Help Center
Find answers to common questions about setting up and managing your AI chatbot. Cannot find it? Write to support@chatonbo.com: a person replies, usually within hours, always within two business days.
Troubleshooting (from real support tickets)
The bot is installed on Shopify but does not show on my store
Nine times out of ten the app embed is switched off. In your Shopify admin open Online Store, Themes, Customize, then App embeds in the left sidebar, turn Chatonbo on and click Save. A theme change or a theme update switches it off again, so check it after either. If you would rather we do it, reply "install it" to any Chatonbo email and we check the store the same day, free.
The bot only knows some of my products
A crawled website only shows the assistant the pages it could reach, and large catalogs are usually paginated or loaded by script. On Shopify, WooCommerce and Wix install the Chatonbo app or plugin: the catalog is then synced directly from the store, every product with its variants, prices and stock, and re-synced when products change. After installing, open the bot's Knowledge page and click Sync products.
My website URL was crawled but the linked pages were not
Adding a website URL crawls that site's own pages, not pages on other domains it links to. To teach the assistant about an external site, add that site as its own URL source. Very large sites are capped per source; add the important sections (help center, policies, catalog) as separate URL sources so each gets its full budget.
My plan says unlimited knowledge sources but the bot stops me at the limit
This happens when the account is on a paid plan that has not started yet: a trial that is waiting for the card at go-live, or a Shopify subscription that has not been approved in the Shopify admin. Open Settings, Billing: if you see "add a card" or "approve in Shopify", finish that step and the limits update immediately. If billing shows the plan as active and the limit still appears, write to support@chatonbo.com and a person fixes the account the same day.
I am not getting lead notification emails
Three things to check, in order. First, Settings, Notifications: "Email me when a new lead is captured" must be on for your user. Second, the address on your user: accounts created from the Wix or Shopify app sometimes carry a placeholder login address that cannot receive mail; set your real email in Settings, Profile. Third, look in spam for mail from support@chatonbo.com and add it to your contacts. Leads are always in the dashboard under Leads regardless of email.
Visitors click Talk to a human but are told nobody is available
The assistant only offers the live handoff when the dashboard shows a team member online within the live chat hours set on the bot's Integrations page. Outside those hours, or when nobody has the dashboard open, it takes the visitor's email instead and the team gets the conversation by email. If your team is online and visitors still see the offline message, check the live chat hours and time zone on the bot, and keep the dashboard tab open while you work.
How do I cancel and make sure I am not charged again
Settings, Billing, Cancel plan. The plan stays active until the end of the period and nothing is charged after that. Two things to know: uninstalling the Shopify app cancels a Shopify-billed subscription, but it does not cancel a subscription that was started on chatonbo.com with a card, and the other way round. If you are not sure which one you have, write to support@chatonbo.com with your store address and we confirm the cancellation in writing.
I seem to have two accounts with the same email
Installing the Shopify app creates a login for the store, and if you had also signed up on chatonbo.com with the same email, you end up with two. We merge them on request: write to support@chatonbo.com from either address and say which one should stay. Since September 2026 the app install links itself to an existing account automatically when the store's contact email matches, so new installs no longer create a duplicate.
The bot cannot look up orders
Order lookup needs three things: a Pro or Business plan, the Chatonbo app installed on the store (Shopify, WooCommerce plugin or Wix app), and the store's permission to read orders, which is granted during the app install. The assistant then answers with the order status, carrier and tracking link. For privacy it shows the item list and the tracking link only when the shopper gives both the order number and the email used at checkout; with one of them it gives status and carrier and asks for the other.
How do I pause the bot without uninstalling
Open the bot in the dashboard and switch "Active" off at the top of the bot page; the widget stops loading on the site within a minute. On Shopify you can also turn the app embed off in the theme customizer, and on Wix disable the app on the site. Switch it back on the same way; nothing is lost.
Where is lead capture configured
There is no separate lead capture tab. The assistant captures a name, email or phone whenever a visitor types one, and asks for contact details once a real answer has been given, according to the bot's Instructions. To collect details before the chat starts, turn on the pre-chat form under the bot's Display settings. Every captured lead appears under Leads and, if enabled, is emailed to you and sent to your CRM or webhook.
