Frequently Asked Questions
General & Installation
What is Raye?
Raye is an intelligent AI product expert and customer service agent built specifically for Shopify stores. Unlike standard script-based chatbots, Raye connects directly to your live catalogue and a custom knowledge base to provide highly accurate, real-time support across your website and WhatsApp.
How do I install the Raye chat widget on my storefront?
Installation is incredibly straightforward. You can use the Auto-Install feature, which securely opens your Shopify Theme Editor and enables the floating widget with a single click. If you prefer, there is also a manual installation method where you toggle the app embed on within your theme settings. You can even paste a custom Liquid snippet to create inline "Chat on WhatsApp" buttons.
Can I hide the chat widget on specific pages?
Yes. In your dashboard, you can define exact URLs or URL keywords (such as /checkout or /cart) where the chat widget will be automatically hidden.
Training & Knowledge
How does Raye learn about my specific niche and products?
You can upload a custom 'brain of content' directly into your merchant dashboard. By uploading text or CSV files containing your sizing guides, material care instructions, and brand history, Raye becomes a highly specialised expert on your specific catalogue.
Will Raye recommend competitor brands or say something off-brand?
No. You have complete control over Raye's conversational guardrails. You can define a specific tone of voice (e.g., Friendly & Casual) and write 'Negative Prompts' to explicitly instruct the AI on what it must never say, such as mentioning competitor brands. Raye also has strict built-in rules to immediately stop conversations if a user asks off-topic questions or uses abusive language.
Sales & Inventory Management
What happens if a customer asks for a product that is out of stock?
Because Raye performs live Shopify inventory checks, she knows exactly what is in stock. You can configure her behaviour to either recommend a similar alternative product, neutrally state it is unavailable, or offer an automated restock alert. If the customer opts for the alert, Raye captures their email address and logs it in your Restock Alerts dashboard so you can follow up later.
Can Raye help increase my Average Order Value (AOV)?
Yes. You can enable a setting that allows Raye to naturally upsell and cross-sell. If a customer commits to buying a snowboard, Raye can intelligently suggest complementary items like bindings or wax to complete the purchase.
Is Raye allowed to give out discount codes?
Only if you explicitly authorise it. You can strictly prohibit discounts, or you can provide an approved Shopify discount code in your settings. If authorised, Raye acts as a smart sales agent and will only offer the code later in the conversation if the customer shows price resistance, helping to close the sale without giving away margin unnecessarily.
Support & Human Handoff
What happens if Raye does not know the answer to a question?
Raye is programmed to be helpful but honest. If she cannot resolve a complex enquiry, she will use your custom fallback message (e.g., "I'm going to need to check this and get back to you"). She will then capture the customer's contact details and immediately email a full transcript of the chat to your human support team for a seamless handoff.
Does Raye work on WhatsApp?
Yes, Raye provides seamless omnichannel support. She integrates securely with the Meta API to handle WhatsApp conversations. You can configure her initial WhatsApp welcome message and set her to automatically stop replying after 24 hours to ensure you remain fully compliant with Meta's commerce policies.
Pricing & Billing
How much does Raye cost?
Raye offers highly transparent, usage-based billing. The entry-level Starter Tier is $8 per month and includes up to 50 AI chats. For higher volume stores, the Growth Tier provides 100 chats for $15 per month, and the Pro Tier offers 250 chats for $20 per month.
What happens if I hit my monthly chat limit?
Your store will never face unexpected billing spikes. If you reach your monthly chat limit, Raye will gracefully pause automated AI responses and display a badge in your dashboard notifying you that the limit has been reached. During this paused state, she will simply collect the customer's message and pass it to your human team until your billing cycle resets or you choose to upgrade your plan.