Frequently Asked Questions

The Customer Experience Suite for Shopify: live chat, shared inbox, tickets, reviews, loyalty and referral, in one app that lives in your Shopify admin. Your team uses it for free, with unlimited seats, and the AI agents come with Reponse All-in. Reponse is a layer on top of Shopify: checkout, payments, theme, catalog and orders stay in Shopify.

No. Reponse runs entirely with your team: unlimited human live chat, tickets, shared inbox, reviews, loyalty and referral, with zero AI agents. You move to All-in only the day you want AI to answer or sell for you, and you can go back to the free plan anytime.

It can replace Gorgias and Smile, but nothing forces you to: helpdesk, live chat, loyalty and referral are free. Keep Judge.me: Reponse requests and moderates reviews but does not display them on your storefront. On first launch, Reponse spots the chat, helpdesk, reviews 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.

As many as you want: seats are unlimited, on the free plan too. 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.

Reponse sends the review request by email after each fulfilled order, reviews are moderated before they are published, and you publish or hide them from a single queue. Each review is tied to the customer and shows on their Shopify customer page. Reponse does not display reviews on your storefront: keep your current reviews app for that. With All-in, the Reviews Agent moderates reviews and drafts the replies.

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 in the free plan.

Yes. The full CX suite (unlimited human live chat, tickets, shared inbox, reviews, loyalty and referral) with unlimited seats is free forever, with no credit card and no trial period, for one Shopify store. You only pay if you move to All-in.

They all come together, two ways. Reponse Flex: no monthly fee, 50 AI conversations free each month, then $0.15 per conversation. Reponse All-in: $99/mo for all the AI agents, the automatic read of your store and 2,000 AI conversations per month, then $0.05 per conversation. Either way, no commission on your sales.

A conversation is counted once, on the first visitor or customer message an AI agent replies to, however many messages follow. Conversations handled only by your team are never counted.

Conversations keep running at full quality, never throttled or cut off. Beyond the 2,000 AI conversations included each month in All-in, every extra conversation is billed $0.05 on your Shopify invoice; on Flex, every conversation after the 50 free ones costs $0.15. Either way, a monthly budget you set caps the spend, and you are alerted before you reach it.

All-in is added to your Shopify invoice, in US dollars. There is no commitment and no transaction fee. You cancel anytime from your Shopify admin, with no notice and no fee, and you are back on the free plan.

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, reviews, 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, Reviews, Loyalty, Referrals and Settings open from the app menu, without switching tools. On the Shopify customer page, Reponse shows the customer's tickets, reviews, points and referrals next to their orders. Points, tier, reviews 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 All-in. 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. The Reviews Agent moderates every review, drafts the reply and forwards negative reviews to support. The Loyalty Agent spots customers about to leave and offers what brings them back. They come together with All-in, 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. With All-in, 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. You have nothing to write; if your storefront cannot be read (password-protected, for instance), you can name another site for it to read.

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, review and loyalty point to the right customer. That data is only used to run Reponse for your store.