How do I upload my store policies and documents
Open the bot's Knowledge page. Add URL crawls your website pages, Upload File takes PDF, Word and text files (returns policy, shipping terms, size guides), and Add FAQ stores a question and answer pair. Everything is indexed within a minute and the assistant uses it immediately. The "questions your bot could not answer" list on the same page shows real visitor questions with a one-click Add answer button.
My site is built with Lovable, Bolt, v0 or Framer. How do I install the chat?
These builders have no app market, so the chat goes in as one script tag. In Lovable or Bolt, ask the builder in its chat to add the Chatonbo script to index.html before the closing body tag, then publish. In v0 the script goes in app/layout.tsx with next/script. In Framer paste it into Site Settings, Custom Code, End of body. Step-by-step guides: chatonbo.com/guides/lovable, /guides/bolt, /guides/v0 and /guides/framer. If you would rather we do it, invite support@chatonbo.com as a collaborator and reply "invited".
How do I give Chatonbo access to my Shopify store without sharing my password?
Use a collaborator request, never a password. In your Shopify admin open Settings, Users and permissions, Security, copy the collaborator request code and send it to us on your ticket. We request access with that code, install the app, sync your products and switch on the app embed, usually the same day. You can remove our access at any time from the same screen.
My card was declined. How do I update it without losing my plan?
We email you on the first failed payment with an update-card link, and your plan keeps running while the payment is retried over the next days. Open Billing in your dashboard (or the link in that email) and update the card; your existing subscription continues, nothing new is created and there is no second trial. If the retries run out, the account drops to the free plan, your bot and knowledge stay intact, and upgrading again restores everything.
How do I collect a phone number from visitors?
The pre-chat form under the bot's Display settings asks for name and email before the chat starts. To also get a phone number, add a line to the bot's Instructions such as "Once you understand what the visitor needs, ask for their best contact number." Any phone number or email a visitor types is saved automatically on the lead, shown under Leads and included in the lead email and CRM or webhook.
I installed the Chatonbo app on Shopify but the chat is not showing on my store. What is missing?
Almost always one switch: the Chatonbo app embed in your theme. Installing the app from the Shopify App Store connects your store and syncs your products, but Shopify does not turn a theme embed on by itself. In your Shopify admin open Online Store, then Themes, click Customize on your live theme, open App embeds in the left sidebar, switch Chatonbo on, and click Save in the top right. The assistant appears on every page of your store within a minute. The most common miss is the Save button: if you switched it on and the chat only showed inside the theme editor preview, the theme was closed without saving, so open it again and save. Two other checks if it is still missing: make sure you customized the theme that is actually published (Shopify lets you edit a draft theme that visitors never see), and if your store still has the password page on, the chat is there but shoppers cannot reach the store yet. Your Chatonbo dashboard shows "live" the moment the widget loads on the real storefront. If you would rather we do it, send support@chatonbo.com your 4-digit collaborator request code (Settings, Users and permissions, Security) and the team switches it on the same day; no password is ever needed.
Getting Started
How do I create my first chatbot?
After signing up, head to your dashboard and click "New Bot." Give your bot a name, choose a persona and tone, set your brand colors, and write a welcome message. Your bot is ready to use in under two minutes - no coding required.
How do I add the chatbot to my website?
Go to your bot's settings page and copy the one-line embed script. Paste it just before the closing </body> tag on any page of your website. The widget will appear automatically for all visitors on that page.
What AI models are available?
Chatonbo supports multiple leading AI providers including OpenAI GPT-5.4 (default), Anthropic Claude, and Google Gemini. You can select your preferred model in each bot's settings to match your accuracy and speed requirements.
How does the knowledge base work?
You can train your bot by adding URLs, uploading PDF or Word documents, or creating FAQ question-and-answer pairs directly in the dashboard. Chatonbo automatically processes and indexes this content so your bot can reference it in conversations.
Can I customize the chatbot's appearance?
Yes. You can fully customize the widget's colors, avatar, welcome message, position, and branding to match your website. Business and Enterprise plans also let you remove the Chatonbo watermark for a fully white-labeled experience.
How do I test my chatbot before going live?
Use the built-in chat preview in your dashboard to test conversations in real time. You can refine the bot's system prompt, adjust knowledge sources, and verify lead capture before embedding the widget on your live site.
What it can do (features & platforms)
Can the AI chatbot add products to the cart on a Shopify store?
