre-chat Form Now Available: Collect Valuable Customer Information! > 2024-02-01 We're thrilled to announce the release of the customizable pre-chat form feature - helping you collect valuable customer information before conversations begin! ## Key Benefits - Collect customer contact information for follow-up and marketing - Understand customer needs before the conversation starts - Route inquiries more effectively based on initial information - Personalize AI responses with customer-provided context **Easy to Configure!** Visit Settings → Basic Settings to customize your pre-chat form fields and required information. **Pro Tip**: Keep your form concise to encourage completion while still gathering essential customer data. This powerful feature helps you provide more personalized service while capturing valuable customer information for your business. --- url: /guide/updates/2024-02-20-budget-based-recommend.md --- # Budget-Based Product Recommendations: Personalized Shopping Experience! > 2024-02-20 Introducing intelligent budget-based product recommendations - helping your customers find the perfect products within their price range! ## How It Works - Our AI now intelligently recognizes when customers mention budget constraints - Automatically filters and recommends products that fit their price range - Provides personalized recommendations that respect financial boundaries - Improves conversions by showing relevant, affordable options This feature works automatically - no configuration needed! Your customers simply mention their budget, and our AI handles the rest. Early adopters report improved conversion rates and customer satisfaction when budget-sensitive shoppers receive tailored recommendations. Try it yourself! Ask your chatbot for products within a specific price range and see how this powerful feature works. --- url: /guide/updates/2024-02-28-whatsapp-integration.md --- # WhatsApp Integration Now Available: Expand Your Customer Reach! > 2024-02-28 Exciting news! HeiChat now integrates seamlessly with WhatsApp, allowing you to connect with customers on their preferred messaging platform. ## Key Benefits - Engage with customers where they already spend their time - Provide consistent AI-powered support across all channels - Access the same powerful analytics and insights you love from HeiChat - Streamline your customer service workflow with unified conversation management Getting started is easy! Contact our team at [heicarbook@gmail.com](mailto:heicarbook@gmail.com) to set up your WhatsApp integration. Want to learn more? Check out our comprehensive integration guide for detailed instructions and best practices. --- url: /guide/updates/2024-03-12-add-claude-sonnet-3.md --- # Claude 3 Sonnet Now Available: Outstanding E-commerce Performance! > 2024-03-12 Exciting news! After rigorous testing, we've added full support for Claude 3 Sonnet - a powerful AI from Anthropic that excels in e-commerce customer service! ## What Makes Claude 3 Sonnet Stand Out - Excellent product understanding and recommendation capabilities - Superior handling of nuanced customer inquiries - More natural, helpful responses that align with your brand voice - Improved multilingual support to serve global customer bases Ready to try it? Simply visit the AI Model page to switch to Claude 3 Sonnet and experience the difference. Our internal benchmarks show significant improvements in customer satisfaction and conversion metrics when using this model. We'd love to hear your feedback! Please share your experience with Claude 3 Sonnet to help us continue improving our product. --- url: /guide/updates/2024-05-08-default-openai-gpt4.md --- # OpenAI GPT4 Now Default: Significant Recommendation Accuracy Improvements! > 2024-05-08 Important Update: After comprehensive testing, we've determined that GPT-3.5 has significantly declined in effectiveness for e-commerce applications. ## Our Findings - OpenAI GPT4 provides more precise product recommendations - Enhanced understanding of complex customer inquiries - Better context awareness of your specific product catalog We've automatically upgraded the default model to OpenAI GPT4 for all new configurations to ensure optimal performance. **Note**: This change does not affect current GPT-3.5 users, but we strongly recommend trying OpenAI GPT4 for noticeably improved results. Ready to upgrade? Visit your AI Model settings now to make the switch! --- url: /guide/updates/2024-06-25-talk-to-human-release.md --- # New "Talk to Human" Feature: Seamless Customer Support Handoff! > 2024-06-25 We're excited to introduce the new "Talk to Human" button - creating the perfect balance between AI efficiency and human touch! ## How It Works - Intelligently connects customers directly to your live chat support when they need human assistance - Fully customizable timing - choose precisely when the button appears based on your team's availability - Smart transitions preserve conversation context for smoother handoffs **Pro Tip**: This feature is initially set to "Off" - activate it in your settings to give customers the option for live human support whenever you want to offer it. Visit your dashboard settings now to configure this powerful new feature! --- url: /guide/updates/2024-07-26-add-llama-3.1.md --- # Llama 3.1 Integration: Outstanding E-commerce Performance! > 2024-07-26 After extensive testing, we're excited to announce full support for Llama 3.1 - delivering outstanding results specifically for e-commerce customer service! ## Key Benefits for Your Store - Enhanced product recommendations through improved context understanding - More natural customer conversations across multiple languages - Better handling of complex customer queries and product comparisons Ready to upgrade? Simply visit the AI Model page to switch to Llama 3.1 and experience the difference. As always, if you have any questions or need help optimizing your AI settings, our team is here to help. --- url: /guide/updates/2024-10-28-quick-help-guides.md --- # New Feature: Quick Help Guides! > 2024-10-28 We've just launched Quick Help Guides! To get started, simply navigate to the Settings menu in the left sidebar and find and customize these helpful resources in the Brand section. Your customers can easily access these guides through the pre-chat form and above the chat message input box. Perfect for sharing FAQs, product guides, product manuals, social media links, form-filling instructions, or any important information you want to highlight. **Pro Tip**: Use this feature to showcase new products, promotions, or important announcements - making it a powerful tool for both customer support and marketing! We look forward to seeing how this feature enhances your business operations. Thank you for your continued support! --- url: /guide/updates/2024-10-31-ai-ticket-release.md --- # AI-Powered Ticket Creation: Now in Beta! > 2024-10-31 Exciting news! Our AI-powered ticket creation feature is now open for beta testing! From October 31 to December 1, 2024, you can use this innovative feature without any limits. The AI will automatically analyze customer conversations, create tickets based on user intent, and provide valuable insights and suggestions to streamline your support workflow. This intelligent feature is designed to enhance your daily operations by smartly identifying and categorizing customer needs, helping you deliver more efficient and targeted support. Your feedback during the beta phase is invaluable to us! Please share your thoughts and suggestions - they will help us refine and improve this feature. Let's build something truly outstanding together! Thank you for your continued support and for being part of our journey toward smarter customer service solutions! --- url: /guide/updates/2024-11-05-add-claude-haiku-3.5.md --- # New Integration: Claude 3.5 Haiku - The Latest Powerful AI from Anthropic! > 2024-11-05 We're excited to announce that HeiChat now supports Claude 3.5 Haiku, Anthropic's cutting-edge sub-flagship model released today! Our benchmarks show that Haiku delivers capabilities comparable to OpenAI GPT4 while providing Claude's signature empathy and comprehensive responses - at a more optimized cost. **Perfect for businesses seeking flagship-level AI performance**: Experience elite conversational quality, advanced reasoning, and nuanced understanding at significantly better value. Start exploring Claude 3.5 Haiku today and take your customer service to the next level. The future of AI is here! --- url: /guide/updates/2024-11-10-heichat-mobile-release.md --- # HeiChat Mobile: Your Business in Your Pocket! > 2024-11-10 Exciting news! HeiChat is now at your fingertips with our brand-new mobile app. Stay connected to your business anytime, anywhere! ## Key Features - Access chat history on the go - Real-time live chat support (Pro Plus or Pro Max) - Real-time push notifications for key events ## Never Miss a Message! Get instant alerts for: - New customer conversations - AI-generated orders - User-submitted tickets Experience the power of mobile connectivity today! Simply go to the Conversations menu and follow the prompt at the top of the page to get started. Boost your productivity, enhance customer interactions, and stay on top of your business pulse - all from the palm of your hand. Download the HeiChat mobile app now and take your business to new heights! --- url: /guide/updates/2024-12-16-photoniex-app-aff.md --- # Introducing Photoniex: Revolutionary AI Product Photography Studio > 2024-12-16 Instantly transform your product photos into professional, studio-quality images using our cutting-edge AI technology. Perfect for e-commerce businesses looking to elevate their visual content without expensive photography equipment. ## Game-Changing Features - **AI Scene Reconstruction**: Generate complete professional scenes from simple text prompts - **Smart Lighting Enhancement**: Automatically optimize natural lighting for stunning effects - **One-Click Background Removal**: Instantly create clean, professional product photos Boost your conversion rates with studio-quality product images that capture customer attention and drive sales. **Exclusive Offer for HeiChat Users**: Install Photoniex and email [heicarbook@gmail.com](mailto:heicarbook@gmail.com) to receive free credits! Be among the first to experience the future of e-commerce photography. Install now: [Photoniex ‑ AI Product Photos](https://apps.shopify.com/photoniex?utm_source=docs_heichat) --- url: /guide/updates/2024-12-19-milestonee.md --- # 5,000+ Merchants Milestone: Special Offer Celebration! > 2024-12-19 We're thrilled to announce that over 5,000 merchants have chosen HeiChat! To celebrate this milestone, we're launching exciting limited-time offers and new features! Also, check out our new visitor management feature - you can now efficiently handle unwanted behavior by blocking specific visitors from the conversation list. Thank you for choosing HeiChat. Don't miss these exclusive offers - download our mobile app today! --- url: /guide/updates/2024-12-30-token-mega-sale.md --- # New Year Token Sale: Double Your AI Power! > 2024-12-30 Limited-time offer: Get up to 100% bonus tokens on all purchases from December 30, 2024 to June 1, 2025! ## Special Bonus Tiers - Purchase $50 - Get 100% bonus tokens - Purchase $40 - Get 75% bonus tokens - Purchase $30 - Get 50% bonus tokens - Purchase $20 - Get 25% bonus tokens **Perfect Timing**: Supercharge your AI customer service capabilities for the new year while enjoying our biggest bonus offer ever. Start 2025 with enhanced automation! **Grab This Opportunity**: This special New Year promotion is only available for a limited time - secure your tokens now and maximize your AI capabilities! --- url: /guide/updates/2025-02-05-prechat-widget-knowledge-updates.md --- # Enhanced Customization: Pre-chat Form, Widget Effects, and Knowledge Base Updates! > 2025-02-05 We're excited to announce several new customization features to take your HeiChat experience to the next level! ## Key Updates ### Pre-chat Form Flexibility You can now make form fields optional! Let your customers skip the form when appropriate, collect information when you still need it, and deliver a smoother chat experience. ### Rich Visual Effects Express your brand's personality with our expanded widget customization options! Choose from various new visual effects to make your chat widget more engaging and consistent with your store's aesthetics. ### Smart Knowledge Base Expiration (Beta) Introducing time-sensitive knowledge management! Set expiration dates on your knowledge base entries to ensure the AI only uses the most current information. Currently supports day-level precision and is in beta testing - we look forward to your feedback! Try these new features now and let us know what you think! Your feedback helps us continue improving HeiChat for everyone. --- url: /guide/updates/2025-02-09-float-widget-release.md --- # New Widget Release: Social Media, Product Search, and Order Tracking! > 2025-02-09 Exciting news! We're launching three powerful widgets to elevate your store's professional image and customer experience: ## New Features - **Product Search Widget** (Pro Plus and above): Revolutionary search functionality with unlimited keyword searches, plus unique cross-language semantic search - helping customers find products regardless of language barriers! - **Order Tracking Widget** (Pro Plus and above): Let customers easily check their order status and shipping updates directly on your store - **Help Desk Widget** (Pro Plus and above): An intelligent knowledge base widget that provides instant answers from Q\&A format data in your knowledge base, helping customers quickly find solutions without human intervention - **Social Media and Contact Widget**: Professionally showcase your social media presence, WhatsApp, and email contact information on your storefront These widgets are designed to make your store more professional and user-friendly while boosting customer satisfaction. Try them now and take your store to the next level! --- url: /guide/updates/2025-02-25-ai-security-cloudflare.md --- # Advanced Security: Intelligent Protection for Your Customer Interactions > 2025-02-25 Introducing next-level security features designed specifically for Pro Plus and higher subscription plan merchants! ## Key Features - **AI Guardian**: Transform your AI from a simple chatbot into an intelligent security agent - **Cloudflare Turnstile Verification**: Ensure genuine visitor interactions by implementing robust bot protection - **Behavioral Analysis**: Our AI now monitors chat interactions in real-time, detecting and preventing malicious behavior - **Automatic Harassment Prevention**: If a visitor sends extremely frequent, nonsensical, or harmful messages, our AI can automatically block them - **Admin Control**: Store owners retain full authority to review and lift restrictions on visitors through chat history Our goal? Create safer, more meaningful customer interactions while protecting your business from unwanted disruptions! --- url: /guide/updates/2025-03-01-bestseller-promo-cards.md --- # Introducing Bestseller Promo Cards: Boost Your Top Products' Visibility! > 2025-03-01 Great news for Pro Plus and Pro Max merchants! We've just launched Bestseller Promo Cards - a powerful new way to automatically showcase your hottest products to visitors. ## Key Benefits - **Automatic Promotion**: Your bestselling products pop up at strategic moments to grab visitor attention without any manual effort - **Instant Conversion**: Visitors can view products, add to cart, or checkout directly from these interactive cards - **Fully Customizable**: Control display frequency, timing, rotation settings, and more - **Higher Conversion Rates**: Turn browsers into buyers by highlighting products that resonate with your audience **Pro Tip**: Use this feature to highlight seasonal bestsellers, limited inventory items, or products with special promotions to maximize sales opportunities! 🔒 **Available for Pro Plus and Pro Max merchants only** - Upgrade now to transform your passive storefront into a proactive sales machine! --- url: /guide/updates/2025-03-07-vtober-app-aff.md --- # VTober: AI-Powered E-commerce SEO and Content Generation > 2025-03-07 Transform your store's SEO and content strategy with our revolutionary AI blogging platform. VTober automatically creates SEO-optimized, multilingual blog content that drives organic traffic and boosts your Google rankings. ## Key Features - AI-powered product stories and blog generation - Multilingual content creation - E-E-A-T compliant articles - Custom SEO recommendations and analytics - Smart product embedding in blogs for maximum search visibility - Enhanced article layouts and beautiful formatting (New!) - Interactive product cards with add-to-cart directly from blog pages (New!) **March 2025 Update**: Now featuring enhanced article layouts and interactive product cards that allow visitors to add products to cart directly from your blog pages - boosting conversions! **Exclusive Offer for HeiChat Users**: Get free credits to kickstart your SEO journey! Simply email [heicarbook@gmail.com](mailto:heicarbook@gmail.com) after installation. **Perfect For**: Stores looking to increase organic traffic, improve search rankings, establish authority in your niche, and effortlessly create engaging product-focused content. Install now: [Vtober: AI SEO Blog Automation](https://apps.shopify.com/vtober?utm_source=docs_heichat) --- url: /guide/updates/2025-03-09-product-cards-2.0.md --- # Interactive Product Cards 2.0: Turn Chats into Seamless Shopping! > 2025-03-09 Introducing our most powerful conversion tool yet - Interactive Product Cards 2.0, turning conversations into sales opportunities! ## New Features - **One-Click Shopping**: Customers can add to cart and checkout directly within interactive cards - the ultimate frictionless buying experience - **Smart Inventory Management**: Out of stock? Customers can subscribe to restock alerts directly in the interactive card - **Email Notifications**: Get alerted when customers show interest in out-of-stock products, never miss a sales opportunity - **Seamless Integration**: Works perfectly with our Product Search Widget for a complete shopping experience **Merchant Success Story**: "Our conversion rate increased by 24% since implementing Interactive Cards 2.0!" 