Shoppers ask before they buy, and they ask at the worst possible times — late at night, mid-checkout, during a promotion when your queue is already full. A chatbot that answers from your own shipping, returns and product policies keeps those conversations moving, and passes anything about a specific order straight to your team.
Last reviewed 17 September 2026
$0
Human live chat entry point
The Free plan includes 25 AI replies / month, unlimited human live chat and a non-removable “Powered by GoBrise” badge.
1 thread
AI and agent context
When a person takes over, the existing conversation stays intact and the AI stops replying.
24/7
Policy-answer availability
Approved shipping, returns and product guidance can be answered outside store hours.
500
Starter AI conversations
Starter includes 500 AI conversations per month; one conversation can contain several messages.
These are the conversation types an e-commerce assistant handles every day. Each answer is drawn from content you have written and approved, not from general knowledge.
Dispatch windows, carrier options, cut-off times and delivery estimates answered from your published shipping policy, at any hour. Anything tied to one specific order is handed to an agent with the whole conversation attached.
Return windows, condition requirements, who pays return postage and how long a refund takes — answered consistently every time. Refund decisions and complaints escalate to a human by design.
Materials, dimensions, compatibility, care instructions and sizing guidance pulled from your own product content, so the answer matches what is on the product page.
Restock policy, discount code rules, bundle terms and price-match policy answered directly in the widget, instead of becoming an abandoned cart.
Load your shipping, returns and product policies into the knowledge base. The AI agent may only answer from that content, so it repeats what you have already published rather than inventing a policy. When retrieval is weak, when the assistant is unsure, or when a shopper asks for a person, the conversation escalates and your team continues in the same thread.
Step 1
Start with repeatable questions whose answers are already controlled by the store: delivery zones, dispatch cut-offs, return windows, exchange conditions, product dimensions, materials, care instructions and promotion rules. Keep judgement calls out of the first release. A damaged parcel, a disputed refund or a request to amend an order belongs with a person because the correct answer depends on the order record and your team's authority.
Step 2
Add the current policy text to the knowledge base and remove contradictions before launch. If domestic and international returns differ, state both and name the regions. If a product has compatibility restrictions, write them explicitly. The assistant retrieves passages from this material, so a concise, complete source is more useful than several pages that disagree. Growth and higher plans can crawl website content and update it automatically; on lower plans, your team edits sources manually.
Step 3
Place the GoBrise JavaScript snippet on the store theme or through the site's script-management area. Configure the logo, colour and welcome message so the chat entry point feels native to the storefront. Growth and higher plans remove GoBrise branding; Free and Starter retain the published branding treatment. Test product pages, cart, checkout-adjacent pages and mobile layouts before exposing the widget to all shoppers.
Step 4
Use wording customers actually type: misspellings, short follow-ups and questions that combine two policies. Check whether an answer cites the right rule and whether an order-specific or unsupported request reaches a person. Include boundary tests such as an expired return window, a delivery location you do not serve and a discount combination your policy forbids. Fix weak answers by improving the source content rather than adding a vague instruction to sound confident.
Step 5
Routine policy questions can be answered immediately. When retrieval is weak and the model is uncertain, it confidently cannot answer, or the shopper explicitly asks for help, the thread escalates. An agent sees what the shopper asked and what the AI already said, then continues in that same thread. Once a human replies or takes over, the AI remains silent in the conversation, avoiding competing answers.
Step 6
Look for repeated escalations after a sale, new product launch or shipping change. A cluster of unanswered questions is usually a content task: add the missing promotion term, compatibility note or regional policy and test it again. Update time-sensitive copy when a campaign ends. The aim is not to prevent every handoff; it is to automate questions with stable answers and preserve human judgement where the outcome depends on an order or exception.
The useful dividing line is not store size. It is whether a meaningful share of your questions have stable, written answers and whether a person is available for the exceptions.
