Live Chat Common Questions

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Live Chat Setup Article

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Common Questions & Answers

Why isn’t MoonChat showing up on my site?

If you’ve configured and installed your MoonChat, but it isn’t appearing on your site, check the URL listed in the setup field. If the chat is linked to an incorrect URL, it won’t display on your website. 

How do I edit MoonChat once it is on my site?

You can only edit your MoonChat through your Supermoon account settings. Here, you can adjust the layout, branding, fields, and other options. Changes cannot be made directly in the Shopify theme editor.

My chat randomly disappeared from my website. 

If you have recently changed your Shopify theme, it is possible that your chat will disappear from your site due to the change in code that adds MoonChat to your page. 

If you notice the chat is gone from your site, navigate to the MoonChat settings in Supermoon, double check that you have the correct URL entered, and install it to your store again. 

When will the chat session time out? How long will customers be able to continue a conversation in the chat?  

The MoonChat session will time out 24 hours after the last reply. If the customer left their email, you can continue the conversation through email. 

Can I add a picture to the chat icon? 

No, but you can change the icon color in your MoonChat settings. 

Can your chat do automatic popups or upsells? 

MoonChat cannot be configured to automatically pop up on certain pages to upsell products. It can, however, suggest product recommendations and offer product information if prompted by a customer. 

NOTE: Our Smart Contact Form is a good tool to implement if you are looking for the AI to reference specific product pages in its responses. 

How can I set up the chat so that I never have to answer customers manually? 

To set up MoonChat to be completely automated, make sure that you have the AI Auto-Answers toggled ‘ON’. Configure the Offline AI Handoff Message to let customers know that you are away from the chat in case they are looking to reach a human. Also, ensure that your chat is set to ‘Offline’ by navigating to the chat channel in the inbox, and then selecting the Offline option in the upper right hand corner. If you would like to collect emails at the beginning of each email reachout, you can toggle this on in the settings as well. Lastly, to ensure your AI is giving customers accurate and helpful answers, provide as much information as possible to your AI in your Knowledge Base (learn more here).

Is there a way I can preview and test the chatbot using AI before installing it on the website?

Yes, you can test out your MoonChat responses in the theme editor when you are installing it. When you are ready to launch it on your site, simply save your Shopify site. 

What information does the ‘Order Tracking’ option give my customers? 

If you have the ‘Order Tracking’ option enabled on your MoonChat, customers will be prompted to verify their email address before accessing order information. Once this verification has been done, customers can access recent orders and order numbers, shipping status and tracking numbers, quantities of items, and cost.