Frequently asked questions
Quick answers to common questions about how the agent works.
Does the agent make things up? No — it's built to answer only from what it knows and to say "I don't know" otherwise. Order and product answers come from verified live lookups, never the model's memory.
Can a shopper see someone else's order? No. Order data requires a match on both the order number and the email on the order, enforced by server code. See How verified lookups protect customers.
Can I have more than one store on an account? No — it's one store per account.
What happens when I hit my conversation cap? The agent routes new shoppers to your team and there's no overage charge. See Conversation limits and what happens at your cap.
Does the agent take sales actions, returns, or refunds? No. It informs and routes. Returns, refunds, cancellations, and similar actions are out of scope.
Where do my credentials live? Server-side and encrypted; never sent to the browser. See Where your credentials live.
How do I test something before customers see it? Use the Playground and the dashboard debug tools. See Start here: the dashboard debug tools.
Why is a feature greyed out? It's gated by your plan, or its capability toggle is off. See What each plan unlocks.