Getting Started with Supportify

Start by installing Supportify from the Shopify App Store:

1. Visit the Shopify App Store
2. Search for "Supportify" or navigate directly to our app page
3. Click the "Add app" button
4. Review the permissions requested (read products, orders, customers; write fulfillments, orders, returns)
5. Click "Install app" to authorize Supportify

After installation, you'll be taken to the Supportify app dashboard inside your Shopify admin. A chatbot has been automatically created for your store - now let's customize it:

Basic Settings

• Chatbot Name: Give your chatbot a friendly name (default: "Customer Support Bot")
• System Prompt: Define your chatbot's personality and behavior. This is crucial for tone and brand voice.
• Welcome Message: Set the first message customers see when opening the chat (default: "Hi there! How can I help you today?")

AI Model Selection

• Provider: Choose between OpenAI or Claude
• Model: Select the specific model based on your needs:
  • GPT-4: Most capable, best for complex queries (higher cost)
  • GPT-3.5 Turbo: Fast and cost-effective (recommended for most stores)
  • Claude 3 Sonnet: Excellent balance of speed and intelligence
• Temperature: Control creativity (0 = focused, 2 = creative). Recommended: 0.7
• Max Tokens: Maximum response length. Recommended: 500-1000

Example System Prompt

You are a helpful customer support assistant for [Your Store Name].
Your goal is to help customers with their questions about products,
orders, and store policies.

Be friendly, professional, and concise. Always verify customer identity
before accessing order information. If you cannot resolve an issue,
offer to escalate to a human support agent.

Store policies:
- Free shipping on orders over $50
- 30-day return policy
- 24-hour order cancellation window

Supportify provides powerful tools that allow the AI to take actions on behalf of customers. Review and enable the tools you want:

Enhance your chatbot's knowledge by uploading documents about your products, policies, and FAQs:

Supported File Types

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

How to Upload

1. Navigate to Documents in your dashboard
2. Click "Upload Documents"
3. Select up to 10 files (max 10MB each)
4. Add optional descriptions for better organization
5. Click "Upload" and wait for processing

What Documents to Upload

Before making your chatbot live, test it to ensure it responds correctly:

Using the Test Feature

1. Navigate to Chatbot Settings
2. Click "Test Chatbot"
3. Send sample questions like:
   • "Where is my order?"
   • "What's your return policy?"
   • "Can I cancel my order?"
   • "Tell me about [product name]"
4. Review the responses and refine your system prompt if needed

What to Test

The final step is to enable the chat widget on your Shopify store:

Enable the Theme Extension

1. In your Shopify admin, go to Online Store → Themes
2. Click "Customize" on your active theme
3. In the theme editor, click "Add section" or "Add app block"
4. Look for "Supportify Chat Widget" in the Apps section
5. Add it to your theme (typically in the footer or as a global app block)
6. Customize the appearance if needed (chat bubble color, header text, etc.)
7. Click "Save" in the top right

Customize Widget Appearance

Back in the Supportify dashboard, you can customize:

• Primary Color: Match your brand colors
• Position: Bottom-right, bottom-left, etc.
• Welcome Message: First message customers see