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Here are answers to the most common questions from Egentify merchants. If you don’t see what you’re looking for, reach out to the support team via the chat in your dashboard or at support@egentify.com.
No. Egentify queries your Shopify or WooCommerce store in real time on every conversation. Product information, order details, and store policies are always up to date without any setup.
For chat and email, the AI can look up orders if the customer provides their order number and email. For voice calls, the AI verifies the customer’s identity by sending a one-time code to their phone before showing order details.
Yes. Create a separate project for each store in your Egentify dashboard. Each project has its own settings, widget, and conversation quota.
On the Free plan, the widget is hard-capped — when the monthly limit is reached, the widget stops responding until the next billing cycle. Upgrade from your billing dashboard to avoid interruptions. Paid plans include higher monthly conversation limits; see the billing settings for your plan’s details.
Yes. In Agent Settings, you can set a custom agent name, write behavior instructions (like tone, topics to avoid, or promotions to mention), and configure the refund policy the AI follows.
The AI processes refunds automatically if they fall within your configured threshold. Requests above that threshold create a ticket and notify your team for approval. You can adjust the threshold or disable AI refund processing entirely in Agent Settings.
Yes. Customers can request deletion of their data through your store’s privacy policy or by contacting your support. Egentify processes these requests and removes customer data from the platform. For enterprise customers, a Data Processing Agreement (DPA) is available.
Egentify stores conversation transcripts, ticket history, and customer session identifiers. No payment card data is stored. Chat and voice transcripts are stored to support ticket history and team handoffs.
Yes. You can embed the chat widget manually using a script tag on any storefront. However, the AI’s order management capabilities (lookups, refunds, address changes) require a connected Shopify or WooCommerce store.
Forward your support email (e.g. support@yourdomain.com) to your Egentify forwarding address, found in Project Settings > Email. Incoming emails appear as tickets in your dashboard. The AI can reply in one of three modes: manual (your team replies), draft (the AI drafts a reply for your team to review), or auto (the AI sends replies automatically).
Currently Egentify is optimized for English. Support for additional languages is on the roadmap.
You can test the widget by visiting your storefront and opening the chat. On Shopify, you can preview the widget in the Theme Editor before publishing. On WooCommerce, you can restrict the widget to a specific page using the shortcode [egentify_chat_widget] on a draft page while testing.
Egentify supports Retell AI and Vapi as voice providers. You connect your own account with either provider and configure the agent or assistant ID in your project’s voice settings. Voice is available on the Growth plan and above.