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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 at support@egentify.com or through the contact form.
No. Egentify queries your Shopify or WooCommerce store in real time on every conversation, so product information, order details, and store policies are always up to date without any setup.You can optionally add Knowledge for the things your store data does not contain, such as house rules or answers to questions your product pages do not cover. It is not required, and the agent works without it.
For chat and email, the AI can look up orders if the customer provides their order number and email. For voice calls, the caller needs their order number plus the phone number or email on that order. Caller ID is matched automatically where it lines up.
Yes. Add a separate store for each storefront in your Egentify dashboard. Each store has its own settings, widget, and conversation quota. How many you can run depends on your plan. See billing.
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.
It depends on whether the order has shipped, and both paths are off until you turn them on.An unshipped order can be cancelled in chat with a full refund and restock, within a cancellation window you set. A small shipped order can be refunded instantly, within limits you set: a maximum order amount, an order age limit, and caps per customer per month and for their lifetime.Anything outside those limits creates a refund ticket for your team to approve instead. In both cases the customer verifies their identity and confirms with a button, so the AI never moves money on its own.Configure all of this in Agent Settings. Instant refunds stay off until you set a maximum order amount.
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 under Store Settings > Ticketing. 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.
No. Voice is fully managed by Egentify. Turn it on in your store’s Voice settings and get a phone number in a couple of clicks. There is no third-party account to create or configure.If you would rather keep a number you already own, you can bring it across by pointing a SIP trunk at Egentify. Voice is available on the Growth plan and above.