What’s new in Supportify

In Chatbot → Test, answers now appear as your customer sees them: formatting, lists, links and product cards are drawn properly, and long answers fold with a Show more button. Text written before a lookup is shown dimmed above the answer.

If you’ve added a review page to the chat rating, the assistant now offers it to every customer who rates the conversation. Your rating settings explain how it works.

For stores that use a product field for what a part fits, the assistant now says plainly when a customer’s model is on the list — “This fits your E87” — and asks one question when a detail like trim level matters.

Let the assistant read and fill in your own customer fields — body measurements, for example — on the customer’s account. Pick the fields, import labels and measuring tips from your size guide, and the customer confirms every value before it’s saved.

The merchant dashboard is now fully translated into Swedish, Danish, Finnish and German, alongside English and Norwegian. Languages that are still in progress are marked in the language picker, so you know what to expect.

When you forward a case, the To field suggests addresses you’ve forwarded to before, your saved partners and your teammates. The forwarded ticket links back to the original conversation, and the original shows who it was sent to.

When the AI writes a newer draft, older drafts nobody has edited are cleared, and sending a draft or resolving the case clears the rest. Each case shows one draft and leaves To do as soon as it’s answered.

Messenger conversations now show the customer’s name in the inbox, just like Instagram conversations do.

When your assistant answers only from your knowledge base, it now keeps the sources behind its earlier replies in view, so follow-up questions get answers that stay consistent with what the customer was already told.

If a document can’t be added to your knowledge base, Supportify now explains why in plain words — a scanned PDF without selectable text, for example — and lets you try again with one click.

Quoted history in Outlook replies folds away, signature logos show at their intended size, and images from outside senders only load when you click Show images.

The Shopify app now sends alerts to Discord, Microsoft Teams and custom webhooks, opens any case in the Supportify dashboard with one click, and gives you the same one-line embed code as the dashboard for websites outside Shopify.

Your dashboard session now renews as you use it. If it ever expires, you’re taken to sign-in with a clear message and brought straight back to the page you were on.

We completed a broad security and privacy review across the dashboard, the Shopify app and our API, tightening how accounts, permissions and your customers’ data are protected.

The assistant can now put a product straight into the shopper’s own Shopify cart. A cart card preselects the size and colour agreed in the chat, shows live price and stock for the shopper’s market, and links to checkout. Switch it on under Capabilities.

When customers ask when a sold-out product is back and you haven’t said, the assistant can ask you. Answer once per product — a date, a note or “not coming back” — and everyone waiting is emailed in their own language.

Prefer to set up by conversation? Choose “Set up with the assistant” in the setup wizard or on your home screen. It already knows your store and platform, reads what your knowledge base says about returns and delivery, and walks you through the rest.

Customers can ask the assistant to switch an unshipped order to another of your shipping rates, and your team gets a Change shipping action on the order panel. If the price changes, the customer confirms the new amount first.

When your warehouse shows a return has arrived, the assistant tells the customer and hands the refund to your team as a case in To do. The order panel lists the returned items, and Review refund opens the refund already filled in.

Switch on “Help the customer choose” and, when a shopper is deciding, the assistant highlights two or three advantages, mentions what reviewers praise and offers the next step — never in conversations about orders, returns or complaints.

On a product page, the chat’s suggested questions are now about that product, in the shopper’s language. One tap asks the question, so shoppers get answers without typing.

Connect Helthjem and the assistant can tell customers where their parcel is — status, latest scan, pickup point and tracking link. It can also book Helthjem return labels when you switch that on.

Narrow every number, chart and list on your dashboard home to one channel or one teammate, and share that view as a link. Jumping from home into the inbox keeps the same filter.

Before it cancels an order, issues a refund, or creates a gift card or discount code, the assistant tells the customer exactly what will happen and waits for a clear yes. Orders that have already shipped are handed to your team.

In your dashboard test chat, actions on orders, refunds, returns, gift cards, discounts and subscriptions now describe what would have happened without changing anything — so you can test freely with real order numbers.

Email, Instagram and Messenger replies now check stock exactly as your online store shows it. Orders that ship in parts are shown as in progress, with what has arrived and what’s still on its way. On WooCommerce, the assistant can share your approved coupons.

The chat widget works better with keyboards and screen readers: focus stays in the message field, new replies are read out, Escape closes the window, and buttons are labelled in the shopper’s language.

The Norwegian dashboard is now Norwegian end to end — chatbot settings, integrations, knowledge base, order panel, returns, reports and guided setup — with Norwegian dates, times and currency formatting.

Team members now see only the buttons and pages their role allows, such as approving drafts, changing orders or editing settings — instead of controls they can’t use.

Your Supportify assistant now opens as a side panel on every dashboard page, from the corner button or ⌘J. It knows which page, conversation or document you’re looking at, so you can simply ask “why did the AI answer like this?”

When the assistant suggests a change, you see exactly what will change on a card and press Apply. Your own chatbot stands beside the conversation with before-and-after views, and reloads so you can try the change straight away.

Connecting Gmail or Outlook no longer starts from an empty inbox. Bring in up to 90 days of earlier customer email, or recent Instagram and Messenger conversations, sorted into To do, Waiting and Resolved. Nothing is answered or sent automatically.

A redesigned home screen shows what needs you first — urgent tickets, missed response targets, conversations the AI handed over — then ticket volume, your chat funnel, what customers ask about and revenue from chat, plus an ask field for the assistant.

Send shoppers from an ad straight into a chat about one product. On Shopify, your full-page chat shows the product’s images, price and options beside the conversation, and the assistant already knows which product they mean. Build the link from the dashboard.

