Chatty AI Chatbot & Live Chat

Hi team,

Thank you for your honest feedback, and we're truly sorry for the frustration you've experienced. This isn't the standard we hold ourselves to, and we want to make it right.

On the issues you raised: the logout problem has been actively investigated and we've already implemented a fix that's now in final testing. You shouldn't have to keep re-logging in, and we're close to rolling it out. For the FAQ not being recognized by Google, we found that the app is currently disabled in your theme's App Embed (Shopify Theme Editor); once it's re-enabled, the FAQ content will render and be picked up again. We'd be glad to walk you through this.

We also hear your concern about pricing. Our recent changes go toward improving the product, especially the quality and accuracy of our AI and FAQ features, and we're sorry if that value hasn't shown up in your experience yet.

Our team has reached out to you directly to help resolve everything and make sure your store is running the way it should. We'd genuinely love the chance to turn this around for you.

Best regards,
Chatty Support Team

Hi Chic Marine Team,

This is Liz, Customer Success Leader at Chatty. I followed up with you personally over email as well, though I am not sure it reached you at a good time, so I wanted to reach you here too.

First, I am truly sorry for the frustration this caused. I completely understand how serious it is to lose access to your customer messages, even for a short time, and you had every right to expect better from us.

After your report, our development team investigated this thoroughly, and on our end the inbox is loading and displaying messages correctly, with no error found in the system. Because of that, we suspect something specific to your browser may be interfering with the app. Could you let us know whether you have any browser extension installed that might be blocking or modifying the app, such as an ad blocker, privacy or script blocker? That would help us pinpoint what happened on your side.

I can see you have uninstalled Chatty, and I completely understand that decision. If you are open to it, I would be grateful if you would consider reinstalling so our team can work with you directly and make sure everything runs smoothly this time. We are here and ready to support you.

Warm regards,
Liz
Customer Success Leader, Chatty

Hi Cubica Team, thank you for sharing your experience. We understand there was a misunderstanding around the billing, and we're sorry it led to frustration.

We've since connected with you directly and are glad we were able to reach a resolution together. Our support team is always available to help clarify any billing or usage questions, please don't hesitate to reach out anytime.

We hope to have the opportunity to serve you better going forward.
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Hola Cubica Team, gracias por compartir tu experiencia. Entendemos que hubo un malentendido con la facturación y lamentamos que haya generado frustración.

Desde entonces nos pusimos en contacto contigo directamente y nos alegra haber podido llegar a una resolución juntos. Nuestro equipo de soporte siempre está disponible para aclarar cualquier duda sobre facturación o uso — no dudes en contactarnos cuando lo necesites.

Esperamos tener la oportunidad de servirte mejor en el futuro.

Hi there,

We’re really sorry to hear about the issues you encountered and would love the opportunity to help fix them as soon as possible.

We’ve just reached out via email as well so we can work with you directly on this. When you have a moment, could you please share a screenshot or short screen recording of the blank white screen or “website blocked” message you mentioned? That will help our dev team identify the cause faster.

Also, regarding the AI chat issue, we’d really appreciate it if you could provide more detail about that situation (for example, when it happened or which customer chat it involved). This will help us improve the AI responses to better support your store.

We completely understand how important real-time support is for your customers, and we want to make sure Chatty runs smoothly for you again soon. Looking forward to your reply.

Best regards,

Chatty Support Team

Hi VivaVoss Team,

Thank you for taking the time to leave this feedback. We’re truly sorry for the difficulties you faced while using the app. After reviewing your case, our team has worked to fix the issues you mentioned and already reached out to you via email with the updates.

We’d love for you to check again and let us know if everything runs smoothly now. Your input helps us improve the app and support experience for all merchants, and we’re committed to making sure you don’t have to spend extra time managing errors.

If you could kindly reply to our email or connect with us via live chat, we’d be happy to walk you through and ensure things are optimized for your store.

Best regards,
Chatty Support Team

Hi AquaDoc,

Thank you for taking the time to share your feedback, and we're truly sorry to hear about your experience.

We take all concerns seriously and are currently investigating the situation you described. Please know that we do not condone or engage in any form of harassment, and we are committed to maintaining respectful interactions with all users.

Regarding the glitches you mentioned, our team is continuously working to improve the app’s performance and user experience. We’d greatly appreciate the opportunity to learn more about the specific issues you faced, so we can address them properly.

If you're open to it, please reach out to our support team directly—we’d love to assist further and make things right.

