Answers that keep you selling.

Shopper messages, AI answers, store-team replies and handover status are saved in the same conversation, visible to authorised Shopify staff with app access. Human replies follow your store’s conversation retention setting. Avoid typing payment credentials or unnecessary sensitive information into chat.

A connected browser stores a push endpoint, subscription encryption keys, browser description and connection timestamps so selected alerts can reach that device. Device alerts contain a general activity message, not transcript, product or customer details; opening one takes you to the authenticated Shopify inbox.

Deleting interaction data in Settings removes conversations and their activity feed. To disconnect a device as well, remove it in Activity. Pausing browser delivery keeps the connection saved for later; removing it stops further sends to that connection. Your browser’s notification permission can also be revoked in browser or device settings.

See the Privacy policy for the full processing and retention details.

1. Open Inbox in Always Awake.
2. Choose Needs you to find shoppers asking for a person, or select any conversation.
3. Choose Join conversation. The shopper sees that the store team has joined, and AI replies pause.
4. Type your answer and choose Send reply. Replies appear in the shopper’s existing chat.

Use Return to AI when the assistant should continue, or Mark resolved when you are finished. A new shopper message after resolution continues with the AI guide. Only authorised Shopify staff with app access can use the merchant inbox.

When the shopper uses the team-chat button or explicitly asks to speak to a human, the conversation moves into Needs you. AI replies pause and the shopper is told that their request has been sent. They can leave another message while they wait.

The store team receives an activity notification if human-request alerts are enabled. If a connected browser has allowed notifications, it can also receive a device alert. A request does not mean a staff member is already online: replies arrive when someone opens the inbox and joins.

The shopper can return to the AI guide instead of waiting. Live team chat follows the store’s handoff setting.

1. Open Activity in Always Awake.
2. Enable Human requests & replies and/or Assistant cart activity.
3. Choose Connect a browser, then Finish connecting in a new tab.
4. Complete the connection in that tab and allow notifications when your browser asks.

The separate tab is required because Shopify embeds the app and browsers restrict permission requests inside embedded frames. Your connected browsers appear in Activity, where you can remove an individual connection or pause browser delivery for the store.

Browser and operating-system support, notification settings, Focus modes, battery restrictions and network availability can affect delivery. The saved activity feed remains available even when a device alert is blocked. On iPhone or iPad, web push may require adding the notification page to the Home Screen first.

Open Activity and use the switches to choose human requests and team-chat replies, assistant cart activity, and an optional gentle sound. Preferences save automatically for this store.

The in-app chime only plays while Always Awake is open and the browser has allowed audio. Use Try the chime to test your device’s volume. Device notifications use your browser and operating-system notification settings separately.

In-app alerts refresh approximately every 12 seconds. The open conversation inbox refreshes approximately every 5 seconds. Browsers may slow background tabs, so enable browser delivery when you need alerts away from the app.

After joining a chat, choose A hello, Checking for you or Anything else? above the reply box. This adds a starter to your draft. You can edit it before sending; selecting a starter never sends it automatically.

Use Send reply or press Cmd + Enter on Mac, or Ctrl + Enter on Windows. Pressing Enter by itself creates a new line. Replies can contain up to 4,000 characters.

Overview shows shopper conversations, recorded assistant cart events, confirmed attributed revenue and conversations resolved by your team over the last 30 days. The activity chart shows the last seven calendar days using UTC daily totals. Current waiting and human-chat counts describe the queue now.

Cart events count completed add-to-cart actions through the assistant, including bundle actions. They do not mean an order was placed. Assisted revenue includes eligible paid Shopify orders linked to an assistant conversation; cancelled or refunded orders are excluded. Different currencies are displayed separately rather than added together.

If order measurement is unavailable or there are no attributed paid orders, the revenue card shows a dash with an explanation. Activity’s summary counts refer to recorded history, so its time period differs from Overview’s 30-day cards.

The main navigation is now Overview, Inbox, Appearance, Knowledge, Activity and Settings. Inbox is the conversation workspace; Appearance is the experience/design studio; Knowledge contains your AI Brain.

