Frequently asked questions

supportif.ai is a Shopify app that automates your customer support email. It's a full mail client inside the Shopify admin, combined with AI that triages every incoming email, answers simple questions automatically, turns complex cases into pre-solved tickets and prepares Shopify actions like refunds and cancellations for your approval.

No. supportif.ai replaces both your webmail workflow and a classic helpdesk: inbox, folders, search, threading, signatures, ticketing, categories, staff assignment and archiving are all built in.

Yes. You can connect multiple mailboxes, each with its own settings, automation level, tone of voice and its own Telegram bot.

No. Gmail connects with one OAuth click, and other providers use guided presets. The full setup — install, plan, mailbox, optional Telegram — typically takes under 15 minutes. See the Getting Started guide.

The app runs at app.supportif.ai and is embedded in your Shopify admin. You install it from the Shopify App Store like any other app.

Gmail and Google Workspace via OAuth, Outlook/Microsoft 365 via app password, and any IMAP/SMTP mailbox. Built-in presets exist for GMX, IONOS, Zoho and World4You.

No. The app reads via IMAP and sends via SMTP like a normal mail client. Your mailbox stays the source of truth — you can keep using webmail or other clients in parallel.

Of course. The built-in mail client supports composing, replying and forwarding with signatures — the AI is an assistant, not a replacement for your own writing.

They are imported for learning only. The AI uses them to learn your writing style and past solutions, but it never automatically answers a conversation that started before your setup date.

Yes. IMAP/SMTP credentials and OAuth tokens are encrypted at rest with AES-256-GCM. All connections use TLS. Credentials are only decrypted in memory to connect to your mail server.

Yes. The AI detects the language of every incoming email and replies in the same language automatically — no configuration needed.

No. Reading Shopify data is unrestricted, but every write action — cancellation, refund, address change, discount code, order note — requires your explicit approval in the app or via Telegram.

Two levers: the automation level per mailbox (full automation / suggest-only / off) and the confidence threshold. Only drafts scoring above your threshold are sent automatically; everything else becomes a ticket for your review.

Every automatic reply is marked 'Answered by AI' in your inbox and logged on the conversation. Full transparency, always.

Yes. Choose between 'like my previous emails' (learned style guide), 'young & friendly', 'short & factual' or 'formal' — and disable emojis entirely if they don't fit your brand.

Below-threshold answers are never sent automatically. If you edit or reject a proposal, that correction feeds back into the learning system, making future proposals better. And because writes are gated, an AI mistake can never directly modify your shop.

The newest models from OpenAI and Anthropic, fetched live from their APIs, plus any locally hosted LLM with an OpenAI-compatible endpoint. Switch models anytime in the settings.

They are filtered out automatically. Emails detected as newsletters, bounces or system notifications (via mail headers and sender patterns like no-reply@) get no ticket, no auto-reply and no acknowledgement — they're simply marked 'No support' in your inbox.

Yes. Give each staff member a short responsibilities description (e.g. 'handles returns and refunds'). When an escalated ticket clearly matches, the AI assigns it automatically and the team member gets an email with a link to the ticket.

Only what you approve: Pages, Legal/Policy pages, Collection pages, Product pages, Blogs and Blog articles are selectable individually during onboarding and anytime under Settings → Knowledge. The crawled texts are stored so the AI can answer with real store facts.

Untick 'Product pages' in Settings → Knowledge and run a sync. Pages of deselected sources are removed from the database together with the knowledge entries generated from them.

You choose: once, hourly, daily, weekly or monthly. Syncs are incremental — only changed pages are re-analyzed, deleted pages are cleaned up and new pages are added automatically.

Yes. The app detects the password protection and asks for your storefront password (found under Online Store → Preferences). It is stored encrypted and used only to read your pages for the sync.

Yes — the 'Knowledge syncs' page lists every sync with live progress, the exact URLs processed, per-page results, counts of new/updated/deleted pages and knowledge entries, and precise error messages. Running syncs can be cancelled.

Enable the 'Supportif AI Chat' app embed in your theme editor (Online Store → Themes → Customize → App embeds) — the app's onboarding and Settings → Chatbot both link you there directly. Position, sizes, colors, border radius and a custom icon are all configured in the theme editor.

Everything the email AI knows: shipping, returns, sizing, policies and FAQs from your synced website content and knowledge base — plus live product search with image cards and order status for logged-in customers. It is strictly limited to your shop and refuses off-topic requests.

No. Order data is only shown to the logged-in customer it belongs to, verified server-side through Shopify's signed customer session. Guests asking about orders get a login button instead.

It collects the customer's email (or uses the account email), creates a ticket in your inbox, tells the customer the ticket number and emails them a confirmation including the full chat log. The email template is editable in the app.

Yes. Visitors keep their conversations for 14 days, logged-in customers forever. Reopening the widget shows the last five conversations, a search across all stored chats and your configurable quick-question buttons.

Exactly like email AI usage: metered per request at provider cost +30% on the Free plan (against your spending cap), and free of fees on Pro when your own API key covers the selected model.

No, it's optional. Everything works in the Shopify admin alone. Telegram just makes approvals faster when you're away from your desk.

'Send reply' sends the drafted email to the customer. 'Execute solution' performs the prepared Shopify action. 'Both' does the two in one tap. You can also chat with the AI in plain language to adjust the proposal first.

The bot works per mailbox — add it to a group chat with your team and everyone sees escalations and can act on them.

Yes. Each bot is linked via a one-time code and communicates through a secret webhook URL. Only linked chats can trigger actions, and every action is logged on the ticket.

Yes — installation and all features are free. On the Free plan you pay only for AI usage: the provider's raw cost plus a 30% markup, billed via Shopify. With a local LLM there's no charge at all.

Pro costs $99/month and lets you bring your own OpenAI/Anthropic API keys. All AI calls then run against your accounts at raw provider rates — no usage fees, no markup.

You set a spending cap when choosing your plan. When the cap is reached, AI processing pauses (email keeps arriving normally) and you can raise the cap with one click via Shopify's approval dialog.

Roughly when your monthly 30% markup would exceed $99 — typically at a few thousand AI-processed emails per month with premium models. The pricing page has a worked example.

Simply uninstall the app from your Shopify admin. Billing stops per Shopify's standard rules and your data is deleted according to the retention policy.

Shop data via the Shopify API (products, orders, customers, policies), the contents of your connected support mailboxes, and encrypted mailbox/API credentials. Processing serves exclusively to automate your support.

No. Data is never sold. Email contents are sent to your chosen AI provider only to generate answers for you — under the provider's API terms, which exclude training on API data.

Retention is configurable, with a default of 365 days. When you uninstall the app, your data is deleted.

The app is built GDPR-oriented: data minimization, encryption at rest (AES-256-GCM) and in transit (TLS), configurable retention, deletion on uninstall, documented sub-processors and a DPA for merchants. See the Privacy Policy and DPA pages.

Yes. You can disable automation per mailbox or entirely at any time, and handle any conversation manually. Since a human (you) approves all consequential actions, customers are never subject to fully automated decisions with legal effect.