🔒 **Available for Pro Plus and Pro Max merchants only** - Upgrade now and start turning conversations into revenue! --- url: /guide/updates/2025-03-16-drawer-cart-release.md --- # Revolutionary Drawer Cart: Transform Your Store's Shopping Experience! > 2025-03-16 Introducing our game-changing Drawer Cart - the ultimate solution for frictionless shopping! Now available for Pro Plus and Pro Max merchants. ## What Makes It Special - **Zero Page Jumps**: Keep customers focused on shopping with our seamless drawer interface - **Smart Cross-Selling**: Built-in "You May Also Like" section automatically recommends related products - **Instant Buy Flow**: Smoother checkout flow means higher conversion rates **Success Story**: "Our cart abandonment rate dropped by 35% within the first week of implementing the new Drawer Cart!" **Early Testing Results**: Merchants using our Drawer Cart see an average 27% increase in add-to-cart rates **Pro Tip**: Combine with our Product Search Widget and Interactive Product Cards for the ultimate shopping experience 🔒 **Available for Pro Plus and Pro Max merchants only** - Upgrade now to revolutionize your store's shopping experience! --- url: /guide/updates/2025-03-30-float-widget-quick-button.md --- # Flexible Widget Integration: Seamless UX Across Multiple Touchpoints > 2025-03-30 Based on valuable merchant feedback, we've made significant enhancements to widget functionality! ## New Features - **Dual Integration Options**: Choose to display widgets on storefront pages, in the chat interface, or both - **Chat-Only Mode**: Keep your website clean while still offering powerful tools through the chat experience - **Seamless Access**: Customers can now interact with all widgets without leaving their current context ## Enhanced Widgets Include - **Drawer Cart**: Frictionless shopping with smart cross-selling - **Product Search**: AI-powered cross-language product discovery with lightning-fast results - **Order Tracking**: Real-time shipping updates and status checks - **Help Center**: Instant access to Q\&A data from your knowledge base **Pro Tip**: Chat-only integration is perfect for merchants who prioritize website aesthetics while still wanting to offer advanced features to engaged customers Configure these options in Widget Settings now to create the perfect balance between website design and customer convenience! --- url: /guide/updates/2025-04-03-visual-workflow.md --- # Visual Workflow Builder: Design Your Own AI Product Recommendation Strategy! (Beta) > 2025-04-03 Based on valuable merchant feedback, we're excited to introduce the Visual Workflow Builder - a powerful tool that gives you complete control over your AI product recommendation strategy! ## Why We Built It - Merchants need more precise control over how AI recommends products - Different stores have unique customer interaction patterns - One-size-fits-all approaches don't work for everyone ## Key Features - Intuitive visual interface for creating decision flows - Design custom recommendation paths based on customer preferences - Link specific products or offer next-step options at each decision point - Create multiple pathways for different customer scenarios **Perfect For**: Stores with diverse product lines, specific recommendation requirements, or unique customer interaction patterns 🔒 **Currently in Beta** - Available for Pro Plus and Pro Max subscribers only Get early access now and shape the future of AI-driven product recommendations! --- url: /guide/updates/2025-05-07-webhook-integration.md --- # Webhook Integration: Supercharge Your Business Automation! > 2025-05-07 Pro Plus and Pro Max merchants can now leverage our powerful webhook integration to automate their business workflows! ## Available Events - **Ticket Created**: Instantly sync new support tickets with your helpdesk system - **New Customer**: Get real-time alerts when new customers start a chat - **Restock Request**: Track product demand with automatic notifications for restock requests ## Perfect For - Syncing customer data with your CRM system - Building custom marketing automation workflows - Integrating with your existing support tools - Creating personalized customer journey analytics ## Easy Integration with Popular Platforms - Zapier, Gorgias, Make (Integromat), n8n - Custom webhook endpoints for advanced users Start automating your business workflows today and make your systems work together seamlessly! 🔒 **Available for Pro Plus and Pro Max subscribers only** --- url: /guide/updates/2025-05-13-sales-activity-popup.md --- # Sales Activity Popup: Create Urgency and Boost Conversions! > 2025-05-13 Introducing our new Sales Activity Popup - a powerful tool that creates FOMO and drives sales by displaying real-time customer behavior through eye-catching social proof! ## Display Real-Time Activity - Show when customers add items to their cart - Showcase recent purchases - Highlight product popularity with live notifications ## Key Features - **Smart Positioning**: Choose between left or right side placement - **Flexible Timing**: Control display frequency and duration - **Smart Limits**: Set maximum displays per visitor - **Custom Messaging**: Personalize notifications for different customer actions ## Benefits - Create urgency through real-time social proof - Show visitors that others are actively shopping - Increase conversion rates with trust signals - Drive more sales by reducing hesitation **Pro Tip**: Combine with our AI Proactive Popup Sales feature for maximum impact! 🔒 **Available for Pro Plus and Pro Max subscribers only** - Upgrade now and start boosting your conversions with live shopping activity! --- url: /guide/updates/2025-06-18-metafields-shipping.md --- # Boost Trust and Revenue: Custom Order MetaFields and Shipping Protection! > 2025-06-18 Introducing two powerful enhancements designed to deepen customer trust and unlock new revenue streams. ## Smarter Communication with Custom Order MetaFields Go beyond standard tracking updates! Our AI can now recognize and communicate important custom data within order fields. If your orders contain details like invoice links, packaging videos, or serial numbers, the AI can proactively share these with customers - reducing support inquiries and building exceptional trust. ## Integrated Shipping Protection in Cart Widget Offer customers peace of mind while boosting your average order value! You can now enable a shipping protection option directly in the cart widget. This allows customers to easily add protection against lost or damaged packages, increasing their purchase confidence while creating new revenue opportunities for you. **Pro Tip**: Combine these features to create a premium post-purchase experience that sets your store apart. 🔒 **Available for Pro Plus and Pro Max subscribers only** - Upgrade now to unlock these powerful new tools! --- url: /guide/updates/2025-06-23-global-reach.md --- # Global Reach: AI Translates Your Custom Content! > 2025-06-23 Connect with customers worldwide! HeiChat now translates your custom greetings, quick reply buttons, and callout messages to create a personalized experience for every visitor. ## Key Benefits - **Easy Setup**: Configure your custom content in one language, and HeiChat will intelligently translate it for your global audience - **Increased Engagement**: Speak your customers' language to build trust and drive conversions - **Broader Reach**: Reach more customers by eliminating language barriers on your storefront **Example**: Set up your welcome message, quick reply buttons, and callout text in English, and HeiChat will automatically translate them into Spanish, French, German, and more - ensuring every visitor feels at home! **Available for all plans** - Unlock global communication today! --- url: /guide/updates/2025-07-23-conversation-sorting-update.md --- # Prioritize Hot Leads: New "Sort by Last Message" Feature! > 2025-07-23 We've introduced a powerful new conversation sorting option designed to help you focus on your most active and relevant customer chats. Previously, conversations were only sorted by creation time. While useful, this meant older but highly active conversations could get buried at the bottom of the list. ## New Feature You can now sort by "Last Message Time" to instantly surface the most recent replies to the top. ## Key Benefits - **Prioritize Hot Leads**: See immediately which customers are actively engaging, leading to faster response times - **Never Miss a Follow-Up**: Ensure follow-up questions in older conversations don't get overlooked - **Improved Workflow**: The live chat view now uses this sorting method by default, so your team always focuses on the most recent interactions --- url: /guide/updates/2025-08-16-related-products-card.md --- # AI Cross-Sell Upgrade: Discover Related Products with One Click! > 2025-08-16 We've upgraded AI product recommendation cards to unlock unprecedented cross-selling opportunities! ## New Feature When the AI recommends a product, a new "Find Related Products" button now appears on the card. With just one click, customers can instantly discover accessories, bundles, or complementary products related to the main item. ## Key Benefits - **Boost Average Order Value**: Intelligently surface related accessories (like phone cases or chargers) to effortlessly increase order value - **Enhance Shopping Experience**: Help customers find perfect matches they might have missed, reducing search time - **Unlock Sales Potential**: Turn every product recommendation into a powerful cross-sell opportunity, maximizing your revenue **Example Use Cases**: When recommending a camera, automatically show lenses, tripods, and camera bags. When recommending a dress, seamlessly suggest matching shoes and handbags. 🔒 **Now available for all Pro Plus and Pro Max subscribers.** Note: This feature only activates when "Shoppable Product Cards" is enabled in your settings. --- url: /guide/updates/2025-09-03-custom-conversation-tags.md --- # Custom Conversation Tags: AI-Powered Business Event Tracking! > 2025-09-03 Introducing Custom Conversation Tags - a powerful new way to track important customer events specific to your business! ## How It Works - Create custom tags that matter to your business (product inquiries, special requests, etc.) - Our AI automatically analyzes conversations and applies these tags when it detects relevant events - Filter conversations instantly by your custom tags to find exactly what you need ## Perfect For - Tracking specific product inquiries (e.g., "Asked about Summer Collection") - Monitoring special requests (e.g., "Requested gift wrapping") - Identifying specific business opportunities (e.g., "Interested in wholesale") ## Business Benefits - Discover customer interaction patterns specific to your business - Create targeted follow-up campaigns based on identified interests - Train your team more effectively on handling specific customer scenarios **Pro Tip**: Create tags for your most valuable conversion events to easily track and nurture high-potential customer interactions! 🔒 **Available for Pro Plus, Pro Plus Plus, and Pro Max subscribers only** - Unlock advanced conversation intelligence today! --- url: /guide/updates/2025-10-17-language-and-response-modes.md --- # Enhanced Controls: Language and AI Response Customization! > 2025-10-17 We're giving you finer-grained control over your store's AI communication, letting you tailor the experience precisely to your needs. ## 1. Auto-Translation Toggle: You're in Control! Previously, custom messages were always auto-translated. Now, you have a choice! When enabled, your custom content (like welcome messages and quick reply buttons) will automatically adapt to your customer's browser language. Disable it to always display messages in your configured default language, ensuring consistency if needed. ## 2. AI Output Mode: Choose Your Interaction Style! We now offer two different ways for the AI to deliver responses, catering to different interaction preferences: - **Streaming (Recommended for Speed)**: The AI sends messages in real-time as it generates responses, delivering a fast, dynamic, and conversational experience for customers. - **Complete Response (More Human-Like, But Slower)**: The AI waits until the entire message is fully composed before sending it all at once. This can create a more "human-like" typing delay, but will significantly increase response time and may impact customer experience. Choose this if you prioritize a complete, considered feel over instant replies. **Pro Tip**: Consider your brand's interaction philosophy. For most e-commerce applications, "Streaming" ensures fast support. "Complete Response" may suit brands seeking a more deliberate, human-like feel, despite the extra wait time. Both settings are available for all plans and can be found on the Settings → Advanced Settings page. --- url: /guide/updates/2025-10-25-widget-visibility-rules.md --- # Fine-Grained Control: Widget Visibility with Allow and Block Lists! > 2025-10-25 Take complete control of your customer interaction strategy! We've introduced powerful widget visibility features that let you decide exactly where HeiChat widgets appear across your store. ## What You Can Do - **Allow List Mode**: Show widgets only on specific pages. Perfect for focusing chat on product pages, contact forms, or help sections. - **Block List Mode**: Hide widgets on pages where you want a distraction-free experience, like checkout flows or legal policy pages. ## Key Benefits - **Tailored Customer Journey**: Engage visitors at the moments that matter most - **Reduced Distractions**: Keep your checkout and other critical funnels clean - **Advanced Matching**: Use wildcards (\* and \*\*) for flexible yet powerful URL targeting - **Plan Requirement**: Available for Pro Plus subscribers and above Ready to customize? These new settings are waiting for you in Advanced Settings! --- url: /guide/updates/2025-10-30-feedback-widget-beta.md --- # New Feedback Widget with Image Upload - Beta! > 2025-10-30 We're excited to introduce the all-new Feedback Widget - now in beta and free to use until December 31, 2025! ## What Makes It Special - **Image Upload Support**: Unlike traditional support tickets, customers can now attach screenshots and photos directly to their feedback - making it easier to report visual issues, product defects, or share ideas with images! - **Streamlined UX**: A lightweight widget designed specifically for quick feedback submissions, without the complexity of a full ticketing system - **Perfect for Visual Feedback**: Ideal for collecting product reviews with photos, bug reports with screenshots, or customer suggestions with visual references ## Key Differences from Support Tickets - **Support Tickets**: Best for complex issues requiring detailed text descriptions and back-and-forth conversation - **Feedback Widget**: Perfect for quick feedback with visual context - customers can snap a photo and submit in seconds! ## Why This Matters - Visual feedback is worth 10x more than text alone - see exactly what customers are experiencing - Reduce misunderstandings - a picture is worth a thousand words, especially for product quality issues - Collect real product photos from real customers as social proof - Lower the feedback barrier - uploading a photo is faster than typing lengthy descriptions **Limited-Time Beta Offer**: Completely free access until December 31, 2025! Help us shape this feature with your valuable feedback. **Where to Find It**: Navigate to Settings → Widget Settings → Feature Widgets section to enable and configure the Feedback Widget. Start collecting visual feedback today and gain deeper insights into your customer experience! --- url: /guide/updates/2025-11-01-ai-translation-live-chat.md --- # AI-Powered Translation: Break Language Barriers in Real-Time! > 2025-11-01 Introducing our game-changing AI translation feature - seamlessly communicate with global customers regardless of language differences! ## Powerful Translation Features - **Real-Time Chat Translation**: Translate customer messages on demand to perfectly understand their needs, then easily reply in their native language - **Message Input Translation**: Write your reply in your language, preview the AI translation, edit as needed, and send with confidence - **Smart Language Detection**: Automatically identifies customer language and suggests appropriate translations ## Key Benefits - **Expand Global Reach**: Serve international customers without hiring multilingual support teams - **Boost Customer Satisfaction**: Reply in customers' native languages to instantly build trust and rapport - **Increase Conversions**: Remove language barriers that prevent international sales - **Save Time and Money**: No need for multiple language-specific support staff or expensive translation services ## Perfect For - Stores targeting international markets or receiving multilingual inquiries - Merchants expanding globally who need instant multilingual support - Support teams handling customers from diverse language backgrounds **Pro Tip**: Use the translation preview feature to ensure accuracy before sending, and easily edit AI translations to match your brand voice! --- url: /guide/updates/2025-11-06-dashboard-redesign-widget-monitor.md --- # Major Dashboard Redesign: Streamlined Interface and Smarter Monitoring! > 2025-11-06 We've completely rebuilt the dashboard from the ground up to deliver a more intuitive and efficient experience! ## New Features ### 1. Complete Interface Overhaul - Redesigned menu structure and navigation for improved usability - Streamlined workflows to get you where you need to go faster - Enhanced visual consistency across all dashboard sections ### 2. Smart Widget Status Monitoring in Overview - New status indicators showing your widget installation status at a glance - Clear visual alerts when your widget isn't active on your storefront - Quick access to activation