Use More tools at the top of the app for Test assistant, Sales tools, Plan & usage and the additional capabilities available on your plan, such as Answer quality, Klaviyo leads, Playbooks and Enterprise. The same settings and routes remain available.

Older help articles may use the names Conversations, Design Studio or AI Brain. These refer to Inbox, Appearance and Knowledge respectively.

Always Awake is an AI sales guide built for Shopify. It uses your published catalogue, inventory, pages, policies and merchant-supplied knowledge to answer buying questions, recommend suitable products and move shoppers towards the cart.

It is designed for guided selling rather than generic customer support: narrowing choices, comparing products, explaining fit and presenting complete product cards with quantity and add-to-cart controls.

1. Choose Install from the Shopify App Store listing.
2. Review and approve the requested store permissions.
3. Open Always Awake from Shopify Admin.
4. Follow the launch checklist on Home.

No separate Always Awake account or password is required. Authentication stays inside Shopify.

The app requests read access for the store information needed to answer shopper questions, including products, inventory, pages, articles, policies, navigation, markets and delivery-related configuration. It also requests write_app_proxy so the storefront widget can make signed requests to the app.

write_discounts is used only when a merchant explicitly generates a bounded pool of single-use Shopify codes in Sales Closer. Always Awake does not request customer, payment, product-write, content-write or theme-write access.

1. From Always Awake Home, choose Open theme editor.
2. Open App embeds and enable Always Awake.
3. Save the theme.
4. Return to Design Studio → Targeting.
5. Enable the storefront experience and choose Publish experience.

The app embed and the in-app master switch must both be on.

• Check assistant name, opening copy, launcher and brand colours.
• Add merchant instructions and any essential private knowledge.
• Confirm product, policy and delivery information is accurate in Shopify.
• Test common buying questions on desktop and mobile.
• Review excluded paths and proactive journey rules.
• Choose a retention period and confirm support contact details.

Always Awake can ground answers in published product details, variants, pricing, availability, collections, pages, blog articles, policies, menus, markets and delivery configuration available through the approved Shopify scopes.

You can supplement that material with private instructions, rules and documents in AI Brain. Private knowledge is used for answers but is not published as a Shopify page.

The shopper describes what they need. Always Awake searches relevant store information, narrows the available choices and explains why each suggested product fits. Recommendations are based on verified catalogue context rather than invented product claims.

Where supported, cards include the image, title, description, current price, availability, product link, quantity controls and add-to-cart action.

Yes. The storefront stores a recent anonymous conversation identifier so a shopper can refresh or move between eligible storefront pages and continue the same buying journey.

The restoration window is intentionally limited. Clearing browser storage, using another browser or device, or deleting conversation data starts a new session.

Always Awake does not inject into Shopify checkout. Checkout paths are excluded by default. You can use cart or pre-checkout journeys on eligible online-store pages before the shopper enters checkout.

This keeps the experience inside the app's declared online-store surface and avoids interfering with Shopify's checkout.

Custom instructions tell the assistant how to behave across conversations. Use them for brand voice, the questions it should ask, preferred decision criteria, how concise answers should be and which information should be prioritised.

Write instructions as clear, specific directions. For example: Ask about budget and intended use before recommending more than two products.

Rules define what the assistant must or must not do. Good rules cover restricted claims, warranty wording, regulated products, discount policy, unavailable items, escalation and topics that require a human answer.

Keep each rule atomic and test it with a realistic shopper question after saving.

AI Brain accepts PDF, DOCX, plain text, Markdown and CSV files within the upload limits shown in the app. Useful examples include buying guides, size and compatibility notes, product comparison tables, care instructions and internal FAQs.

Use selectable text rather than scanned images where possible, and remove material that shoppers should not receive.

• Give every document one clear purpose.
• Use descriptive headings and short sections.
• State exact conditions, exclusions and dates.
• Keep product names consistent with Shopify.
• Remove duplicate or conflicting versions.

Smaller focused documents are usually easier to maintain than one large mixed file.

