Frequently Asked Questions

The Customer Experience Suite for Shopify: live chat and help center, shared inbox, tickets, loyalty and referral, in one app that lives in your Shopify admin. Your team uses it with unlimited seats and is never billed for its own work, and every AI agent works from day one: 14 days free, then from $39 a month. Reponse is a layer on top of Shopify: checkout, payments, theme, catalog and orders stay in Shopify.

No. Your team can run everything itself: unlimited human live chat, tickets, shared inbox, loyalty and referral, and none of its work is counted. The AI agents work from day one, in every plan: 14 days free, then from $39 a month for 1,000 AI actions; beyond them each action costs $0.05, within the budget you set, and once it is reached the AI hands over to your team.

It can replace Gorgias and Smile, but nothing forces you to: helpdesk, live chat, loyalty and referral are included and never billed. On first launch, Reponse spots the chat, helpdesk or loyalty apps already active on your store and offers to leave that job to them: it then pauses its own to avoid duplicates, and never touches the other app. Your reviews app stays in place: Reponse works alongside it.

As many as you want: seats are unlimited and never billed. Every staff member of your store opens Reponse from the Shopify admin with their Shopify account, with no extra password, and lands in the team's shared inbox.

Points are awarded automatically on every paid Shopify order. You set the tiers, the rewards and the referral program, which rewards both the referrer and the friend in points. Each customer's points and tier show on their Shopify customer page and feed your Shopify segments. The whole program is included, with no order limit.

Yes, included and never billed. You write your articles in the Shopify admin; shoppers see them appear in the widget while they type their question, and read the complete answer without leaving your store. Questions that keep coming back in the widget, chat, tickets and emails surface with a draft article: nothing is published until you approve it. You can also publish the help center on your store's domain, for Google and AI assistants.

Yes, once you switch it on. In Help center › Public center, you verify your store, then your articles go live on its domain at yourstore.com/apps/reponse/help: one page per article and per category, with a dedicated sitemap and llms.txt. The store has to be public, with no password. A check shows whether Google, ChatGPT and Claude can read these pages, and Reponse gives you the robots.txt lines that keep AI training bots out. Indexing stays each engine's call. Included, never billed.

Not automatically for now: there is no import yet. You paste or rewrite each article in the editor and file it under a category, and each article is in one language for the moment. To know where to start, Help center › Questions shows the questions your customers keep asking, with their volume and what already answers them.

Three plans, with the same AI agents and the same suite: $39 a month for 1,000 AI actions, $99 for 3,000 and $249 for 10,000, after 14 days free. Beyond the included actions, $0.05 per AI action, within the budget you set. Your team's work is never billed: unlimited human live chat, unlimited seats, tickets and email, the help center, loyalty and referral. Nothing to enter: it goes on your Shopify invoice.

The one Reponse recommends: from your store's last 60 days of orders when you install, then from the trial's real pace when it ends. The 3,000 plan costs less than the 1,000 above 2,200 AI actions a month, the 10,000 less than the 3,000 above 6,000. You change plans whenever you want.

Every plan starts with Shopify's 14-day trial: every AI agent works, up to half the plan's AI actions (500, 1,500 or 5,000), and nothing is billed, with nothing to enter. At the end of the trial, Reponse recommends a plan from the agents' real pace; then the plan costs its monthly price, from $39, on your Shopify invoice, and each AI action beyond it $0.05, within the budget you set.

They are all in every plan, with the suite: $39 a month for 1,000 AI actions, $99 for 3,000 and $249 for 10,000. Nothing is billed during your 14-day trial. Beyond the included actions, each AI action costs $0.05, on your Shopify invoice, within the monthly budget you set. No commission on your sales.

One customer served end to end by the AI: a whole conversation, however many messages it takes and whatever the AI does in it (an order followed, an address changed, a return started). Or one draft written for the team: an e-mailed ticket sorted and drafted (not counted again when it comes from a conversation already counted), a help-center article. Never counted: your team's own work, reading your store, sorting and summaries, a failed generation, and anything the AI turns down for lack of budget.

