If you’re unable to add a block in the Theme Customizer, it’s likely that your store is using a Shopify 1.0 theme, which does not support app blocks or advanced customisation options, such as switching the chat interface from floating to embedded.

Shopify 2.0 themes, introduced in June 2021, include support for app blocks. To check your theme version:

1. Open your Theme Customizer.

2. Click Add Section (+).

3. If you see an option to add an App section, you are using a Shopify 2.0 theme.

If you’re using a Shopify 2.0 theme and still experiencing issues, please contact us at support@clevertar.com—we’re happy to help!

If using the floating pop-up version, make sure Conversagent is toggled ON in your theme’s App Embeds section. If using Conversagent as a block, ensure only one block is added per page and that App Embeds is OFF (you can’t use both at once).

Otherwise:

• If it’s visible in the theme preview, don’t forget to click Save before exiting.
• Try toggling the app off/on, clearing your cache and cookies, or resetting it via the admin dashboard.
• Disable other apps one by one to check for conflicts—especially other widgets or pop-ups. Some outdated apps may interfere with modern code like Conversagent’s.

Still having trouble? Reach out to us at support@clevertar.com.

My changes to the app aren’t working – what do I do?

If your updates aren’t appearing, try the following steps:

1. Click “Save” – Ensure you’ve clicked the “Save” button in the top-right corner of the Theme Editor after making any changes.
2. Check for duplicate instances – Make sure there is only one Conversagent chat interface active on the page. If more than one is added (e.g. both a block and a floating version), only one will display, and you may be editing the version that isn’t visible.
3. Reset the app – Go to the Settings section of your Conversagent admin dashboard and click Reset App.

    

If the issue persists after these steps, please contact us at support@clevertar.com and we’ll be happy to assist.

To display the Conversagent chat interface on multiple pages, you’ll need to manually add and customise the Conversagent block for each page type via the Theme Editor. Use the dropdown menu at the top of the editor to switch between page types (e.g. products, collections, blogs, custom pages) and add the Conversagent block to each one where you’d like it to appear.

Important:

• Only one Conversagent instance can be active per page. This means you cannot have both an embedded and a floating version, or multiple embedded blocks, on the same page—doing so will prevent it from displaying correctly.

• If you’re using App Embeds instead of blocks, make sure the app is toggled ON in the App Embeds section of your Theme Editor.

Conversagent searches your product catalogue using keywords derived from the customer’s question. For example, if a customer asks, “Do you have purple shirts?”, the AI will search your store for the term “purple shirts.” If your store’s native search engine doesn’t return relevant results for that query, the AI may also struggle to find a match.

To improve search accuracy, we recommend:

• Ensuring relevant keywords are included in your product titles and descriptions

• Keeping all on-site content accurate and up to date

• Adding helpful context in the Knowledge section of your Conversagent dashboard

If the AI is providing outdated or conflicting information, it may be referencing content from an outdated link or page, review and update any such sources as needed.

Note: Conversagent cannot currently interpret PDFs or images referenced on your website (only those uploaded directly via the app’s PDF section).

If you’re still experiencing issues, please contact us at support@clevertar.com. In some cases, certain themes or custom code may affect the AI’s ability to retrieve or interpret information properly.

Pulse notification emails can be set up/configured in the Conversagent Admin Dashboard > Settings > Email Settings. If you are not receiving emails, please check you have activated the emails & double check whether you have set the emails to be delivered daily, weekly or monthly. When you activate the emails, you will also set a date you wish to start receiving them from. Please check this date is not still in the future in which case emails will start being sent from that date.

It is also worth mentioning that these emails are for UNREAD Pulse notifications. Therefore if you read all notifications in the Admin Dashboard before the email is sent, you will not receive an email that day.

The Pulse section highlights important conversations, such as ones where the AI couldn’t answer, a customer left contact details, or even when a compliment was received. If you don’t see any questions there, it just means there haven’t been any flagged conversations needing your attention yet – so that’s actually a good thing! However if you feel there are conversations that should have been flagged, please reach out to support@clevertar.com

Conversagent uses stock numbers to determine if a product is available.

The best way to try and get around this is to head to Settings > AI Instructions > Response. Edit the Response textbox & provide an additional instruction, potentially something like “If the user asks a question about stock levels, tell the customer they can pre-order the item and it will be available within xx days”.

This may require some trial and error with wording. 

If your store is protected by a storefront password, Conversagent’s answer quality in the playground may be reduced. To improve answer quality, you can either enter your password on the identity page or disable password protection in your online store settings.