Yes. On a Shopify store with the Chatonbo app installed, the assistant shows product cards in the chat with the photo, price, live stock and an Add to cart button, so a shopper can add the item without leaving the conversation. On the Business plan it also builds one-click checkout links: when a shopper says "I'll take it", the assistant sends a link that already has the products in the cart, with a validated discount code applied if they have one. The catalog syncs from Shopify, so prices and availability are always current.
Can the chatbot track Shopify orders for customers?
Yes. With the Chatonbo app installed on Shopify, a shopper who asks "where is my order" gives the order number or the email on the order, and the assistant answers with the live status, the carrier and the tracking link straight from Shopify, 24 hours a day. It never invents delivery dates: when the order cannot be found or the details do not match, it says so and offers to pass the question to you. Live order lookup is included on the Pro and Business plans; on the free plan the assistant collects the shopper's details and sends them to you instead.
Does the chatbot answer in multiple languages for an online store?
Yes. The assistant answers in the language the visitor writes in, more than 50 languages, including right-to-left ones like Hebrew and Arabic, even when your site content is in English only. The chat window itself (buttons, placeholders, greetings) comes in 14 languages and follows the visitor's browser by default, or a language you fix per bot. You can also restrict the assistant to one language, for example to keep all answers in English.
What is the best way to add an AI chatbot to a Wix website?
Install Chatonbo from the Wix App Market and click Add to Site: the assistant appears on the site automatically, no code. It reads your Wix pages and, on Wix Stores, your products, then answers visitor questions, recommends products and collects leads. Setup takes about two minutes and the free plan includes 100 conversations a month. If you prefer, you can also paste the one-line embed code into Wix under Settings, Custom code.
Does Chatonbo work with WooCommerce?
Yes. Install the Chatonbo plugin from WordPress.org, click Connect to Chatonbo in Settings, and the assistant goes live on your WooCommerce store. It learns your pages and product catalog, answers questions about products, shipping and returns, shows product cards with prices, and collects leads when a shopper wants a follow-up. No theme edits are needed; the plugin adds the chat to every page, and the catalog is re-read when your products change.
How do I add an AI chatbot to a WordPress site?
Two ways. The simplest is the official Chatonbo plugin on WordPress.org: install it, open Settings, Chatonbo, click Connect, and the assistant is on every page. The second is the one-line embed from your Chatonbo dashboard, pasted into your theme's footer or a header-and-footer code plugin. Either way the assistant is trained on your own pages in minutes and answers visitors around the clock, in their language, while collecting leads for you.
Does an AI chatbot work for lead generation on a B2B website?
Yes, and B2B and service sites are where it works best. Across live Chatonbo assistants, 25.6% of conversations on service and lead-generation sites end with the visitor leaving a name, an email or a phone number, against 8.9% on online stores. The assistant answers questions from your pages, asks for contact details when the visitor wants a quote, a call or a demo, can book meetings through your calendar link, and sends every lead to your inbox, CRM or webhook with a summary of the conversation.
How much does an AI customer support chatbot cost for a small online store?
Chatonbo is free for up to 100 conversations a month, with one assistant trained on your site and lead capture included. Pro is $19 a month for 5,000 conversations and adds live order tracking, stock checks and discount validation on Shopify. Business is $59 a month for 10,000 conversations and adds one-click checkout links and unlimited team members. Pricing is flat: no per-seat fees, no per-conversation meters and no setup fee, and we install it for you free if you ask.
How much revenue can an AI chatbot generate for a Shopify store?
It depends on traffic and catalog, so we only quote measured numbers. On one Shopify store, Fujiiryoki, $107,725 in sales were attributed to the chat: attribution matches the shopper's cart to the conversation and counts only orders placed after a chat. Across 5,565 storefront conversations we studied, 36.7% were product questions, and 47.7% of chats that reached four visitor messages ended with the visitor leaving contact details. Chatonbo shows attributed revenue per conversation in the dashboard, so you see your own number instead of an industry average.
What percentage of website chat conversations happen outside business hours?
About 39% of website chat conversations start outside business hours. In Chatonbo's study of 5,470 real conversations on 246 live AI assistants (June 13 to September 11, 2026), 39% began outside 09:00 to 17:59 in the visitor's local time, and 47.7% of all chats happened on a phone. The month-by-month figure moves around that baseline (48.8% in September 2026, when more stores were live in evening-heavy categories) and is published every month in the Chatonbo Chat Index. The practical point: roughly four in ten questions arrive when nobody is at the desk, which is the case for an assistant that answers on its own. Study and method: chatonbo.com/research/what-shoppers-ask-ai-chat-2026. Monthly series: chatonbo.com/research/chat-index.
