FAQ

Yes. ShopChat searches your catalog and sends only the best-matching products to the AI, which keeps responses fast and API costs low. For very large catalogs, enable Category Scope to limit the assistant to relevant categories.

Yes. Customers can ask about an order by number (for example, "Where is my order #1234?"), and ShopChat replies with its status, date, total and tracking number (if one is saved on the order). For privacy, the customer must be logged in to the account that placed the order, or include the order's billing email in the message. Otherwise ShopChat asks them to log in or provide the billing email, without revealing whether the order exists.

Yes. Conversations are stored in the {prefix}shopchat_logs database table for analytics and debugging. You can view and filter them on the WooCommerce → ShopChat → Chat Logs tab, and export them as CSV. Do not store personally identifiable information in chat messages if GDPR compliance requires data minimisation.

Yes. Turn on Image Upload under Settings → Multimodal Inputs. The image is sent to your AI provider with the question, so the model connected under Settings → Connectors must support images.

Yes - ShopChat enqueues a shopchat-widget.css file. Override styles in your theme's CSS or use the WordPress Customizer's Additional CSS field. The widget's root element is #shopchat-widget.

The chat widget's script is small and loads in the page footer, so it has minimal impact on page load. The chat is dormant until the customer interacts with it.

ShopChat shows the customer a "temporarily unavailable, please try again" message and records the error in the logs. Customers can still ask for a human at any time: ShopChat emails the transcript to your support address and shows your support link.

Yes. Set Support URL under Live Agent Handoff to your Zendesk, Freshdesk or live chat page. When a customer asks for a human, ShopChat emails you the transcript and shows a button that opens that page.