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How Can We Help?

Find answers to common questions, installation guides, and ways to get in touch with our support team.

Documentation

Step-by-step guides and tutorials

View Docs →

FAQs

Common questions answered

Browse FAQs →

Contact Support

Get personalized help

Email Us →

Getting Started

1. Install the App

  1. 1.Visit the Shopify App Store listing and click “Add app”
  2. 2.Review the permissions and click “Install app” in your Shopify admin
  3. 3.You'll be redirected to the trAInable Chat dashboard

2. Configure Your AI

  1. 1.Navigate to Settings in the app dashboard
  2. 2.Set your Brand Voice (friendly, professional, casual, etc.)
  3. 3.Upload Knowledge Documents (FAQs, policies, product guides)
  4. 4.Configure Escalation Rules (when to hand off to a human)

3. Add Your Team

  1. 1.Go to Staff Management
  2. 2.Add team members with their email and notification preferences
  3. 3.Set availability schedules for each agent
  4. 4.Configure notification channels (SMS, Email, Slack, WhatsApp)

4. Test & Go Live

  1. 1.Visit your storefront and test the chat widget
  2. 2.Ask product questions to see AI responses
  3. 3.Test the escalation flow by requesting a human
  4. 4.Review the conversation in your dashboard

Common Issues & Solutions

Chat widget not appearing on storefront

Solution:

  • Verify the app is installed and activated in your Shopify admin
  • Check that your theme supports app embeds (most modern themes do)
  • Clear your browser cache and refresh the page
  • Ensure you're viewing the storefront (not the preview editor)

AI giving incorrect product information

Solution:

  • Upload updated product guides or FAQs to the Knowledge Base
  • Check that your Shopify product data is accurate and up-to-date
  • Use the Brand Voice settings to refine AI behavior
  • Contact support for help training the AI on specific scenarios

Not receiving escalation notifications

Solution:

  • Check your notification settings in Staff Management
  • Verify phone numbers and email addresses are correct
  • Check spam/junk folders for email notifications
  • Ensure SMS consent is enabled (if using SMS notifications)

Billing or subscription questions

Solution:

  • Billing is managed directly through Shopify
  • View or cancel your subscription in Shopify Admin → Apps
  • Email sales@trainablechat.com for plan changes or upgrades

Still Need Help?

Our support team is here to help you succeed with trAInable Chat.

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