Configuring Your AI Chatbot
Fine-tune how your AI talks to customers — personality, tone, model, and what it can do.
Where to find this
In your Shopify admin, open the Supportify app and click Chatbot Setup in the left menu. Then click AI Model in the setup sidebar.
Write Your Store Description
The "About Your Store" text box is where you describe your store to the AI. Keep it focused on what your business is — what you sell, who your customers are, and what makes your store unique.
You don't need to include policies, shipping info, or tone guidelines here — those are handled separately in other sections (Knowledge Base for policies, Communication Style for tone).
Example
"Fido is a pet store in Norway that sells supplements, food, and accessories for dogs and cats. We focus on natural, high-quality products and are especially known for our range of joint supplements for older dogs. Our customers are pet owners who care about their animals' health and well-being."
Shortcut
Click "Auto-fill from Shopify" to pre-populate this with your Shopify store data. Then edit it to add the extra details that make your store unique.
Choose a Communication Style
You'll see four style options, each with an example response so you know exactly how it sounds:
Friendly
Warm and approachable. Like chatting with a helpful friend. Best for most stores.
Professional
Business-like and formal. Great for B2B, luxury, or high-end brands.
Humorous
Fun and witty. Perfect for brands with a playful, casual personality.
Custom
Write your own style guidelines. Full control over how the AI communicates. Use this if your brand voice is very specific.
Click the one you want and the AI will immediately adopt that style. You can always come back and change it.
Enable or Disable Capabilities
The Capabilities section (in the setup sidebar) lets you control exactly what your chatbot can and can't do. Each capability is a group of related tools.
Here's what each one does:
Product Search
When enabled, customers can ask things like "Do you have red shoes in size 42?" and the AI will search your product catalog and show results.
Order Management
Customers can ask "Where is my order?" and the AI will look up their order status, tracking info, and delivery details. The customer needs to verify their email first for security.
Customer Management
Allows the AI to find and update customer profiles. Useful for address changes or account lookups.
Returns & Refunds
Customers can initiate returns directly in the chat. The AI can generate shipping labels automatically. Requires a shipping provider to be connected.
Knowledge Base
The AI uses your uploaded documents, Shopify policies, and blog posts to answer questions. Without this, the AI can only use general knowledge.
Support Tickets
When the AI can't solve a problem, it creates a support ticket so a human can follow up. Highly recommended — it's your safety net.
Discounts & Promos
The AI can share discount codes with customers. You control which codes are shared in the Discounts section of the setup page.
Feedback Collection
After a conversation, the AI asks customers to rate their experience. See Ratings & Feedback for more.
Page Awareness
The AI knows which page the customer is currently browsing. So if someone opens the chat while looking at a product page, the AI can say "I see you're looking at the Blue Wool Sweater — can I help with sizing?"
Tip
The status badge at the top shows how many capabilities are enabled (e.g., "6 of 9 enabled"). You can also fine-tune individual tools within each capability by expanding the Advanced Settings section.
Advanced Settings (Optional)
Under the AI Model section, scroll down and open Advanced Settings to access power-user options:
AI Model Selection
Choose which AI model powers your chatbot. The default is Claude Sonnet 4.5 (recommended) — it's fast, smart, and cost-effective. Other options include:
- Claude Opus 4.1 — Most capable, best for complex tasks. Slightly slower.
- Claude Haiku 4.5 — Fastest and cheapest. Great for simple Q&A stores.
- GPT-5.1 / GPT-5 — OpenAI models, if you prefer those.
- GPT-4o / GPT-4o Mini — Older OpenAI models, still solid options.
Tip
Stick with Claude Sonnet 4.5 unless you have a specific reason to change. It offers the best balance of quality, speed, and cost for customer support.
Max Completion Tokens
This controls how long the AI's responses can be. The default is 1000 tokens (roughly 750 words). You can set it between 100 and 4000. Lower values give shorter, snappier replies. Higher values allow more detailed explanations.
System Prompt (AI Instructions)
This is the full set of instructions sent to the AI for every conversation. It's automatically generated from your store description, communication style, and enabled capabilities. You can edit it directly here if you need very specific behavior.
For advanced users
Editing the system prompt directly overrides the auto-generated instructions. If you're not comfortable with prompt engineering, stick with the store description and style settings instead — they build the prompt for you.
Save Your Changes
After making any changes, click the Save button at the top or bottom of the page. Changes take effect immediately — the next customer conversation will use your updated settings.
You can always come back to this page to make changes. Nothing is permanent.