Convi is an AI shopping assistant built for Shopify. It lives inside your storefront as a chat widget and answers shopper questions, helps people find the right product, handles common order tasks, and escalates to your team only when it actually needs to.
This article gives you the full picture of what Convi does before you dive into setup.
In this article
The short version
What Convi does, in detail
How Convi knows about your store
What Convi will not do
Where Convi shows up on your store
Who Convi is for
What you get in the admin
The short version
Convi is three things in one:
An AI shopping assistant — finds products, answers product questions, compares items, and recommends based on what the shopper actually says.
An AI customer-support agent — answers store-policy questions (shipping, returns, sizing, contact), tracks orders, cancels eligible orders, and can update a shipping address.
A re-engagement layer — surfaces FAQs on product pages, an "Ask AI" button next to Add to Cart, and contextual prompts that nudge shoppers to ask the question they're already thinking.
Convi is sold on AI resolutions — a resolution is one conversation the AI handled without escalating to a human. Conversations that hand over to your team do not count against your plan.
💡 Tip: If you want the marketing pitch, read this article. If you want to install it, jump to Installing Convi on Your Shopify Store. If you want to know what Convi knows about your store on day one, jump to How the Convi AI Learns.
What Convi does, in detail
Each capability below is a real feature you can turn on or off in AI Agent → Abilities. Some are always-on, some are opt-in by plan.
Capability | What it does for shoppers | Default |
Product search | Semantic search across your full catalog ("warm waterproof jacket under $200"). | Always on |
Product details | Variants, prices, stock, options for a specific product. | Always on |
Product comparison | Side-by-side comparison of two or more products. | Always on |
Knowledge search | Answers from your synced policies, pages, blogs, FAQs, and shop info. | Always on |
Order tracking | Status and fulfillment lookup using order number + email (OTP verified). | Opt-in |
Order cancellation | Cancels an unfulfilled order via Shopify (OTP verified). Auto or semi-auto. | Opt-in |
Order shipping-address update | Updates the address on an unfulfilled order (OTP verified). Auto or semi-auto. | Opt-in |
Human handover | Emails you (or opens a Gorgias ticket) when the shopper needs a human. | Opt-in |
Web search | Lets the assistant search the web on allowed domains for things outside your store. | Opt-in |
Cart management | Adds, updates, removes, and clears items in the Shopify cart on the shopper's behalf. | Opt-in |
Every order action — cancel, address change — is verified by a one-time email code before anything actually changes in Shopify. The shopper enters the code; the assistant cannot pretend the verification happened.
How Convi knows about your store
When you install Convi, the assistant is trained automatically on:
Your products — the full catalog is indexed for semantic search.
Your shop info — store name, location, currencies, shipping destinations, payment methods, contact details.
Your pages, blog articles, and policies — refund, shipping, privacy, terms.
FAQs you add — both ones you type in and the ~5-question FAQ blocks Convi auto-generates per product page.
Anything synced from Shopify (policies, pages, blogs, shop info) is read-only in Convi — you edit it in Shopify and Convi picks up the change. Anything you author inside Convi (custom FAQs, custom instructions) lives in the admin and is fully editable.
ℹ️ Note: Convi never invents prices, stock, shipping times, or URLs. If the assistant doesn't have it in your synced knowledge or in the tools it can call, it says it doesn't know — and offers handover.
What Convi will not do
We're explicit about this because it matters for trust:
It does not make up shipping times or delivery dates. It uses your synced shipping policy or tracks the order.
It does not quote prices it isn't certain of. Prices come from Shopify in real time.
It does not recommend competitors' products or take sponsored placement of any kind.
It does not cancel, refund, or change orders without an email-verified one-time code.
It does not leak shopper PII into responses.
Where Convi shows up on your store
Convi has more than just a chat bubble. You can mix and match the surfaces below:
Chat widget — the floating bubble (or inline embed) where the full conversation happens.
FAQ Widget — collapsible block on a product page with ~5 auto-generated questions. Clicking one opens the chat pre-loaded with that question.
Ask AI Button — inline button next to Add to Cart and a floating side tab. Opens the chat with the product context already attached.
Speech bubble — small, page-aware prompt that appears after a dwell timer on supported page types. Persistently dismissible per shopper.
Predefined inquiries — configurable suggested first messages on the chat home screen.
All five surfaces are controlled from the admin and can be branded to match your store.
Who Convi is for
Convi is built for Shopify merchants who:
Sell to shoppers who have questions before they buy (apparel, beauty, supplements, electronics, anything considered-purchase).
Get a repetitive support load (where's my order, can I cancel, do you ship to X) that swallows hours every week.
Want a single AI surface that does both pre-purchase shopping help and post-purchase support instead of two tools.
If you're a pure "support inbox" shop with no discovery problem, Convi still works — but its discovery features will be underused.
What you get in the admin
The admin panel is embedded in Shopify and built on Polaris. The main areas are:
Home — your dashboard: plan, usage, setup progress, top topics.
Inbox — every conversation, in real time, with the ability to take over from the AI.
Analytics — overview, sales attribution, and support metrics.
AI Agent — Behavior, Abilities, Knowledge, Optimize, Handover, Order Cancellation, Web Search, Playground.
Settings — General, Helpdesk, Notifications, Language, Widgets.
Pricing — pick a plan, upgrade, downgrade, see usage.
Help — What's New + Feature Requests.