> ## 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 at [support@egentify.com](mailto:support@egentify.com) or through the [contact form](https://egentify.com/contact).

> **Does Egentify require a knowledge base or training data?**
>
> 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](https://egentify.com/docs/agent/knowledge.md) 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.

> **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 caller needs their order number plus the phone number or email on that order. Caller ID is matched automatically where it lines up.

> **Can I run Egentify on multiple stores?**
>
> 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](https://egentify.com/docs/configuration/billing.md).

> **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](https://egentify.com/docs/configuration/billing.md) for your plan's details.

> **Can I customize what the AI says and does?**
>
> Yes. In [Agent Settings](https://egentify.com/docs/configuration/agent-settings.md), 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.

> **How does the AI handle refund requests?**
>
> 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](https://egentify.com/docs/configuration/agent-settings.md). Instant refunds stay off until you set a maximum order amount.

> **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.

> **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.

> **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.

> **How does email support work?**
>
> Forward your support email (e.g. [support@yourdomain.com](mailto: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).

> **Does Egentify support multiple languages?**
>
> Currently Egentify is optimized for English. Support for additional languages is on the roadmap.

> **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.

> **Do I need a separate account to use voice?**
>
> No. [Voice](https://egentify.com/docs/agent/voice.md) 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.


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