Add “Chat with us” to your menu, footer or FAQ: any link to #supportify-chat, or any button you mark, opens the chat widget right where the shopper is — including links in your emails.

Keep conversations moving: switch on follow-up suggestions and the widget shows two or three tappable next questions under each answer, in the customer’s language. Find it under Appearance → Quick questions.

The chatbot page has a new Test section: keep a list of typical customer questions, run them all after changing your instructions, and see each answer side by side with the tools the assistant used.

Run returns through a 3PL portal, Returnless or a form on your site? Add the link on the Returns page and the assistant shares it whenever it can’t create the return in the chat — or every time, if you prefer.

Save your carriers and suppliers in Settings. When a parcel is lost or damaged or a product is faulty, the assistant prepares a letter with the order details on the case — you review it, send it, and the reply comes back to the case.

On long or forwarded email threads, the AI draft now comes with a short summary of what the thread is about and where it stands, so you don’t have to read the whole history before sending.

The Shopify app now has an Analytics page with the same support report as the dashboard. Reports in both apps also show returns handled through Supportify, with labels, approvals and the reasons customers gave.

Setting up Supportify for a website now reads your pages into the knowledge base, drafts the assistant’s first instructions, styles the widget in your colours, connects your inboxes and lets you try it — then checks that the widget is really live on your site.

If your Mailchimp campaigns store each subscriber’s discount code in a merge field, name it in the Mailchimp setup and the assistant can tell verified customers their own code.

Pick your shop’s own fonts, the new Premium pairing with elegant serif headings, System Default or Serif — and the widget looks the same on every shopper’s device.

Supportify’s default AI is now Anthropic’s latest Claude Sonnet model, and we choose and tune the model and its settings for you — so your assistant keeps improving with nothing to configure.

Add people on Cc or Bcc when you answer an email, release an AI draft or reply on a ticket. Replies open as reply-all, so anyone the customer copied stays in the loop, and every message shows who was copied.

Blind-copy every email reply to an archive mailbox or CRM automatically — for the whole store under Settings → Email, or just for yourself on your profile. The reply box always shows where an automatic Bcc will go.

Open a ticket yourself — after a phone call, a visit in your shop or anything else. Email the customer straight away or log the call as an internal note, with priority, assignee, an order link and files. Press N or use the button in the inbox.

Read customers in any language. Translate a single message, an AI summary, an AI draft or a whole conversation into your own language with one click. Translations are a reading aid only — never sent to the customer.

One press reads your website — colours, logo, and your FAQ, delivery and returns pages — and proposes a complete chat widget design: template, accent colour, header logo, welcome text and four quick questions. Keep what you like, then save.

Design your chat widget on a preview of your own shop: click any part of the widget to change it, edit text in place, add your logo and choose fonts. The visual editor is now available to every store.

Customers returning to the chat see their earlier conversations as cards — a topic icon, a short title in their language, the last message and a dot when your team has replied since they last looked.

With Bring connected, the assistant checks Bring whenever it looks up an order, so customers get the parcel’s latest scan, location and expected delivery — and the order card shows “on its way” or “delivered”.

The assistant can ask Bring to stop a parcel that has already shipped and send it back to you, once the customer has verified their email and confirmed. Off by default; switch it on under Capabilities.

Connect Shelfless, Bring’s fulfilment service, so the assistant knows whether an order has reached the warehouse, cancels it there before your store refunds it, and can check stock and returns.

Choose a product field such as “fits these models” and the assistant reads it when recommending — and finds products by the model named there, even when it isn’t in the title. A separate switch adds review stars from your reviews app.

Mark an AI-built view as “No AI replies” and the assistant stays out of everything it catches — supplier mail, partnership requests, press — so your team answers those itself. You can also set how sure the AI must be before a case joins a view.

Shopify stores can now switch on a setting that lets the dashboard’s Appearance settings take priority over older values saved in the theme editor, so the widget you design in Supportify is exactly what customers see.

Attach files and paste screenshots into email and social replies. Bold, links, lists and blank lines reach the customer exactly as written, and if a reply can’t be sent, everything you wrote stays in the reply box.

An email held in Spam — a supplier, a colleague, your own business mail — can now be let in for your team to answer, with no AI reply. You can still let the AI answer it or confirm it’s spam.

When a colleague emails a customer from their own address with your shared Gmail or Outlook inbox on Cc, Supportify files it as your team’s reply on that customer’s conversation.

Settings → Signatures now shows which signature each reply carries — yours, a team signature or the AI’s — and the AI’s signature uses the same editor, with logo and live preview.

Describe what you want to see — “creators offering to make content for us”, for example — and the AI builds a saved inbox view for it. Preview the matches first; the view then fills with recent cases and keeps collecting new ones.

The new To do tab lists only the cases waiting on your team, so it can actually reach zero. Cases waiting on the customer and cases you’ve parked have their own tabs.

When the AI escalates a conversation to a ticket, the inbox now shows that case once instead of twice, with the whole chat above the ticket in the thread. It’s on for every workspace and can be switched off in inbox settings.

Publish your assistant as a full-page chat with its own link and a printable QR code — for physical shops, packaging or flyers. Shopify stores get the page on their own shop domain.

On WooCommerce, the assistant can put a product straight into the customer’s own cart — including the variant and add-ons they chose — at your store’s prices. The customer checks the configuration and adds it with one click.

Set how long after purchase the assistant may cancel or edit an order — 60 minutes, for example. Older orders are left to your team.

A new reply mode for email: new mail opens with an empty reply box, and the AI writes a draft only when you press the AI button. Ideal for teams that like to write first.