Each extra AI action costs $0.05, added to your Shopify invoice, within a monthly overage budget you set. By default it equals the plan's price, so your bill never passes twice the plan without your OK. Once the budget is reached, nothing more is billed: the AI hands over to your team until the next billing cycle. You change the budget or the plan at any time.

Once the trial is over, the plan and any AI actions beyond it are added to your Shopify invoice, in US dollars: a French merchant sees the amount converted into euros by Shopify. There is no commitment and no transaction fee. You stop whenever you want by uninstalling Reponse from your Shopify admin, with no notice and no fee, and Shopify stops billing.

A few minutes. Install the app from the Shopify App Store (apps.shopify.com/reponse): it opens in your Shopify admin, and the first page lets you choose what to switch on (tickets, loyalty, referral, chat). For the chat, you only turn on the Reponse app embed in the theme editor, in one click and without touching any code.

No. Reponse is built for Shopify only and is installed from the Shopify App Store. Your products, customers and orders are read straight from Shopify and stay in sync automatically: no feed to export, no key to paste.

No. The chat widget and the Rewards button are Shopify theme app extensions: you switch them on from the theme editor, without editing your theme code, and they go away if you uninstall the app. The checkout stays Shopify's: the Ambassador Agent builds the cart and hands it to the Shopify checkout.

It is built to stay out of your pages' way: its lightweight script is loaded deferred by the theme app extension. It does not block the page from rendering and only runs once the browser has parsed it.

In your Shopify admin, as an embedded app: Tickets, Help center, Loyalty, Referrals and Settings open from the app menu, without switching tools. On the Shopify customer page, Reponse shows the customer's tickets, points and referrals next to their orders. Points, tier and tickets also surface as app metafields you can use in your Shopify segments and Flow automations.

Shopify automatically removes the widget and the blocks from your theme and stops billing Reponse. Reponse loses access to your store right away, then processes the data erasure request Shopify sends 48 hours after the uninstall.

The Ambassador Agent advises and sells in your store's widget. The Support Agent sorts every ticket, reads the Shopify order and drafts the reply for your team. In the chat, customers also see their loyalty points, spend them and get their referral link. They all work from day one with Reponse, and your team stays in control of every conversation.

It answers visitors' questions from your catalog and your policies, recommends the right products, builds the cart and applies the promo code of the running campaign, then hands the cart to the Shopify checkout. Payment always happens at Shopify.

Automatically. Reponse reads your catalog in Shopify, then your store's published pages, policies (shipping, returns, terms of sale) and help center, and reads them again regularly to stay current. Nothing to write to get started; the articles of your help center then become its official answers. If your storefront cannot be read (password-protected, for instance), you can name another site for it to read.

Yes. When a published article answers a shopper's question, the agent gives the gist in a few lines in the chat and offers the complete answer; when several articles could fit, it lets the shopper pick. That answer is part of the conversation the AI leads, one AI action. When the AI hands over, the help center still works in full: search, reading articles and moving on to a chat with your team.

It hands over. When an agent reaches its limits, it opens a ticket, notifies your team in real time and passes on the full context of the conversation. A team member can also take over a conversation at any time: the AI pauses, and resumes when the conversation is handed back.

Yes, in Settings > Chat: the agent's name, avatar and role, then the look of the widget (theme, colors, button shape, corner radius, position and margins). A preview shows the result before you save.

French and English: the admin, your store's widget and the AI agents' replies. Other languages are not guaranteed today.

Data is hosted in the European Union, in Ireland, and encrypted in transit and at rest. Reponse applies GDPR and Shopify's customer data rules: the access and erasure requests Shopify forwards, for one customer or for the whole store after an uninstall, are processed.

No. Reponse trains no model on your data. The agents rely on AI models called through an API, whose providers commit not to use that data to train their models.

Your products, your orders and your customers (name, email, phone, address), to tie every conversation, ticket and loyalty point to the right customer. That data is only used to run Reponse for your store.