How does Simple Chat work?

A customer asks a question. Simple Chat gathers the relevant store context, then does one of three things: replies, uses an enabled tool, or escalates to your staff. That's the loop, and it's the same whether the message came through the storefront widget or by email.

Where answers come from

Replies are built from your product catalog, variants, availability, policies, articles, FAQs, merchant instructions, and the page the customer is viewing. Page context matters more than people expect: someone on a specific variant page should get answers that respect that variant, not generic catalog text. Grounding in store data is what separates this from a chatbot dispensing generic e-commerce advice.

When a question needs action

Some questions need more than a reply. Depending on your configuration, the assistant can look up orders, check tracking, collect forms, update shipping addresses, add products to cart, subscribe shoppers to back-in-stock notifications, schedule follow-ups, or escalate to staff.

Every tool is optional and merchant-controlled. Enable only the workflows you're ready to support operationally, then describe how they should behave in plain English.

Where your team fits

Staff review conversations in the dashboard and can take over at any point. Escalations carry conversation context along, so nobody starts from zero. With email support on, those threads sit next to chat in the same workflow your team already uses.

Most merchants enable the widget first, watch real questions come in, then add instructions, FAQs, and tools. Store data imports automatically after install, so catalog questions are answerable from the start.

What it won't guess

If an answer requires live order data, a fulfillment integration, or a staff decision you haven't enabled, the assistant uses the right tool or escalates. It does not fabricate tracking numbers, refund outcomes, or policy exceptions.