Can an AI sales assistant answer product questions on an online store?
Yes. Product questions are the largest topic in store chats, 36.7% of all conversations in our study, and that is what the assistant is built for. It reads your product pages or synced catalog (titles, variants, prices, stock, descriptions) and answers questions like "does this run small", "is it in stock in blue" or "which one is better for a beginner", recommending products as cards with photos and prices. When it does not know, it says so and takes the shopper's email instead of guessing.
Is there an alternative to per-conversation or per-ticket chatbot pricing?
Yes. Chatonbo charges a flat monthly price: free up to 100 conversations, $19 for 5,000 and $59 for 10,000, with no per-ticket, per-seat or per-resolution fees. Tools priced per conversation or per resolved ticket get more expensive exactly when the assistant works well, and a busy month or a sale can double the bill. With a flat plan the cost is known in advance, and unused conversations roll over. We publish honest side-by-side comparisons with Tidio, Gorgias, Zipchat, Intercom, Chatbase and Rep AI at chatonbo.com/compare.
Billing & Plans
What plans does Chatonbo offer?
Chatonbo offers Pro at $19/month (5,000 conversations) and Business at $59/month (10,000 conversations), with Enterprise available for larger needs. Every plan includes lead capture, knowledge sources, and the chat widget - you can start with a free trial to set things up before you pay.
How do I upgrade my plan?
Go to Settings in your dashboard and select "Billing." Choose the plan that fits your needs and complete the payment. Your new limits take effect immediately and are prorated for the current billing cycle.
What payment methods do you accept?
We accept all major credit and debit cards. Payments are processed securely through our payment provider. For Enterprise plans, we can also arrange invoicing and bank transfers.
Can I cancel anytime?
Absolutely. You can downgrade or cancel your subscription at any time from your billing settings. Your current plan features remain active until the end of the billing period, and you will not be charged again.
Do unused conversations roll over?
Monthly conversation quotas reset at the start of each billing cycle and do not roll over. However, bonus conversations earned through our referral program are permanent and never expire.
Technical
Does the chatbot work on mobile?
Yes. The Chatonbo widget is fully responsive and works seamlessly on all screen sizes including phones and tablets. It automatically adapts its layout to provide a great experience on any device.
Can I use the chatbot on multiple websites?
Yes. Depending on your plan, you can deploy your bots across multiple domains. Pro supports 3 domains, and Business and Enterprise plans support additional domains for broader coverage.
How do I connect to my CRM?
Chatonbo integrates with popular CRMs like Zendesk, Zoho, HubSpot, and Slack through webhooks. Set up your webhook URL in your bot settings, and captured leads are automatically pushed to your CRM in real time.
What is a webhook and how do I set one up?
A webhook is an automated HTTP notification sent to your server or a third-party service whenever an event occurs, such as a new lead being captured. Configure your webhook URL under Settings in the dashboard, and Chatonbo will POST event data to that URL instantly.
Does the chatbot support RTL languages like Hebrew?
Yes. Chatonbo fully supports right-to-left (RTL) languages including Hebrew and Arabic. The widget automatically detects the text direction and adjusts the layout accordingly so conversations display correctly.
Security & Privacy
Is my data secure?
Yes. All data is transmitted over HTTPS with TLS encryption. API access requires authenticated Bearer tokens, and every query is scoped to your account to ensure strict tenant isolation.
Is Chatonbo GDPR compliant?
Yes. Chatonbo is designed with GDPR compliance in mind. We only collect data necessary for chatbot functionality, provide data export and deletion capabilities, and display a cookie consent banner as required.
Where is data stored?
Your conversation data and knowledge base content are stored in secure PostgreSQL databases hosted in Europe. Uploaded files are stored in Wasabi S3 (EU-Central region) and served privately through our API proxy.
Can I delete conversation data?
Yes. You can delete individual conversations or bulk-clear conversation history from your dashboard at any time. Once deleted, the data is permanently removed from our servers and cannot be recovered.
Still need help?
Our support team is here for you. Reach out via email and we'll get back to you as soon as possible.