A snoozed conversation or ticket returns to your queue as soon as the customer writes again, with your snooze note kept. Rows are also marked when a customer has sent two or more messages without a reply.

The reply box now sits at the bottom of every conversation and grows as you type. AI drafts open folded so the thread stays readable, discarding a draft can be undone, and answering a customer yourself clears their pending draft.

The inbox shows how much of Meta’s 24-hour reply window is left on each DM and warns you as it runs low. Replies you send directly in Instagram or Meta Business Suite now appear in the Supportify conversation too.

Each channel now has an Overview with its status, account, reply mode, signature and filters. Capabilities is a compact grid grouped by what the AI can do, and connected integrations appear there with each action as its own switch.

Set the launcher shape, the greeting card’s message, emoji and delay, auto-hide after a few seconds, opening on page load and the history button in the dashboard — and these settings now apply on Shopify storefronts too.

Forward any conversation to a supplier or warehouse with attachments, or link it to an existing ticket — even while the AI is still handling it. When the supplier replies, whoever owns the case is notified.

When a customer asks for something in a particular category, the assistant searches the whole collection that fits best, and falls back to your full catalogue if nothing matches there.

Block or always allow senders, domains, subject patterns and keywords for each mailbox. The spam filter is also better at recognising business buyers — purchase orders, quote requests and team orders — as real customers.

Syncing your website into the knowledge base now skips images, repeated theme elements such as banners and footers, and bot-check pages. Documents you delete stay deleted, and each source has a one-click Restore.

Each conversation or ticket now knows which order it’s about. Orders the AI looked up or acted on are pinned at the top of the side panel with the reason, and you can link, change or unlink an order yourself.

Choose which inbox tags should also be added to the Shopify order. Turn on “Add to Shopify order” for a tag, and when your team sets it on a case, the linked order gets it too. Order tags can also be added with one click from the order panel.

Connect Mintsoft, the warehouse system used by many UK 3PLs. Before a cancellation or order change, the assistant and your team check whether the order can still be stopped at the warehouse, and can look up order and return status there.

Switch on “New design” under Appearance for a larger chat window, the Glass template and richer cards: order lookups show a progress card with status and expected delivery, and a single recommendation appears as a larger product card.

When an order is cancelled — by the AI, from the order panel or in Shopify — open tickets about it get an internal note, and a ticket that only asked to change or cancel the order is resolved automatically.

When the AI writes a draft for review, it no longer cancels, edits or creates orders on its own — the person sending the reply makes the change. The assistant also leaves orders alone once packing has started, unless your warehouse confirms it can still be changed.

When a customer swaps to another size or colour of the same product, the discount they paid with carries over, so a same-price swap costs nothing extra.

Got a message that slipped past the spam filter? Mark it as spam from the conversation header — the sender is blocked and the conversation resolved, with an Undo if you change your mind.

The ticket list, conversation list and inbox search now load much faster on stores with tens of thousands of tickets.

New workspaces open the dashboard in your browser’s language, and notifications in the dashboard bell follow the language you’ve chosen.

Boutique is a new chat widget design: a frosted-glass window, a large welcome headline and a pill-shaped message box. It takes your accent colour and your shop’s own fonts, so it looks like it belongs on your store.

Upload your own logo for the chat header and your own icon for the chat button. Show the logo, your name or both, or hide the header bar entirely. White logos are darkened automatically so they stay visible.

The chat opens on a welcome screen with a short headline, an optional second line and an optional assistant name and picture, with your welcome message underneath.

Save your Appearance settings and the text you wrote for the widget — quick questions, headline, welcome message, header title and placeholder — is translated automatically, so every visitor reads it in their own language.

Pick one accent colour and the widget uses it everywhere, with text kept readable. Add a soft background gradient, and choose “Your shop’s fonts” so the widget matches your site without any setup.

When the AI escalates an email, it can hand the thread to your team instead of opening a separate ticket. The AI stops answering, the case stays in your inbox until someone replies, and you’re notified. Prefer tickets? Switch them back on in email settings.

When a storefront customer no longer has the chat open, a note above the reply box says so and when they last wrote, with a one-click Resolve. Your reply is still shown when they come back.

On WooCommerce the assistant can now track shipments, edit and tag orders, issue gift cards and start subscriptions, and search by category and product attributes. Your team can duplicate orders or remove unpaid ones from the order panel.

The assistant reads the language of each customer message and answers in it — whatever your store’s country, currency or domain. If your instructions set a reply language, that still wins.

When an email conversation becomes a ticket, every ticket email arrives in the customer’s original thread under their own subject, as a normal email with your signature.

The Appearance screen is grouped by what your customer sees, keeps a live preview of the real widget one click away, shows whether the widget is installed, and tells you when a Shopify theme setting overrides your choice.

The assistant checks a product’s details — including your custom fields — before answering about colour, material or size, trusts the product page when it says sold out, and shares restock dates only when your store has given one.

Each inbox tab now shows only what its name says. An escalated conversation shows its ticket number and a “Reply on the ticket” button, so you always know where a case is being handled.

Make the chat widget look like your store. Choose a template, set colours, corner radius and font, and watch a live preview of your real widget change as you edit.

Add up to six quick-question buttons to the chat’s welcome screen, each with its own icon. Show them as conversation starters or pin them above the message field; a tap sends the question as if the customer typed it.

Test your assistant the way each channel really delivers it: email replies as an email thread with your signature, Instagram and Messenger replies as a DM thread, and the storefront as your real widget.

Get an alert when several different customers contact you about the same kind of problem in one day, measured against your store’s normal level — often the first sign that something on your site needs attention.

