> ## Documentation Index
> Fetch the complete documentation index at: https://egentify.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions About Egentify AI Support

> Answers to the most common questions about Egentify AI agent, pricing plans, integrations, data handling, language support, and capabilities.

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](mailto:support@egentify.com).

<AccordionGroup>
  <Accordion title="Does Egentify require a knowledge base or training data?">
    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.
  </Accordion>

  <Accordion title="How does Egentify handle orders from customers who aren't logged in?">
    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.
  </Accordion>

  <Accordion title="Can I run Egentify on multiple stores?">
    Yes. Create a separate project for each store in your Egentify dashboard. Each project has its own settings, widget, and conversation quota.
  </Accordion>

  <Accordion title="What happens when I reach my conversation limit?">
    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](/docs/configuration/billing) for your plan's details.
  </Accordion>

  <Accordion title="Can I customize what the AI says and does?">
    Yes. In [Agent Settings](/docs/configuration/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.
  </Accordion>

  <Accordion title="How does the AI handle refund requests?">
    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](/docs/configuration/agent-settings).
  </Accordion>

  <Accordion title="Is Egentify GDPR compliant?">
    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.
  </Accordion>

  <Accordion title="What data does Egentify store?">
    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.
  </Accordion>

  <Accordion title="Can I use Egentify without the Shopify or WooCommerce plugins?">
    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.
  </Accordion>

  <Accordion title="How does email support work?">
    Forward your support email (e.g. [support@yourdomain.com](mailto: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).
  </Accordion>

  <Accordion title="Does Egentify support multiple languages?">
    Currently Egentify is optimized for English. Support for additional languages is on the roadmap.
  </Accordion>

  <Accordion title="How do I test the widget before going live?">
    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.
  </Accordion>

  <Accordion title="Which voice providers does Egentify support?">
    Egentify supports [Retell AI and Vapi](/docs/agent/voice) 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.
  </Accordion>
</AccordionGroup>