Sincerely,
The Chatty Team

Update 3/12:
Thank you for continuing to use Chatty, especially the FAQ feature. We're really glad to hear that it has been helpful for your store.

Regarding the previous notification delays, our team has released several improvements recently to make alerts faster and more reliable. If at any point you’d like to try the live chat notifications again or want us to review your setup, we’re more than happy to assist.

Thanks again for sticking with us! Your feedback truly helps us keep improving the app.
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Update 5/5:

Since your last review, our team has made several improvements specifically related to mobile notifications. We understand how important timely alerts are, especially for live chat, and we've been actively optimizing this area to enhance reliability and speed.

We’d love for you to consider giving it another try — especially using the live chat feature again — and see if the experience has improved on your end. If you encounter any issues or need assistance with setup, our support team is always here to help.
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Hi Hydbond™️ Store Owner,

Thank you for updating your review and for recognizing the value of our FAQ setup. We’re truly sorry to hear that the notification delays have impacted your experience. Reliable notifications are crucial, and our team is continuously working to improve them.

We’d love to troubleshoot this further and see if there’s anything we can adjust on your end to enhance performance. If you're open to it, please reach out to us—we’re happy to help!

Your feedback is invaluable in helping us refine the app, and we appreciate you giving us a chance.

Best,
Chatty Support Team

Dear Auto Addict USA Store Owner,

This is Liz, Customer Success Leader from Chatty Support Team. Thank you for taking the time to leave your feedback. I sincerely apologize for the issues you experienced while using our app and for any inconvenience caused. Your concerns are very important to us, and I want to address each point you mentioned.

1. Email Forwarding Issue: Our team has thoroughly tested the email forwarding feature, and we confirm that all emails, including those with images or videos, are being forwarded correctly through the app. However, I understand that hasn’t been your experience. If possible, we’d greatly appreciate it if you could share the details of the specific emails that weren’t forwarded. This will help us investigate further and ensure a resolution.

2. Instagram Integration: I understand your frustration regarding this feature. Our team has already submitted the integration to Meta, and it’s expected to go live by the end of February or early March. We’re committed to keeping you updated on its release.

3. Support and Communication: I'm sorry for any delays or inconvenience in receiving assistance. I'm continuously working on improving our support to provide faster and more efficient service.

Our goal is to provide tools that truly add value to your business, and I'm deeply sorry that your experience didn’t reflect that. If you’re open to giving us another chance, I’d love to assist you further and ensure the app meets your needs.

Thank you for your feedback—it helps us improve.

Warm regards,
Liz
Customer Success Leader

Dear AEDShop Team,

Thank you for taking the time to share your feedback with us.

We understand your concerns, and we would like to address them to ensure you have the best possible experience with our app.

While Chatty has been available on Shopify for around two years, our live chat feature was introduced just four months ago. We labeled it as "beta" because we are continuously adding new features and making improvements based on user feedback.

1. Multiple Users and Chat Assignment:
- Currently, our app allows only one user to be logged in at a time, which can be challenging for larger teams. To help manage this, we are actively working on a feature that will allow you to see which chat is assigned to which supporter. This will prevent confusion when multiple customer service representatives are handling chats simultaneously.

2. After-Hours Messaging:
- When no one is logged in, our app does provide an option for customers to leave a message. However, we understand that the current solution might not be very intuitive. We are planning to improve this feature to clearly indicate to customers when no one is available and provide an option for them to leave a message easily.

3. Work Hours Configuration:
- We do have a solution for after-hours availability, but it currently requires manual configuration based on fixed work hours. We are working on automating this process to better match your agents' login times and improve the overall user experience.

We truly appreciate your patience and understanding as we work on these improvements. Your feedback is invaluable in helping us enhance our services. If you have any further questions or require assistance with anything else, please feel free to reach out.

Thank you once again for your feedback and for using Chatty. We are committed to making our app better for you and all our users.

Best regards,
Chatty Support Team

Hi The Golden Bros's Store Owner,

This is Liz from the Chatty Support Team. I wanted to follow up on the recent issue you encountered with the FAQ page on your website. I’m really sorry for the inconvenience this caused and understand how frustrating it must have been.

Our technical team has fixed the issue, and your FAQ page should now be displaying correctly. Please check your website to confirm that everything is back to normal. If you notice anything still not working as expected, please let us know, and we'll address it immediately.

We genuinely appreciate your feedback, as it helps us improve our app and service. If there's anything else we can assist you with, feel free to reach out at any time.

Thank you for your patience and understanding.

Best regards,
Liz