guides and troubleshooting - Catch configuration issues before they impact customers ## Key Benefits - **Intuitive Navigation**: Fewer clicks to find what you need - **Faster Workflows**: Complete tasks more efficiently with a streamlined interface - **Proactive Alerts**: Know your widget status at a glance - **Enhanced Usability**: A cleaner, more professional interface overall Experience the new dashboard and discover how much easier managing customer interactions can be! --- url: /guide/updates/2025-11-10-built-for-shopify.md --- # Built for Shopify Badge Achieved > 2025-11-10 HeiChat has earned Shopify's prestigious Built for Shopify badge, representing the highest standards for quality, security, and performance in Shopify applications. ## What This Means for You - **Performance Verified**: Meets Shopify's strict performance benchmarks for fast, responsive user experiences - **Security Audited**: Passed comprehensive security reviews that protect your store and customer data - **UX Excellence**: Follows Shopify's design guidelines for seamless integration with your admin experience - **Reliability Assured**: Built on a stable, well-tested architecture that merchants can trust - **Ongoing Compliance**: Continuously monitored to maintain certification standards --- url: /guide/updates/2025-11-16-ai-configuration-advanced.md --- # Advanced AI Configuration Options > 2025-11-16 Fine-tune your AI assistant with granular controls that let you customize every aspect of how it communicates with customers. ## Configuration Options - **Response Mode**: Choose between streaming (real-time) or complete response delivery based on your preference - **Response Length**: Control how concise or detailed AI responses should be - **Emoji Usage**: Adjust emoji frequency and style to match your brand voice - **Communication Style**: Set the tone from professional to friendly, ensuring consistent brand representation - **Custom Instructions**: Add specific guidelines for particular scenarios or product-specific responses --- url: /guide/updates/2025-11-30-conversation-management-upgrade.md --- # Enhanced Conversation Management and Widget Homepage > 2025-11-30 New features to elevate your brand presence and streamline conversation management, helping you focus on what matters most. ## New Features - **Widget Homepage**: A dedicated landing page for your chat widget that strengthens brand identity and improves customers' first impressions - **Conversation Notes**: Add internal memos to conversations for better team collaboration and context retention - **Archive and Close**: Keep your inbox organized by archiving resolved conversations or closing active sessions when needed - **Session Control**: Force-close widget sessions from the admin panel for complete conversation lifecycle management --- url: /guide/updates/2025-12-12-messenger-integration.md --- # Messenger Integration: Expand Your Customer Reach > 2025-12-12 HeiChat now integrates with Facebook Messenger, allowing you to handle customer inquiries from your Facebook page with the same AI intelligence as your Shopify store. ## Key Benefits - **Unified Knowledge Base**: All responses draw from your existing Shopify knowledge base and store information - **Consistent Quality**: Deliver the same high-quality AI support across both platforms - **Seamless Experience**: Customers on Facebook receive the same service quality as your website visitors --- url: /guide/updates/2026-01-12-feedback-widget-ga.md --- # Feedback Widget: Now Generally Available for Pro Plus and Above > 2026-01-12 The Feedback Widget has graduated from beta and is now officially part of the Pro Plus and Pro Max subscription plans. ## What You Get - **Image Attachments**: Customers can upload screenshots and photos to clearly illustrate their feedback - **Auto Ticket Creation**: Each submission creates a support ticket with attached images for easy tracking - **Streamlined Collection**: A lightweight widget designed specifically for quick, visual feedback submissions - **Reduced Support Workload**: Visual feedback eliminates back-and-forth clarification, saving your team valuable time Thank you to all our beta testers who helped shape this feature with valuable feedback! 🔒 **Available for Pro Plus and Pro Max subscribers only.** --- url: /guide/updates/2026-01-12-social-media-channels-expansion.md --- # Social Media Channels Expansion: Connect with Customers Wherever They Are > 2026-01-12 We've added support for 5 additional social media platforms to help you build stronger connections with customers on their preferred channels. ## Newly Supported Platforms - **Snapchat**: Engage with younger audiences through instant messaging - **WeChat**: Tap into the massive Chinese market through Asia's most popular messaging app - **LINE**: Connect with customers in Japan, Taiwan, Thailand, and Southeast Asia - **Viber**: Reach users across Eastern Europe, the Middle East, and Asia - **Threads**: Engage with the growing Meta Threads community ## Why This Matters - **Global Reach**: Meet your international customers where they already spend their time - **Brand Visibility**: Prominently showcase your social media presence on your storefront - **Easy Setup**: Simply add your profile links and let customers connect with one click --- url: /guide/updates/2026-01-16-chat-font-size-customization.md --- # Custom Chat Font Size: The Perfect Reading Experience for Every Customer > 2026-01-16 We heard your feedback! You can now customize the font size of chat messages to ensure the best reading experience for customers across all devices. ## What You Can Customize - **Desktop Font Size**: Set the perfect text size for desktop visitors - **Mobile Font Size**: Configure a separately optimized font size for mobile screens - **Flexible Units**: Support for both em and px units to match your design preferences ## Why This Matters - **Accessibility**: Larger fonts help customers with visual impairments read messages comfortably - **Brand Consistency**: Match your chat font size with your store's typography for a unified look - **Better Engagement**: Readable text reduces friction and keeps customers engaged longer - **Mobile Optimization**: Separate mobile settings ensure great readability on smaller screens The default value is 1.2em. Configure these settings in **Widget Settings → Chat Bubble Settings**. --- url: /guide/updates/2026-01-28-product-video-popups.md --- # Product Video Popups: Turn Browsers into Buyers with Immersive Stories > 2026-01-28 Introducing Product Video Popups - a powerful visual engagement tool that showcases your products in action through immersive storytelling to drive conversions. ## Key Features - **Vertical 9:16 Videos**: Optimized for mobile viewing with full-screen, attention-grabbing product demos - **Direct Shopping**: Let customers add products to cart or visit product pages directly from the video experience - **Seamless Integration**: Videos appear as elegant popups that enhance rather than interrupt the shopping experience - **Full Control**: Choose which products to feature and how videos are triggered throughout your store ## Why This Matters - **Higher Engagement**: Video content typically captures more attention and creates stronger emotional connections than static images - **Better Understanding**: Show product features, sizing, and usage in ways that static images simply can't convey - **Reduced Returns**: When customers see products in action before buying, they make more confident purchase decisions 🔒 **Available for Pro Plus and Pro Max subscribers only.** --- url: /guide/updates/2026-02-02-email-integration.md --- # Email Integration: Seamless Follow-up Beyond Your Website > 2026-02-02 We're excited to announce our new Email Integration feature - the missing link in your customer communication strategy! ## 🔍 The Challenge - Once customers leave your website, they can no longer receive responses through the chat widget - Valuable conversations and potential sales opportunities are lost when you can't reconnect - Customers expect consistent communication across all channels ## ✨ The Solution - Connect your email provider directly to HeiChat - Seamlessly continue conversations with customers after they leave your site - Send personalized follow-ups, product recommendations, and support responses via email - Maintain conversation context and history across both chat and email channels ## 💼 Business Impact - Recover potential lost sales by continuing conversations with interested customers - Increase conversion rates through timely follow-ups - Enhance customer satisfaction with consistent omnichannel support - Build stronger customer relationships with persistent communication ## 📋 Setup Requirements To use email integration, you need to collect customer email addresses first: ![Pre-chat Form](/images/updates/pre-chat-form.png) 1. Enable the Pre-chat Form feature to collect customer emails - Navigate to **Setup → Basic Settings → Lead Capture** - Enable the pre-chat form option - Once enabled, customers will provide their email before starting a conversation ![Email settings](/images/updates/email-settings.png) 2. Configure your email integration - Navigate to **Setup → Integrations** - Connect your email provider and configure email settings - You can then send follow-up emails to continue conversations ## 💬 Need Help? If you have any questions about setting up email integration, please contact us at **[heicarbook@gmail.com](mailto:heicarbook@gmail.com)** --- url: /guide/updates/2026-03-16-ai-knowledge-gap-detection.md --- # AI Knowledge Gap Detection: Let Your Chatbot Tell You What It Doesn't Know > 2026-03-16 HeiChat now automatically detects the questions your AI could not answer confidently and turns them into clear, actionable knowledge gaps for your team to review. ## Automatic Detection - After every customer conversation, HeiChat evaluates whether the AI had enough knowledge to answer with confidence - If the AI struggled with a question, that question is automatically captured as a knowledge gap - No manual tagging or extra review work is needed to start collecting missing topics ## Prioritized by Real Customer Impact - Every knowledge gap includes a hit count, so you can quickly see which missing topics affect the most customers - Filter gaps by status, including **Pending** and **Resolved** - Sort by hits, creation date, or last updated to focus on the highest-impact gaps first ## Add Missing Knowledge in One Click - Open any gap to review the original customer question and the AI response side by side - Add the missing knowledge directly from the gap detail page using a URL, PDF, plain text, or Q\&A - Once new knowledge is added, the gap is automatically marked as resolved ## Why It Matters - Your chatbot can now surface its own blind spots instead of leaving you to guess what is missing from the knowledge base - This creates a continuous improvement loop: identify weak spots, add knowledge, and improve future conversations - The result is better answer coverage, less manual auditing, and a stronger customer experience --- url: /guide/updates/2026-03-21-restock-notification.md --- # Restock Notifications: Keep Demand Warm When Products Are Sold Out > 2026-03-21 Restock Notifications helps you capture customer demand when products are out of stock and gives you a way to follow up when inventory returns. ## What It Does - Lets shoppers submit their email for restock alerts when they encounter out-of-stock variants through the Product Search Widget or product recommendation cards - Automatically saves every request for later review - Stores details such as product, variant, email, and submission time - Supports filtering by product, variant, and date range ## Why It Matters - Keeps customer interest alive during out-of-stock moments - Helps you understand which products and variants have the strongest demand - Gives you a more targeted way to follow up once inventory is back - Reduces potential revenue loss caused by temporary stockouts ## How to Enable It - Enable the Product Search Widget under **Widget Settings > Feature Widgets** - Or enable product recommendation cards under **Advanced Settings > Product Recommendation** - You can also add the **HeiChat Restock Alert** block to product pages in the Shopify Theme Editor Once enabled, shoppers will see the restock notification option on out-of-stock variants. --- url: /guide/updates/2026-03-26-chat-button-block.md --- # Chat Button Block: Put the Chat Entry Where You Want It > 2026-03-26 Chat Button Block is a Shopify theme block that lets you place a dedicated chat button directly inside your storefront layout. ## What It Does - Lets you add a chat button to any supported block area on your pages - Makes the chat entry part of the page layout instead of relying only on a floating launcher - Automatically hides the floating launcher on pages where the block is added - Keeps the floating launcher active on pages where the block is not used ## What You Can Customize - Button text - Button color - Text color These settings can be adjusted directly in the Shopify Theme Editor without code changes. ## Why It Matters - Gives product pages or landing pages a clearer chat entry point - Lets you place chat closer to high-intent areas in the layout - Reduces the visual impact of a floating widget when needed ## How to Enable It - Open the Shopify Theme Editor - Go to the page template where you want the chat button - Choose **Add block** in the relevant section - Add the **HeiChat Chat Button** block and customize its style --- url: /guide/updates/2026-03-29-spin-to-win.md --- # Spin to Win: Use a Prize Wheel to Drive Engagement and Conversions > 2026-03-29 Spin to Win is an interactive marketing widget that lets visitors enter their email to spin a prize wheel, helping you capture leads, increase engagement, and support promotional conversion. ## What It Does - Displays a spin-the-wheel popup on your storefront - Lets visitors enter their email and win a discount - Supports up to 10 prize slots - Lets you configure each slot with its own label, prize type, discount code, and probability weight - Supports manual colors or automatic color generation based on your theme ## Display Rules - Can be triggered by exit intent or after a configurable delay - Supports display frequency controls such as once per session, once per day, or stop after close - Lets you exclude specific pages - Supports both popup mode and sidebar drawer mode ## Reporting - The Marketing area includes Spin to Win activity records - You can filter by email, status, and date range - You can review prize results and discount details for each event ## Why It Matters - Creates a lighter and more interactive way to engage visitors - Helps collect email leads - Adds participation and conversion potential to promotional campaigns ## How to Set It Up - Go to **Settings > Widget Settings > Feature Widgets** - Find **Spin to Win** and configure prizes and trigger rules --- url: /guide/updates/2026-03-30-exit-intent-popup.md --- # Exit Intent Popup: Recover Potential Orders Before Visitors Leave > 2026-03-30 Exit Intent Popup is a discount popup feature that appears when visitors are about to leave your store, helping reduce abandonment and recover conversion opportunities. ## What It Does - Can be triggered by exit intent, idle time, or a configurable delay - Supports discount code display - Includes an optional countdown timer to add urgency - Lets you define claim reset days - Supports display frequency controls such as once per session, once per day, or stop after close - Lets you exclude specific pages - Supports separate mobile visibility control ## Reporting - The Marketing area includes Exit Intent Popup performance tracking - You can review claim records by coupon code and date range ## Why It Matters - Gives you another chance to convert visitors before they leave - Helps reduce cart and page abandonment - Gives you more control over how and when promotional prompts appear ## How to Set It Up - Go to **Settings > Widget Settings > Feature Widgets** - Find **Exit Intent Popup** and configure the feature --- url: /guide/updates/2026-04-07-cited-references.md --- # Cited References: See Which Knowledge Powered Each AI Reply > 2026-04-07 You can now review the knowledge sources behind AI-generated replies in conversations whenever HeiChat used knowledge-based content to produce an answer. ## What It Does - Shows a reference entry point on AI replies that were grounded in knowledge content - Lets you review the list of linked knowledge sources for that reply - Distinguishes between different knowledge types such as Knowledge Base, Q\&A, Corrections, and Store Policies - Lets you open the related knowledge entry and inspect its details ## Why It Matters - Makes it easier to verify whether AI replies are based on the right knowledge - Helps you spot outdated, incomplete, or inaccurate knowledge faster - Supports continuous knowledge improvement through real conversations - Makes debugging unexpected AI responses much easier ## When This Is Useful - When you want to verify response quality - When you want to understand which knowledge entries are being used most often - When you want to improve knowledge content based on actual customer conversations --- url: /guide/updates/2026-04-07-klaviyo-integration.md --- # Klaviyo Integration: Send HeiChat Events into Your Marketing Flows > 2026-04-07 HeiChat now supports Klaviyo integration. You can sync key customer events captured by HeiChat into Klaviyo and use them as triggers in your marketing flows. ## Supported Events - Newly collected customer emails - Restock notification requests - Add-to-cart events triggered through HeiChat widgets - Pending checkout or abandoned checkout events ## Why It Matters - Brings chat-driven customer activity into your marketing automation workflow - Helps you follow up based on real customer actions - Connects storefront interaction data with your downstream email flows ## How It Works - HeiChat sends events to Klaviyo - The actual messaging behavior, timing, and audience are still defined in your Klaviyo flows ## Important