How can we help?

Search 40+ setup, AI Brain, Design Studio, billing, Enterprise API, privacy and troubleshooting answers in the Always Awake Help Centre.

For the quickest direct answer, email the store’s permanent myshopify.com domain, the page where the issue occurred, what you expected and a screenshot if one is available.

Contact

Email hello@neat.digital. We aim to reply within one UK business day. Security or privacy concerns are prioritised.

Quick checks

The widget is not visible

Open Design studio, confirm the sales guide is enabled, then use “Activate in theme” to enable the Always Awake app embed on the live theme. Check device visibility and excluded paths.

The assistant cannot answer a store question

Confirm the relevant product, policy, page or article is published and accurate in Shopify. The assistant deliberately avoids inventing details that are not present in store data.

A proactive offer is not showing

Check that the journey is enabled, the current page matches its trigger, the dwell or cart threshold has been reached and its session/day frequency cap has not already been met. Any discount code must already exist in Shopify.

Delete or export data

Use Conversations to export CSV. Use Settings to change retention or permanently delete all conversation and journey data.