Frequently Asked Questions

Installing SupportPilot AI is simple:

1. Visit the Shopify App Store and search for "SupportPilot AI"
2. Click "Add app" and authorize the required permissions
3. Connect your Gmail support email via OAuth
4. Configure your first playbook or start using AI in copilot mode

The entire process takes less than 5 minutes.

Currently, we support Gmail and Google Workspace accounts. We use secure OAuth authentication, which means we never see or store your email password.

Support for Outlook and other providers is on our roadmap.

Yes! Our Free plan includes 50 AI messages for life - no credit card required. This allows you to fully test the app before committing to a paid plan.

Paid plans start at $29/month with a 14-day money-back guarantee.

You're always in control. SupportPilot offers two modes:

• Copilot Mode (default): AI drafts responses, you review and send
• Autopilot Mode: AI sends responses automatically for specific playbooks

You can enable autopilot on a per-playbook basis once you're confident in the AI's responses.

SupportPilot is powered by Claude AI by Anthropic, one of the most advanced and safety-focused AI models available. Claude excels at understanding context, maintaining a helpful tone, and following your store's specific policies.

Yes! With playbooks enabled, SupportPilot can automatically:

• Cancel unfulfilled orders
• Process refunds (full or partial)
• Update shipping addresses
• Send tracking information

Each action requires explicit configuration in your playbooks and respects your store's policies.

Playbooks are automation rules that define how the AI should handle specific types of requests. For example:

• WISMO playbook: When a customer asks "Where is my order?", automatically send tracking info
• Refund playbook: When intent is "refund" and order total < $50, auto-approve
• Cancel playbook: When order is unfulfilled and customer requests cancellation, auto-cancel

SupportPilot uses a simple message-based pricing:

• Free: 50 messages (lifetime)
• Starter: $29/mo - 60 messages
• Growth: $69/mo - 175 messages
• Scale: $149/mo - 500 messages

A "message" is counted each time the AI generates a response.

If you reach your monthly limit, AI will stop generating automatic responses. You can still:

• Reply manually to customers
• View all tickets in your inbox
• Upgrade your plan instantly

We'll notify you at 30%, 20%, and 10% remaining so you're never caught off guard.

Absolutely. SupportPilot subscriptions are managed through Shopify's billing system with no long-term commitment. You can cancel or downgrade at any time from your Shopify admin.

Yes. We take security seriously:

• All data is encrypted in transit (TLS) and at rest
• We use OAuth for Gmail - we never see your password
• Data is stored on secure, GDPR-compliant servers
• We never sell or share your data with third parties

Yes. We are fully GDPR compliant and handle all required webhooks for:

• Customer data requests
• Customer data deletion (right to be forgotten)
• Shop data deletion on app uninstall

Read our full Privacy Policy.

No. Your customer conversations are not used to train AI models. Each response is generated in real-time using your store context and policies, but the data is not retained for model training purposes.

Currently, SupportPilot is designed as a native Shopify solution with Gmail integration. We focus on providing the best possible experience for merchants who want an all-in-one solution directly in their Shopify admin.

Integrations with Zendesk and Gorgias are on our roadmap for the Scale plan.

SupportPilot automatically detects and responds in the customer's language. Currently optimized for:

• English - Full support
• French - Full support

Claude AI can understand and respond in most languages, but intent detection and playbooks are optimized for English and French.