Note - If you plan to use restock-related flows, make sure Catalog Sync is enabled in Klaviyo - Without it, the related product data may not match correctly ## How to Enable It - Go to **Settings > Integrations > Klaviyo** - Enter the required keys and enable the integration --- url: /guide/updates/2026-04-08-ux-improvements-carousel-cards.md --- # Widget Experience Improvements: Deferred Verification, Drawer Pre-Chat, and Carousel Product Cards > 2026-04-08 This update includes three experience improvements designed to reduce friction, improve product presentation, and give help content a clearer place in the widget flow. ## Deferred Cloudflare Turnstile Verification - Previously, verification could appear as soon as a visitor opened the chat widget - Now the challenge runs only when the visitor actually sends their first message - Shoppers can browse the welcome message and quick replies before they decide to chat This makes the first interaction feel less intrusive and keeps verification tied to a meaningful action. ## Carousel Layout for Product Cards - Product cards in the storefront chat widget now support two layouts: `Inline` and `Carousel` - `Inline` keeps cards embedded inside the AI message for a denser conversation view - `Carousel` displays cards in a standalone horizontal row, making images, pricing, and variants easier to scan - This setting only affects the storefront chat widget - The admin conversation detail page continues to use the inline layout for consistency ## Quick Help Guides Moved to the Widget Homepage - Help content that previously appeared on the pre-chat page now appears on the widget Homepage - Since the pre-chat form is now a drawer, the Homepage becomes a more natural place for help content - This gives help articles, manuals, policy content, and campaign pages a more structured entry point ## How to Configure It - Product card layout: go to **Setup > Advanced Settings > Product Recommendation** - Homepage and help content: enable Homepage under **Basic Settings > Enhance Your Experience**, then configure content under **Setup > Widget Settings > Quick Help Guides** ## When This Is Useful - When you want less friction before the first message - When you want a stronger visual layout for recommended products - When you want help content to live in a clearer part of the widget experience --- url: /guide/updates/2026-05-02-may-experience-refinements.md --- # Smarter Visibility Controls and Live Support Management > 2026-05-02 This update focuses on helping you see what customers actually see and making common setup tasks faster to manage. ## What's New - Live Support is now managed as a standalone module instead of being buried inside other settings - You can control whether the human support entry appears on specific weekdays - You can define custom working hours for special holidays - Enabled entries across Homepage, Chat Quick Buttons, and Floating Widget now support in-place preview - You can hide entries directly from those previews without opening each original settings page ## Why It Matters - Makes storefront visibility easier to review - Speeds up cleanup of unused entry points - Gives you more precise control over human support availability - Reduces missed settings and repetitive work ## Areas to Review - **Setup** - **Quick Buttons** - **Floating Widget** - **Live Support** --- url: /guide/updates/2026-05-05-shipping-protection.md --- # Shipping Protection: Add an Extra Layer of Confidence in the Cart > 2026-05-05 Shipping Protection lets you offer an order protection option directly in the cart, giving customers more confidence before checkout. ## What It Does - Adds a shipping protection option in the cart - Lets you decide whether it is checked by default when the cart is first opened - Lets you choose the protection product used for the feature - Supports multi-currency tiered pricing rules based on order value ranges - Lets you scale protection pricing for different basket sizes ## Why It Matters - Gives customers more peace of mind before purchase - Adds trust at checkout - Creates an additional cart revenue opportunity ## Configuration Tip - It is recommended to align your protection fee tiers with the variant prices of your protection product - This helps keep the storefront experience and back-office setup consistent ## How to Set It Up - Go to **Setup > Widget Settings > Feature Widgets > Shipping Protection** - Configure the product, default selection behavior, and pricing rules --- url: /guide/updates/2026-05-08-free-shipping-reminder.md --- # Free Shipping Reminder: Turn Near-Threshold Carts into Bigger Orders > 2026-05-08 Free Shipping Reminder helps you convert existing buying intent into higher order value by letting shoppers know when they are close to unlocking free shipping. ## What It Does - Supports separate rules for each currency - Lets you define both a free-shipping threshold and a reminder trigger threshold - Supports fixed-amount or percentage-based triggers - Lets you control popup frequency, mobile visibility, and popup position - Supports product recommendations inside the reminder to help shoppers reach the threshold faster - Can also appear inside HeiChat's drawer cart ## Why It Matters - Makes free shipping incentives clearer - Encourages add-ons at the right moment - Helps improve average order value - Reduces abandonment when shoppers are just below the free-shipping threshold ## How to Set It Up - Go to **Setup > Widget Settings > Feature Widgets > Free Shipping Reminder** - Configure the reminder rules and display behavior for your store --- url: /guide/updates/2026-05-14-chatbar-mode.md --- # Chatbar: Turn Your Chat Entry into a Fixed Bottom CTA > 2026-05-14 Chatbar is a new chat entry style for merchants who want a more visible chat entry point and a stronger storefront CTA. ## What It Does - Replaces the small floating bubble with a centered CTA bar fixed to the bottom of the page - Opens a larger, more immersive chat interface suited for longer shopping or support conversations - Automatically hides lower-priority entry points to keep the experience focused - Keeps high-value contact options such as email, WhatsApp, and enabled feature widgets available ## Why It Matters - Makes the chat entry much easier to notice - Turns chat into a clearer conversion-focused action - Creates a more intentional storefront communication experience ## How to Enable It - Go to **Setup > Widget Settings > Appearance > Chat Interaction Mode** - Enable Chatbar mode - Customize the Chatbar text to match your storefront CTA --- url: /guide/updates/2026-06-09-product-discount-recommendations.md --- # Product Discount Recommendations: Let AI Answer Discount Questions and Show Codes on Product Pages > 2026-06-09 Product Discount Recommendations help HeiChat respond more intelligently when shoppers ask about discounts, deals, or available promo codes for a product. ## What It Does - After you bind supported discount codes to Shopify products, HeiChat can use those matches to answer discount-related product questions more accurately during chat - You can add the **HeiChat Product Discounts** app block in the Shopify theme editor, so shoppers can see available discount codes directly on product pages and copy them easily - This creates a smoother path from discount discovery to purchase, both inside AI conversations and on the storefront itself ## Current Support - Currently supports two Shopify discount code types: **Discount Code Basic** and **Discount Code Free Shipping** ## Where to Configure It - Go to **Setup > Advanced Settings > Product Discount Recommendations** --- url: /guide/updates/2026-09-04-product-faq-order-status-blocks.md --- # Product FAQ and Order Status Page Blocks **Release date: September 4, 2026** Two new HeiChat experiences are now available as Shopify theme **App blocks**. They are not automatically shown just by enabling a setting in HeiChat: add the relevant block in the Shopify Theme Editor before shoppers can use it. Together, these blocks make important self-service experiences part of your storefront instead of leaving them only inside the chat bubble. Product FAQ helps shoppers make a purchase decision while they are evaluating a product. Order Status Page gives existing customers a clear destination for delivery and tracking questions. Both can reduce repetitive support contacts while keeping HeiChat available for the questions that need a conversation. ## Product FAQ block The **HeiChat Product FAQ** block adds AI-generated, product-specific FAQ questions and highlights directly to a product page. Shoppers can select a question to open a live HeiChat conversation with that question already filled in. Unlike a generic FAQ section, the content is generated from the individual product's available information, such as its title, description, and variants. This makes the block especially useful for questions that otherwise slow down a purchase: materials, sizing, compatibility, care instructions, product differences, and other product-specific details. The answer opens in live chat, so it can use current store information rather than relying on a static answer that may become outdated. ### Why it matters - **Give shoppers answers at the decision point.** The FAQ appears where customers are already comparing a product, without asking them to search a help center or start with a blank chat. - **Turn common questions into guided conversations.** Selecting a question gives HeiChat immediate context, making the next response more focused and useful. - **Improve product-page depth at scale.** The block adds genuine question-and-answer content to product pages. This can make the page more useful to shoppers and more informative for search or AI crawlers, although indexing and ranking are always controlled by the relevant platform. - **Support multilingual storefronts.** Choose the languages that matter to your store, then review and manage generated content from Learned Products. To publish it: 1. In HeiChat, enable **Product FAQ** in `Setup > Widget Settings > Feature Widgets` and select the languages to generate. 2. Open Shopify **Theme Editor** and open a product-page template. 3. In **Product information**, select **Add block > Apps > HeiChat Product FAQ**. 4. Move the block to the desired location and save the template. The block is required. Enabling Product FAQ alone prepares generation, but does not add FAQ content to the storefront. After launch, review generated FAQ under **Setup > Learned Products > Generated FAQ**. You can edit live questions directly, inspect generation history and token usage, or regenerate the source language when a product needs better source information. Other selected languages update from the source language in the background. ## Order Status Page block The **HeiChat Order Status** block creates a dedicated order-tracking experience on a Shopify page. Shoppers can look up an order using their order number and email address or phone number, then review order, payment, fulfillment, shipping, and tracking information. It gives customers a clear self-service route for the most frequent post-purchase question: “Where is my order?” Instead of requiring them to open the chat widget or contact your team for a status check, you can link this page from navigation, order-confirmation emails, or shipping communications. The page can also include a **Still need help? Chat with us** action for customers whose issue needs more than order data. ![Track your order block](/images/updates/2026-09-04-track-your-order.png) ### Why it matters - **Reduce repetitive order-status contacts.** Customers can check order and tracking information themselves, at any time. - **Create a shareable support destination.** A dedicated page is easier to link from emails, account areas, and site navigation than an instruction to “open the chat bubble.” - **Keep escalations in context.** Customers who still need help can move from the order-status experience into chat after reviewing the order information. - **Improve the post-purchase experience.** Clear visibility into fulfillment and tracking can reduce uncertainty without requiring a manual support reply. To publish it: 1. Make sure the HeiChat app embed is enabled in **Online Store > Themes > Customize > App embeds**. 2. Create or open the Shopify page that will host order tracking. 3. In Shopify **Theme Editor**, select that page template. 4. Choose **Add section/block > Apps > HeiChat Order Status**. 5. Configure its copy and appearance, then save and publish. The Order Status Page is also a theme **App block**. It does not appear as a standalone page until you add the block to a Shopify page template. The Order Status Page and the Order Search Widget are complementary. Use the widget for a lightweight entry across the store; use this App block when you want a dedicated, linkable order-tracking page. You can use both. On a page that contains the Order Status block, HeiChat's floating launcher is hidden so the page remains focused on order lookup. Both features require **Pro Plus or above**. --- url: /guide/updates/index.md --- # Updates Overview ## Updates ### [2026-09-04 Product FAQ & Order Status Blocks](/guide/updates/2026-09-04-product-faq-order-status-blocks.md) - [Product FAQ block](/guide/updates/2026-09-04-product-faq-order-status-blocks.md#product-faq-block) - [Order Status Page block](/guide/updates/2026-09-04-product-faq-order-status-blocks.md#order-status-page-block) ### [2026-06-09 Product Discount Recommendations](/guide/updates/2026-06-09-product-discount-recommendations.md) - [What It Does](/guide/updates/2026-06-09-product-discount-recommendations.md#what-it-does) - [Current Support](/guide/updates/2026-06-09-product-discount-recommendations.md#current-support) - [Where to Configure It](/guide/updates/2026-06-09-product-discount-recommendations.md#where-to-configure-it) ### [2026-05-14 Chatbar Mode](/guide/updates/2026-05-14-chatbar-mode.md) - [What It Does](/guide/updates/2026-05-14-chatbar-mode.md#what-it-does) - [Why It Matters](/guide/updates/2026-05-14-chatbar-mode.md#why-it-matters) - [How to Enable It](/guide/updates/2026-05-14-chatbar-mode.md#how-to-enable-it) ### [2026-05-08 Free Shipping Reminder](/guide/updates/2026-05-08-free-shipping-reminder.md) - [What It Does](/guide/updates/2026-05-08-free-shipping-reminder.md#what-it-does) - [Why It Matters](/guide/updates/2026-05-08-free-shipping-reminder.md#why-it-matters) - [How to Set It Up](/guide/updates/2026-05-08-free-shipping-reminder.md#how-to-set-it-up) ### [2026-05-05 Shipping Protection](/guide/updates/2026-05-05-shipping-protection.md) - [What It Does](/guide/updates/2026-05-05-shipping-protection.md#what-it-does) - [Why It Matters](/guide/updates/2026-05-05-shipping-protection.md#why-it-matters) - [Configuration Tip](/guide/updates/2026-05-05-shipping-protection.md#configuration-tip) - [How to Set It Up](/guide/updates/2026-05-05-shipping-protection.md#how-to-set-it-up) ### [2026-05-02 Visibility & Live Support Refinements](/guide/updates/2026-05-02-may-experience-refinements.md) - [What's New](/guide/updates/2026-05-02-may-experience-refinements.md#whats-new) - [Why It Matters](/guide/updates/2026-05-02-may-experience-refinements.md#why-it-matters) - [Areas to Review](/guide/updates/2026-05-02-may-experience-refinements.md#areas-to-review) ### [2026-04-08 Widget Experience Improvements](/guide/updates/2026-04-08-ux-improvements-carousel-cards.md) - [Deferred Cloudflare Turnstile Verification](/guide/updates/2026-04-08-ux-improvements-carousel-cards.md#deferred-cloudflare-turnstile-verification) - [Carousel Layout for Product Cards](/guide/updates/2026-04-08-ux-improvements-carousel-cards.md#carousel-layout-for-product-cards) - [Quick Help Guides Moved to the Widget Homepage](/guide/updates/2026-04-08-ux-improvements-carousel-cards.md#quick-help-guides-moved-to-the-widget-homepage) - [How to Configure It](/guide/updates/2026-04-08-ux-improvements-carousel-cards.md#how-to-configure-it) - [When This Is Useful](/guide/updates/2026-04-08-ux-improvements-carousel-cards.md#when-this-is-useful) ### [2026-04-07 Klaviyo Integration](/guide/updates/2026-04-07-klaviyo-integration.md) - [Supported Events](/guide/updates/2026-04-07-klaviyo-integration.md#supported-events) - [Why It Matters](/guide/updates/2026-04-07-klaviyo-integration.md#why-it-matters) - [How It Works](/guide/updates/2026-04-07-klaviyo-integration.md#how-it-works) - [Important Note](/guide/updates/2026-04-07-klaviyo-integration.md#important-note) - [How to Enable It](/guide/updates/2026-04-07-klaviyo-integration.md#how-to-enable-it) ### [2026-04-07 Cited References](/guide/updates/2026-04-07-cited-references.md) - [What It Does](/guide/updates/2026-04-07-cited-references.md#what-it-does) - [Why It Matters](/guide/updates/2026-04-07-cited-references.md#why-it-matters) - [When This Is Useful](/guide/updates/2026-04-07-cited-references.md#when-this-is-useful) ### [2026-03-30 Exit Intent Popup](/guide/updates/2026-03-30-exit-intent-popup.md) - [What It Does](/guide/updates/2026-03-30-exit-intent-popup.md#what-it-does) - [Reporting](/guide/updates/2026-03-30-exit-intent-popup.md#reporting) - [Why It Matters](/guide/updates/2026-03-30-exit-intent-popup.md#why-it-matters) - [How to Set It Up](/guide/updates/2026-03-30-exit-intent-popup.md#how-to-set-it-up) ### [2026-03-29 Spin to Win](/guide/updates/2026-03-29-spin-to-win.md) - [What It Does](/guide/updates/2026-03-29-spin-to-win.md#what-it-does) - [Display Rules](/guide/updates/2026-03-29-spin-to-win.md#display-rules) - [Reporting](/guide/updates/2026-03-29-spin-to-win.md#reporting) - [Why It Matters](/guide/updates/2026-03-29-spin-to-win.md#why-it-matters) - [How to Set It Up](/guide/updates/2026-03-29-spin-to-win.md#how-to-set-it-up) ### [2026-03-26 Chat Button Block](/guide/updates/2026-03-26-chat-button-block.md) - [What It Does](/guide/updates/2026-03-26-chat-button-block.md#what-it-does) - [What You Can Customize](/guide/updates/2026-03-26-chat-button-block.md#what-you-can-customize) - [Why It Matters](/guide/updates/2026-03-26-chat-button-block.md#why-it-matters) - [How to Enable