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Real questions from merchants we talk to every week. Can’t find what you need? Email support any time.
21 questions
Getting Started
How long does installation take?+
Under 10 minutes on Shopify with a one-click app install. WooCommerce is about 15 minutes including the initial catalog sync. No developer needed for either path.
Do I need to train the AI on my catalog?+
No. Zubby learns your store automatically. We index every product, variant, policy, and published page within the first sync and keep that knowledge base fresh via webhooks.
Can I try it on a staging store first?+
Yes. We recommend it. Every plan starts with a 14-day free trial — point it at a dev store, connect your production data when you're comfortable.
Which platforms do you support today?+
Shopify (all tiers) and WooCommerce 8.0+. Magento and BigCommerce are on the roadmap — talk to sales if you need them.
AI Behavior & Safety
Will the AI invent things about my products?+
No. The agent is grounded in your live catalog. When it doesn't have an answer it is trained to escalate or defer — never improvise. Every tool call is inspectable from the dashboard.
Can I block certain claims or phrases?+
Yes. Every store gets a claim block-list out of the box (FDA, cures, medical advice, guarantees) and you can add your own banned phrases, regex, or full claim categories.
Does the AI match my brand voice?+
You pick from tone presets (Professional, Warm, Playful, Minimal) or write custom voice rules. Shoppers on a luxury jewelry store do not hear the same language as a gym apparel store.
What happens if the AI is unsure?+
When confidence is low, Zubby offers a human handoff — to email, live chat, or a booking link — rather than fabricating. Handoff rules are fully configurable.
Integrations
Does Zubby work with Klaviyo or my ESP?+
Yes. Cart rescue emails can route through Klaviyo, Mailchimp, or native Zubby delivery. Your opt-in, your data, your brand.
Can I connect multiple stores to one account?+
Yes. One workspace can manage many stores and many staff users. Pro and Enterprise plans include SSO and role-based access control.
What about SMS and push?+
SMS via Twilio and web push are both supported. Every channel respects opt-ins and honors the same suppression rules.
Pricing & Billing
How is pricing calculated?+
Plans are tiered by AI conversations per month — not shoppers, not messages. One conversation = one end-to-end shopper session with the agent.
What happens if I exceed my plan?+
We'll notify you at 80% usage and again at 100%. Overages are opt-in and metered — the agent never silently bills you. You can also set hard caps.
Do you offer annual billing?+
Yes, with a 15% discount on every plan. Enterprise customers can also purchase multi-year commitments with additional discounts.
Is there a free plan or trial?+
There is no permanent free plan, but the Growth plan comes with a 14-day fully-featured free trial — a card is required to start it, you are not charged until day 15, and you can cancel any time before then. You can also connect your store and sandbox-test the AI on your own catalog before starting the trial. Pro starts immediately without a trial.
Performance & Scale
How fast are AI responses?+
Median time-to-first-token is under 600ms. Full responses typically stream under 3 seconds. We time-budget every provider and fail over if something degrades.
What's your uptime commitment?+
99.9% SLA on Pro and Enterprise plans. We publish real-time status and incident reports at status.zubbyai.com.
Does the widget slow down my store?+
No. The widget is ~28 KB gzipped, loads after LCP, and never blocks paint. Core Web Vitals unaffected in every audit we've run with customers.
Support & Security
What about data privacy and GDPR?+
We're GDPR-aligned, with a SOC 2 Type I audit in progress. Shopper PII is minimized by default, and data subject export/deletion requests complete within 48 hours via a one-click dashboard flow.
Do you train your models on my data?+
Never. Your catalog and conversations stay inside your tenant. No training data is shared across stores, and we don't send data to third-party trainers.
What level of support do you provide?+
Email support on Starter (24h response), priority chat on Growth (<4h), and a dedicated success manager on Pro and Enterprise.
Talk to a real human.
We'll answer technical questions about your stack and help you map the right plan to your volume.