The fastest way to reach us is the in-product Intercom chat — it's already authenticated as you, attached to your shop, and the team can see your setup. This article maps every support channel and what to include when you reach out.
In this article
The fastest channel — in-product chat
When to use which channel
What to include when contacting support
For urgent issues
For feature requests
For account, billing, and security questions
The fastest channel — in-product chat
Convi runs Intercom inside the admin. You'll see the Talk to us prompt in the bottom-right corner of most screens (and explicitly on Train → Intro, where the help card reads "Stuck? We're here to help — Our team can review your content, suggest edits, and even build the agent for you.").
Clicking Talk to us opens an Intercom conversation pre-attached to your shop. The team sees your shop domain, plan, and recent activity, so we can answer without asking you to re-explain the setup.
Several spots in the product launch Intercom with a pre-filled message:
Train → Intro → Talk to us — "I need help setting up and training my AI agent."
Train → Abilities → Request new abilities — opens a feature-request draft.
Use any of them. They all land in the same inbox.
When to use which channel
Channel | Best for | How to reach it |
In-product Intercom chat | Anything urgent or shop-specific | Click the chat bubble in the admin |
In-product Feature Requests | "I wish Convi could…" — public, votable by other merchants | Settings → Feature requests |
In-product What's New | Reading what shipped recently | Settings → What's New |
Help Center (this site) | How-to questions, reference | help.conviapp.com |
For account, billing, or security questions where you'd prefer email, Intercom also lets you reply via email — Intercom forwards email replies into the same conversation, so a thread that starts in chat can continue in email and back.
What to include when contacting support
To get you a faster, more accurate answer, include:
Your shop domain —
your-store.myshopify.com.What you expected to happen and what actually happened.
A link or ID — for conversation issues, the URL of the chat in Conversations (
/conversations/{sessionId}); for widget issues, a public storefront URL (with password if it's a dev store).A screenshot if the issue is visual.
Your plan tier — if you're not sure, Settings → Plan shows it.
Intercom is friendly to long messages, so it's better to give context than to ask "is X possible?" and wait for us to ask for it.
For urgent issues
Anything that's actively broken on your live storefront — widget gone, runaway handover, billing problem — go straight to Intercom. The team prioritizes by impact, and a live-storefront issue is the top priority.
The Premium / Enterprise plan includes a 5-minute response SLA and a dedicated success manager. If you're not on Premium and need a faster response, mention your urgency in the first message — we read every conversation.
For feature requests
Don't email feature requests; submit them through Settings → Feature requests instead. Two reasons:
Other merchants can vote on them, which helps us prioritize what to build next.
They live in a board the product team reviews, alongside their status (Pending review, Published, In progress, Done, Declined).
You can also reach the same submission flow from Train → Abilities → Request new abilities, which pre-fills an Intercom message — both routes end up in the same place.
For account, billing, and security questions
For:
Billing (refunds, overage, subscription confusion) — Intercom. Include the invoice or charge in question.
Account changes (transfer ownership, change shop domain) — Intercom; we'll send you the steps that are safe to take in Shopify Admin.
Security / privacy / GDPR / CCPA requests — Intercom. We handle export and deletion requests for shoppers' data.
Vulnerability reports — Intercom; please include reproduction steps and don't share specifics in any public channel.