It](/guide/updates/2026-03-26-chat-button-block.md#how-to-enable-it) ### [2026-03-21 Restock Notifications](/guide/updates/2026-03-21-restock-notification.md) - [What It Does](/guide/updates/2026-03-21-restock-notification.md#what-it-does) - [Why It Matters](/guide/updates/2026-03-21-restock-notification.md#why-it-matters) - [How to Enable It](/guide/updates/2026-03-21-restock-notification.md#how-to-enable-it) ### [2026-03-16 AI Knowledge Gap Detection](/guide/updates/2026-03-16-ai-knowledge-gap-detection.md) - [Automatic Detection](/guide/updates/2026-03-16-ai-knowledge-gap-detection.md#automatic-detection) - [Prioritized by Real Customer Impact](/guide/updates/2026-03-16-ai-knowledge-gap-detection.md#prioritized-by-real-customer-impact) - [Add Missing Knowledge in One Click](/guide/updates/2026-03-16-ai-knowledge-gap-detection.md#add-missing-knowledge-in-one-click) - [Why It Matters](/guide/updates/2026-03-16-ai-knowledge-gap-detection.md#why-it-matters) ### [2026-02-02 Email Integration](/guide/updates/2026-02-02-email-integration.md) - [🔍 The Challenge](/guide/updates/2026-02-02-email-integration.md#-the-challenge) - [✨ The Solution](/guide/updates/2026-02-02-email-integration.md#-the-solution) - [💼 Business Impact](/guide/updates/2026-02-02-email-integration.md#-business-impact) - [📋 Setup Requirements](/guide/updates/2026-02-02-email-integration.md#-setup-requirements) - [💬 Need Help?](/guide/updates/2026-02-02-email-integration.md#-need-help) ### [2026-01-28 Product Video Popups](/guide/updates/2026-01-28-product-video-popups.md) - [Key Features](/guide/updates/2026-01-28-product-video-popups.md#key-features) - [Why This Matters](/guide/updates/2026-01-28-product-video-popups.md#why-this-matters) ### [2026-01-16 Chat Font Size Customization](/guide/updates/2026-01-16-chat-font-size-customization.md) - [What You Can Customize](/guide/updates/2026-01-16-chat-font-size-customization.md#what-you-can-customize) - [Why This Matters](/guide/updates/2026-01-16-chat-font-size-customization.md#why-this-matters) ### [2026-01-12 Social Media Channels Expansion](/guide/updates/2026-01-12-social-media-channels-expansion.md) - [Newly Supported Platforms](/guide/updates/2026-01-12-social-media-channels-expansion.md#newly-supported-platforms) - [Why This Matters](/guide/updates/2026-01-12-social-media-channels-expansion.md#why-this-matters) ### [2026-01-12 Feedback Widget GA](/guide/updates/2026-01-12-feedback-widget-ga.md) - [What You Get](/guide/updates/2026-01-12-feedback-widget-ga.md#what-you-get) ### [2025-12-12 Messenger Integration](/guide/updates/2025-12-12-messenger-integration.md) - [Key Benefits](/guide/updates/2025-12-12-messenger-integration.md#key-benefits) ### [2025-11-30 Conversation Management Upgrade](/guide/updates/2025-11-30-conversation-management-upgrade.md) - [New Features](/guide/updates/2025-11-30-conversation-management-upgrade.md#new-features) ### [2025-11-16 Advanced AI Configuration](/guide/updates/2025-11-16-ai-configuration-advanced.md) - [Configuration Options](/guide/updates/2025-11-16-ai-configuration-advanced.md#configuration-options) ### [2025-11-10 Built for Shopify Badge](/guide/updates/2025-11-10-built-for-shopify.md) - [What This Means for You](/guide/updates/2025-11-10-built-for-shopify.md#what-this-means-for-you) ### [2025-11-06 Dashboard Redesign](/guide/updates/2025-11-06-dashboard-redesign-widget-monitor.md) - [New Features](/guide/updates/2025-11-06-dashboard-redesign-widget-monitor.md#new-features) - [Key Benefits](/guide/updates/2025-11-06-dashboard-redesign-widget-monitor.md#key-benefits) ### [2025-11-01 AI Translation for Live Chat](/guide/updates/2025-11-01-ai-translation-live-chat.md) - [Powerful Translation Features](/guide/updates/2025-11-01-ai-translation-live-chat.md#powerful-translation-features) - [Key Benefits](/guide/updates/2025-11-01-ai-translation-live-chat.md#key-benefits) - [Perfect For](/guide/updates/2025-11-01-ai-translation-live-chat.md#perfect-for) ### [2025-10-30 Feedback Widget Beta](/guide/updates/2025-10-30-feedback-widget-beta.md) - [What Makes It Special](/guide/updates/2025-10-30-feedback-widget-beta.md#what-makes-it-special) - [Key Differences from Support Tickets](/guide/updates/2025-10-30-feedback-widget-beta.md#key-differences-from-support-tickets) - [Why This Matters](/guide/updates/2025-10-30-feedback-widget-beta.md#why-this-matters) ### [2025-10-25 Widget Visibility Rules](/guide/updates/2025-10-25-widget-visibility-rules.md) - [What You Can Do](/guide/updates/2025-10-25-widget-visibility-rules.md#what-you-can-do) - [Key Benefits](/guide/updates/2025-10-25-widget-visibility-rules.md#key-benefits) ### [2025-10-17 Language & Response Modes](/guide/updates/2025-10-17-language-and-response-modes.md) - [1. Auto-Translation Toggle: You're in Control!](/guide/updates/2025-10-17-language-and-response-modes.md#1-auto-translation-toggle-youre-in-control) - [2. AI Output Mode: Choose Your Interaction Style!](/guide/updates/2025-10-17-language-and-response-modes.md#2-ai-output-mode-choose-your-interaction-style) ### [2025-09-03 Custom Conversation Tags](/guide/updates/2025-09-03-custom-conversation-tags.md) - [How It Works](/guide/updates/2025-09-03-custom-conversation-tags.md#how-it-works) - [Perfect For](/guide/updates/2025-09-03-custom-conversation-tags.md#perfect-for) - [Business Benefits](/guide/updates/2025-09-03-custom-conversation-tags.md#business-benefits) ### [2025-08-16 Related Products Card](/guide/updates/2025-08-16-related-products-card.md) - [New Feature](/guide/updates/2025-08-16-related-products-card.md#new-feature) - [Key Benefits](/guide/updates/2025-08-16-related-products-card.md#key-benefits) ### [2025-07-23 Conversation Sorting Update](/guide/updates/2025-07-23-conversation-sorting-update.md) - [New Feature](/guide/updates/2025-07-23-conversation-sorting-update.md#new-feature) - [Key Benefits](/guide/updates/2025-07-23-conversation-sorting-update.md#key-benefits) ### [2025-06-23 Global AI Translation](/guide/updates/2025-06-23-global-reach.md) - [Key Benefits](/guide/updates/2025-06-23-global-reach.md#key-benefits) ### [2025-06-18 MetaFields & Shipping Protection](/guide/updates/2025-06-18-metafields-shipping.md) - [Smarter Communication with Custom Order MetaFields](/guide/updates/2025-06-18-metafields-shipping.md#smarter-communication-with-custom-order-metafields) - [Integrated Shipping Protection in Cart Widget](/guide/updates/2025-06-18-metafields-shipping.md#integrated-shipping-protection-in-cart-widget) ### [2025-05-13 Sales Activity Popup](/guide/updates/2025-05-13-sales-activity-popup.md) - [Display Real-Time Activity](/guide/updates/2025-05-13-sales-activity-popup.md#display-real-time-activity) - [Key Features](/guide/updates/2025-05-13-sales-activity-popup.md#key-features) - [Benefits](/guide/updates/2025-05-13-sales-activity-popup.md#benefits) ### [2025-05-07 Webhook Integration](/guide/updates/2025-05-07-webhook-integration.md) - [Available Events](/guide/updates/2025-05-07-webhook-integration.md#available-events) - [Perfect For](/guide/updates/2025-05-07-webhook-integration.md#perfect-for) - [Easy Integration with Popular Platforms](/guide/updates/2025-05-07-webhook-integration.md#easy-integration-with-popular-platforms) ### [2025-04-03 Visual Workflow Builder](/guide/updates/2025-04-03-visual-workflow.md) - [Why We Built It](/guide/updates/2025-04-03-visual-workflow.md#why-we-built-it) - [Key Features](/guide/updates/2025-04-03-visual-workflow.md#key-features) ### [2025-03-30 Flexible Widget Integration](/guide/updates/2025-03-30-float-widget-quick-button.md) - [New Features](/guide/updates/2025-03-30-float-widget-quick-button.md#new-features) - [Enhanced Widgets Include](/guide/updates/2025-03-30-float-widget-quick-button.md#enhanced-widgets-include) ### [2025-03-16 Drawer Cart](/guide/updates/2025-03-16-drawer-cart-release.md) - [What Makes It Special](/guide/updates/2025-03-16-drawer-cart-release.md#what-makes-it-special) ### [2025-03-09 Interactive Product Cards 2.0](/guide/updates/2025-03-09-product-cards-2.0.md) - [New Features](/guide/updates/2025-03-09-product-cards-2.0.md#new-features) ### [2025-03-07 VTober SEO Content Generator](/guide/updates/2025-03-07-vtober-app-aff.md) - [Key Features](/guide/updates/2025-03-07-vtober-app-aff.md#key-features) ### [2025-03-01 Bestseller Promo Cards](/guide/updates/2025-03-01-bestseller-promo-cards.md) - [Key Benefits](/guide/updates/2025-03-01-bestseller-promo-cards.md#key-benefits) ### [2025-02-25 AI Security Protection](/guide/updates/2025-02-25-ai-security-cloudflare.md) - [Key Features](/guide/updates/2025-02-25-ai-security-cloudflare.md#key-features) ### [2025-02-09 New Widget Release](/guide/updates/2025-02-09-float-widget-release.md) - [New Features](/guide/updates/2025-02-09-float-widget-release.md#new-features) ### [2025-02-05 Pre-chat Form & Knowledge Base Updates](/guide/updates/2025-02-05-prechat-widget-knowledge-updates.md) - [Key Updates](/guide/updates/2025-02-05-prechat-widget-knowledge-updates.md#key-updates) ### [2024-12-30 New Year Token Sale](/guide/updates/2024-12-30-token-mega-sale.md) - [Special Bonus Tiers](/guide/updates/2024-12-30-token-mega-sale.md#special-bonus-tiers) ### [2024-12-19 5000+ Merchants Milestone](/guide/updates/2024-12-19-milestonee.md) ### [2024-12-16 Photoniex AI Product Photography](/guide/updates/2024-12-16-photoniex-app-aff.md) - [Game-Changing Features](/guide/updates/2024-12-16-photoniex-app-aff.md#game-changing-features) ### [2024-11-10 HeiChat Mobile Release](/guide/updates/2024-11-10-heichat-mobile-release.md) - [Key Features](/guide/updates/2024-11-10-heichat-mobile-release.md#key-features) - [Never Miss a Message! Get instant alerts for:](/guide/updates/2024-11-10-heichat-mobile-release.md#never-miss-a-message-get-instant-alerts-for) ### [2024-11-05 Claude 3.5 Haiku Integration](/guide/updates/2024-11-05-add-claude-haiku-3.5.md) ### [2024-10-31 AI Ticket Creation](/guide/updates/2024-10-31-ai-ticket-release.md) ### [2024-10-28 Quick Help Guides](/guide/updates/2024-10-28-quick-help-guides.md) ### [2024-07-26 Llama 3.1 Integration](/guide/updates/2024-07-26-add-llama-3.1.md) - [Key Benefits for Your Store](/guide/updates/2024-07-26-add-llama-3.1.md#key-benefits-for-your-store) ### [2024-06-25 Talk to Human Feature](/guide/updates/2024-06-25-talk-to-human-release.md) - [How It Works](/guide/updates/2024-06-25-talk-to-human-release.md#how-it-works) ### [2024-05-08 GPT-4 as Default Model](/guide/updates/2024-05-08-default-openai-gpt4.md) - [Our Findings](/guide/updates/2024-05-08-default-openai-gpt4.md#our-findings) ### [2024-03-12 Claude 3 Sonnet Integration](/guide/updates/2024-03-12-add-claude-sonnet-3.md) - [What Makes Claude 3 Sonnet Stand Out](/guide/updates/2024-03-12-add-claude-sonnet-3.md#what-makes-claude-3-sonnet-stand-out) ### [2024-02-28 WhatsApp Integration](/guide/updates/2024-02-28-whatsapp-integration.md) - [Key Benefits](/guide/updates/2024-02-28-whatsapp-integration.md#key-benefits) ### [2024-02-20 Budget-Based Recommendations](/guide/updates/2024-02-20-budget-based-recommend.md) - [How It Works](/guide/updates/2024-02-20-budget-based-recommend.md#how-it-works) ### [2024-02-01 Pre-chat Form Release](/guide/updates/2024-02-01-prechat-release.md) - [Key Benefits](/guide/updates/2024-02-01-prechat-release.md#key-benefits) --- url: /guide/user-guide/conversation/all-conversations.md --- # All Conversations `Conversations > All Conversations` is the main operating queue for chats handled by HeiChat across channels. ## What you can see at a glance Each row helps your team quickly judge whether a conversation needs attention. Key fields: - Online status - Guest name - Contact information - Status - Tags - Created time Tags are especially useful because they expose themes such as sales leads, policy questions, order checks, tickets, conversions, and human intervention. ## Filters your team should actually use Useful filters include: - Data source - Sort order - Email - Creation date range - Online status - Read status - Reply status - Control status - Archive status - Close status - Tags - Custom tags on supported plans These filters matter because All Conversations becomes noisy very quickly once traffic grows. ## Understanding the conversation lifecycle HeiChat can close conversations after long inactivity. For a limited period, the shopper may continue the same thread instead of starting from scratch. Operationally, this affects: - Whether an existing conversation keeps its history - Whether reporting stays attached to the original thread - Whether your queue shows the case as still active ## What you can do inside the detail view ### In Messages Your team can: - Translate customer messages - Correct poor AI answers - Send email if SMTP is configured and the customer has an email address - View the knowledge references behind an AI answer ### Live chat takeover If your plan supports it, `Go Live Chat` hands control to a human agent. When used: - The AI stops leading the conversation - The manual reply box becomes active - Translation can help the agent respond across languages - The email button is below the message box, beside the Human/AI switch. When it is enabled and the customer has an email address, the reply is also sent by email. ### Other tabs - `Ticket` links the case to support tickets - `Detail` shows customer and session metadata - `Email` shows sent emails - `Orders` shows attributed orders. An order is attributed when the shopper interacted with AI and purchases within 30 days. ### Conversation actions Use **Block** for abusive visitors and **Archive** to remove a thread from the default queue without losing it. **Close** is different: it manually ends the thread, so the shopper cannot continue that conversation from the storefront. They must start a new conversation, without the previous thread context. ## A practical working pattern 1. Use filters to reduce the list to the team or case type you need. 2. Open the conversation detail and inspect the messages first. 3. Correct weak AI behavior when possible instead of only fixing the case manually. 4. Switch to live chat only when human judgment is truly needed. --- url: /guide/user-guide/conversation/archived.md --- # Archived `Conversations > Archived` is the history view for conversations that are no longer part of the active queue. ## Why this tab exists Archive is useful when you want to: - Keep the active queue clean - Review past chats without disturbing live work - Look up context when a returning customer appears again ## What you can review The Archived list keeps the same conversation structure as the main queue, including: - Guest and contact details - Status - Tags - Created time Opening a record gives you the same detail view with messages, tickets, metadata, email history, and attributed orders. An order is attributed when the shopper interacted with AI and then purchases within 30 days. The detail view also supports **Close**: closing a conversation prevents the shopper from continuing that storefront thread; they must begin a new one without its previous context. ## How archiving behaves Typical behavior: - Your team can archive finished conversations manually. - The main queue usually hides archived items by default. - If the shopper sends a new message later, the conversation can become active again automatically. That last point matters because archived does not mean deleted. It only means out of the active working list until there is new activity. ## Good uses for this tab - QA reviews - Agent training - Historical context lookup - Cleaning the active queue without losing records --- url: /guide/user-guide/conversation/email-records.md --- # Email Records `Conversations > Email Records` shows every email sent from HeiChat conversations after SMTP integration is enabled. ## When records appear here This tab only becomes useful when both conditions are true: - SMTP email integration is configured - Your team has actually sent emails from conversation details ## What the list shows Common fields include: - Recipient email - Read status - Content preview - Sent time - Read time - A link back to the related conversation ## Useful filters Your team can usually filter by: - Send time - Read status - Recipient email These filters are helpful when someone asks: - Did we email this customer? - Has the customer opened the follow-up? - What exactly did we send? ## When to open a record Open the email record when you need the full content instead of the truncated list preview. This is especially useful for: - Auditing customer communication - Confirming that the wording was correct - Matching the email to the surrounding chat context ## Recommended workflow 1. Find the message by recipient or time. 2. Open the full email content if needed. 3. Jump back to the conversation for the full case history. --- url: /guide/user-guide/conversation/human-handoff.md --- # Human Handoff `Conversations > Human Handoff` is the live queue for conversations currently handled by human agents. ## When this tab matters Use this tab when: - A shopper requested a real person - An agent already took over the chat - Team leads need to monitor active manual support Because these conversations are usually time-sensitive, this tab isolates them from the larger All Conversations queue. ## What appears here The list uses the same core columns as All Conversations, but only for human-controlled sessions. You can typically review: - Online status - Guest name - Contact details - Status - Tags - Created time The tab can also surface: - A count badge - A `New` indicator - Notification sounds for new live cases ## A practical working rhythm 1. Keep this tab open for agents or support leads during business hours. 2. Prioritize online visitors first. 3. Open the conversation detail to review context before replying. 