Frequently asked questions
How WOLE works with your store, your team and your shoppers.
The AI
What does the AI answer from?
Your store: live products, orders and active promotions, plus your policies, pages, FAQ answers, uploaded files and links you add. It only answers from what it finds there.
What happens when it doesn't know?
It says it doesn't have that information yet and offers to connect the shopper with your team, rather than guessing.
Can I try it before shoppers see it?
Yes. The Sandbox is a test chat that runs the real AI on your real knowledge and settings, and it shows what each answer was based on. Testing there uses no credits.
Can I set the tone of its replies?
Yes. In AI Training you set your brand voice and write house rules the assistant follows. Where your own FAQ answer and a page disagree, your FAQ answer wins.
Your team
How does a person take over a chat?
Shoppers can tap Talk to a person at any time. Your handoff rules can also pass a chat to your team, and the conversation then shows up as Needs a human in your inbox.
Can I write my own handoff rules?
Yes, on a paid plan: 3 on Starter, unlimited from Pro. A rule can combine up to 10 conditions, all of which must match, and on Growth and above it can assign the chat to a teammate. The built-in rules are on every plan, and each can be switched off.
Who on my team can change what?
The store owner can do everything. Other teammates get permissions you choose, from presets like Agent and Manager or a custom set, and the app enforces them.
Do my teammates need a separate login?
No. Teammates sign in through Shopify, using their Shopify staff accounts.
The chat widget
What does setup involve?
Install WOLE from Shopify, then open your theme editor, switch on the WOLE app embed and save. There's no code to paste. Products, orders and promotions work from the first message; press Sync now in AI Training to add your policies and pages.
Can I change how it looks?
Yes. You pick a layout, colors, position and behavior, and see a live preview before you save.
What can shoppers do inside the chat?
Ask questions, see product cards with variants and Add to cart, check an order's tracking, send photos, and ask for a person.
Does the widget speak the shopper's language?
Yes. The AI's replies and the widget's own buttons and labels follow the shopper's language, in 37 languages. The text you write for it, like the greeting, goes out as you typed it.
Pricing
Is there a free plan?
Yes. The Free plan includes AI credits every month, with a larger grant in your first 30 days.
What is a credit?
A unit of AI usage. One credit is about one AI reply. Teammates' Draft with AI uses credits too, while the Sandbox does not.
What if I run out of credits?
By default new questions go to your team and the inbox says why. On a paid plan, outside a trial, you can turn on Keep answering, with an optional monthly spend cap.
How am I billed, and can I cancel?
Monthly, through Shopify, with no contract. Switch to the Free plan or uninstall WOLE whenever you like, and Shopify stops billing the subscription. See the pricing page for each plan's price and credits.
Data and privacy
What does WOLE read about my customers' orders?
Only an order's name, date, fulfillment status, tracking number, carrier, tracking link and delivery status. It doesn't read line items, addresses, email or phone for this.
Do guests need to prove who they are to check an order?
Guests give both their order number and email. Signed-in customers are recognized through Shopify.
Does the widget set cookies?
No. It keeps a random visitor id in the browser's local storage so a returning shopper can pick their chat back up.
What happens to my data if I uninstall?
Shopify's privacy requests are handled: customer data requests and deletions are honored, and the shop's conversations, shoppers, knowledge and settings are deleted 48 hours after uninstall.
Still curious?
Install WOLE free and try it in the Sandbox before any shopper sees it.