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
- 24/7 Customer Support Agent: Responds to customer inquiries at any time, ensuring no query goes pending.
- Instant product recommendations: Match shoppers with the right items with pre-built prompts and store data.
- FAQs & in-chat forms: Answer fast, capture leads, boost trust, gain happy buyers – order tracking, contact form, subscription form, and custom forms.
- Proactive chat: Trigger right messages in right moments to drive conversions
- Fully Customizable: Personalize your Shelly with the Training feature, the chatbox’s appearance, language, and functionality to align with your brand.
Exploring the Main Dashboard Interface
- Home: Overview of chatbot performance, including recent chats, engagement metrics, and quick access to setup tasks.
- View chat: 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.
- Training: Train Shelly with external data – customer insights, traffic report, … – via URL, Files, and metafields.
- Proactive chat: Set proactive chat campaigns to approach customers based on their behavior.
- Localization: Adding and managing translations for multi-market support.
- Settings: Advanced options like selecting AI modes (Shelly AI, ChatGPT, Claude).
Initial setup of Shelly AI chatbot
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.
AI Assistant Card
Customize the AI chat card displayed on the home tab of Shelly chat window.
Add Header, Content, and Image on the AI Assistant Card to engage your buyers to chat with your Shelly AI.
We also recommend you toggle ON FAQs shortcut, Featured Questions 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, and CSS by entering your codes below.
4. Advanced
This tab lets you customize Built-in forms: Order Tracking, Contact form, Subscribe form, and Custom your own forms with detailed and flexible configurations.
Step 2: Train your AI
Other than basic product details from the store, you can train your Shelly AI to have deeper customer insights and unique brand knowledge.
Therefore, your Shelly AI sales assistant gives smarter, more relevant answers that build trust and turn browsers into buyers faster.
You can also shape how Shelly talks to match your brand and test everything before it goes live with real customers.
Step 3: 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 4. Set up Proactive Chat campaigns
Instead of waiting for visitors to ask questions, your store reaches out at the right moment—welcoming visitors, recommending products, recovering carts, and driving more sales automatically.
You control when messages appear, who sees them, and what they say, based on real shopper behavior.
Step 5. 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, you can monitor chat history to identify common customer queries and refine FAQs or prompts accordingly. If you have any questions on this, please contact us via support@tapita.io
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