Product Updates
New features, improvements and fixes for Reponse, the Shopify app.
One plan instead of three
Reponse is now a single plan at $0 a month, on your Shopify invoice in US dollars, with no commitment. Everything is in it: human live chat, unlimited seats, tickets and email, the help center, reviews, loyalty and referral, the block on the Shopify customer page, and every AI agent.
A 14-day trial, up to 500 AI tasks
From your first day, every AI agent works for 14 days, up to 500 AI tasks, and nothing is billed. If your store reaches 500 AI tasks sooner, the AI hands over to your team until the trial ends.
Billed by the AI task
Then each AI task costs $0.05, from the first one. An AI task is one piece of work an agent completes: a conversation it leads, a ticket it sorts and drafts a reply for, a review it moderates and drafts an answer to, a help article it drafts. Your team's own work never counts.
Your budget, your ceiling
You set a monthly budget, and Reponse proposes one at the end of the trial from what the agents did. Once it is spent, the AI hands over to your team until the next billing cycle.
Your articles in the widget
While a shopper types their question, the widget suggests the articles that answer it. One click opens the complete answer over the store, without leaving it, and "Ask a question" takes them back to the chat.
Questions to answer
Help center › Questions groups the questions that keep coming back in the widget, chat, tickets and emails, with their 30-day volume, their trend and the article that answers them, or not yet.
A draft, your call
For a question with no answer, Reponse drafts an article from the shoppers' wording, anonymized. You edit it, publish it or ignore it: nothing goes out without you.
Helpful or not?
Every article asks "Did this answer help?". Votes and contacts after reading show which articles to rework.
The AI agent cites your articles
When an article answers the question, the agent gives the gist in the chat and offers the complete answer.
A public help center
From Help center › Public center, verify your store and publish your articles on its domain, with their own sitemap and llms.txt, where Google and AI assistants can read them. Nothing goes public until you switch it on.
A clearer Tickets screen
Your status (online, away) in the admin title bar, the conversation at full height, and an indicator while the visitor is still on the store.
Internal notes and ticket history
Signed, editable internal notes, now on chat tickets too. New tickets go to a store member by default.
Signed-in customers are recognised
Through the Shopify App Proxy, the chat recognises a customer signed in to their account. Otherwise it asks for an email at the human handover, without requiring it.
The Shopify catalogue, live
The AI Ambassador checks price and availability in your Shopify catalogue, at the visitor's market price, finds the product on screen, and builds a real Shopify cart for the checkout link.
"Talk to a human" and "Hand back to AI"
The "Talk to a human" button shows on the storefront and makes one request per conversation; "Hand back to AI" reaches the shopper's widget. A discreet "AI" badge in the widget header shows while the AI is replying.
Team notifications and emails
A notification panel in the Shopify admin's style, readable wait reminders, and team emails in Reponse's frame whose links open the screen inside the admin.
Store settings read at install
Shipping zones and rates, store policies and the countries you serve are read at install and then daily: the agent answers with your real shipping costs and thresholds.
A more polished storefront chat
Unread badge, message times, "Read" receipts, theme and avatar kept from page to page, and reopening on the latest message.
The admin on a phone
In the Shopify app, screens follow Polaris' mobile metrics: settings as a list, a single way back, compact lists and native toasts.
Moderation moves to Reviews
The moderation queue lives in Reviews, with the number of pending reviews in the menu.
Each feature keeps its own switches
The Integrations screen leaves the admin: chat, reviews, loyalty and referral each switch on in their own settings. Customer metafields sync from the first install.
Fewer permissions at install
Theme access becomes optional and is requested inside the app, when it is needed.
Automatic store read
The agent reads your pages, policies and help centre, with no setup, and re-reads them every week. Store closed: name another site to read.
Billed by Shopify
The plans moved to your Shopify invoice, in US dollars: nothing to enter, and Shopify converts the amount. Replaced on October 14, 2026 by a single plan (version 1.9).
Chat in the first run
The first page offers to switch the chat on, spots apps already installed for chat, reviews or loyalty, and lets you go back a step.
A first-run page
On first open, choose what Reponse does for your customers: tickets, reviews, loyalty, referral. Off means off, and a job handed to another app says so.
Chat as an app embed, referrals that pay
The chat switches on from the theme editor, with no code to paste. A referral tracked through to the Shopify order credits points to the referrer.
Every ticket has an owner
Default assignee, Mine and Unassigned views, open ticket count in the menu, customer and order cards beside the ticket, reminders when a customer waits, and email replies to a visitor who left.
An email editor that fits the admin
Faster to open, a real Subject field, the admin's save bar, variables in Shopify's formats, emails in the customer's language, a visible unsubscribe link. Loyalty emails are set in Notifications.
Shorter settings
One setting in one place, options that did nothing removed, and Polaris states, save bar and modals everywhere.
Tickets, Reviews, Loyalty, Referral
The app's menu in the admin opens on Tickets; Loyalty and Referral get their own screens, users are listed in a table.
Customers and orders in Shopify
A customer or an order opens in the Shopify admin. On the customer page, an action shows the customer's Reponse activity.
Continuous review moderation
Collected reviews are moderated as they arrive, photos included, with a scheduled sweep for those still waiting.
The email editor in the admin
Templates and logo are edited in the Shopify admin. Emails follow the store's language and Reponse skips the ones Shopify already sends.
Review collection end to end
The review request goes out after shipment, and a dedicated Reviews tab holds its settings.
Your Shopify team, signed
Each Shopify staff member replies under their own name, with a simple role: admin or agent.
Room for apps already installed
If another app already handles chat, reviews, loyalty or referral, Reponse pauses that feature instead of doubling it.
Tickets and reviews from the customer page
The Reponse block on the customer page lists open tickets and reviews, and opens Tickets or Reviews already filtered on that customer, without leaving the admin.
Reponse 1.0: Reponse for Shopify
Reponse becomes a Shopify app: the most complete Customer Experience Suite for Shopify, installed from the Shopify App Store and used inside the Shopify admin, with its AI agents.
Installed from the Shopify App Store
The store's Reponse workspace is created at install: no account to open, nothing to paste. A reinstall finds the same workspace.
Inside the Shopify admin
Reponse opens inside the admin, in Shopify's style. Your Shopify staff get in without a password, and orders, customers and products stay with Shopify.
Storefront chat and tickets
A chat on your storefront where a human can take over, and a shared ticket inbox. Unlimited human live chat and seats.
Loyalty and referral
Points, tiers and referral, built into the suite.
Reponse on the customer page
A Reponse block on the customer page (loyalty, tickets, reviews, referral), plus metafields and reponse:tier:{tier} and reponse:ticket-open tags for your segments and Shopify Flow.
All the AI agents
The AI Ambassador advises your visitors in the chat. The Support Agent triages tickets and drafts replies, and the Reviews Agent moderates and drafts responses.
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