FAQ

Quick answers to the questions merchants and implementers 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?

Setup time varies with platform authorization, plugin and theme state, catalog size, and current service availability. Shopify uses OAuth and WooCommerce uses the plugin pairing flow; initial catalog processing continues asynchronously and should be verified in Catalog and Store Details.

Does the AI hallucinate about my products?

Retrieval, tools, rules, prompts, citations, and handoff reduce unsupported answers, but generative AI can still be incomplete or wrong. Review conversations and test missing, stale, and conflicting source data before rollout.

Can I choose the AI model?

No. Zubby manages the underlying AI service for chat, search indexing, and recovery generation. Merchants control approved knowledge, agent behavior, rules, and budgets from their store workspace.

Can I bring my own API keys?

The underlying AI service configuration is not a merchant setting; Zubby manages it. Merchants can connect their own email sending through Microsoft 365, Gmail, or SMTP so recovery and campaign emails send from the intended address. For an AI-service problem, review Notifications or contact support. There is no public status dashboard.

How is data isolated between stores?

Each store has its own catalog, conversations and settings. Zubby checks your store membership and permissions before showing data or saving changes. Owning one store does not give you access to another store.

Is Zubby SOC 2 compliant?

SOC 2 is on our roadmap, not yet certified. Ask hello@zubbyai.com for the current status and our security documentation - the Security & data handling page in these docs covers encryption at rest, tenant isolation, and GDPR tooling in the meantime.

What happens to my data if I cancel?

You can disconnect your store at any time. Personal data deletion requests cover linked shoppers, conversations, and recovery contacts; aggregated, non-identifying analytics may be retained where permitted. Details are in Security & data handling.

Can I export my conversations?

Yes. The dashboard's Reports section exports to CSV, and on the Pro plan the public REST API (read scope) plus signed outbound webhooks provide supported summaries and events. They are not a full transcript streaming or arbitrary historical export API; inspect the exact endpoint fields.

Will Zubby slow down my storefront?

The loader is designed to initialize without blocking the main storefront flow, but real impact depends on theme, network, third-party scripts, cache, and configuration. Measure LCP, INP, and CLS on the actual storefront before and after installation.

Does Zubby work on headless storefronts?

Yes. Paste your per-store loader script tag (from the widget embed page in the dashboard) on any custom storefront - Hydrogen, Next.js, Remix. The loader is only the display layer. Custom stores also need catalog and order ingestion, cart context, and a verified identity integration for private account features. See the custom integration guide.

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. Order and money actions (cancel, modify, refund) are opt-in toggles under Settings → AI and default to OFF; Shopify execution depends on permissions, verified ownership, confirmation and eligibility. WooCommerce cancel, edit and refund requests become human tickets; address changes have a separate supported path. Pro merchants can also define custom HTTP tools.

How are billable conversations counted?

A widget conversation counts once a shopper actually starts chatting in the UTC calendar month; on messaging channels (WhatsApp, Instagram, SMS) it's one per channel and unique sender per UTC calendar month, not per message. The Growth trial has 100 conversations for the whole trial. Widget impressions and Zubby's own synthetic monitoring probes never count.

Do you offer SSO?

Google sign-in is available where enabled. SAML / OIDC single sign-on for your whole team is on the Enterprise roadmap - contact us if it's a requirement.

Can I run multiple stores on one account?

Yes. One login can own many stores - add more from Stores → Add store. Each store is its own tenant with its own catalog, widget key, analytics, and plan, so billing is scoped per store and you can compare performance side by side.

How does the recovery feature compare to Klaviyo?

Klaviyo and Zubby can be evaluated together where the supported connector fits your workflow. Zubby can draft recovery copy from available shopper context; verify the connector’s actual fields, sync direction, consent and suppression behavior rather than assuming complete feature parity.

Didn’t find your question?

Search the troubleshooting section first - symptom-shaped questions (widget missing, sync stuck) are answered there with step-by-step fixes.
Check the glossary if the question is really a naming question - a glossary term may explain it.
Email hello@zubbyai.com with your store ID and the page URL - that context lets us reproduce instead of ping-ponging.