GoBrise is installed on a storefront with a JavaScript widget, so it can appear on a Shopify storefront when the theme or store setup allows custom scripts. Do not assume that this means native access to Shopify orders, customers, refunds or inventory. The current public product is strongest at answering from approved store content and handing account-specific work to a person. Confirm any required Shopify data integration with the GoBrise team before choosing a plan.
It can explain published dispatch windows, delivery methods and tracking instructions from your knowledge base. A live status for order 1234 requires access to that order's data and suitable identity checks. Without a confirmed order-system integration, GoBrise should hand that request to an agent rather than expose or invent order information. This boundary is intentional: general policy is safe to automate, while a customer's record needs verified context.
Yes, if the regional differences are clearly written in the source content. Name each covered country or region, its return window, exclusions, postage rule and refund timing. Avoid uploading two generic policies that conflict without explaining where each applies. The assistant can then retrieve the relevant rule from the shopper's question; ambiguous cases or exception requests should still be escalated for a human decision.
It can answer factual product questions from the material you provide, including dimensions, materials, compatibility, care instructions and published size guidance. It should not invent a fit guarantee or claim stock it cannot verify. For useful recommendations, document the selection criteria in plain language and test common comparisons. Where suitability depends on personal judgement, safety or information not supplied by the shopper, route the conversation to your team.
A missing answer should become a handoff, not a polished guess. GoBrise evaluates both the strength of the retrieved content and the model's own certainty. Weak evidence alone does not force a handoff if the assistant can still give an appropriate grounded response, but uncertainty, an explicit request for a person or a confident statement that the material cannot answer the question triggers escalation. The waiting agent receives the existing transcript.
Yes. AI and human messages share one conversation. If an agent replies or uses takeover, the AI stops speaking in that thread permanently. A conversation that was automatically escalated before any agent touched it may return to AI handling on the shopper's next message, but human involvement is the hard boundary. This prevents a shopper receiving two competing answers while an agent is resolving an order or complaint.
Prioritise completeness and consistency over volume. Give each important rule a direct heading, include the conditions and exceptions, and state where regional rules apply. Product entries should carry the facts customers use to decide: dimensions, materials, compatibility, care and limitations. Remove expired promotion text and duplicate policies. Then test the exact phrases found in your support inbox; those tests reveal missing context faster than reviewing the content in isolation.
Yes. The Free plan includes 25 AI replies / month, unlimited human live chat and a non-removable “Powered by GoBrise” badge. That gives a team a way to install the widget, organise incoming conversations and learn what shoppers ask before paying for AI volume. Starter includes 500 AI conversations per month, while Growth and Business increase the allowance. Human-handled conversations do not count as AI conversations, and one AI conversation may contain several back-and-forth messages.
The widget can use your logo, colours and welcome message. Growth and Business include white-label presentation without GoBrise branding; Free and Starter use the published GoBrise branding treatment. If a fully branded support experience is important, compare the current plan details before rollout rather than assuming every visual option is included at every tier.
Build a test set from real pre-sale and post-purchase conversations. Include easy policy questions, short follow-ups, misspellings, conflicting requests and cases that should reach a person. Check factual correctness, not just tone. Verify the widget on desktop and mobile, and confirm agent alerts and takeover. Launch on a limited set of pages or during staffed hours first if your theme setup supports that, then broaden coverage after the content gaps are fixed.
Set honest shipping-time expectations automatically from your supplier data, while stuck-order questions reach a person. Start free.
Handle the return-policy and shipping-process questions that dominate your inbox, with real order-status lookups reaching a person unless connected. Start free.
Answer Shopify shoppers' order, shipping and return questions instantly from your own policies, with account-specific lookups escalated to a person. Start free.
Handle recurring billing, pause and cancellation questions instantly from your published terms, with account-specific disputes escalated to a person. Start free.
How the platform is used across online retail teams.
Take the repetitive questions, keep people for the rest.
How escalation to a live agent works in practice.
Free plan with unlimited human live chat, paid AI tiers from $29.
Start free with unlimited human live chat, load your policies, and let the AI cover the hours your team cannot.