Frequently asked questions

Tuki: AI Sales Agent Chatbot is an AI sales assistant for Shopify. It chats with your shoppers 24/7, answers questions from your store's own data, recommends products with an Add to cart button, tracks orders, and hands conversations to your team when needed.

Install Tuki from the Shopify App Store. You land straight in the Tuki dashboard — no separate login — and your products, pages and policies start syncing automatically. The theme editor then opens with the Tuki chat switched on: press Save and the chat is live.

No. Everything is set up from the Tuki admin inside Shopify. The chat is added to your theme as an app embed, so your theme code is never edited.

As a chat button in the corner of every page of your online store. You can change its colours, avatar, name, position and texts under Settings & widget.

Your products, variants, prices, stock, metafields, collections, pages, blog articles, policies and discounts — plus anything you add under Knowledge, House Rules and Customer Q&A. It updates when your store changes and refreshes nightly.

Tuki checks every AI reply against your store data before it is shown. A reply that states a price, part number or discount that isn't in your store is replaced with a safe answer. As with any AI, review important answers and keep your product information accurate.

No. Every store starts with free "Tuki AI" conversations and can buy more credits. If you prefer, you can connect your own key from OpenAI, Anthropic Claude, Google Gemini, DeepSeek and others — then you pay your provider directly and no credits are used.

One conversation with one shopper, however many messages it has. Your plan's monthly allowance and Tuki AI credits count conversations, not messages.

The AI replies in the language the shopper writes in. The chat window itself is available in 13 languages, including Spanish, French, German, Arabic, Hindi, Bengali, Japanese and Chinese, and follows your store's language automatically.

The chat keeps working: it still finds products by name or part number and offers a contact form so the shopper can leave their details. Only AI-written replies pause.

Yes. Product cards have an Add to cart button (with a size/colour picker when needed), and shoppers can simply ask the AI to "add it to my cart". Checkout is one click away.

Yes. Shoppers give their order number and the email used at checkout, and Tuki shows the status, carrier and tracking link. Both must match, so nobody can see someone else's order.

On Growth and Pro, Tuki can show a friendly message on product pages or when items wait in the cart, and offer help or a discount when a shopper is about to leave or can't find something in search.

Yes. Analytics shows revenue from chats, conversion rate, how many conversations the AI solved alone, the path from chat to order, top products and customer satisfaction.

Live chat on your store is included on every plan. Email (any number of addresses) and WhatsApp are available from Growth; Facebook Messenger and Instagram direct messages on Pro. All arrive in one Inbox.

Yes. Invite teammates as owners or agents, assign conversations, use saved replies, and get alerts when a shopper asks for a person. Replies go out on the channel the customer used.

It can — AI auto-reply can be switched on or off for each connected channel. When a teammate replies, the AI pauses on that conversation.

Free plan: $0. Starter $9.99/month, Growth $29.99/month, Pro $79/month, with a discount for yearly billing. See Plans & billing in the app for everything each plan includes.

Yes — your first paid plan includes a 7-day free trial.

All charges go through Shopify and appear on your Shopify invoice. You never enter card details in Tuki.

Any time, from Plans & billing. Switching to Free or uninstalling the app ends your subscription.

No. Credits are one-time purchases that never expire, and they aren't needed at all if you use your own AI key.

Data is sent over HTTPS, API keys and tokens are stored encrypted, each store's data is kept separate, and customer photos are stored privately. IP addresses aren't recorded unless you turn that on.

No. Conversations are sent to the AI provider only to write the reply, and we don't use them to train models.

The chat is removed from your store straight away. Shopify then asks us to delete your store's data, and we delete it — conversations, leads and photos included.

Yes. It supports Shopify's privacy requests (customer data export and erasure), and contacts synced to Klaviyo or Mailchimp are added without marketing consent. See our Privacy Policy for details.

Use Help & support in the Tuki sidebar to message us on WhatsApp or by email — your store is named automatically so we can help faster.