Simple Chat

Simple Chat provides support automation inside Shopify Admin. Its chat and email inbox uses products, policies, FAQs and instructions to answer routine questions, while enabled tools can handle order requests. The service also describes handing a conversation and its context to a human when needed.

Prepare the store information before enabling actions

The publisher says store data syncs automatically. Check the products and policies the assistant will use, particularly delivery promises, returns and replacement conditions. A synchronized answer is only as useful as the information behind it.

The site lists tracking checks, address changes and replacement orders among possible actions. Enable the tools that fit your store's process and test their boundaries on a safe case. The presence of an order tool does not establish that every request should be approved without staff involvement.

Simple Chat says address validation happens before it changes an order and describes draft chargeback evidence. Review those outputs before using them in a dispute or customer resolution; automated preparation does not determine what evidence is sufficient.

Follow the conversation through its handoff and follow-up

The workflow schedules a check-in, checks the latest order or tracking status and then updates the customer. It can close a resolved issue or bring in the team if progress stalls. Test whether those updates match the promise made in the original conversation.

A customer asking for a person should receive a handoff with context, according to the page. Confirm that staff can see the relevant thread and pending action. An answered message and a fully resolved order problem are different outcomes to inspect.

The site advertises high automatic-resolution percentages with proper configuration, but says results depend on store data and setup. Franklin has not reproduced those figures. Use your own conversation samples to evaluate answer quality and escalation.

Estimate cost from billable resolutions

The public rate is $0.29 per AI resolution on Standard and $0.89 on Premium, with no charge when a human answers. It says billing runs through Shopify and is capped at $5,000 per thirty-day period. Check the current definition of a billable resolution before estimating monthly spend.

The publisher lists subscriptions and back-in-stock workflows without separate platform fees. Confirm the applicable transaction and platform terms rather than assuming every related commerce cost disappears.

Its competitor-cost example is tied to a particular plan and volume. Calculate your own workload instead of treating that example as a universal saving. Inspect the enabled actions, escalation behavior and billed results together before expanding automation across the store.