Documentation

AI-Powered Chat

Supportify uses advanced language models from OpenAI and Anthropic to provide intelligent, context-aware customer support. The AI can understand customer intent, search your knowledge base, and take actions through integrated tools.

Supported AI Models

• GPT-4: Most capable model, best for complex queries and nuanced conversations
• GPT-3.5 Turbo: Fast and cost-effective, recommended for most use cases
• Claude 3 Opus: Excellent reasoning and long-context understanding
• Claude 3 Sonnet: Balanced performance and cost
• Claude 3 Haiku: Ultra-fast responses for simple queries

Features

• Streaming responses with real-time typing effect
• Conversation history and context retention
• Multi-turn conversations with memory
• Rate limiting (20 messages/min per session)
• Session management and persistence

Knowledge Base

Upload documents to create a searchable knowledge base. The AI uses vector embeddings to find relevant information and answer customer questions based on your content.

Supported File Types

• PDF: Product catalogs, policy documents, user manuals
• DOCX: Word documents with FAQs and guides
• TXT: Plain text files
• Markdown (.md): Formatted documentation

Upload Limits

• Up to 10 files per upload
• Maximum 10MB per file
• Automatic text chunking and embedding
• Processing typically completes within 1-5 minutes

Best Practices

• Upload comprehensive FAQs and policy documents
• Keep documents focused on specific topics
• Include product care instructions and usage guides
• Update documents when policies change
• Use clear, concise language in your documents

Ticket System

When the AI can't resolve an issue, it can escalate to a human support ticket. Customers receive a unique ticket number and can reply via email or a secure web portal.

Ticket Features

• Automatic Creation: AI creates tickets with full conversation context
• Priority Levels: Low, medium, high, urgent
• Email Notifications: Customers and admins receive updates
• Status Workflow: Pending → In Progress → Resolved → Closed
• Access Tokens: Secure customer portal links
• Email Replies: Customers can reply to tickets via email

Admin Dashboard

• View all tickets with filters (status, priority)
• Add internal notes (not visible to customers)
• Track response and resolution times
• Update ticket status and priority

Email Integration

Supportify integrates with Resend for transactional emails and inbound email processing. Customers can reply to ticket notification emails, and their responses are automatically added to the ticket.

Email Features

• Ticket Notifications: Automatic emails when tickets are created or updated
• Reply-to Addresses: Each ticket has a unique reply address (ticket+TKT-XXXXX@supportify.no)
• Email Parsing: Automatic removal of quoted text and signatures
• Reopen Closed Tickets: Tickets automatically reopen when customers reply
• Admin Notifications: Alerts when customers reply to tickets

AI Tools: Product Search

Allows the AI to search your Shopify product catalog by name, type, vendor, or tags. Returns relevant products with prices, availability, and images.

Capabilities

• Natural language search (e.g., "blue shirts under $50")
• Filter by product type, vendor, availability
• Returns up to 50 products per search
• Includes variant information (sizes, colors)
• Shows current pricing and inventory status

AI Tools: Order Management

Powerful tools for customers to manage their orders through the chat interface.

Order Lookup

• Search by order number or email address
• Email verification required for security
• Shows order status, items, totals, shipping info
• Includes tracking information when available

Order Cancellation

• Cancel unfulfilled orders
• Email verification required
• Option to notify customer via email
• Prevents cancellation of fulfilled orders

Fulfillment Tracking

• Real-time shipment tracking
• Carrier information and tracking numbers
• Estimated delivery dates
• Delivery status updates

AI Tools: Customer Tools

Customer Lookup

• Search customers by email or ID
• View order history and account details
• Customer tier classification (New, Returning, VIP, etc.)
• Lifetime value calculations
• Email verification required

Customer Profile Update

• Update name, phone, email
• Modify default shipping address
• Email verification required
• Changes sync to Shopify immediately

Return Requests

• Create return authorizations
• Specify items and quantities
• Email verification required
• Returns authorization number provided

System Prompt Guide

The system prompt is the most important configuration for your chatbot. It defines personality, tone, and behavior guidelines.

Best Practices

• Be specific: Define exactly how the chatbot should behave
• Set boundaries: Clarify what the chatbot should and shouldn't do
• Include policies: Mention key store policies (shipping, returns, etc.)
• Define tone: Friendly, professional, casual, formal, etc.
• Provide context: What products you sell, target audience, brand values

Example Structure

You are [Name], a customer support assistant for [Store Name].

Your Role:
- Help customers with product questions, orders, and returns
- Be friendly, professional, and concise
- Always verify customer identity before accessing sensitive information

Store Information:
- We sell [product category]
- Shipping: Free over $50, 3-5 business days
- Returns: 30 days, original condition
- Support hours: Mon-Fri 9am-5pm EST

Guidelines:
- If you can't help, escalate to a human agent
- Never make up information - search the knowledge base first
- Always thank customers for their patience

Email Verification

For security, Supportify requires email verification before executing sensitive actions like order cancellations, returns, or profile updates.

How It Works

• Customer requests a sensitive action (e.g., cancel order)
• AI sends a 6-digit verification code to the customer's email
• Customer enters the code in the chat
• Code is valid for 3-4 hours
• Maximum 3 verification attempts
• Rate limited to prevent abuse

Data Retention

Supportify implements a 90-day data retention policy for customer data, in compliance with GDPR and privacy best practices.

What Gets Deleted

• Chat sessions ended more than 90 days ago
• Chat messages older than 90 days
• Tool execution logs older than 90 days
• Data access audit logs older than 90 days

What's Retained

• Active chat sessions (not yet ended)
• Open or recently closed tickets (configurable)
• Store configuration and settings
• Knowledge base documents
• Usage and billing records (required for accounting)

Pricing Model

Supportify uses simple per-session pricing. You pay $0.50 per chat session, charged when a customer sends their first message. This means you only pay for conversations that actually happen.

What You're Charged For

• Chat Sessions: $0.50 per session (charged on first customer message)
• Support Tickets: $0.50 per ticket escalation
• Return Labels: Shipping cost + 50% markup (when using Shipmondo integration)

Free Tier

• 50 free sessions every month ($25 value)
• Free tier renews on the 1st of each month
• No credit card required to start
• All features included during free tier

Billing Protection

• Set a monthly spending cap ($10 - $50,000)
• Warnings at 90% of your cap
• Optional fallback mode when cap is reached
• You're never charged more than your monthly cap