If you do not enter your storefront password, Conversagent will not be able to access any pages on your site. However, it will still be able to query your Shopify catalog to answer questions about products or search for products.

You can view your usage statistics in the Conversagent dashboard.

To access it:

1. In your Shopify admin, click Apps in the left-hand menu.

2. Select Conversagent from your list of installed apps.

This will open the Conversagent dashboard, where you’ll find key metrics such as:

• Total users

• Total questions asked

• Average questions per user

• Sales and conversion insights

These insights help you track performance and customer engagement over time.

A converted order is a sale that can be attributed to a conversation the customer had with Conversagent.

If a customer interacts with the chatbot and places an order within the following 30 days, that order is counted as a conversion. If multiple orders are placed within that period, each will count as a separate converted order.

Please note: Conversion data is updated once per day.

Conversion Rate refers to the percentage of conversations that resulted in a converted order. An order is counted as converted if the customer who ordered had a chat with Conversagent in the previous 30 days.

This number is only updated once per day.

Converted value is the total dollar amount of orders attributed to Conversagent within the selected date range.

An order is considered converted if the customer interacted with the chatbot within the previous 30 days. If the customer places multiple orders during that time, each one contributes to the converted value.

Please note: This figure is updated once per day.

The Knowledge feature allows you to add custom content and documents that Conversagent can reference when answering customer queries. This information is not visible on your storefront, making it ideal for adding behind-the-scenes details to improve chatbot responses.

It’s especially useful if the AI is unable to answer a question due to missing or unavailable information on your site. You can add example questions and answers, structured content with headings, or any relevant details to help fill those gaps.

You can also upload PDFs to the Knowledge base, which Conversagent can search and read to generate more accurate answers.

AI Instructions are customisable settings in your Conversagent Admin Dashboard > Settings that guide how your chatbot behaves to better align with your brand.

You can customise two key areas:

• Greeting – The first message your customer sees

• Response – How the chatbot answers customer questions

Use AI Instructions to tailor tone, message length, emoji usage, and more. For example, you can instruct the chatbot to highlight a discount, direct users to another site, or request an email at the end of a conversation.

Note: There is a character limit—keep instructions clear and concise to ensure consistent performance.

For help crafting effective AI Instructions, feel free to contact us at support@clevertar.com.

Pulse is Conversagent’s secondary AI—your intelligent insights assistant—designed to surface important customer conversations that may otherwise go unnoticed.

Pulse highlights key moments, such as:

• When the AI couldn’t answer a question due to missing information on your store

• When a customer leaves contact details for follow-up

• When your store receives a compliment

These insights help you decide whether to update your store content or add information to the Knowledge section to improve future chatbot responses. You can also choose to personally follow up with customers who left their details.

To manage or customise Pulse email notifications, go to:
Conversagent Dashboard > Settings > Email Settings > Pulse Email Settings.

The reset button disables and reenables the app as well as resyncing it to your store. This is primarily used during troubleshooting. It will not affect your subscription, chat interface customization or customer conversation history.

We’re sorry to see you go! If you’d like to temporarily remove the Conversagent chat from your store, we recommend simply disabling the app via the App Embeds section in your Theme Editor. This hides the chat interface while keeping your subscription active, along with your customisations and usage data.

If you prefer to fully uninstall the app:

1. Go to your Shopify admin dashboard.

2. Click the three-dot menu in the top-right corner beneath your store name.

3. Select Uninstall from the dropdown menu.

This will cancel your subscription, remove Conversagent from your store, and permanently delete all customer conversation data.

We’re always looking to improve. If you’re experiencing issues or have feedback, we’d love to hear from you, please reach out to us at support@clevertar.com.

Conversagent automatically syncs with your store once every 24 hours, keeping its knowledge base up to date with your latest products and content.

To change the sync time or manually trigger a sync:

1. Go to your Conversagent Dashboard

2. Navigate to Settings > App Settings

3. Click Change Daily Sync Time or Resync Now

Manual syncing is useful if you’ve made updates, such as adding/removing products, changing descriptions, publishing new blog posts, or launching promotions—and want Conversagent to reflect those changes immediately instead of waiting for the next scheduled sync.

Currently, you cannot download or export conversations from Conversagent. However, you can view conversations by navigating to the admin portal and selecting “Conversations.”

No, you cannot delete conversations from the conversation log in the portal. However, if you want to test the chatbot without adding your messages to the conversation log and notifications, you can use the playground feature.

Statistics on the dashboard update close to real-time. However, these are cached so if you have viewed these within the last 30 minutes it will re-use the cached statistics.

Pulse data updates every five minutes.