Type a short note — “customer can keep both parcels” — and let the AI turn it into a finished, friendly reply. Make it shorter or warmer, try again, or undo to get your own words back.

When the assistant tells a customer your team will follow up, the conversation appears under Follow-up promised until someone replies, so no promised hand-over slips through.

Add the queues most support teams work from in one click — My cases, Unassigned, Follow up later, Waiting on customer and Recently solved. Rename views, change their icon, update their filters and drag them into the order your team works in.

Filter by several tags, channels or priorities at once, select every row with one click, and assign conversations in bulk. Replying to an unassigned case assigns it to you, so two teammates never work the same customer.

Paste a screenshot or photo straight into a reply — in AI drafts it lands where you pasted it, in ticket replies it’s attached. iPhone photos work too.

Show product recommendations as a swipeable carousel instead of a list, and set the chat window’s width and height on the Appearance page — on every platform, including WooCommerce and custom websites.

When a customer says they never got your email, the assistant can check Klaviyo and tell them whether it was delivered, bounced or blocked by an unsubscribe — and when. Switch it on in the Klaviyo setup.

Connect Appstle Loyalty and verified customers can ask for their points, VIP tier, store credit and active rewards. Appstle Subscriptions can now be connected with one click — no API key and no paid API add-on needed.

If a requested order change would raise or lower the price, the assistant tells the customer the exact amount and waits for their yes before editing the order.

Switch off the email customers get when a ticket is created — useful if another system already acknowledges their message. You’ll find it with the other ticket email settings.

Shopify pages built with theme sections or a page builder are now synced from your live storefront, and new chatbots check your knowledge base before every answer by default.

On mobile, the chat bubble now moves above sticky add-to-cart bars, cart drawers and cookie banners, so it never sits on top of your store’s buttons.

AI drafts now have their own Drafts view. Select several conversations to approve their drafts in one go, and after you send a draft the next one opens automatically.

Create a new order for a customer straight from the conversation: pick products, confirm the address and choose one of your shipping rates. Supportify creates the order and sends the customer a payment link.

Choose whether the AI approves returns on the spot or sends them to you first — always, or only for chosen return reasons, late returns or high-value orders. The Returns page now shows every rule your assistant applies.

Connect Webshipper to create return labels, quote shipping rates and track parcels in the chat. Customers only see tracking for their own verified orders.

The assistant now knows a product’s subscription options — delivery frequency, prepaid plans and subscription prices — and can give the customer a checkout link for the plan they chose.

Customers can ask the assistant to add them to your newsletter, not just remove them. Works with Klaviyo and Mailchimp, and respects double opt-in.

“Where is my parcel?” now works on WooCommerce, using your shipment tracking plugin. Customers can also ask the assistant to place an order and pay through a secure link, and the assistant understands product variations and their stock.

Stores on WooCommerce, Centra, MyStore or any website now get a knowledge base built automatically from their own pages — delivery, returns, size guides and more — so the assistant can answer policy questions from day one.

The assistant now quotes what your checkout will actually charge, including volume and tiered discounts from your discount apps, and can check whether a discount code a customer already has is active, expired or used up.

Your tab, filters, search and open conversation survive a refresh and live in the address bar, so you can bookmark a view or send a colleague a link. Drag to resize the panes — your layout is remembered.

New emails and Instagram or Messenger messages appear in the inbox the moment they arrive, and a reply that couldn’t be delivered is clearly marked in the thread with the reason.

Filter the inbox by customer star rating — all 1–2 star conversations, for example — and click a rating on your dashboard to open the conversations behind it.

Tell the spam filter what it must never catch: always allow specific senders, domains, subject words or keywords. Contact-form messages and emails that mention your order numbers also reach the inbox more reliably.

Instagram and Messenger are now health-checked like email, and you’re notified if a channel stops receiving or sending messages — including when another app in Meta has taken over your messages.

Choose whether customers get an email when you resolve a ticket without replying. If your reply already tells them, you can switch the extra email off.

Opening the dashboard from a Shopify admin always takes you to that store, the store switcher shows which account you’re in, and you can add another store you’ve already set up to the same account.

View and change an order without leaving the inbox: cancel it, update the delivery address, change quantities or add products — even as a free gift. Works in the dashboard and the Shopify app, and changes reach your connected warehouse.

A new Forward tab emails a supplier the parts of the conversation you choose, photos and attachments included. Their answer comes back to the case as an internal note, and you’re notified.

Decide how open your assistant is about being an AI: not at all, only when a customer asks, or up front every time. One store-wide setting covers the chat widget, email, Instagram and Messenger, and your assistant keeps its persona name.

Park a case that’s waiting on a supplier or your warehouse until a date you choose. It leaves your to-do list and comes back on its own when the date arrives.

Click your name in the sidebar to set the name and photo customers see, preview how your replies look in chat and email, edit your signature and see which work is routed to you.

Invited colleagues now create their account in one step, straight from the invitation. Invitations stay valid for 30 days, and admins can copy a fresh invite link from the Team page.

The AI Reply button in the inbox writes in the customer’s language, follows your store’s tone and instructions, and can rework the draft you already have when you ask for changes.

The inbox, the case view, Settings and your profile are now available in Norwegian.

Your channels are listed beside the chatbot settings. A channel that needs attention says so, explains why and offers a reconnect button. Instagram and Messenger replies that Meta refuses to deliver are flagged, with steps to fix it.

If your warehouse has shipped an order that your store still shows as unfulfilled — leaving the customer without tracking — Supportify spots it and lets you know.