4. Use translation when the shopper and agent do not share a language. ## Inside the detail view The same conversation detail tabs are available here: - Messages - Ticket - Detail - Email - Orders Agents can still block, archive, translate, send email, and review context from the same view. Orders in this view use the same 30-day AI attribution rule. If you use **Close**, the shopper can no longer continue the current storefront thread and must start a new conversation. --- url: /guide/user-guide/conversation/index.md --- # Conversation The Conversation section is where your team handles live chats, takes over complex cases, reviews history, and checks email follow-up from the same workflow. ## Recommended page order 1. [All Conversations](/guide/user-guide/conversation/all-conversations.md) 2. [Human Handoff](/guide/user-guide/conversation/human-handoff.md) 3. [Archived](/guide/user-guide/conversation/archived.md) 4. [Email Records](/guide/user-guide/conversation/email-records.md) ## What each page is for - `All Conversations` is the main queue for day-to-day chat handling. - `Human Handoff` keeps active agent-owned conversations easy to spot. - `Archived` is the history view for review, QA, and returning cases. - `Email Records` helps you confirm follow-up that continued outside live chat. ## Shared detail view No matter which list you open from, the conversation detail view usually includes: - Messages - Ticket - Detail - Email - Orders Common actions include translation, answer correction, email follow-up, reference lookup, blocking, and archiving. Treat these four pages as separate queues with different purposes, not as one oversized inbox. --- url: /guide/user-guide/heichat.md --- # HeiChat HeiChat is a Shopify-native AI assistant built to handle support, guided selling, and operational follow-up in one place. Instead of acting like a generic chat widget, it learns your products, store policies, and order context so it can answer real storefront questions. ## What HeiChat helps you do - Answer common pre-sale and post-sale questions around the clock. - Recommend products during live conversations instead of only replying to support requests. - Collect leads, create tickets, and hand off complex cases to human agents. - Connect Shopify conversations with tools such as email, Klaviyo, webhooks, WhatsApp, and Messenger on supported plans. ## Why the Shopify context matters HeiChat works best because it is tied to your store data: - It learns product information, including pricing, availability, and variants. - It uses store policies for shipping, refunds, privacy, and other service questions. - It can work with order details and custom order metafields on advanced plans. That means the quality of your answers depends less on generic prompts and more on how well your store is configured in Setup. ## Dashboard: your first health check Open `Shopify Admin > Apps > HeiChat` to review the dashboard before changing anything else. The dashboard gives you a view of: - AI-generated sales - Support tickets created by AI - Leads collected - Unique visitors who interacted with HeiChat - Conversations handled - AI messages sent ### How AI-generated sales are attributed HeiChat counts an order as AI-attributed when a shopper has interacted with the AI and places an order within **30 days**. This gives you a consistent way to connect AI conversations, including product recommendations, to later purchases. It is an attribution signal for measuring AI-assisted revenue, not proof that a single message was the only reason for the purchase. The top of the page also tells you whether the widget is active on your storefront theme. If activation is off, customers will not see HeiChat even if everything else is configured correctly. ## Subscription and usage summary At the bottom of the dashboard you can quickly verify: - Your current plan - The next billing date - Current cycle token usage - Extra token usage This is the fastest place to confirm whether a traffic spike, a campaign, or a configuration change is affecting usage as expected. ## When merchants usually start here - Right after installation, to confirm the widget is active. - After changing plans or buying add-ons, to watch usage and limits. - After major promotions, to compare sales, leads, and conversations. - During weekly or monthly reviews, to see whether AI is reducing workload and creating revenue. ## Recommended next step After reviewing the dashboard, continue to [Setup](/guide/user-guide/setup.md) and complete the core configuration before evaluating conversation quality. --- url: /guide/user-guide/index.md --- # User Guide Use this guide to set up HeiChat, manage daily conversations, and keep support, marketing, and plan settings organized as your store grows. A practical reading order for most teams is: 1. [HeiChat](/guide/user-guide/heichat.md) to understand what HeiChat does and what to check on the dashboard first. 2. [Setup](/guide/user-guide/setup.md) to configure the storefront experience, knowledge sources, AI model, and integrations. 3. [Conversation](/guide/user-guide/conversation.md) to work through the main chat queues and follow-up views. 4. [Ticket](/guide/user-guide/ticket.md) to handle support issues and back-in-stock demand that need a separate workflow. 5. [Marketing](/guide/user-guide/marketing.md) to review storefront campaign performance and claimed offers. 6. [Membership](/guide/user-guide/membership.md) to compare plans, capacity, and add-ons. --- url: /guide/user-guide/marketing/exit-intent-popup.md --- # Exit Intent Popup `Marketing > Exit Intent Popup` tracks the events created by your exit intent discount campaign. ## What this tab is for Use it to understand: - Which pages trigger the popup - Which discount codes are being claimed - Whether email capture is working when required - How well the popup is recovering leaving visitors ## What the list shows Typical fields include: - Email - Coupon code - Status - Page URL - Claimed time - Created time - Ordered status If email is not required in the popup, the email field may remain empty. ## Filters that matter Useful filters include: - Email - Ordered status - Coupon code - Date range These help answer both campaign questions and customer-service questions about a specific claimed offer. ## How to review this page Open an event to review its full details. When an interaction led to a purchase, the record can include converted orders, their value and items, and a link to the Shopify order. Use it to check: - How many offers were claimed in a period - Which coupons are performing - Which page URLs generate the most recoveries ## Operating pattern 1. Review claim volume by campaign period. 2. Compare coupon performance. 3. Identify high-performing page URLs. 4. Use Ordered to distinguish claims from conversions, then adjust popup timing, discount level, or page targeting for the next round. --- url: /guide/user-guide/marketing/index.md --- # Marketing The Marketing section helps you review how HeiChat's storefront campaigns are performing and what visitors actually claimed or submitted. ## Recommended page order 1. [Leads](/guide/user-guide/marketing/leads.md) 2. Product Quiz 3. [Spin to Win](/guide/user-guide/marketing/spin-to-win.md) 4. [Exit Intent Popup](/guide/user-guide/marketing/exit-intent-popup.md) ## What each page helps you track - `Spin to Win` focuses on participation, prizes, and lead capture. - `Exit Intent Popup` shows whether leaving visitors are claiming offers or staying engaged. - `Leads` shows potential customers collected from HeiChat customer conversations and other features. For marketing attribution, an order is connected to the marketing widget when the visitor interacted with that widget and later completes a purchase. Use this as a campaign-performance signal alongside lead and claim volume. These pages are most useful when your team reviews results regularly and keeps tuning campaign settings. --- url: /guide/user-guide/marketing/leads.md --- # Leads `Marketing > Leads` lets you review captured leads and their details. :::info Note Information in Leads is recorded when the system first captures the customer's details. Because the conversation detail page collects related information again when a conversation is created, some fields, such as source or device, may differ between the two pages. ::: ## What this page helps you answer Use it to understand: - Which leads were captured recently - Which leads left an email address and which did not - Which source titles or landing pages are generating leads - When a specific lead was created - Whether a lead later became part of a conversation - What information was captured through the pre-chat form ## What the list shows Typical fields include: - Name - Email - Source - Created at The list also includes an "Open in new page" entry so you can inspect a single lead in more detail. ## What each list field means - Name: The lead's name. This usually comes from what the customer entered. If no name was provided, the system shows a default value such as `guest#id`. - Email: The lead's email address. This is useful for quickly judging whether the lead can be followed up later. - Source: The lead source information. The system shows the source title first, and falls back to the source page when the title is unavailable. - Created at: When the lead was created. In the list, this is usually shown as relative time, such as "a few minutes ago". - Open: Opens the current lead in a new page for a closer check. ## Filters that matter The most useful filters are: - Creation Date Range - Email - Has Email - Sort Order In practice: - `Has Email` supports all, has email, and no email, making it easy to separate reachable leads from leads without contact details. - `Sort Order` currently sorts by created time in ascending or descending order, which is useful when checking the newest leads or reviewing historical data. - `Email` is useful when you need to find a specific customer or answer questions such as "Did I already leave my contact information before?" ## What to inspect in lead detail The detail page is useful when you need more complete information, such as: - Name - Email - Phone - Source Title - Device - User Agent - Landing page - Conversation Count - Created at - Pre-chat Name - Pre-chat Email - Pre-chat Phone ## What each detail field means - Name: The lead's name. You can edit it directly if it needs correction. - Email: The lead's email address. You can edit it directly if it needs correction. - Phone: The lead's phone number. You can edit it directly if it needs correction. - Source Title: The source title. This is usually easier to recognize than a URL when identifying the source page, source module, or campaign. - Device: Browser and operating system information parsed from the user agent, useful for understanding the environment where the lead was created. - User Agent: The original client identifier string, useful for lower-level technical investigation. - Landing page: The page URL where the lead was created. You can open it directly for review. - Conversation Count: The number of conversations associated with this lead. If it is greater than 0, the lead has usually already entered an actual conversation. - Created at: The exact time when the lead was created. - Pre-chat Name: The name entered in the pre-chat form. - Pre-chat Email: The email entered in the pre-chat form. - Pre-chat Phone: The phone number entered in the pre-chat form. Pre-chat fields only appear when the lead actually contains pre-chat form data. ## Operating pattern 1. Filter to the recent period with `Creation Date Range`. 2. Use `Has Email` to separate leads that can be contacted later. 3. Combine `Source`, `Source Title`, and `Landing page` to identify where high-quality leads are coming from. 4. Open the detail page to verify contact details, device information, and pre-chat form data. 5. If `Conversation Count` is greater than 0, continue into the related conversation for more context. --- url: /guide/user-guide/marketing/spin-to-win.md --- # Spin to Win `Marketing > Spin to Win` tracks the events created by your spin-the-wheel campaign. ## What this tab helps you answer Use it to understand: - Who played the wheel - Whether they subscribed - Which prize was awarded - Which discount code was issued - Which pages generated engagement ## What the list shows Typical fields include: - Email - Subscribed status - Page URL - Played time - Created time - Ordered status This lets your team compare when the widget was shown versus when the visitor actually engaged with it. ## Filters that matter Common filters include: - Email - Played time range - Ordered status These filters are useful for both campaign analysis and customer support questions such as lost code follow-up. ## What to inspect in the event detail Open an event when you need the complete prize record, including: - Prize name - Prize type - Coupon code - Subscription state - Locale - Page URL - Played and created timestamps - Whether the event produced an attributed order, plus related order details when available ## Operating pattern 1. Check participation and subscription rates. 2. Identify which prizes are being awarded most often. 3. Review page-level performance. 4. Use Ordered and the converted-order details to identify prizes and campaigns that generate revenue, then feed the results back into offer design, display timing, or Klaviyo follow-up flows. --- url: /guide/user-guide/membership/add-ons.md --- # Add-ons Add-ons are useful when your store needs more capacity in a specific area without a full plan upgrade. ## Main add-on types Common add-ons include: - Extra Tokens - Product Recommendation Limit Increase - Knowledge Base Limit Increase ## Extra Tokens Extra Tokens are the most flexible option. Use them when: - You want pay-as-you-go usage - Your subscription token quota is temporarily not enough - A campaign or seasonal spike drives higher AI traffic Important behavior: - Subscription tokens are used first - Extra Tokens are used after subscription tokens run out - Extra Tokens roll over across billing cycles Extra Tokens are sold at a standard rate of **$1 = 200,000 tokens**, with a $10 minimum purchase. Larger purchases receive a tiered bonus: $20 receives 25% extra, $30 receives 50%, $40 receives 75%, and $50 or more receives the maximum 100% bonus. They are best for temporary spikes; predictable ongoing usage is usually better served by a subscription plan. ## Product recommendation limit increase Use this when: - Your current plan is otherwise fine - You only need more products participating in AI recommendations ## Knowledge base limit increase Use this when: - Your documentation or FAQ coverage has grown - You need more room without changing plans immediately ## When add-ons are better than a plan upgrade Choose add-ons when: - The need is temporary - The extra demand is concentrated in one area - You are not ready for a larger monthly plan commitment Choose a higher plan when the demand is stable and broad across multiple limits. --- url: /guide/user-guide/membership/index.md --- # Membership The Membership section is where you manage HeiChat plans, token capacity, and add-ons as your store grows. ## Start here - [Pricing](/guide/user-guide/membership/pricing.md) - [Add-ons](/guide/user-guide/membership/add-ons.md) Start with `Pricing` when you want to compare the main subscription plans. Open `Add-ons` when you only need extra capacity in a specific area without moving to a higher plan. --- url: /guide/user-guide/membership/pricing.md --- # Pricing Pricing gives you a quick way to compare HeiChat's main subscription plans. ## Current plan ladder HeiChat currently offers: - Free - Pro - Pro Plus - Pro Plus Plus - Pro Max As plans increase, you generally get more: - Product learning capacity - Knowledge base capacity - Monthly tokens - Mobile device access - Advanced support and marketing features ## Free vs paid plans The Free plan is for testing, not for stable monthly production use. The key difference is that: - Free gives a one-time testing token pool - Paid plans give recurring monthly token capacity ## When to upgrade Move up to a higher plan when your store has ongoing demand for: - Higher conversation volume - More learned products - More knowledge entries - Advanced widgets, integrations, or Smart Tickets ## Choosing a plan For most merchants, **Pro Plus** is the practical feature threshold: it includes the broad premium feature set, such as live chat handoff, Webhook, WhatsApp and Messenger integrations, marketing widgets, multi-currency recommendations, shoppable cards, and advanced support widgets. Higher tiers primarily increase capacity. **Pro Max** additionally includes the Custom OpenAI API Key fallback. ## What to review after an upgrade After changing plan, go back to the HeiChat dashboard and check: - Current plan - Next billing date - Period token usage - AI-generated sales - Conversation volume --- url: /guide/user-guide/setup/advanced-settings/index.md --- # Advanced Settings `Setup > Advanced Settings` is where you shape how HeiChat behaves after the basic rollout is already in place. ## AI Response Use this area to control how the AI speaks. Main controls: - Output mode: Streaming or Complete Response - Reply style - Emoji usage - Default response length - Reply language - Custom instructions A safe default is: - Streaming - A moderate brand tone - Standard response length - Automatic language if you serve multiple regions ## Knowledge Gap Detection Gap Detection logs questions the AI could not answer confidently. Use it to: - Discover missing FAQs and policy content - Prioritize knowledge improvements by frequency - Turn real customer questions into knowledge entries Write detection rules only for identifying weak answers. Do not put tone or recommendation logic here. ## Language This controls automatic translation for custom text such as greetings and callouts. - Enable it if you serve a multilingual audience. - Disable it if you want full manual control over displayed copy. Widget built-in text has its own language setting. In **Auto**, HeiChat first uses the Shopify store language, then the shopper's browser language, and finally English. Choose a fixed language when you need the built-in interface copy to stay consistent. ## Mobile App Mobile App settings let your team handle live support from mobile devices. Main tasks: - Create one access code per device - Respect plan-based device limits - Turn on push notifications for the right agents Use mobile access for on-call support, peak campaigns, or urgent ticket handling. ## Order Metafields Order Metafields let HeiChat use custom Shopify order data in replies. For each field: 1. Enter the metafield key in `{namespace}.