Shopify AI Support

Shopify AI Support puts a chat on your store that answers shoppers around the clock. Each answer draws on three sources:

Shopify, live: product search, product and variant details, current prices and stock in the shopper’s market, and your store policies and FAQs. Nothing to set up beyond your store domain, and no API token.
Your pages: the FAQ, policy, brand or buying-guide pages you already publish, read when a question needs them.
Your instructions: how it should help, in your own words — tone, how to recommend, where to send order questions.

It replies in the language the shopper writes in, and links only to pages that exist on your storefront. It never sees orders, carts or accounts. Shoppers never touch your workspace.

Before you start

A Shopify store, on a theme or a headless/Hydrogen storefront. No Shopify app to install.
Gosper credits. Shopper messages are answered by your default AI model and billed to your credits.

1. Create an assistant

Turn on Shopify AI Support on the Gatekeepers page.
Open AI Support under Apps in the sidebar and choose New assistant.
Fill in the basics, then Create:
- Store name: how the assistant and the chat header refer to your store;
- Support email: where it sends shoppers when it can’t help;
- Shopify store: your your-store.myshopify.com domain (the .myshopify.com one, even if shoppers use a custom domain);
- Allowed websites: the exact origins the chat may run on, one per line, such as https://acme.com. List every domain shoppers use, for example both your custom domain and https://acme.myshopify.com. Requests from any other site are refused. http://localhost is allowed for testing.

With only these, the assistant already answers from Shopify: products, prices, stock and policies.

2. Tell it what it knows

The Assistant section is a list of items. Add as many as you need, then Save changes.

Item	Fields	Use it for
Text	Title, Content	Your instructions and facts: its role and tone, how to recommend, current offers, where to send order and refund questions. The assistant follows these.
Web page	URL, Page summary	Pages it reads when a question needs them: FAQ, shipping and returns, warranty, size guide, brand story. Up to 8 public HTTPS pages, as HTML, Markdown or plain text.

The Page summary is how the assistant decides when to open a page, so describe what the page holds: “Shipping, returns and warranty FAQ”. Shoppers don’t see it.
Edits to a page reach the assistant within about a minute, plus whatever caching your site applies. Nothing is copied into Gosper, so keep the page itself up to date.
If your store already publishes one document that covers everything (an llms.txt, a help-centre export), one web page item is enough.
Text items share a 64 KB limit. Summarize; put whole pages in as web pages instead.
Under Custom message for when it can’t answer you can write what shoppers see when no answer is possible — for example, a link to your contact page. It is shown exactly as written (up to 500 characters). Left blank, shoppers see a short default message with your support email.

Page content is treated as reference material: a page can’t change how the assistant behaves. Only your text items do that. Prices and stock always come from Shopify, never from a page.

Example instructions

A text item like this covers most stores. Adjust it to yours:

You help shoppers choose the right product and find the right page.

Keep answers short and friendly. When recommending, give 2–4 options with a
one-line reason each, based on budget and use. If key information is missing,
ask one short question first.

For orders, returns and refunds, link to /pages/contact.
Every order over €100 ships free within the EU.
Never promise delivery dates; give the usual range from the shipping page.

3. Set its appearance

In Appearance, upload a logo (PNG, JPEG, WebP or SVG; it is saved as soon as you choose it) and pick an accent color. The chat header shows your logo and store name.

These are set in Gosper only. The snippet on your pages carries nothing but its key, so a copied or edited snippet can’t make the chat look like another store’s.

4. Open it to shoppers

Choose Open to shoppers. Gosper asks you to approve which model answers and that its cost is billed to your credits. Until you approve, the assistant shows Waiting for approval.

Once approved, the Install section shows the embed code.

5. Install the snippet

Copy the embed code and paste it just before </body> on your storefront:

Theme stores: Online Store → Themes → Edit code → layout/theme.liquid.
Hydrogen: your root layout.

<script src="https://service.gosper.ai/shopify-ai-support/v1/embed.js" data-key="sas_…" async></script>

The key is public by design: it appears in your page source, identifies the assistant and grants nothing. Calls must still come from an allowed website and pass rate limits.
The script is a small loader. It fetches the chat once the page is idle or the shopper interacts, so it doesn’t slow your page down. The chat renders in its own Shadow DOM, so your theme’s styles don’t leak in, and your site doesn’t need React.
Changes Gosper makes to the chat reach your shoppers within about five minutes.
If your storefront sends a Content-Security-Policy (Hydrogen does by default), allow https://service.gosper.ai for scripts and connections.
On a Shopify theme, the chat picks up the shopper’s market from the theme, so prices and availability match the market they chose. Elsewhere, the assistant judges the market from your site, the page and your instructions, and asks when it matters and is unclear.

Day to day

Under each assistant’s name you see where it is installed and its message count today and this week, plus how many went unanswered today.
Change any section and Save changes. New answers use the new settings.
More actions (…) holds the two actions that affect the snippet on your pages:
- Replace key: issues a new key. The old snippet stops working, so paste the new embed code.
- Disable: stops the chat immediately and clears its conversations.
When your credits run out, shoppers see your “can’t answer” message until you top up.

Check on it with your agent

Your Gosper agent can tell you how the assistant is doing and fix what it gets wrong. Store data isn’t added to your workspaces automatically. In the workspace you want to use, add Shopify AI Support as a connection (the agent can also ask you to). Then ask things like:

“How did the store assistant do this week?”
“Which questions couldn’t it answer, and why?”
“What did it cost per conversation yesterday?”

The agent reads the daily figures (chat loads, conversations, messages, answers, unanswered messages and their reasons, and credits spent), opens the unanswered conversations, compares them with what you’ve told the assistant, and proposes a fix to the relevant item. Every change waits for your approval. To get this on a schedule, set up a scheduled task, such as a weekly review.

Two signals worth knowing:

Chat loads drop to zero after days of traffic: the snippet was removed or the site changed.
Requests refused from a site that isn’t allowed: add it if it’s yours. Otherwise someone copied your snippet, and the allowlist kept it from working.

What shoppers experience

Answers in their own language, with recommendations that link to real product pages on the storefront they’re on. Links to your own pages open in the same tab.
The conversation follows them across pages, so follow-ups like “and the second one?” work. It is kept on Gosper’s servers and deleted 7 days after the last message.
One message at a time: a second message sent while a reply is still being written is turned away.
It never asks for passwords, payment details or government IDs, and it can’t look up orders, change carts or take payments. For those, it points to your contact page or support email.
When no answer is possible (credits ran out, or the model failed), shoppers see your “can’t answer” message, never technical detail.