Pulse can forward support requests directly to an email address when it detects that a customer requires human assistance or that it didn’t have enough information to answer a user’s question, even after interacting with Conversagent. At this stage, support requests can only be forwarded to a single email address.

You can test how Conversagent responds to requests by visiting the Playground section in the admin dashboard on Shopify. Any questions you ask here will not appear in the “Conversations” tab of the admin dashboard. Conversations in the Playground do not count toward your monthly quota.

Yes, you can view customer conversations with Conversagent by going to the “Conversations” tab in the Conversagent portal. From there, you can:

• Browse conversation categories
• Search through specific chats
• Filter by date range
• Sort by topic
• And more

To view a full conversation, simply click the blue “View Responses” link next to the relevant chat.

To update your agent’s name, go to Training > Identity > Agent Name in the Conversagent admin dashboard. This name will appear in the top banner of the chat interface when customers interact with your assistant.

To change the name your store is referred to within conversations, navigate to Training > Identity > Store Name in the same dashboard.

Additionally, you can update the agent’s name directly within the Theme Editor by selecting the Conversagent app on any page where it’s installed.

The Category field in the Conversations tab shows the topic assigned to each conversation by our AI. These categories help you understand what customers are asking about. They include:

• Order Update – Questions about order status, changes, cancellations, or missing deliveries
• Shipping / Delivery Enquiry – Questions about shipping timeframes, couriers, delivery locations, or policies
• Product Enquiry – Questions about a specific product
• Product Recommendation – Users asking for help choosing a product
• Product Issue – Reports of problems with received products
• Stock Enquiry – Questions about stock levels or restocking
• Policy Enquiry – Questions about store policies before purchasing
• Refund / Return Request – Requests for returns, exchanges, or refunds
• Discount / Promotion Enquiry – Questions about current offers or promotions
• Business Enquiry – General questions about your company
• Site Issue – Users reporting technical issues on your site
• Payment Issue – Problems completing a payment
• Contact Request – Users asking specifically for contact details for human support
• Other – Conversations that don’t fit into any of the above categories

 The date and time shown in the Conversations tab reflects when Conversagent last sent a message to the user.

The Page field indicates which page of your store the user was on when they began the conversation with Conversagent.

AI instructions guide how the chatbot behaves or responds—for example, telling it to answer formally, prioritize certain topics, or avoid specific content.

Additional knowledge refers to extra facts or information the chatbot is given—like company policies, promotion details, or specific terminology—so it can provide accurate answers about your business or subject area.

A conversation refers to a user’s interaction with the chatbot during a single session. Even if the user navigates across multiple pages during that session, it is still counted as one conversation.

This pricing model is designed with merchants in mind, focusing on meaningful customer engagement rather than charging per message sent.

Each Conversagent plan includes a monthly quota based on your subscription level. You can track your usage and reset date on the right-hand side of the Conversagent dashboard, where a colour-coded indicator shows how close you are to reaching your limit. You’ll also receive email notifications as you approach your quota.

If you exceed your quota:

• The chat interface will be automatically disabled and no longer visible to customers.
• An error message will appear in the Theme Editor, notifying you that your quota has been reached.
• Conversagent will remain disabled until your quota resets for the month or you upgrade your plan.

To upgrade, simply click the upgrade option near your quota indicator in the dashboard or use the Plan section in the top menu to select a new tier.

Yes, we offer an Enterprise Plan designed to support custom requirements and store-specific needs. This plan can include tailored features, integrations, or other customisations based on what your store requires.

To discuss your needs and explore what’s possible, please contact us at support@clevertar.com. We’d be happy to help.

Your subscription will be automatically cancelled when you uninstall the app.

If you’re switching plans, your subscription will be updated automatically—no need to cancel manually.

Yes, Clevertar and our product Conversagent comply with GDPR requirements.

As an Australian-based company, we are not eligible to register on the Data Privacy Framework list, which is restricted to US-based companies, even though we store information in the US.

Conversagent only collects customer data that’s provided to the chatbot voluntarily by the customer.

We collect and store chat transcripts, recent order information, IP addresses of users, and anonymous service telemetry such as network requests. Collected information is stored securely in the USA. All personal information is erased 48 hours after app uninstallation. Service telemetry may be retained for up to 12 months.

Chat transcripts are shared with Microsoft (USA) to operate the conversational AI. These transcripts are not used for training purposes and are not stored. Microsoft (USA) also collects and stores service telemetry to maintain service quality. All other information is collected and stored securely with encryption and is not shared with any third parties.

Clevertar’s privacy policy can be found here.