Help
FAQ & troubleshooting
The questions we hear most, with quick fixes.
How does the assistant decide what to answer?
Every answer is grounded in your store: the question is matched against your synced catalog and your Knowledge Q&As, and the AI writes its reply using only what it found, with your Rules shaping tone. It won’t invent products or policies — if it doesn’t know, it says so and points the shopper to your contact options.
Why isn't one of my products showing up?
Only active, published products are indexed — drafts and deleted products never appear. If you just changed a product, run Agent hub → Reconcile recent changes (or a full sync) to refresh immediately.
A product shows as “coming back soon”
That’s the out-of-stock label. The product stays recommendable, and availability is re-checked in real time — restock it in Shopify and the badge clears on the next answer.
How do I teach it my shipping / return / privacy policies?
Quickest: Agent hub → Knowledge → Import a page— paste the public URL of a policy or FAQ page and it’s distilled into knowledge automatically. Or add a Q&A by hand. Imported pages must be publicly accessible (password-protected pages can’t be read).
The widget isn't showing on my store
Check the app embed is enabled on your active theme (the Setup guide links to the exact toggle), then hard-refresh the storefront. The setup guide shows a live checkmark once the widget has been seen.
Voice isn't working for shoppers
Voice input needs microphone permission in the shopper’s browser; when the mic or transcription is unavailable the assistant automatically invites them to type instead, so the conversation never dead-ends.
Shoppers see “we're taking a short break”
That’s the graceful fallback shown when the AI service is briefly unavailable or rate-limited. It clears on its own — if it persists, contact support@northflow.online.
Is shopper data private?
Yes. Each store’s data is fully isolated, and shoppers are anonymous — identified only by a random id, never personal details. Questions are logged to power your insights; assistant replies are not stored (except a reply a shopper explicitly rates 👍/👎).
What do the dashboard metrics mean?
Total chats — questions in the last 30 days. Recommendation CTR — product taps ÷ views. AI resolution — shoppers who tapped a result after being shown options. AI-attributed revenue— orders traced to an assistant recommendation. Metrics show “—” until there’s real data.