Withly Inbox: frequently asked questions
Quick answers for setting up Withly Inbox and getting the most out of the AI chat on your store.
How does Withly Inbox answer customer questions?
Withly Inbox reads your products, collections, pages, blog posts, and policies, plus any knowledge you add yourself. The AI answers shoppers from that content in the shopper's language. Prices are quoted with your store currency, and stock is only confirmed when your product data says an item is in stock or sold out. If the answer isn't in your content, the AI says so instead of guessing.
How do I add the chat to my store?
In your Shopify admin, go to Online Store > Themes > Customize > App embeds, turn on Withly Chat, and save. In the same panel you can set the chat title, welcome message, colors, position, size, avatar, and icon.
How does my store content stay up to date?
Product and collection changes are synced when Shopify notifies the app. Once a day, Withly Inbox also refreshes all synced content, including pages, blog posts, and policies. You can start a sync at any time with Sync Now on the Dashboard.
What are product cards in the chat?
When an answer mentions products, the chat shows product cards with the image, price, stock status, a variant picker, and an Add to cart button. Adding from a card puts the item in the shopper's cart, updates your theme's cart count, and shows a View cart link, so shoppers can keep chatting without leaving the page.
What happens when the AI can't answer a question?
The question is saved under Knowledge > Unanswered questions with how often it was asked. Click Add to Knowledge, write the answer once, and the AI uses it from then on. If contact requests are turned on, the shopper is also offered a form to leave their email for your team.
How do I add my own knowledge?
Open Knowledge to write entries such as shipping details or size guides. You can also import text from a web page URL or from a .txt, .md, .csv, or .pdf file (up to 2 MB). Search your knowledge and filter by source to tell entries auto-synced from Shopify apart from manual and imported ones.
Can I try the chat before customers see it?
Yes. Settings has a Test chat where you can ask questions and see how the AI answers with your current content and settings. Test chat messages don't count toward your monthly messages and don't appear in Conversations.
How do business hours and the contact form work?
In Settings > Business hours & contact requests, choose your timezone, open days, and hours. Outside those hours, the chat tells shoppers you're offline and offers the contact form. The AI keeps answering questions. Contact requests are emailed to your store email so your team can reply, and the question is saved on the conversation. You can turn contact requests off in the same section.
Can I reply to customers myself?
Yes. Open a chat in Conversations and click Take Over to reply yourself. Your reply appears in the shopper's chat window. Click Hand Back to Bot to let the AI continue, and use Resolve or Reopen to keep your list organized.
What does Analytics show?
Analytics covers the last 30 days. It shows conversations and messages per day, how many chats the AI handled without a human reply (bot self-resolution), Add to cart clicks from chat product cards, open unanswered questions, and the questions shoppers ask most.
Can I show a different greeting on each page?
Yes. In the Withly Chat app embed you can set separate greetings for the home page, product pages, collection pages, and the cart. Any page without its own greeting uses your main welcome message.
Is Withly Inbox free?
Yes. Every store gets 1,000 AI messages per month at no cost, and the count resets each month. Failed AI replies and Test chat messages don't count. The Dashboard warns you when you get close to the limit.
Is there a daily limit?
Yes, as a safeguard against abuse. Each store can receive up to 500 shopper chat messages in a 24-hour period, and each visitor can send up to 50. If a limit is reached, the chat says the assistant is unavailable for now and, if contact requests are turned on, offers the contact form so shoppers can still reach your team.
How is customer chat data handled?
Conversations, including any email left through the contact form, are kept for 30 days and then deleted. Withly Inbox handles Shopify privacy and deletion requests. Read the Privacy Policy for full details, or contact support@withly.org with questions.
Need more detail? Read the Privacy Policy or email support@withly.org.