FAQ
Quick answers to the questions developers and operators ask most often. For longer treatments, follow the links into the rest of the docs. For business-shaped questions (sales, vertical fit, benchmarks) see the marketing FAQ page.
The top 15 questions
How long does it take to install Zubby AI?
Under 10 minutes on Shopify (one-click OAuth) and roughly 15 on WooCommerce (plugin install + setup code). No developer required for either platform.
Does the AI hallucinate about my products?
It’s designed not to. Every answer is grounded in your live catalog and knowledge base via retrieval. When the AI doesn’t have a good source it’s trained to escalate or defer instead of improvising. Citations are visible at the sentence level in the dashboard.
Which AI providers does Zubby support?
OpenAI, Azure OpenAI, Anthropic Claude, and Google Gemini. The platform is multi-provider and fails over automatically. Embeddings are pinned to 1,536 dimensions so you can swap providers without re-indexing.
Can I bring my own API keys?
Yes. Add your own OpenAI / Azure / Anthropic / Gemini keys under Admin → Providers. Zubby routes calls through your key while still handling retrieval, tool use, and guardrails. You pay your provider directly; Zubby bills only the platform fee.
How is data isolated between stores?
Every row in the database carries a store_id; the application enforces tenant isolation through Drizzle’s query layer and row-level keys. Background workers thread the store context through every job. No cross-tenant read path exists in application code.
Is Zubby SOC 2 compliant?
SOC 2 Type I was issued for the period ending 2025-12-31. Type II observation window is in progress; expected issuance Q3 2026. Request the report under MNDA from security@zubbyai.com.
What happens to my data if I cancel?
Workspaces are paused for 90 days first (in case you want to come back). After 90 days personally-identifiable data is deleted; aggregated analytics are retained indefinitely with no PII. Full schedule in Security & privacy.
Can I export my conversations?
Yes. The dashboard exports any view to CSV or JSON. The REST API and outbound webhooks make programmatic access possible. Enterprise plans get continuous export to S3 or BigQuery.
Will Zubby slow down my storefront?
The loader is ~14 KB gzipped, lazy-loaded, and runs after first paint. Real-world impact on Largest Contentful Paint is under 30 ms on a median storefront. We monitor it on the public status page.
Does Zubby work on headless storefronts?
Yes. Use the universal snippet on any custom storefront. For headless Shopify (Hydrogen) or WooCommerce (WP-GraphQL), pass shopper context via window.Zubby.context before the loader runs.
Can the AI take actions, or only answer questions?
It can take actions through tools. Built-in tools include add-to-cart, get-order-status, check-inventory, get-bundle-recommendations, and more. You can disable individual tools under AI → Tools, e.g. if you don’t want the agent to ever modify the cart.
How are billable conversations counted?
A conversation is billable when the shopper sent ≥ 1 message AND the AI generated ≥ 1 reply. Welcome-only sessions, widget impressions, human-only conversations, and internal playground sessions don’t count.
Do you offer SSO?
Yes — Google, Microsoft Entra, Okta, and generic SAML 2.0 on the Enterprise plan.
Can I run Zubby on a private region (EU, AU)?
Yes. Pick the region at workspace creation. US-East, EU-Central (Frankfurt), and AP-Southeast (Sydney) are the supported regions. Region migration is a one-time manual operation we run within 30 days of request.
How does the recovery feature compare to Klaviyo?
Klaviyo and Zubby solve adjacent problems. Zubby drafts on-brand recovery emails using context from the shopper’s actual conversation; Klaviyo orchestrates large segmented broadcasts. Many stores run both — we connect to Klaviyo so segments and suppression lists stay in sync.
Didn’t find your question?
Email support@zubbyai.com or browse the troubleshooting section for known issues.