Set up your chat window

Set up your chat window

This is the complete guide on how to design your chatbox in Shelly AI Chatbot & FAQs. Let’s get started!

Welcome words

Welcome words are the first impression your Shelly AI Chatbot makes on visitors to your Shopify store. They set the tone for the interaction and can drive engagement, encouraging customers to explore products or seek support. 

Here are key tips to create effective welcome words:

  1. Be Concise and Inviting

    • Keep messages short (15–20 words) to capture attention quickly.

    • Example: “Hi! Welcome to [Store Name]! Need help finding something great?”

    • Why: Brief messages are easy to read and prompt immediate interaction, reducing bounce rates.

  2. Match Your Brand Tone

    • Align the tone with your brand identity—friendly for casual retail, formal for premium brands.

    • Example: Casual: “Hey! Ready to shop our latest deals?” / Formal: “Welcome to [Store Name]. How may we assist you today?”

    • Why: Consistent tone builds trust and reinforces brand familiarity.

  3. Incorporate a Call-to-Action (CTA)

    • Encourage visitors to engage by asking a question or exploring options.

    • Example: “Ask about our new arrivals or track your order now!”

    • Why: CTAs guide visitors toward specific actions, increasing the likelihood of conversions.

  4. Highlight Key Benefits

    • Mention store perks like discounts, free shipping, or 24/7 support to entice interaction.

    • Example: “Welcome! Get 10% off your first order. How can we help?”

    • Why: Showcasing value propositions motivates visitors to stay and shop.

Preset Questions

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 no more than 4 questions aiming at your main goals for better chat flow and user experience. 

Try showcasing your available products and promotions by creating preset questions such as The ABC collection, Snowboard, Promotions. Shelly will show matching results based on your store data (product names, collections, image, image file name, image alt, product tags, etc.)

This is the demo chatbox: 

Shelly can display searched products, collections with the ‘Add to cart’ button. Once it helps your customers add products to their carts, it also suggests ‘proceed checkout’. Your customers will be directed to checkout page immediately, 

Pre-chat survey

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

Before visitors can send new messages to your chatbot, the pre-chat survey will show up like this. 

Best Practices for Engaging Preset Questions

Other than suggesting buyers with your best selling products, preset questions can be tailored to specific customer journey stages. Below are examples for common retail scenarios:

  1. Pre-Sale Questions

    • Goal: Help customers make informed purchase decisions.

    • Preset Examples:

      • “Best product for [need]?” → Shelly AI suggests products based on store data.

      • “Do you offer free shipping?” → Links to shipping policy FAQ.

      • “Can I get a discount?” → Offers a promo code or directs to current deals.

    • Impact: Reduces purchase hesitation, increasing add-to-cart rates.

  2. Post-Purchase Support

    • Goal: Assist with order tracking, returns, or issues.

    • Preset Examples:

      • “Track my order” → Prompts for order number and displays status.

      • “How do I return an item?” → Links to return policy FAQ or initiates support handoff.

      • “Need help with my order?” → Open survey for detailed issue reporting.

    • Impact: Improves customer satisfaction and reduces support workload.

  3. Product Discovery

    • Goal: Guide customers to explore products or categories.

    • Preset Examples:

      • “Show me new arrivals” → Displays curated product recommendations.

      • “Find gifts under $50” → Filter products by price or category.

      • “What’s trending now?” → Highlights popular items based on store analytics.

    • Impact: Drives engagement and upsell opportunities, boosting sales.


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