Help Guide | Raye AI

1. Installation

The installation dashboard provides two distinct methods to deploy Raye across your storefront.

The Floating Widget (Recommended): This deploys the Raye Chat bubble to the bottom corner of every page on your store.
Auto-Install (1-Click): Clicking the "Enable Widget in Theme Editor" button will securely open your Shopify Theme Editor and automatically enable the Raye Chat Widget for you. You simply need to hit 'Save' in the top right corner.
Manual Installation Guide: Alternatively, you can navigate to Online Store > Themes > Customize, click the App embeds icon, toggle the "Raye Chat Widget" to ON, and save your changes.
Custom Inline Buttons: If you prefer to add a hardcoded "Chat on WhatsApp" button under your "Add to Cart" buttons, you can copy the provided Liquid code snippet and paste it anywhere within your theme files. This snippet dynamically includes your store's name so Raye knows precisely where the enquiry originated.

This screen controls the core logistical details of your widget and how Raye captures visitor information before a conversation begins.

Store Details: Set your primary notification email where human-handoff and transcript emails will be sent. You can also toggle a checkbox to automatically email chat transcripts when a conversation finishes.
Website Widget Visibility: You can hide the chat bubble on specific pages by excluding URLs that contain certain words (e.g., /checkout, /cart) or by pasting exact URLs (e.g., your Terms of Service page).
Website Pre-Chat Capture Form: Before a customer can speak to Raye, you can require them to submit their Customer Name and Email Address. You also have options to ask for an Order Number (Optional) and prompt them for their initial question or reason for contact.
Human Handoff (Fallback): If Raye cannot resolve an issue, she will seamlessly step aside. You can define the exact "Fallback Message" she uses (e.g., "I'm going to need to check this and get back to you. Please hold while I pass this to our human team!"). You can also select the "Action after Fallback" to determine how the ticket is routed.

This section ensures Raye speaks exactly like a member of your own staff while operating within strict safety boundaries.

Store Description & Niche: Describe what you sell (e.g., "We are a premium winter sports brand"). Raye uses this context to accurately understand ambiguous customer questions like 'What size board do I need?'.
Tone of Voice: Choose between profiles such as "Friendly & Casual" to dictate her conversational posture.
Emojis & Language: You can toggle checkboxes to Allow Emojis and Auto-detect customer language, allowing Raye to dynamically translate and mirror the shopper.

Negative Prompts: Define exactly what Raye should NEVER say, such as mentioning competitor brands or discussing off-topic subjects.
Discount Authorization: Set strict rules on whether Raye is "Strictly prohibited" from offering discounts, or if she has a hidden code she can use to close a hesitant sale.

This is the most powerful screen in the app. It is where you upload files to train your AI Expert and build Raye's custom 'brain of content'.

Train Your AI Expert: You can upload specific brand history, sizing guides, material care instructions, or complex FAQs. The system accepts .csv and .txt files.
Building the Ultimate Sales Agent: By ingesting these documents, Raye stops relying on generic e-commerce knowledge and becomes a hyper-specialised expert in your chosen field. When a customer asks a highly technical question about your product's materials or warranty, Raye will search this uploaded 'brain' to deliver an accurate, confident, and highly persuasive answer that drives conversions.

Instead of forcing customers to hunt for your FAQ pages, you can paste your core logistics directly into Raye's memory.

Core Logistics: This section provides dedicated text boxes for your Shipping & Delivery Policy, Order Tracking Logic, and Returns & Exchanges Policy. Raye uses this exact text to instantly resolve the most common post-purchase enquiries, drastically reducing your support inbox volume.

This screen dictates how Raye interacts with your live Shopify catalogue and handles sales scenarios.

Out of Stock Behaviour: Tell Raye exactly how to handle zero-inventory situations. You can instruct her to "State it is unavailable and recommend a similar product", capture emails, or block out-of-stock items entirely.
Out of Stock Lead Time: Provide a backorder message (e.g., "We usually restock within 2 weeks.") so customers know when to return.
Low Stock Warning: Choose whether Raye should "Do not mention stock levels" or dynamically create urgency if stock is running low.
Cross-Selling Rules: You can check boxes to "Allow Raye to Upsell/Cross-sell" complementary items, and "Allow Raye to offer out of stock items" if you run pre-orders.

For merchants utilising omnichannel support, this screen ensures your bot complies with WhatsApp Commerce Policies and avoids account bans.

Initial Welcome Message: Define the very first message sent when a user opens the WhatsApp chat (e.g., "Hi there! I'm Raye. How can I help you today?").
The 24-Hour Rule: To comply with Meta Policy, you can instruct Raye to "Do not reply after 24 hours (Recommended)" to prevent spam penalties.
Data & Tracking: This upcoming V2 section will allow you to Automatically tag Shopify orders assisted by Raye via WhatsApp and Send CSAT (Customer Satisfaction) rating requests after chat resolution.

When Raye encounters an out-of-stock product, she can ask the customer for their email address and automatically add it to this dashboard.

Leads Dashboard: This page lists customers who requested to be notified when out-of-stock items return. It tracks the date, contact method, and the specific product requested, building a highly qualified marketing list for your next inventory drop.

This screen provides complete transparency over your AI consumption and subscription.

Current Usage: A live progress bar tracks exactly how many AI chats you have consumed in your current billing cycle (e.g., "You have used 0 out of 50 chats").
Plan Tiers: You can seamlessly view and upgrade between the Starter Tier ($8/month for 50 chats), Growth Tier ($15/month for 100 chats), and Pro Tier ($20/month for 250 chats) directly from this dashboard.