How do I set up Pulse to answer my shoppers?
Pulse can answer shoppers in a chat on your store. Turn it on, give it your voice and your own answers, and read every conversation.
Step by step
- Go to Messages, then "Pulse with customers".
- Under "The chat in the shop", tick "Turn on the chat in the shop". It is on unless you turned it off.
- Set "Name shoppers see" (for example "Noa from the shop"), the "Tone" ("Warm and brief", "Polite and formal" or "Very short") and the "Opening line".
- Under "Discount codes Pulse may offer", tick the codes it may share. A code you did not tick is never mentioned, even if a shopper asks.
- Under "Things Pulse should know", add the questions shoppers ask and your answer ("When a shopper asks" and "Pulse answers"), then press the add button.
- Press the save button at the bottom of the chat card to keep your settings.
Pulse answers shoppers in a chat bubble on your store, only from your store's own information. It searches the whole catalog, shows products with an add-to-cart button, and looks at an order only after the shopper types a code that was emailed to that order's address.
What goes to you
Refunds, cancellations, address changes, complaints and personal discounts go to a person: they reach your inbox with a one-line summary, and the shopper is asked to leave an email. You answer from the inbox and your answer comes back into the shopper's chat. Use "How soon the team replies" to set what the shopper is told; the automatic choice follows your own reply times.
Reading and fixing conversations
Every conversation is listed below the settings with its outcome: "Sold", "Handed to a person" or "Answered". Open one to read it. If Pulse gave a wrong answer, press "Fix this answer", write the right answer, and Pulse answers that way from the next conversation. The fix is saved under "Things Pulse should know" too.
What shoppers are told
The stock opening line says it is an AI assistant and that a person from the team can take over any time. If you write your own opening line, it is shown as you wrote it. A card or ID number a shopper types into the chat is removed before it is kept, handed to the team or sent to the model.
Note You are responsible to your shoppers for what your store tells them, including through the chat. Keep your shipping, returns and product information accurate. Pulse is told not to promise discounts, delivery dates or refunds that are not in your store's information, but it can still make a mistake.
Allowance
Each plan includes a monthly number of answered shopper chats: 100 on Basic, 500 on Growth, 2,000 on Pro and 10,000 on Company. A conversation handed to a person is not counted. Beyond the allowance, and unless you set a monthly add-on limit, the chat answers from your store's ready answers instead of Pulse's model. It does not use Pulse's own allowance.
Questions
Can I turn the chat off?
Yes. Untick "Turn on the chat in the shop" and press the save button. Shoppers then see no chat bubble.
How long are chats kept?
Shopper chats are kept for 365 days after the last message. If a shopper asks you to erase their details, erasing the customer also removes their chats. See Privacy and your shoppers.
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