Open AI Brain, find the knowledge source and use its available replace or delete action. Upload the corrected source after removing an outdated version so the assistant is not given conflicting information.

Enterprise workflows can also create, replace and delete supported knowledge through the Operations API.

Experience Studio controls the assistant identity, launcher label and icon, uploaded logo, welcome copy, colour system, typography, panel treatment, message styles, product cards, prompts, motion, desktop and mobile layout, trust copy, proactive behaviour and page targeting.

The live preview updates as you work so you can check the complete experience before publishing.

Yes. In the Brand or Launcher controls, choose a built-in mark or upload your own avatar, logo or icon. A square image with transparent padding usually works best.

Check the launcher, header and mobile preview after uploading. Your custom asset overrides the selected built-in mark while it is supplied.

Open Design Studio → Launcher and edit the launcher label or prompt. Keep it short, specific and useful: Help me choose is clearer than a generic Chat.

Preview at narrow mobile widths to make sure the label does not cover important storefront controls.

Set the accent, surface, primary text and muted text colours first. Then choose typeface, panel treatment, border radius, launcher shape and message styles. Check contrast in both the preview and the live theme.

Use the storefront font option when you want the guide to inherit the surrounding brand. Use a dedicated interface font when legibility and consistency matter more.

Yes. Design Studio targeting can control desktop and mobile visibility and exclude selected URL paths. Use exclusions for pages where a floating sales guide would be inappropriate or could conflict with another experience.

After changing targeting, publish the experience and test an included and excluded URL in a private browser window.

Proactive journeys let Always Awake offer timely help before the shopper opens the guide. A journey combines page targeting, a behaviour trigger, a message and frequency limits.

Examples include offering product help after dwell time, prompting comparison on a collection page, or surfacing a merchant-created offer on the cart page.

Available presets cover product, collection and cart or pre-checkout contexts, along with signals such as time on page, scroll depth and exit intent. Exact controls are shown in Design Studio under Behaviour.

Use the lightest trigger that matches the decision moment, then set session and daily caps to avoid repetition.

Growth and higher plans can generate a controlled pool of single-use percentage, fixed-value or free-shipping codes through Sales Closer. The merchant sets the maximum value, minimum basket, expiry, prefix and number of codes before generation.

The assistant cannot invent a code or bypass those rules. Sales Closer is off and in test mode by default, and every real reveal is bounded by merchant-configured daily, monthly and visitor limits.

Journey frequency caps limit how often a prompt can appear in a shopper session or day. If a journey has already reached its cap, it will not display again even when the trigger is met.

For most stores, begin conservatively, review impressions and interactions, and increase reach only when the prompt is genuinely useful.

The Conversations inbox records eligible anonymous shopper questions, assistant answers and related commerce events. Use it to understand common decision criteria, objections, missed information and which recommendations lead to cart actions.

Search and filters help you locate a journey without reading every transcript.

Open Conversations and choose the CSV export action. The download contains the interaction data available to your store at that time.

Treat exports as merchant data: store them securely, limit internal access and delete local copies when they are no longer needed.

Cart actions show add-to-cart interactions made through the assistant. Assisted cart value is a directional signal based on events available to the app; it is not proof that the assistant caused a purchase.

Confirmed paid-order attribution remains unavailable until Shopify approves the separate protected order-data permission and the store approves that access.

• Launch: 100 shopper conversations per month.
• Growth: 500 per month.
• Scale: 1,500 per month.
• Enterprise: 10,000 per month plus the command centre, Operations API and direct developer line.

Current prices and included features are always shown on Shopify's hosted app-pricing page. Paid plans begin when approved.

Yes. Eligible Shopify development stores can configure and test the app without selecting a paid Always Awake plan. Development access includes 50 total shopper conversations.

When the allowance is reached, new AI conversations pause until an app plan is selected. If the store moves to a paid Shopify plan, choose an Always Awake plan to continue.

Always Awake stops starting new AI conversations after the active allowance is reached. Existing app configuration and merchant data remain available.