When a customer mentions an offer they got by email, the assistant checks the newsletters you’ve sent. Switch on “Mention offers unprompted” and it can also bring up a current offer while recommending a product.

Each inbox row now leads with the subject and the customer’s latest words and shows the case’s tags. Search also finds resolved cases, and every setting for the inbox now lives on one Settings page.

Order lookups — in the assistant, the customer panel and the warehouse tools — list a customer’s most recent orders first, so a frequent buyer’s newest order is always in view.

Supportify now runs on WooCommerce. Connect your store from the dashboard and the assistant can look up orders and customers, recommend products, cancel orders, issue refunds and create discount codes.

Centra stores can now connect to Supportify, so the assistant can answer questions about orders and products. Setup guides you through creating an API token with exactly the permissions needed, and reminds you before the token expires so order lookups never stop unexpectedly.

Stores on MyStore can now connect to Supportify. The assistant can look up orders and customers, search products, cancel orders and update customer details.

No store platform? Add the Supportify chat to any website or landing page with one snippet. It answers from your knowledge base, creates tickets and is managed from the same dashboard.

Connect your own Bring agreement to book return labels, quote shipping prices, find pickup points and parcel lockers, and track Bring shipments — all from the chat.

Subscribers can manage their Appstle subscription in the chat: pause, resume, skip a delivery, change how often it arrives, update their address or payment card, or cancel — with your retention offer first.

Verified customers can ask whether they’re subscribed to your newsletter, get back a Klaviyo discount code you’ve already sent them, and — if you allow it — unsubscribe right from the chat.

Custom Email channels can now send replies from your own address, such as support@yourshop.com. Add the DNS records shown in the channel setup, then pick that address as your customer email sender.

Type / in the reply box to add a product card, help article, template, new discount code or gift card. Customers see a proper card in chat, email and social messages — not a plain link.

Leave a private note on any conversation that only your team sees, and select conversations and AI drafts in bulk to resolve a whole batch at once.

Inbox search now looks through message text and email subjects in conversations and tickets, not just customer names and addresses. Photos customers send now appear right in the thread too.

A new Privacy page lists the customer data requests your store has received, lets you download each export as JSON or CSV, and shows how long conversation data is kept.

A switch in the Shopify app takes the chat bubble off your storefront right away, without opening the theme editor. Switch it back on and the widget returns on the next page load.

Sales pitches and cold outreach sent to your support inbox are now filtered out before the AI answers, and contact-form messages are filed under the customer’s own name and email address.

Build email signatures from simple fields with a live preview and an uploaded logo — no HTML needed. Each agent can switch a personal signature on or off, your store signature covers AI replies, and you can edit or skip either from the reply box.

Every Monday, active stores get a short email with last week’s results: conversations handled, tickets created, AI resolution rate and sales from chat.

The Get Help assistant now works in the merchant dashboard too. Ask how Supportify works, have it adjust your assistant’s instructions or knowledge base, or pass your question to our team.

On email, the assistant can look up what a verified customer was told in earlier conversations — a quoted price, an agreed delivery date — instead of asking them to repeat themselves.

Fetch the rest of a Gmail or Outlook thread with one click, or forward an old email to a conversation’s own address to add it. On Custom Email, BCC your Supportify address when replying from your own mail client and the reply is saved to the conversation.

The chatbot, settings and knowledge base pages have a cleaner, consistent layout. A new Publish view lists every channel with its own live switch, so you can pause replies on one channel without disconnecting it.

The spam folder now works like the rest of the inbox: read the full message, search, see why each one was held, and release or confirm messages one by one or in bulk.

Each conversation shows how many earlier conversations you’ve had with the customer and opens them in place, so you never lose the reply you’re writing.

Tickets now have three clear statuses — Open, In progress and Resolved — and the Tickets tab opens on Open, so the tickets waiting for you come first.

Analytics now has its own place in the sidebar, lists your latest chat-influenced orders with how each was attributed, and shows your contact rate — support tickets per 100 orders.

If a teammate takes over a chat and nobody on the team replies for 24 hours, the assistant answers the customer’s next message, so returning customers are never met with silence.

The Shopify app loads and responds noticeably faster, and the inbox loads lighter lists, so moving between pages and conversations feels quicker.

Connect Claude, ChatGPT, Cursor or another AI assistant to your workspace and ask it about open tickets, have it draft answers as internal notes, tag or reply. You choose exactly what each assistant may do, and can disconnect it any time.

Set first-reply and resolution targets per priority or tag, with business hours, and see a live SLA meter on every ticket. Supportify suggests targets from your team’s own response times and alerts the assignee before a deadline is missed.

Reports now cover the AI as well as your team: AI conversations, resolution rate and ratings, volume by channel, sales from chat and a visitor-to-sale funnel, each with a trend against the previous period.

Type @ in an internal note to mention a teammate — they get a notification and an email with a preview of the note.

Fold several tickets about the same case into one thread. Merged messages are marked with the ticket they came from, and when different people are involved, everyone is copied on your replies.

Link related tickets as blocked by, related to or duplicate of, and email a supplier or courier straight from a ticket. Their replies land in a linked ticket, and you’re notified when a blocking ticket is resolved.

Messages your filters held back now appear in a Spam tab. Restore anything real with Not spam and it goes through as normal, with the sender remembered next time.

When a returning customer starts a new email thread, the assistant sees a summary of their latest conversation with you, so follow-ups don’t start from zero.

Incoming emails display with their original formatting and images, long quoted history is folded away, and messages from the same customer across separate threads are shown together.