{key}` format. 2. Add a short description so the meaning is clear. 3. Test order-related questions after saving. Only expose fields that are safe and useful in customer-facing conversations. ## Product Recommendation This area controls how HeiChat recommends products. You can: - Allow or disable product recommendations entirely - Restrict suggestions to in-stock products - Turn on multi-currency recommendations - Configure shoppable product cards - Add a custom recommendation strategy Use short, simple strategy rules. This field is for guidance, not a full rule engine. ### Recommend Mode and Visual Quiz Choose **Classic Text Strategy** for concise recommendation guidance, or **Visual Quiz** (Pro Plus and above) for a structured decision tree. A quiz has a name, description, trigger conditions, optional chat quick-button entry, and branching nodes. Each option node can define conditions, example questions and answers, links, and up to 10 products; HeiChat selects three products when that node is used. The Start node defines entry logic rather than a product recommendation. ## Security Security settings help protect tokens, agents, and customers from abuse. Two common controls: - Cloudflare security check - AI auto-ban for malicious users Enable both if your store sees meaningful traffic or abuse risk. ## Smart Tickets Smart Tickets allow HeiChat to auto-create support tickets when AI cannot resolve an issue. Use them when you want: - Structured handoff from AI to human support - Customer reassurance that follow-up is happening - Better ticket routing and reporting ## Widget Visibility Widget Visibility decides where the chat widget should show. You can use: - Allow List to show HeiChat only on selected pages - Block List to hide HeiChat on selected pages Always test the rules after changes, especially when using wildcards. ## Recommended rollout order inside Advanced Settings 1. Tune AI Response. 2. Enable Knowledge Gap Detection. 3. Configure Language if you support multiple markets. 4. Add Order Metafields or Product Recommendation rules only when needed. 5. Enable Smart Tickets and Security once real traffic starts. 6. Finish with Widget Visibility. --- url: /guide/user-guide/setup/advanced-settings/product-discount-recommendations.md --- # Product Discount Recommendations ## What This Feature Is `Product Discount Recommendations` is a HeiChat feature for product discount recommendations. Once configured, it helps you in two ways: 1. When shoppers ask in chat whether a product has a discount, promotion, or available discount code, HeiChat can answer those questions more intelligently. 2. You can add the `HeiChat Product Discounts` block to Shopify product pages so shoppers can see available discount codes directly and copy them easily. ## Currently Supported Discount Types At the moment, only these 2 Shopify discount code types are supported: 1. `Discount Code Basic` 2. `Discount Code Free Shipping` If a discount code does not belong to one of these two types, it will not appear in the list of available bindings for this feature. ## What You Should Prepare Before Enabling It Before you begin, please confirm: 1. You have already created discount codes in your Shopify admin. 2. Those discount codes belong to supported types. 3. You know which products you want HeiChat to answer discount-related questions for. It is recommended to start with products that shoppers ask about most often or products that are most important for conversion. ## 1. Configure Product Discount Recommendations in HeiChat Admin ### Where To Find It Go to: `Setup > Advanced Settings > Product Discount Recommendations` ### Configuration Steps 1. Open the `Product Discount Recommendations` page. 2. Click to add a recommendation. 3. Select an available Shopify discount code from the list. 4. Decide whether this recommendation should be enabled. 5. Save your settings. ### What Happens After Configuration After saving, HeiChat will include this discount recommendation in its available discount-answering capability for products. When a shopper mentions a product in chat and then asks things like: - Does this product have a discount? - Is there a discount code? - Is there any promotion? - Is there a free shipping offer? HeiChat will prioritize the supported discount recommendations you have already configured when forming its response. ## 2. Show Discount Codes on Product Pages If you want shoppers to see discount codes directly on the product page in addition to getting discount information in chat, continue with the theme setup below. ### Where To Find It In Shopify admin, go to: `Online Store > Edit theme` Then open the product template you want to edit. ### How To Add the Block 1. In the Theme Editor, switch to a product page template. 2. Choose the area where you want the discount codes to appear. 3. Click `Add block`. 4. Find `HeiChat Product Discounts` under App Blocks. 5. Add it to the product page. 6. Adjust its position and save the theme. ### What the Block Shows When a product has matching discount recommendations, the block can show: - The discount code - The discount summary (optional) Shoppers can copy the code by clicking it directly. If the current product has no available discount recommendations, the storefront will not show an empty section. ### Is It Normal To See a Placeholder in Theme Editor? Yes. In Theme Editor, you may see a placeholder message that is only used to help you confirm where the block is placed while editing. This placeholder only appears in Theme Editor and is not shown to shoppers on the live storefront. ## 3. Available Settings for the HeiChat Product Discounts Block After adding the block, you can configure the following options in Theme Editor: ### 1. Title Used to set the title of the entire discount section. Examples: - `Available discount codes` - `Special offers for this product` - `Today’s product discounts` ### 2. Hide summary Used to control whether the discount summary is hidden. - When enabled: only the discount code is shown - When disabled: both the discount code and summary are shown If you want a cleaner product page, you can enable this option. ### 3. Maximum recommendations Used to control how many discount recommendations can be shown on a product page. If one product matches multiple discount codes, the block will show them based on the number set here. Suggested usage: - If you want a cleaner layout: set it to `1` to `3` - If you want shoppers to see more available offers: set it to `3` to `5` ### 4. Code font size Used to control the font size of the discount code. If your product information area is compact, a medium font size is recommended. If you want the code to stand out more, you can increase it slightly. ### 5. Summary font size Used to control the font size of the discount summary. If your discount summaries tend to be long, it is recommended not to make this too large, so the product page remains balanced. ### 6. Code color Used to control the text color of the discount code. It is recommended to choose a color that fits your theme while still being noticeable enough. ### 7. Summary color Used to control the text color of the discount summary. In most cases, it is better to use a slightly softer color than your main body text to keep a clear visual hierarchy. ## 4. Recommended Ways To Use This Feature To make this feature more helpful for conversion, these are good starting practices: 1. Prioritize featured products, best sellers, or products that receive a high volume of customer questions. 2. If discount information is already a strong selling point, it is recommended to use both chat answering and the product page block together. 3. If your product page already contains a lot of information, consider showing only `1` to `2` discount codes and hiding the summary if needed. 4. If you want shoppers to copy codes more easily, place the block near the product price, buy button, or other promotion-related content. ## 5. Frequently Asked Questions ### 1. Why did I add the block, but nothing is showing on the product page? Possible reasons include: 1. The current product does not have any matching discount recommendations. 2. The configured discount code does not belong to a currently supported type. 3. You have not finished configuring Product Discount Recommendations in HeiChat admin yet. ### 2. Why can I see the placeholder in Theme Editor, but not on the live storefront? This is expected. Theme Editor shows an editing-only placeholder to help you confirm the block position. On the live storefront, the block only appears when the current product has matching discount recommendations. ### 3. Why didn’t the shopper get the discount answer I expected in chat? Please check: 1. Whether the discount code has already been configured in `Product Discount Recommendations` 2. Whether the discount code belongs to one of the 2 currently supported types 3. Whether the product the shopper asked about actually matches the discount recommendation you configured ## 6. Suggested Go-Live Checklist Before going live, it is recommended to confirm: 1. Product Discount Recommendations have been configured in HeiChat admin. 2. At least one test product has been used for verification. 3. The `HeiChat Product Discounts` block has been added to the product template. 4. The discount code is visible on the storefront. 5. Clicking the discount code copies it successfully. 6. When asking about a product discount in chat, HeiChat gives the expected answer. Once these checks are complete, the feature is ready to be used by shoppers. --- url: /guide/user-guide/setup/ai-model.md --- # AI Model `Setup > AI Model` is where you compare models before sending real shoppers to the widget. ## What this page is for Use it to: - Select the model HeiChat should use - Compare token multipliers - Test responses in the admin first - Decide whether quality gains justify higher cost ## A practical testing workflow ### 1. Define test questions Prepare real questions from your store, such as: - Product discovery - Shipping and returns - Order-related scenarios - Edge cases that are important for your team ### 2. Test more than one model Try: - Basic models for cost efficiency - Advanced or premium models for higher accuracy Compare: - Accuracy - Product recommendation quality - Tone - Token cost ### 3. Fix setup issues before blaming the model If answers are weak: - Check Learned Products if product recommendations are missing - Check Knowledge Base if store-specific information is missing Many quality issues come from incomplete store data, not only from model choice. ### 4. Roll out only after admin testing For cautious launches: 1. Keep storefront activation off at first. 2. Test models and refine knowledge. 3. Activate the widget only after results are acceptable. ## Model cost logic HeiChat labels models by tier and token multiplier relative to the baseline model. As a rule: - Lower multipliers are cheaper - Higher multipliers often give better reasoning Choose based on your actual traffic pattern, not only on lab-style comparisons. ## Custom OpenAI API key The **Custom OpenAI API Key** is available on Pro Max. It is a continuity fallback: HeiChat uses included plan tokens first, then any Extra Tokens. Only after both balances are exhausted does it automatically use your saved OpenAI key. Make sure the key is valid and that the connected OpenAI account has sufficient balance. Usage through that key is billed by OpenAI. Reply style, language, length, emojis, and instructions are configured separately in **Advanced Settings > AI Response**. ## Reducing token usage Two independent choices help control cost: - Choose a Basic (1x) model when lower cost matters more than maximum reasoning quality. - Put repetitive high-volume questions into **Quick Buttons > Q\&A**. These replies use your configured answer directly and do not perform additional knowledge retrieval for that turn. --- url: /guide/user-guide/setup/basic-settings.md --- # Basic Settings `Setup > Basic Settings` is the first page to configure after installation. It gives HeiChat the minimum information it needs to represent your store correctly and appear on the storefront. ## Complete the required setup first ### 1. Give the bot a name Choose the display name customers will see in chat. - Use your brand name or a support persona customers can recognize. - Keep it simple and trustworthy. ### 2. Set the store name This is the business name HeiChat uses when referring to your store. - If you leave it empty, HeiChat can fall back to the Shopify domain prefix. - Use your official brand name for a cleaner customer experience. ### 3. Write a store introduction This is one of the most useful fields on the page because it gives the AI high-level context before customers ask anything. Include: - What you sell - Who you sell to - Key product categories - Important service or policy constraints A short, structured summary works better than a long marketing paragraph. ### 4. Enter the customer service supervisor email Use a monitored mailbox such as `support@yourbrand.com`. HeiChat can use this email when: - A customer needs manual help - Need Help is triggered - Smart Tickets escalate a case to your team ### 5. Wait for product learning After installation, HeiChat needs time to learn your catalog. - Typical learning time is around 5 to 10 minutes. - Do not judge recommendation quality too early if this process is still running. ### 6. Activate the chat widget Check the activation state on this page and make sure the widget is enabled in your storefront theme. If this is not done, customers will not see HeiChat even if every other setting is correct. ## Then configure the recommended enhancements ### Discount code Add a reliable code HeiChat can share when customers ask about promotions. Best for: - Welcome offers - Ongoing storewide promotions - Simple conversion nudges in chat ### Lead Capture Lead Capture asks shoppers to submit contact details before they start chatting. You can control: - Which fields to show - Which fields are required - Whether the form appears as a full page or drawer Use this when: - Email follow-up matters - You want cleaner lead data - Klaviyo or CRM sync is part of your workflow ### WhatsApp contact entry If you only want a clickable WhatsApp entry point, you can add your number here. If you want HeiChat to answer messages inside WhatsApp, set up the full WhatsApp integration later under [Integrations](/guide/user-guide/setup/integrations.md). ### Knowledge Base usage check This section helps you see how much knowledge capacity is already in use and whether you need to add or clean up entries. ### Upgrade Plan Use this area to confirm your current plan and decide whether you need more tokens, product capacity, or advanced features before launch. ## A practical first-time checklist 1. Name the bot and store. 2. Add the store introduction and support email. 3. Wait for product learning. 4. Confirm widget activation. 5. Add lead capture and discount code if your workflow depends on them. 6. Move to [Widget Settings](/guide/user-guide/setup/widget-settings.md). ## Customize the shopper experience **Customize Your Bot** now groups the bot name, avatar, and a shortcut to **AI Response**, where you set response style and instructions. Under **Enhance Your Experience**, you can control the widget homepage and choose Classic UI (1.0) or New UI (2.0). New UI supports the immersive Chatbar entry; use its desktop and mobile MarginX/MarginY settings to position the Chatbar, rather than the regular chat-bubble margins. Lead Capture can require a country-code picker for the phone field. Showing the picker alone does not make it mandatory: set the phone field itself to **Required** when a country selection is required. You can also choose whether the form appears before chat begins or after the shopper receives the first AI reply. Use **Displayed on Homepage** to hide individual contact methods, social links, or widgets from the homepage without deleting their underlying configuration. Live Support is configured separately under **Widget Settings > Live Support**. --- url: /guide/user-guide/setup/index.md --- # Setup The Setup section covers the admin pages that shape how HeiChat appears, what it knows, and how it works in your store. ## Recommended order 1. [Basic Settings](/guide/user-guide/setup/basic-settings.md) 2. [Widget Settings](/guide/user-guide/setup/widget-settings.md) 3. [Advanced Settings](/guide/user-guide/setup/advanced-settings.md) 4. [Learned Products](/guide/user-guide/setup/learned-products.md) 5. [Knowledge Base](/guide/user-guide/setup/knowledge-base.md) 6. [AI Model](/guide/user-guide/setup/ai-model.md) 7. [Integrations](/guide/user-guide/setup/integrations.md) ## If you are setting up HeiChat for the first time - Start with this page to see the full rollout order before changing settings. - Open the child page that matches the admin screen you are working on. - Following the order above makes it easier to test each layer before moving to the next one. ## Why this order works - `Basic Settings` gives HeiChat the core identity and activation details it needs to go live. - `Widget Settings` defines what shoppers will actually see and interact with. - `Advanced Settings` fine-tunes behavior once the basics are already in place. - `Learned Products` confirms which products HeiChat can reference and recommend. - `Knowledge Base` adds store-specific information beyond products and policies. - `AI Model` is easier to evaluate after the underlying setup is already stable. - `Integrations` are usually simplest to connect after the main support flow is working. If you are unsure where a setting belongs, start with the page list above and then open the matching admin area in Shopify. --- url: /guide/user-guide/setup/integrations.md --- # Integrations `Setup > Integrations` is where HeiChat connects to external channels and systems. Add integrations after the base support flow is already working. ## Webhook Use Webhook when you want HeiChat events sent to your own systems or automation platforms. Typical use cases: - Sync ticket creation to a helpdesk - Push new leads into a CRM - Trigger restock workflows - Track AI-generated orders - Receive live-chat handoff requests and real-time customer messages Basic setup: 1. Create a webhook endpoint in Zapier, Make, n8n, or your own system. 