On a paid plan, wait for the next billing-period allowance or select a plan with more conversations through Shopify App Pricing. Development access does not automatically renew after its 50 total conversations.

Open Always Awake → Plans and follow the link to Shopify's hosted app-pricing page. Shopify presents the available plans and asks you to approve a change.

To remove the app entirely, use Shopify Admin → Settings → Apps and sales channels. Shopify controls subscription cancellation associated with uninstalling.

The Enterprise Operations API lets an authorised external AI, workflow or data system inspect and operate Always Awake without receiving broad Shopify Admin access.

It supports validated app configuration, knowledge management, proactive journeys, conversations, events and analytics. Billing and Shopify user administration remain outside the API.

Open Always Awake → Enterprise and scroll to External AI control plane. Choose Generate API key, then copy the secret immediately. The full key is shown once.

Only Enterprise, eligible development and Shopify reviewer access can open this area.

Give the external system the app base URL and use GET /api/v1/openapi for the machine-readable operation contract. Use GET /api/v1/schema for editable field definitions and constraints.

Authenticate requests with Authorization: Bearer YOUR_KEY. Never include the key in browser code, prompts shared with third parties or public repositories.

The API exposes validated controls for 74 safe, supported app settings across the storefront experience and AI Brain. It can also create, replace or delete supported knowledge sources and replace proactive journey configuration.

It cannot change billing, grant itself additional Shopify permissions, create Admin users or modify arbitrary theme code.

Open the Enterprise API workbench and choose Rotate key to issue a new secret and invalidate the old one, or Revoke to disable API access completely.

Keys are stored as one-way hashes. Always update connected systems after rotation and never send a live key to support by email.

The app records eligible anonymous conversation text, related storefront context and assistant interaction events needed to restore sessions, review performance and operate merchant-selected features.

Always Awake does not currently request Shopify customer, order or payment scopes. Its discount permission is used only for merchant-triggered controlled code generation. Merchants should avoid instructing shoppers to enter sensitive personal information into the guide.

Always Awake does not use merchant or shopper data to train its own general-purpose model. Relevant shopper text and selected store context are sent to the configured AI provider to generate the requested answer under the app's service configuration.

See the linked privacy policy for current subprocessors and complete handling details.

In Settings, choose an available retention window between 30 and 365 days. You can also permanently delete the store's saved conversation and journey interaction data immediately.

Deletion is destructive. Export anything the business must retain before confirming the action.

The app registers Shopify's required compliance webhooks for customer data requests, customer redaction and shop redaction. Because the app does not request customer scopes, customer-specific records may not exist. Shop redaction removes shop-owned app records after the required delay.

1. Confirm the Always Awake app embed is enabled on the theme you are viewing.
2. In Design Studio, confirm the storefront experience is live and published.
3. Check desktop or mobile visibility and excluded paths.
4. Open a private browser window to avoid stale theme or session state.
5. Confirm you are testing the correct published or preview theme.

Check that the relevant product, page, policy or article is published and accurate in Shopify. If the fact is private, add it to AI Brain. Remove outdated documents or rules that contradict the correct answer.

Then ask a focused test question. The assistant deliberately avoids inventing details that are not present in its available sources.

Confirm the journey is enabled, the page matches its targeting, the required dwell, scroll, exit or cart condition has been met and its session or daily cap has not already been reached.

Test in a fresh private window. For discount journeys, verify the code already exists in Shopify and matches exactly.

In Design Studio, check surface, primary text, muted text, accent and input colours in the live preview. Use a high-contrast preset as a baseline if needed.

If the theme applies global input, button, cursor or hover styles, test with those theme effects disabled. Send support the affected URL and a screenshot if a conflict remains.

• Your permanent myshopify.com domain.
• The exact storefront or Admin page where it happened.
• What you expected and what happened instead.
• Browser, device and approximate time.
• A screenshot or short screen recording.
• Whether every shopper is affected.

Use the Email Always Awake support button on this page. Enterprise merchants can use the private developer line shown inside the Enterprise tab.