The Chatbot page now holds your channels and integrations, with a side menu for each section, settings that open in place and one Save bar. An All channels mode applies shared settings to every channel at once.

Sign in to the dashboard with your Shopify store, open it already signed in from the Shopify app, or set and reset a password from the login page.

A feedback button in the dashboard lets you report a problem from the page where it happened — drop or paste a screenshot and keep working while the form stays open.

Open any knowledge-base document and read it as clean, formatted text — exactly what the AI knows.

Watch storefront chats as they happen, see which page the customer is viewing, and take over from the AI in one click. Your reply appears in their chat instantly with your name and photo, and you can hand the conversation back to the AI at any time.

Assign any ticket or conversation to a teammate, and they’re notified by email. Give teammates areas of expertise so escalated tickets go to the right person automatically, and filter the inbox by owner.

Filter the inbox by status, priority, channel, tag, assignee or SLA, then save the combination as a view — just for you or shared with your team.

Leave notes on tickets that customers never see, clearly marked as team-only — in the dashboard and in the Shopify app.

Tag tickets and conversations from your own list, give each tag a colour, and create new tags right from a ticket. The AI’s automatic topic shows up as a tag too, so one filter covers both.

Select several tickets to change their status, priority or assignee, or resolve them together. Prefer columns? Switch to the board view and drag tickets between statuses.

A notification bell collects new tickets, customer replies, assignments and mentions, updates live on every dashboard page, and opens the exact ticket or conversation each one is about.

See how often a customer has been in touch, open their earlier tickets and conversations, and check their orders and lifetime value in a profile panel — without leaving the reply.

Invite your whole team: seats are unlimited and free. You pay per AI conversation, never per team member.

A new Returns page lists the returns customers start through the assistant, with status and labels, next to your return settings.

The reply box gains personal signatures, drag-and-drop attachments, saved replies via /template, product search via /product and Send & Resolve. Keyboard shortcuts move through the list and send replies.

AI drafts show recommended products as real product cards while you review them. Add headings, links, attachments and inline images before sending, with your signature added just like a manual reply.

A cleaner, roomier inbox: channel logos on every row, a channel rail to filter by inbox, more room for the conversation on laptop screens, and a shareable link for every conversation.

A ticket the AI escalates shows the full, dated chat it came from and the AI’s summary, so whoever picks it up has the whole story.

Email replies are now entirely in the language the customer wrote in — including product cards, buttons and ticket notifications.

When the assistant creates a return label, the tracking number is also added to the return in your Shopify admin, where you already look.

When you install Supportify, it reads your store’s policies, pages and products, writes a summary of your store, suggests a tone of voice that matches your brand and fills your knowledge base — so setup becomes a quick review.

Moving from Kundo, Zendesk or Gorgias? Bring your ticket history into Supportify from Settings, so past conversations are there from day one.

Give each teammate the access they need, from a role template or per-person switches — agents can answer tickets without seeing billing or business analytics, for example.

Connect Lipscore and the assistant can show star ratings on product cards, quote real customer reviews and summarise how customers rate a product overall.

Answer a customer directly in Gmail or Outlook and Supportify adds your reply to the conversation and marks it as answered — the AI won’t draft a second response to a thread you’ve already handled.

The assistant can read size charts, size lists and specs stored in your product fields, understands options like size and colour, and lists in-stock variants first when customers ask about availability.

Product cards in chat now show the price shoppers actually see in their own market — in their currency and including VAT — so the chat always matches your storefront.

Orders the assistant creates include your store’s real shipping cost, and you can let customers choose between your shipping methods before the order is placed.

Sales from chat now has a card on your dashboard home, and conversations that led to a purchase are marked in the inbox, with a filter to find them.

With Ongoing connected, cancellations reach the warehouse even before an order has synced there, edits are sent to the warehouse before they’re confirmed, and unpaid add-ons are held back from picking until paid.

Custom Email channels can now have several forwarding addresses — support@ and sales@, for example — each with its own settings.

Ask the in-app Get Help assistant to add a fact to your knowledge base or make a small, targeted edit to your chatbot’s instructions, and it does it for you.

Check the health of Supportify’s services any time at status.supportify.no.

Shoppers can upload a photo on a product page and see an AI-generated image of themselves wearing or using the product. Switch it on in your chatbot settings and choose the image quality.

See the orders and revenue your AI assistant helped bring in, split into direct and influenced sales, with the products it recommended and a link to each chat.

Connect several Gmail or Outlook addresses — support@ and sales@, for example — each with its own settings. The assistant knows which address it’s replying from, so it never asks customers to email you somewhere else.

Let the AI write the greeting on product pages: a short, product-specific opening line in the shopper’s language. If anything goes wrong, your own greeting is shown instead.

Mute a thread or block a sender from the inbox and the AI stops replying or drafting for them — useful for newsletters, automated mail and persistent spammers. Unblock any time.

Story reactions, emoji-only messages, phishing and repeat spam accounts are filtered out before the AI answers, while genuine customer photos still get through. On email, customers you’re already talking to always pass the filter.

Customers can search in their own language even when your catalogue is written in another, and asking “what do you sell?” now gets a real overview of your range.

Customers can send photos straight from an iPhone in the chat, and files up to 15 MB are accepted — handy for damaged items and fit questions.

Size guides and comparisons appear as proper tables in the chat, and customers can tap any image to zoom in.

Connecting Ongoing now starts by choosing Smart Returns and Smart Cancellations, with screenshots showing where each credential lives and a ready-made email to your 3PL in 12 languages.

Chatbot instructions can now be up to 12,000 characters, with a heads-up as you approach the limit.

