Frequently asked questions
Cannot find your answer? Email hello@catchlychat.com and a person will reply within 1 business day.
Questions and answers
Is Catchly available now?
Yes. Catchly is live on the Shopify App Store. Install Catchly and start on the Free plan, or try any paid plan free for 14 days.
How does Catchly keep its answers accurate?
Catchly is built to answer only from your store's own data: your products, collections, pages and policies. When the answer is not there, it says it is not sure and hands the chat to you, or takes the shopper's email so you can reply. It does not search the web.
What happens when I reach my monthly limit?
The AI pauses until your next billing month. The chat stays open, so shoppers can still ask questions and leave their email, and you can still reply yourself. There is no overage charge and we never upgrade your plan for you.
Do shoppers have to sign in to chat?
No. Shoppers can ask a question straight away. You choose when Catchly asks for an email, for example when the store is closed or when the shopper wants a person to follow up.
Can the AI promise a refund, a discount or a delivery date?
Not unless your own store policy says so. A built in promise guard is designed to stop the AI offering refunds, reshipments, discounts or delivery dates that your policies do not state, and hands those chats to you.
How do I correct an answer?
Open the chat in your inbox and use Fix this answer. Your correction becomes a store rule that Catchly follows from then on, so you only fix it once.
Can I turn the AI off?
Yes, with one click. The AI stops straight away and the chat stays on your store so you can keep talking to shoppers yourself.
Which languages does it speak?
Catchly replies in the language the shopper writes in, and translates your welcome message too.
Will it slow down my store or cover my add to cart button?
Catchly loads a very small script first and loads the full chat only when a shopper opens it. It looks for sticky add to cart bars and moves out of their way, and you can set a separate position for mobile with a live phone preview in your admin.
What counts as an AI conversation?
One shopper chat with at least one AI reply, counted once per 24 hours. Chats that only you or your staff answer are free and unlimited on every plan.
How does billing work?
Every plan is billed through Shopify, in USD, on your normal Shopify invoice. Paid plans include a 14 day free trial. Annual billing gives you 2 months free. You can change plans inside Catchly at any time, and cancel by uninstalling the app.
Can shoppers track their orders in the chat?
Yes, once Shopify approves Catchly's access to order details. Shoppers enter their order number and email, and the status shows only when both match.
Is my store's data used to train AI?
No. Your data is used only to run Catchly for your store. It is never sold, never shared with other stores and never used to train or improve any AI model.
What happens to my data if I uninstall?
Your store data is deleted within 48 hours of uninstalling. Read more on our security page.
Who is behind Catchly?
Catchly is made by Canuckt Synergy Solutions Inc., a Canadian company based in Bedford, Nova Scotia.
How do I get help?
Email support@catchlychat.com. A real person replies within 1 business day, Monday to Friday. We will never ask you for a review before helping you.
Be one of the first stores on Catchly
Catchly is live on the Shopify App Store. Start on the Free plan, or try any paid plan free for 14 days. Billing goes through your Shopify invoice.