Frequently Asked Questions
Everything you need to know about aserva AI Customer Service.
Getting Started
How do I install aserva on my Shopify store?
Shopify App Store certification remains gated. Merchants with approved connected-store access can use the guided OAuth install, verify product sync, then enable the aserva app embed under Online Store > Themes > Customize. Do not treat installation alone as launch proof.
Do I need any technical skills to use aserva?
The proven Shopify path uses a guided OAuth connection and one app-embed step, without theme-code editing. WordPress/WooCommerce and other provider paths remain assisted or proof-gated until their installation, sync, widget, inbox, and action checks pass.
How does the AI learn about my products?
After a verified Shopify connection, aserva can sync product catalog data such as descriptions, variants, and pricing. You can also upload knowledge articles, FAQs, and policies; content must finish indexing and pass a grounded answer test before customer-facing use.
Features & Channels
What communication channels does aserva support?
The storefront widget and unified inbox are the proven core path. Email and WhatsApp adapters exist, but each workspace must complete provider configuration plus real inbound and outbound delivery proof before that channel is called live.
Can the AI respond to customers automatically?
After trusted content is indexed and a grounded proof answer passes, aserva can answer approved low-risk questions such as order status, product information, and store policies. Low-confidence answers and risky actions remain escalated or approval-gated.
What happens when the AI can't answer a question?
aserva records the conversation context and marks the case for human handoff. The exact customer transition and outbound delivery depend on the configured channel, so teams should verify the provider-specific handoff before live traffic.
Does aserva integrate with WhatsApp?
Aserva offers QR/session and Meta credential setup paths. WhatsApp remains proof-gated: a supported production provider, verified webhook, real inbound message, and successful outbound reply are required before a workspace should call the channel live.
Billing & Pricing
Is there a free plan?
Yes. aserva offers a free plan that includes up to 50 conversations per month, 1 agent seat, and basic AI responses. No credit card required to start.
How does billing work for Shopify merchants?
For eligible Shopify installations, aserva uses Shopify's native billing flow. A plan is treated as verified only after the signed approval callback and subscription reconciliation pass; direct installations use the billing provider shown in the dashboard.
Can I cancel anytime?
Shopify subscriptions are managed from Shopify Admin; direct subscriptions are managed from the billing provider shown in aserva. Effective dates, refunds, and any fees follow the active plan terms rather than an unconditional cancellation promise.
Data & Privacy
Is my customer data safe?
aserva encrypts supported integration credentials with AES-256-GCM, uses encrypted transport, and applies organization-scoped authorization in application queries and APIs. Security still depends on correct deployment configuration; see the Privacy Policy and request current diligence evidence for the exact environment.
Is aserva GDPR compliant?
aserva implements Shopify's mandatory customer-data request and erasure webhooks and provides a privacy contact. Those controls support GDPR obligations but are not a blanket legal-compliance certification for every merchant deployment.
Does the AI use my data to train its models?
aserva does not train an aserva-owned foundation model on customer conversations. Processing by configured AI providers follows their API terms and the deployment's data controls; review the current Privacy Policy or DPA for the exact provider arrangement.
Troubleshooting
The chat widget isn't appearing on my store.
Go to your Shopify admin → Online Store → Themes → Customize → App embeds, and make sure the 'aserva Chat Widget' toggle is enabled. If it's already enabled, try clearing your browser cache or checking in an incognito window.
I'm not receiving WhatsApp messages in my inbox.
Open the aserva dashboard under Integrations -> WhatsApp and check the Aserva QR connection status. If the device is not linked, scan the QR again from WhatsApp Linked devices, then send one real inbound WhatsApp message to complete verification.
How do I contact support?
Email support@aserva.io with the workspace, affected channel, time of failure, and any safe-to-share request or conversation ID. Response priority depends on the active support plan and current incident severity; no unverified public SLA is promised here.