If you uninstall and later reinstall the Shopify app, your chatbots, custom email addresses and knowledge sources come back as you left them.

Custom Email channels bring customer attachments into the inbox and onto tickets, and send your attachments along with replies.

Upgraded to Anthropic's latest Claude Sonnet 4.6 model with a 1M token context window, delivering better reasoning and longer conversation memory at the same price.

Connect any support inbox without OAuth or DNS changes — just forward to a unique Supportify address. Works with Gmail, Outlook, Yahoo, Zoho, or any custom domain.

The AI now handles hyphenated model codes, SKUs, and year/make/model queries far better, running a parallel tag search so fitment-based stores (motorcycle parts, auto parts, apparel sizes) surface the right products.

Get instant push notifications on your phone for new tickets, customer replies, draft approvals, and billing alerts.

Sign in to the Supportify mobile app with your Google account.

Generate professional reply suggestions for tickets with one click, powered by Claude AI. Add optional instructions to guide the tone and content.

Two new shipping integrations: Proteria for order management and Cargonizer for multi-carrier shipping with pickup point search and shipping estimates.

When billing limits are reached on email channels, incoming emails are automatically converted to tickets instead of being dropped — no customer messages lost.

Dedicated settings modals for discount rules, return policy, fallback behavior, email filtering, and messaging configuration — easier to find and manage.

New statistics cards with animated counters, circular progress indicators, and category insights showing what your customers ask about most.

Refreshed UI across the entire merchant dashboard with improved component library, new design system, and better accessibility.

Customers can now reply to resolved tickets directly from the ticket portal to reopen them — no need to create a new ticket. Supported in all 26 languages.

Tickets reopened via email now show correctly across the inbox, badge counts, and filters instead of being hidden.

New Gmail and Outlook messages are now picked up and processed faster, keeping your connected inboxes reliably in sync.

Gmail and Outlook connections now renew themselves automatically, so your connected inboxes keep working without you having to reconnect.

Lower breakpoints and improved layout so the inbox works better on smaller screens and Shopify admin panels.

Connect nShift for return label generation with a guided setup modal, product-aware return instructions, and automatic carrier selection.

Instagram and Messenger channels now show customer profile pictures and display names, with a smart message formatter that adapts to platform limits.

Updated settings pages for channels, email branding, discounts, and message routing with improved layout and interactions.

The merchant onboarding flow has been streamlined from multiple steps down to just three, getting new stores live faster.

Email channel replies now support inline images, so AI-generated responses can include product photos and visual content.

Your AI agent can now send image attachments in Instagram DM conversations.

Order modifications on WMS-connected stores now run pre-flight validation against Ongoing WMS before making changes, preventing sync conflicts.

Product, discount, and gift card cards in the chat widget have been redesigned with a consistent horizontal layout.

Conversations and tickets are now merged into a single inbox view with tabs for "Needs Action", "All", "Conversations", and "Tickets" — replacing the separate pages.

A new compose editor with slash commands (/p for products, /a for articles, /d for discounts, /g for gift cards, /ai for AI reply) and inline widget card previews.

The inbox detail view now shows a customer sidebar with order history, previous conversations, and contact information alongside the conversation.

Add custom display names and avatars for team members, shown on replies sent from the inbox.

Product cards, KB articles, discounts, and gift cards now render as styled cards in ticket emails — not just plain text links.

Connect any email inbox by setting up forwarding — no OAuth needed. Includes a verification workflow and dedicated management UI.

Generate a copy-paste embed snippet to add the Supportify chat widget to any website, not just Shopify stores.

Automated daily health checks for all connected channels spot connection problems early, so you can fix them before customers notice.

Your AI agent can now browse product collections, filter by on-sale items, and display compare-at prices with discount badges.

The chat widget now includes a channel selector on mobile, letting customers switch between support channels.

The conversations dashboard now includes a date range picker with period-over-period comparison, so you can track trends over time.

Disconnecting a channel now soft-deletes it, preserving configuration so you can reconnect later without re-setup.

Performance Insights figures in the dashboard are now more accurate.

Customers and agents can now send and receive file attachments in tickets, email, and chat.

Drag files directly into the compose area or click to browse. Includes an attachment preview modal for images.

Customers can now view and reply to support tickets directly on your Shopify store — no external links needed.

Ticket confirmation emails and the customer ticket portal are now fully translated into 26 languages, including right-to-left languages like Arabic.

Outlook connections now catch up automatically and stay subscribed, so no customer message slips through.

Stores with large discount catalogs (up to 250 codes) are now fully supported in allowlist mode.

Discount settings are now configured reliably when new stores complete onboarding.

Product search results are now more accurate, with improved matching.

Profrakt return labels now support stores with multiple shipping management agreements.

Updated branding, billing visibility, and pricing documentation to meet Shopify App Store requirements.

Dashboard tables now display properly on smaller screens with improved responsive layouts.

The return shipping setup now validates your Profrakt settings before saving, preventing configuration errors.

Your AI agent now works with Shopify Markets, automatically handling multi-region stores and localized order data.

Conversations are now automatically categorized, giving you insights into what customers ask about most.

Lock order tags to prevent modifications on processed orders, with per-action controls for fine-grained protection of your fulfillment workflow.

Emails now respect the customer's language preference with improved locale detection.

Connect Instagram DM and Facebook Messenger so your AI agent can respond to customers across social media.

Get AI-generated summaries and insights for each conversation, with resolve/reopen buttons for better ticket management.

Sync your chatbot configuration across all connected channels with a single click.

Choose whether to show or hide AI tool usage indicators (like "Looking up order...") in the storefront widget.

