Getting Started with Shelly AI Chatbot & FAQs

Getting Started with Shelly AI Chatbot & FAQs

Running customer support traditionally can be tricky. Most teams can’t be online 24/7, so shoppers in different time zones often end up waiting for answers, which can lower sales opportunities. And when multiple support agents handle chats or emails, the replies aren’t always the same — which can confuse customers and even hurt trust.

That’s where Shelly AI Chatbot comes in. With 24/7 availability and consistent, accurate answers every time, your shoppers get the help they need right away. Happier customers mean more completed checkouts, repeat buyers, and referrals that bring in new sales.

Getting Started with Shelly AI Chatbot

Smoothly integrated with your Shopify store, Shelly AI Chatbot acts as a 24/7 customer support agent, delivering instant, consistent, and accurate responses to customer inquiries. 

Key Features of Shelly AI

  1. 24/7 Customer Support Agent: Responds to customer inquiries at any time, ensuring no query goes pending.
  2. Automated Responses: Uses pre-built prompts and store data to provide accurate answers tailored to your business.
  3. FAQs Management: Allows merchants to create and organize FAQs for quick answers to common questions about products, policies, or services.
  4. Order Tracking: Offers customers a shortcut to check order status directly through the chatbox.
  5. Customization Options: Enables merchants to personalize the chatbox’s appearance, language, and functionality to align with their brand.

Exploring the Main Dashboard Interface

The dashboard is your central hub for configuring and optimizing the chatbot to meet your store’s needs. Below is an overview of the key tabs and menus:

  • Home: Displays an overview of chatbot performance, including recent chats, engagement metrics, and quick access to setup tasks.

  • View chat: Shows detailed logs of customer interactions, including Chat ID, intention tags, location, date, full chatlog and summaries.

  • Chatbox: Allows customization of the chatbox’s appearance, welcome messages, preset questions, and contact options.

  • FAQs: Where you create categories, and add or edit FAQs.

  • Localization: Enables adding and managing translations for multi-market support.

  • Settings: Offers advanced options like selecting AI modes (Shelly AI, ChatGPT, Claude).

Initial Configuration Steps

To get started with Shelly AI and ensure it’s ready to enhance your Shopify store’s customer support, follow these steps:

Once you have installed the app, you will be guided through 3 steps to set up your own Shelly AI Chatbot. 

Step 1: Setup chatbox

This is your space to customize your chatbox design. Your config syncs with the preview pane in real time.

1. General config

For Header, you can set a welcome message and description (e.g., “Hi! Welcome to [Your Store]. How can we assist you today?”).

Blocks

Contacts

You can customize your messages for your online status and add contact methods. For contact methods in multiple social platforms: WhatsApp, Instagram, Phone call, etc.


We also recommend you toggle on these blocks - Order tracking, FAQs, Categories - for better customer engagement. You will be guided to customize these blocks on next steps. 

2. Chat window

‘Welcome words’ will show up when visitors enter the message tab. 

If you want to suggest how visitors can interact with your store chatbot, customize your ‘Preset questions’. Although the number of preset questions is unlimited, we recommend you add 3-4 questions aiming at your main goals for better chat flow and user experience. 

If you want to collect visitor info before chat for better personalized service, toggle on the ‘Pre-chat survey’. 

3. Appearance

You can customize your Shelly AI Chatbot according to your brand guideline with various options here: 

AI style

Brand colors

You can choose among 8 preset color schemes or customize your own. 


Moreover, you can adjust various settings such as button, alignment, chatbox style, etc.

You can also customize your CSS by entering your codes below.

Step 2: Add your FAQs

Here you can add new FAQs, categories, or sync with Shopify Knowledge if you used the app previously. You can also arrange how FAQs and categories appear in the live chatbox to match your goals.

Step 3. Activate Shelly AI Chatbot

Enable the app embed in your theme to allow Shelly to function and display properly on your online store.

Toggle on to embed Shelly Chat to your theme. It will show up on the bottom of your page like this:


With Shelly AI activated, monitor chat history to identify common customer queries and refine FAQs or prompts accordingly. Explore advanced features like localization for international markets or AI mode selection to optimize performance now! 




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