Frequently asked questions

Installing

How do I install SuperSocial on my store?

Install the app from Shopify. Your store links itself: SuperSocial never asks you to type your .myshopify.com domain, because Shopify already tells us which store you are in.

The chat does not appear on my storefront.

The chat is a theme app embed, and Shopify requires you to switch it on yourself. In SuperSocial go to Helpdesk → Installation and press Activate in the theme editor. Your theme editor opens with the widget already placed; press Save.

Two things to check if the list of app embeds looks empty: SuperSocial has to be installed on that store, and the embed is activated per theme, so publishing a new theme leaves it switched off until you activate it there too.

Do I need to paste any ID?

No. The widget knows which store it is on and picks up the right configuration by itself. The Widget ID field in the theme editor is only for merchants who run several helpdesks and want a specific one on that store.

What the AI does

Which channels can it answer on?

WhatsApp, Instagram, Facebook Messenger, Telegram, Gmail, Outlook and the chat widget on your storefront. You set an automation up once and it runs across all of them.

What does it know about my store?

Products, orders, inventory, fulfilments and customers, synced from Shopify. It answers order status, tracking, stock and product questions from real data, not from guesses.

Can I teach it things that are not in Shopify?

Yes. Upload your own documents — returns policy, sizing guides, shipping times — and the AI uses them when it answers.

Does a human ever take over?

Whenever you want. Reply in the inbox and the AI steps back from that conversation; it will not write over a person.

Data and privacy

What customer data do you use?

Name, email, phone and address, to answer questions about orders and to reach the customer on the channel they wrote from. What we do with it is written in the privacy policy.

What happens when I uninstall?

Shopify notifies us and we stop syncing. If your customers or you ask us to delete data, it is deleted automatically, with nothing for you to do.

Do promotional emails have an unsubscribe link?

Yes, every one. A customer who unsubscribes stops receiving promotions from your store on every channel, not just email. Customers who did not accept marketing in Shopify never receive them at all.

Billing

How am I charged?

By card, through Stripe: every month (or every year, if the plan is yearly), with VAT itemised on the invoice. See pricing.

Can I change plan?

Yes, without contacting us. Cancel the current one in Settings → Subscription (it stays active until the end of the period you have already paid for) and, when that period ends, take out the new one from the plans screen. That way you never pay for two at once.