2. Paste the URL into HeiChat. 3. Subscribe to the events you need. 4. Test the workflow with real or sample events. In addition to tickets, leads, restock requests, and AI-generated orders, Webhook supports **live\_chat** and **new\_message**. `live_chat` includes full conversation history and a status of `transferred` (an agent took over) or `requested` (the shopper asked but no handoff occurred). `new_message` sends each shopper message in real time. For n8n, use the production URL and activate the workflow. A custom endpoint should accept JSON POST requests and return a 2xx response. For the full setup walkthrough, see [Webhook Automation](/guide/integration/webhook-automation.md). ## Email (SMTP) Use SMTP when agents need to continue a conversation after the customer leaves the store. Prepare: - SMTP host - Port - Security protocol - Sender name - Sender email - Username - Password or app password This works best when Lead Capture is already collecting customer email addresses. Email follow-up requires a valid email address on the conversation. Enable Lead Capture or otherwise collect an email before relying on SMTP follow-up. For the full setup walkthrough, see [Email Sending Integration](/guide/integration/email-send-integration.md). ## Klaviyo Use Klaviyo when HeiChat should feed leads and restock events into lifecycle marketing. Common uses: - Sync pre-chat leads - Trigger restock flows Important: - HeiChat sends the data - Klaviyo controls the actual flows - Catalog sync in Klaviyo must be healthy for restock workflows For the full setup walkthrough, see [Klaviyo Integration](/guide/integration/klaviyo.md). ## WhatsApp Use WhatsApp integration when you want HeiChat to answer messages inside WhatsApp Business. At a high level: 1. Prepare a WhatsApp Business **API** setup in Meta; a personal account or simple storefront contact link is not enough. 2. Copy the callback URL and verification token from HeiChat into Meta. 3. Generate the access token in Meta. 4. Add the phone number in HeiChat. 5. Send a live test message. Subscribe the Meta app to the `messages` webhook field and make sure any required Meta billing setup is complete. Remember that WhatsApp messages consume HeiChat tokens and may also create Meta-side messaging charges. For the full setup walkthrough, see [Integration with WhatsApp](/guide/integration/whatsapp-integration.md). ## Messenger Use Messenger integration when you want Facebook Page and Messenger conversations handled by HeiChat. At a high level: 1. Prepare a Facebook Page and Meta app configured for Messenger/Business Messaging, then switch it to Live before launch. 2. Set the webhook callback URL and verification token. 3. Generate the page access token. 4. Enter the page ID in HeiChat. 5. Test with a real message from Messenger. Subscribe the app to the `messages` webhook field so incoming messages reach HeiChat. ## Integration rollout advice 1. Start with SMTP if email follow-up is a core support need. 2. Add Klaviyo if lead capture and restock automation matter. 3. Add Webhook if your team has clear downstream automation requirements. 4. Add WhatsApp or Messenger only when the team is ready to support those channels operationally. --- url: /guide/user-guide/setup/knowledge-base.md --- # Knowledge Base `Setup > Knowledge Base` is where you add store-specific knowledge that HeiChat cannot infer from Shopify products and policies alone. ## The two parts of the knowledge area The Knowledge section usually includes: - Knowledge Base - Knowledge Gaps Knowledge Base is where you add material. Knowledge Gaps shows where real conversations are still exposing missing coverage. ## Add knowledge in the right format HeiChat supports: - URL - PDF - TEXT FILE - PLAIN TEXT - Q\&A Choose the format based on the source: - Use URL for public help pages - Use PDF for manuals or policy documents - Use plain text for short answers - Use Q\&A when multiple questions should map to one standard answer ## Best practices for each content type ### URL - Only public pages can be learned. - If the page changes later, update or re-add the entry manually. ### PDF - Large PDFs are split page by page. - Plan your capacity accordingly because one PDF can create many entries. ### PLAIN TEXT - Best for short policies, campaign rules, or internal phrasing you want the AI to use. ### Q\&A - Add several question variants for the same answer. - Use product-type answers when a specific product should be recommended. ## Renew Policy Use `Renew Policy` after editing Shopify policies such as shipping or refunds. HeiChat does not automatically re-read those policies every time you change them. ## Expiration and cleanup Use expiration dates for temporary information such as: - Seasonal promotions - Limited-time return rules - Event-specific instructions Regular cleanup matters because HeiChat relies on saved snapshots, not live source updates. ## Keep improving with Knowledge Gaps Knowledge Gaps helps you improve coverage based on real conversations. Recommended loop: 1. Review repeated gaps. 2. Group similar questions. 3. Add or update a knowledge entry. 4. Mark the gap resolved. This feedback loop is one of the most reliable ways to improve answer quality over time. --- url: /guide/user-guide/setup/learned-products.md --- # Learned Products `Setup > Learned Products` controls which products HeiChat can use for answers and recommendations. ## What this page manages HeiChat can learn products automatically or manually until it reaches your current product limit. This page helps you: - Keep the learned catalog aligned with your real catalog - Fill newly available product capacity after a plan upgrade - Remove low-priority products when you hit the limit ## Auto Learn New Products Turn this on if you add products often and want HeiChat to keep learning them automatically. When enabled: - New products are added until your limit is reached. When disabled: - Existing learned products stay available - New products require manual fill or refresh actions ## Fill to Limit Use `Fill to limit` after: - Upgrading your plan - Buying a product limit add-on - Cleaning out old learned products and making room After clicking it, allow about 5 to 10 minutes for HeiChat to finish learning the newly added products. ## Add Products and sync status Use **Add Products** when you need to choose exactly which products HeiChat learns. The product list shows the latest sync time and can show **Syncing** while an add, refresh, or removal is being processed. Most actions finish in 5–10 minutes; refresh the list first, and contact support if a product remains syncing for more than an hour. Click a product to review the learned description, variants, price, and inventory. Removing a product only removes its learned data from HeiChat; it does not delete the Shopify product. The capacity released by removal is also processed asynchronously. ## Product-level actions ### Refresh Use Refresh when a product's title, description, price, stock status, or publish state changed and HeiChat seems out of date. ### View Open the product in Shopify admin to inspect or edit it quickly. ### Remove Remove the product from HeiChat's learned set without deleting it from Shopify. Use this when: - You have reached the limit - The product is low priority - You want HeiChat focused on more important SKUs ## Unpublished products Unpublished items cannot be learned properly by AI. If a product should be recommendable: 1. Publish it in Shopify. 2. Refresh it or run Fill to limit again. ## Suggested maintenance routine 1. Keep Auto Learn enabled for active catalogs. 2. Use Fill to limit after any capacity increase. 3. Refresh individual products when the AI seems stale. 4. Remove low-value items when the product limit becomes tight. --- url: /guide/user-guide/setup/widget-settings.md --- # Widget Settings `Setup > Widget Settings` controls how HeiChat looks on the storefront and which support or marketing entry points customers can use. ## 1. Appearance Use `Appearance` to control the visual behavior of the chat launcher and widget. Main settings to review: - Desktop and mobile position - Widget size - Margins and z-index - Mobile display mode - Chat bubble style and animation - Lazy load delay - Brand logo, avatars, greetings, callout, and theme color - Optional homepage inside the widget - Classic UI (1.0) or the newer immersive UI (2.0) - RTL support - Conversation header style Recommended setup flow: 1. Pick desktop and mobile positions that do not clash with sticky UI elements. 2. Set widget size and spacing. 3. Decide whether mobile should use full-screen or drawer mode. 4. Upload your logo and avatars. 5. Write a greeting and callout that match your brand tone. 6. Configure homepage behavior under **Basic Settings > Enhance Your Experience**. New UI (2.0) supports a larger in-chat experience, Chatbar entry, Shopilot, and richer product-card actions. Chatbar automatically hides the callout; position it with its own desktop and mobile Chatbar margins. Classic UI remains available for existing storefronts, but New UI is the forward-looking interface. ## 2. Feature Widgets Feature Widgets expand HeiChat beyond the main chat bubble. ### Sales widgets Common sales-focused widgets include: - Restock Notification - Product Quiz - Exit Intent Popup - Spin to Win - Promotional Product Card - Video Popup Widget - Sales Activity Popup These are useful when you want to: - Capture leads on out-of-stock products - Recover abandoning visitors - Add urgency and social proof ### Support widgets Common support-focused widgets include: - Product Search Widget - Order Search Widget - Help Desk Widget - Feedback Widget - Inline Chat Button - Drawer Cart Widget - Shipping Protection and Free Shipping Reminder - Product FAQ and Order Status Page These are useful when you want to: - Reduce repetitive support questions - Give customers self-service order tracking - Let customers submit structured feedback with screenshots - Place chat directly on product pages ### Step-by-step suggestions If you are rolling this out gradually: 1. Start with Product Search or Order Search if self-service is important. 2. Add Feedback Widget if your support team benefits from screenshots. 3. Add Restock Notification or Exit Intent only after the base experience is already stable. **Product Quiz** gives shoppers a standalone guided product finder and can be shown on the homepage or in chat quick buttons. It supports blacklist/whitelist page rules using paths such as `/products/*`. **Product FAQ** generates product-specific FAQ and highlights. After enabling it, add the **HeiChat Product FAQ** app block to the product template. Review, edit, or regenerate the source-language content from **Learned Products > Generated FAQ**; other selected languages update from the source automatically. ## 3. Quick Buttons Quick Buttons create one-click shortcuts inside the widget. Most common buttons: - Best Seller - Need Help - Q\&A quick buttons Use them to shorten the path to common intents. Recommended order: 1. Add `Need Help` if manual escalation is part of your support flow. 2. Configure `Talk to Human` separately in **Live Support**, including its hours and holiday schedule. 3. Add `Best Seller` if chat is also used for product discovery. 4. Add Q\&A buttons for the most repetitive questions. The page also lists items enabled elsewhere that are currently shown in chat quick buttons; you can hide those entries there without disabling the underlying feature. Q\&A buttons reply directly from the configured answer and avoid extra retrieval for that turn. ## 4. Quick Help Guides Quick Help Guides are clickable document links shown on the widget homepage or in chat. Homepage behavior is managed in **Basic Settings > Enhance Your Experience**. For each document, prepare: - A title - A short summary - A cover image URL - A destination page URL Important: - These are navigation links only. - They do not automatically become AI knowledge. - If the same content should influence AI answers, also add it to the Knowledge Base. ## 5. Social Media The Social Media area lets you add icons for channels such as Instagram, Facebook, TikTok, Messenger, Telegram, and others. For each entry: 1. Choose the platform. 2. Enter the required link or ID. 3. Decide whether to display it on the storefront. Social links can appear in the Floating Widget, the homepage, and chat quick buttons. Hide an item from a particular surface without deleting it: manage homepage visibility in Basic Settings and Floating Widget visibility in Widget Settings. ## Floating Widget and Live Support **Floating Widget** is the central place to choose which contact methods, social links, and feature widgets appear beside the storefront. Hiding an item there does not disable its original configuration. **Live Support** now owns the human-handoff entry, button copy, work hours, and holidays separately from Quick Buttons. ## Recommended implementation order 1. Finish Appearance first. 2. Add the fewest Feature Widgets that solve real problems. 3. Add Quick Buttons for top customer intents. 4. Add Quick Help Guides if you already have strong support content. 5. Add Social Media only when those channels are actively managed. --- url: /guide/user-guide/ticket/index.md --- # Ticket The Ticket section covers follow-up work that needs a clearer workflow than live chat alone. ## Recommended page order 1. [Support Tickets](/guide/user-guide/ticket/support-tickets.md) 2. [Restock Notifications](/guide/user-guide/ticket/restock-notifications.md) ## What each page is for - `Support Tickets` is for customer issues that need human ownership and resolution. - `Restock Notifications` tracks back-in-stock demand and the follow-up that comes with it. Keeping these workflows separate makes support handling and inventory-driven follow-up easier to manage. --- url: /guide/user-guide/ticket/restock-notifications.md --- # Restock Notifications `Ticket > Restock Notifications` shows customers who subscribed for back-in-stock alerts on specific products or variants. ## Before this tab becomes useful First, make sure the restock collection flow is actually enabled in HeiChat. Common entry points include: - Restock Notification widget - Product Search Widget - Shoppable Product Cards - The `HeiChat Restock Alert` app block added to product pages ## What the list shows Typical fields include: - Product - Customer email - Created date Filters often include: - Product ID - Variant ID - Date range ## Why this tab matters Use it to: - Measure demand for out-of-stock items - Prioritize replenishment or campaign follow-up - Check whether the storefront restock capture setup is working ## When to open a record Open a record when you need to confirm: - Exact product and variant - Customer email - Submission timing This is especially useful before sending manual follow-up or checking a Klaviyo-driven restock flow. ## Suggested operating pattern 1. Review restock demand regularly. 2. Group requests by product or variant. 3. Coordinate with marketing or inventory teams. 4. Use external email or automation tools if your follow-up flow lives outside HeiChat. --- url: /guide/user-guide/ticket/support-tickets.md --- # Support Tickets `Ticket > Support Tickets` is the main queue for issues that HeiChat could not or should not close entirely inside chat. ## How tickets are created Support tickets commonly come from: - AI Smart Tickets - Need Help submissions - Feedback Widget submissions with images on supported plans That means this list can combine both AI escalations and explicit customer requests for human help. ## What the list shows Your team can usually review: - Ticket ID - Customer name - Contact details - Ticket type - Status - Last update time Useful filters include: - Ticket ID - Status - Last update date range - Sort by created time or last update ## What to inspect inside a ticket A ticket detail view typically includes: - Customer information - Issue summary - Ticket status and notes - Related conversation link - Attachments for feedback tickets - AI Ticket Insights for AI-generated tickets ## What AI Ticket Insights tells you For AI-created tickets, this section helps agents get up to speed quickly. It often includes: - Topic - Overview - Key issues - User information - Emotion analysis - Suggested solutions These insights are useful for triage, but sensitive or high-value cases should still be checked against the original conversation. ## A practical working pattern 1. Filter for `New` tickets first. 2. Read the summary and AI insights. 3. Open the linked conversation if you need full context. 4. Update ticket status and notes immediately after action. 5. Close only when the case is truly resolved. --- url: /hello.md --- # Hello world! ## Start Write something to build your own docs! 🎁 --- url: /index.md --- # HeiChat Documentation Center > Complete Guide from Basics to Advanced [Get Started](/en/guide/installation/how-to-install-heichat) | [View Pricing](/en/guide/introduction/price) ## Features - [🚀 **Quick Start**](/en/guide/introduction/introduction-to-heichat): Learn about HeiChat basics, pricing plans, and installation process - [💬 **HeiChat**](/en/guide/user-guide/heichat): Understand HeiChat's core value, dashboard metrics, and rollout priorities - [🤖 **Setup**](/en/guide/user-guide/setup): Configure basic settings, knowledge, widgets, integrations, and advanced options - [📊 **Conversation**](/en/guide/user-guide/conversation): Manage conversation lists, live handoff, archived chats, and email records - [⚙️ **Ticket**](/en/guide/user-guide/ticket): Handle support tickets, AI escalations, and restock requests in one queue - [🛒 **Marketing & Membership**](/en/guide/user-guide/marketing): Review widget performance, plans, tokens, and add-on options