Frequently Asked Questions

What exactly does KLYX OmniChat do?

KLYX OmniChat puts one AI layer across three channels — your Shopify storefront, Instagram, and WhatsApp. The AI reads your product catalog and can answer customer questions, reply to Instagram DMs automatically, trigger DMs from Instagram comments, and send abandoned cart reminders over WhatsApp.

How do I install the app?

Install from the Shopify App Store. After installation, you're taken to the embedded admin dashboard inside your Shopify admin. From there you can connect Instagram and WhatsApp, customize your web chatbot widget, and review your catalog sync status — no external login required.

Do I need technical knowledge to set it up?

No. Connecting Instagram uses an OAuth flow (same as logging in with Instagram) — no API keys to copy. Connecting WhatsApp requires a WhatsApp Business account and walks you through the Meta Business Manager steps with on-screen guidance. Adding the web chatbot widget to your storefront is a one-click install via the Shopify Theme Editor.

Which Shopify plans does OmniChat support?

OmniChat works on all Shopify plans — Basic, Shopify, Advanced, and Plus. The app uses Shopify's Admin API and Billing API, both of which are available on every plan.

How does the storefront chat widget work?

Once installed, a chat bubble appears on your store pages. Visitors type questions ("Do you have this in size XL?", "What's your return policy?") and the AI replies based on your product catalog and store information. You can customize the widget's color, position, greeting message, and avatar from the app dashboard.

Where does the AI get its product knowledge from?

The AI indexes your Shopify product catalog automatically — product titles, descriptions, variants, prices, inventory status, tags, and collections. It re-syncs whenever you add or update a product, so the chatbot always reflects your latest store state without any manual steps.

What happens when the AI can't answer a question?

If the AI cannot confidently answer (for example, a question outside your catalog or store policies), it offers the customer an email escalation to your support address. You configure this fallback email in the app dashboard. On the Pro plan, you can also configure a custom escalation flow.

Can I customize what the chatbot says?

Yes. The Starter plan and above let you set a custom greeting and tone (friendly, formal, casual). The Pro plan includes full AI persona training — you can define the assistant's name, personality, response style, and any specific instructions (e.g., always mention free shipping for orders over $50).

What type of Instagram account do I need?

You need an Instagram Business account (not a personal or Creator account). Your Instagram Business account must be linked to a Facebook Page in Meta Business Manager. This is required by Meta's API — the connection step walks you through it if it's not already set up.

How does Instagram DM auto-reply work?

When a customer sends your Instagram account a DM that mentions a product or asks a question, the AI reads the message, queries your Shopify catalog, and sends a reply — typically within a few seconds. You can review all automated conversations in the dashboard and jump in at any point to continue the conversation manually.

What is comment-to-DM automation?

When someone comments on one of your Instagram posts with a specific keyword or question (e.g., "How much is this?" or "Price?"), the automation sends them a DM with the relevant product details. You configure trigger keywords and the DM template from the dashboard. This is available on the Starter plan and above.

How does the Instagram feed embed work on my store?

The app fetches your latest Instagram posts and reels via the Meta Graph API and makes them available as a native Shopify theme section. You add the "Instagram Feed" section to any page in the Theme Editor — no copy-paste of embed codes. The feed updates automatically. The app also extracts deals and discount mentions from your post captions and can display them as shoppable highlights.

Will auto-replies feel robotic to my customers?

The AI is tuned to sound natural and helpful, not like a canned response. On the Pro plan you can train a custom persona — set the name, tone, and specific phrasing. All customers are also informed that replies may be automated, which is a Meta API requirement for business messaging.

What do I need to use WhatsApp?

You need a WhatsApp Business account registered with Meta (via Meta Business Manager), a dedicated phone number for WhatsApp Business, and an approved Meta Business verification. The app walks you through connecting via the official WhatsApp Business API. This is available on the Growth and Pro plans.

How does abandoned cart recovery work over WhatsApp?

When a customer abandons their cart, Shopify fires a webhook to the app. If that customer's phone number is on file and they've opted in to WhatsApp messages, the app sends an approved Meta message template with a cart summary, product images, and a direct checkout link — at intervals you configure (e.g., 1 hour after abandonment, 24 hours later).

Do customers need to opt in to receive WhatsApp messages?

Yes — this is a Meta requirement and a legal requirement in most jurisdictions. The app provides an opt-in flow you can add to your checkout or account page. Only customers who have explicitly opted in will receive WhatsApp messages. Opt-out is handled automatically when a customer replies "STOP" or unsubscribes.

Can the AI reply to inbound WhatsApp messages too?

Yes. The same catalog-aware AI that powers your web chatbot and Instagram DM replies also handles inbound WhatsApp messages. Customers can ask product questions directly via WhatsApp and receive instant AI responses — available on Growth and Pro plans.

How does billing work?

Billing is handled entirely by Shopify's Billing API — you're charged through your existing Shopify account, just like any other Shopify app. There are no external payment forms, no credit card required beyond what Shopify already has on file. Charges appear on your Shopify invoice.

Is there a free trial on paid plans?

Yes — the Starter, Growth, and Pro plans each include a 7-day free trial. You won't be charged until the trial ends. You can cancel at any time from your Shopify admin under Apps → Manage apps.

What happens if I exceed my monthly conversation limit?

On the Free and Starter plans, the AI chatbot will stop responding to new conversations once the monthly limit is reached. Existing conversations continue to completion. You'll receive an in-app notification when you're at 80% of your limit, prompting you to upgrade if needed. Paid plan upgrades take effect immediately.

Can I switch plans at any time?

Yes. Upgrades take effect immediately. Downgrades take effect at the start of the next billing cycle. If you downgrade to a plan that doesn't include a channel (e.g., dropping from Growth to Starter removes WhatsApp), that channel's automation pauses but your settings and conversation history are preserved if you upgrade again.

What customer data does OmniChat store?

The app stores conversation transcripts (tied to the Shopify shop, not to individual PII by default), your product catalog index, and WhatsApp opt-in records. Customer names and contact details are used to deliver messages but are not sold or shared with third parties. See the Privacy Policy for full details.

Is the app GDPR compliant?

Yes. The app respects Shopify's mandatory GDPR webhooks — customer data erasure requests and shop data deletion requests are processed automatically. Conversation data is stored in the EU by default (Dokploy VPS). See the Privacy Policy for data retention periods and your rights.

Does the AI train on my customers' conversations?

No. Your conversation data is not used to train shared AI models. The catalog knowledge used by the AI is specific to your store and is not shared with other merchants.

The chatbot isn't appearing on my store. What's wrong?

• Confirm the "OmniChat Widget" section was added and saved in the Shopify Theme Editor.
• Check that the theme you're editing is the live (published) theme, not a draft.
• Clear your browser cache or test in an incognito window.
• If you're on a custom theme, ensure it supports Online Store 2.0 app blocks.

Instagram DMs are not being answered automatically. How do I fix it?

• Confirm the Instagram connection status in the app dashboard shows "Connected."
• Ensure your Instagram account is a Business account (not Personal or Creator).
• Check that your Facebook Page is linked to your Instagram account in Meta Business Manager.
• Verify that OmniChat has the "instagram_manage_messages" permission in Meta Business Manager → Apps.
• Re-connect your Instagram account from the app dashboard if the above are all correct.

Still need help?

Email us at contact@klyx.agency with your Shopify store URL and a description of the issue. Pro plan merchants receive priority support with a 24-hour response SLA.