How does Simple Chat work?

When a customer sends a message, Simple Chat uses your store information to answer, runs an enabled tool if the request needs one, or asks your team to help. Chat and email use the same instructions and support tools.

Answering questions about your store

The assistant draws on your Shopify catalog, policies, articles, FAQs, and instructions. The page the customer is viewing adds context. Someone looking at a starter kit can ask which refill fits it without first pasting a product link.

Your catalog imports automatically. Add FAQs for questions your store content doesn't cover, and use instructions to explain your policies and when staff should take over.

Looking up orders and taking action

For an order question, the assistant checks current records through the tools you've enabled. Depending on your setup, it can check tracking, update a shipping address, change a cart, collect information, or schedule a follow-up.

You choose which tools it can use. Customer verification and confirmation still apply to order changes, and replacement proposals need staff approval. Instructions explain your policies; they don't grant access to a disabled tool.

Working with your team

Staff can read the messages and tool activity in the dashboard. Sending a customer-visible reply takes over from AI, and you can also turn AI off for a conversation before replying.

When an issue needs time, such as a shipment waiting for a carrier update, conversation monitoring can schedule another check. Requests the assistant can't complete go to your team with the history attached.