A built-in help center with step-by-step guides is now available directly in the merchant dashboard.

The AI agent now automatically adapts its available tools per channel — email channels hide widget-only actions for a cleaner experience.

Set a custom z-index for the chat widget to prevent it from hiding behind other elements on your store.

Each channel can now have its own color theme, making it easy to distinguish between widget, email, and social channels.

"Powered by Supportify" removal is now tied to an active billing subscription.

Faster knowledge sync with parallel processing, improved policy sync toggling, and better document management.

Dismissed greeting cards now stay dismissed across page refreshes.

Completely redesigned landing page with scroll-driven animations, live stats, interactive pricing calculator, and real integration demos.

An interactive calculator that compares Supportify pricing against competitors, so you can see exactly what you'll save.

Added real testimonials from merchants like Elbilgrossisten and RedHeal.

Connect your Ongoing WMS warehouse system for automated inventory and return management.

Profrakt now supports multiple shipping carriers, giving customers more return options.

Fixed the chat widget on iOS where the virtual keyboard would overlap the message input field.

The chat widget is now fully translated into Nordic languages (Norwegian, Swedish, Danish, Finnish) with automatic language detection.

Customize the rating prompt text in the theme editor to match your brand voice.

Connect ShipStation for return label generation, expanding shipping options beyond Nordic carriers to global coverage.

Set a custom "from" address for outgoing support emails to match your brand identity.

New option to search your knowledge base before calling AI, reducing response times and costs for common questions.

AI-generated email replies are now saved as drafts for your review before sending, giving you full control.

Long conversations are automatically compacted to stay within AI context limits, so the chatbot never loses track of the discussion.

Your AI agent now enforces your return policy automatically, checking eligibility before processing returns based on configurable rules.

Control which pages the chat widget appears on with new visibility settings.

Improved extraction of plain text from HTML-only emails for more accurate AI responses.

A step-by-step setup wizard that auto-imports your store info from Shopify and gets you live in minutes.

Completely rebuilt chat widget with browser bundle support, better accessibility, conversation history, and improved mobile experience.

Switch between channels directly from the setup navigation panel.

Gmail integration now processes only new emails, so customers never get duplicate responses.

Configure which discount codes your AI chatbot can offer, with allowlist and tag-based filtering.

Support conversations now fire Meta CAPI events (Lead, Purchase, CompleteRegistration), enabling better ad attribution from your support channel.

The chatbot now knows which page the customer is browsing, enabling more contextual responses.

The customer-facing ticket portal now displays your store logo and branding for a cohesive experience.

Your billing cap now stays in sync with Shopify — if you update it in Shopify admin, we detect and apply the change automatically.

Tickets now open in a consistent modal across the dashboard with ticket assignment and status tracking.

The merchant dashboard now supports internationalization for multi-language teams.

Your AI agent can now edit orders and process automatic refunds, with changes synced to Ongoing WMS for warehouse-connected stores.

New landing page comparing Supportify AI to Gorgias, highlighting key advantages.

When billing limits are reached, the AI now gives shorter responses and hides branding for a cleaner customer experience.

Connect your Gmail or Outlook inbox and let AI handle customer support emails with the same intelligence as the chat widget.

Request early access to upcoming channels like Instagram, Messenger, and WhatsApp directly from the dashboard.

Added structured data and improved meta tags across the landing page for better search engine visibility.

Switched to a simpler per-session billing model — you pay per conversation, not per message.

Try the AI chatbot right on our website with a real-time demo widget.

Customers can now see their previous conversations when they return to your store.

Upload plain text directly to your knowledge base — no file needed.

Customize ticket email templates with your store branding and colors, with a live Gmail-like preview. Emails also support localization for multi-language stores.

Your AI agent can now offer retention discounts when customers try to cancel Seal Subscriptions, helping reduce churn automatically.

Set custom width and height for the chat window in the theme editor.

The knowledge base management UI has been completely redesigned with a card-based dashboard for easier document management.

Connect your Ongoing Warehouse Management System for unified return handling alongside Shipmondo and Profrakt.

AI can now manage Seal Subscriptions — pause, resume, skip, reschedule, and offer retention discounts.

New hero with animated text rotation, mesh gradient background, and Shopify badge.

When your billing cap is reached, the AI automatically switches to a lighter model and focuses on creating support tickets — keeping customers supported without extra charges.

Fresh logo with gradient design and updated brand theme across the platform.

New demo confirmation page with direct Calendly booking links for a smoother scheduling experience.

Rating prompts are now automatically configured based on your chatbot settings.

Set up automatic notifications for new tickets, escalations, and important events.

The setup flow now checks widget deployment status and offers a deep link to test your chatbot.

Automatically sync your Shopify pages, blog posts, and policies to the AI knowledge base — including external URL and sitemap support.

New billing system that charges based on conversation outcomes with cap enforcement, soft/hard thresholds, and merchant notifications.

Product search now uses a two-phase approach for faster, more focused results.

Full conversation history with tool calls now displays beautifully in ticket details.

Full chat widget theme customization — colors, sizes, positions, and greeting cards — all editable from the Shopify theme editor.

Better mobile UX with clickable greeting cards, Safari fixes, and improved text input handling.

Updated landing page with better modal conversion flow, accessibility improvements, and redesigned pricing section.

Launch of Supportify AI — an AI-powered customer support chatbot for Shopify stores with order lookup, return handling, and smart escalation.

Chat widget loads through Shopify's app proxy with conversation persistence across page navigations.

Automated return shipping labels for Nordic countries via Shipmondo.

Automatic email notifications for ticket creation, updates, and escalations.