AI chatbot for online stores: answer product, shipping and returns questions

CAAC Go gives your online store an AI chat agent that answers shoppers' questions about products, sizing, shipping and returns from your own pages and policies, 24/7. Shopify stores on Starter and up can connect their catalog directly, and stores on any other platform train it from their website address. It captures contact details when a shopper wants follow-up and hands order-specific questions to your team: CAAC Go does not look up order status or tracking unless you build a Custom API action for it.

Before you start

Your store's website address.

Your shipping and returns policy, size guides and any FAQ page.

For the Shopify connection: the Starter plan or higher.

Step 1 · Train it on your store

If your store runs on Shopify

Integrations → Connect Shopify

1. Open Integrations, enter your store's your-store.myshopify.com address and click Connect Shopify (Starter plan and up).
2. CAAC Go trains on up to 100 products (most recently updated first) and 50 pages. Add your shipping and returns policies with Website or Text.
3. When you add or change products or pages, click Re-sync catalog. Refreshing is manual.
4. To show the chat on your storefront, turn on CAAC Go in your theme editor under App embeds.

More on the Shopify page.

If your store runs on another platform

Data sources → Website → Train my AI

1. Open Data sources → Website and enter "Your website address".
2. Choose Entire site (recommended) and click Train my AI. It reads your sitemap or follows your links, key pages such as pricing, contact and FAQ first.
3. Each site crawl reads up to 15 pages on Free and 60 on paid plans. JavaScript-built sites are read through a fallback capped at 8 pages, so add key details with the other tabs if yours is one.
4. Website sources auto-refresh roughly weekly. Use ↻ Re-crawl site after big changes.

On any platform, fill gaps with Files (up to 20 MB each) and Text (with a title such as "Refund policy"). ✨ Auto-FAQ from this drafts Q&A pairs from any source.

Step 2 · Capture leads from pre-purchase questions

"Do you do bulk orders?" is a sales conversation worth a follow-up.

Agent → Actions → 🎯 Capture lead

1. 🎯 Capture lead is on by default. Under "Fields to collect", choose name, email or phone (the default is name and email).
2. On the Behavior tab, start Custom instructions (optional) from the Sales agent template.
3. Add a Voice & style (optional) line such as "Friendly and concise; recommend products from our catalog; offer to take an email when a shopper wants follow-up."
4. Click Save.

You get the email "Your AI captured a new lead", and the lead shows under Activity ("Leads & bookings" filter) and in Inbox with a "Lead" badge. If a shopper types an email or phone number, it's captured even if the AI didn't ask. Contact CSV export is Starter and up (on Free, leads are view-only in the app); the lead.captured webhook is Growth and up.

Step 3 · Hand off order-specific questions

CAAC Go does not look up order status, tracking or a shopper's past orders, and it doesn't take payments. Plan for "Where is my order?" instead:

1. Add a Text source that explains how shoppers track an order and start a return, so the AI can point them there.
2. Add a rule under Custom instructions (optional), for example "For questions about a specific order, don't guess. Offer to bring in the team."
3. Keep 🤝 Bring in your team on. It collects the shopper's name and contact and adds the note "🤝 Flagged for your team to follow up".
4. Work through these in Inbox → Follow-ups. A shopper who left an email or phone number is captured as a lead, so their chat shows in All with a "Lead" badge instead. Take over to reply yourself, which pauses the AI, then ✨ Hand back to AI when you're done.

If you have a developer, 🛠 Custom API actions under Agent → Actions (off by default, on every plan) lets the AI call your own API, with up to 20 tools. That is the only way to add an order lookup.

Step 4 · Add email and WhatsApp

Step 5 · Go live and test

1. Test first in Chat with your agent on the Agent page: ask about sizing, delivery times, returns and an order status. Test messages count toward your monthly AI conversations.
2. Not on Shopify? Go to Channels → 💬 Website widget → 🌐 Add to my website → Copy snippet and paste it once, just before </body>, in the part of your site shared by every page.
3. Click Test my install to check your homepage for the snippet. Need help installing? has steps for WordPress, Wix, Squarespace and Google Tag Manager.
4. Add up to 4 Suggested questions (starter chips), such as "Do you ship internationally?" or "How do I pick a size?"

Setup checklist

• Catalog connected with Connect Shopify, or site trained with Train my AI
• Shipping and returns policy, size guides and FAQs covered
• 🎯 Capture lead on, with the fields you want
• Text source added on how to track an order and start a return
• Rule added for order-specific questions
• Tested in Chat with your agent, including an order-status question
• Chat live on your storefront (App embeds on Shopify, snippet elsewhere)
• Email or WhatsApp added if your shoppers use them
• Re-sync catalog (Shopify) or ↻ Re-crawl site after catalog changes

Common questions

Can the AI check order status or tracking?

Not on its own. CAAC Go doesn't look up orders or tracking, so add content on how tracking works and hand the rest to your team. A developer can build a 🛠 Custom API actions tool that calls your own order API.

Do I need Shopify?

No. Any store with a public website can train it with Train my AI. The Shopify connection (Starter and up) adds products and pages directly.

What happens when I add new products?

On Shopify, click Re-sync catalog. Website sources auto-refresh roughly weekly, or click ↻ Re-crawl site any time.

Can it take payments or orders?

No. CAAC Go doesn't take payments; shoppers check out in your store as usual.

Which plan do I need?

Free covers the website widget, email, lead capture and handoff, with 200 AI conversations a month. Shopify, WhatsApp and contact CSV export are Starter ($29 a month) and up; webhooks and the Developer API are Growth and up. See pricing.

See CAAC Go for Shopify or try it on your store — no signup — and read Train your AI agent and Human handoff.

Last updated 2026-09-28