Frequently Asked Questions (FAQ)

Find quick answers to the most common questions about Synton AI. Can't find your answer? Contact support or ask the AI directly!

Getting Started

What is Synton AI?

Synton AI is an all-in-one AI-powered platform for Shopify stores that helps merchants manage their store, optimize marketing, and increase sales through conversational AI and automated modules.

Key features:

• AI Command Center (chat with AI to manage your store)
• 100+ AI business agents (automated analytics and insights)
• 9+ modules (reviews, loyalty, chatbot, bundles, upsells, popups, translations, SEO, cart recovery)
• Meta Ads optimizer (AI-powered advertising)
• Competitor intelligence
• Behavior analytics (session recordings, heatmaps)

How does Synton AI work?

Synton AI integrates directly with your Shopify store. You can:

1. Chat with AI - Ask questions, make changes, analyze data in natural language
2. Deploy modules - Add features like reviews, loyalty programs, chatbot
3. Run AI agents - Automated business intelligence reports
4. Optimize ads - AI manages your Facebook/Instagram campaigns
5. Track competitors - Monitor pricing, products, ads automatically

Who is Synton AI for?

Synton AI is designed for:

• Solo entrepreneurs - Manage everything yourself without hiring
• Small teams - Automate tasks and save time
• Growing businesses - Scale without proportional cost increases
• Agencies - Manage multiple client stores efficiently

Best for: Shopify stores doing $10K-$500K/month in revenue.

Do I need technical skills?

No! Synton AI is designed for non-technical users:

• Chat with AI in plain English
• No coding required
• Automatic installations
• AI handles complexity

If you can use Shopify, you can use Synton AI.

Pricing & Plans

How much does Synton AI cost?

Plans:

Every plan includes every app. What differs is the monthly allowance of AI credits.

• Free: $0 — every app, no AI credits
• Growth: $49/mo ($41/mo annual) — 10,000 credits, up to 3 stores
• Professional: $179/mo ($149/mo annual) — 32,250 credits, up to 3 stores
• Business: $1,299/mo ($1,079/mo annual) — 292,500 credits, up to 10 stores
• Enterprise: $3,999/mo ($3,319/mo annual) — 975,000 credits, unlimited stores

On Shopify the plan picker shows Free and Self Service ($49); the larger tiers are at app.synton.ai.

See Billing Guide for complete pricing details.

What are AI credits?

Credits are how AI usage is metered. Everything that costs compute costs credits: chat turns, agent runs, image and video generation, chatbot conversations.

Roughly what things cost:

• A simple question: ~5 credits
• A typical chat turn: ~15-20 credits
• A chat turn that uses tools: ~28 credits
• A fully resolved chatbot conversation: ~100 credits
• Marketing emails: 10 emails per credit

Cheaper, faster models cost fewer credits than the deepest reasoning ones, and failed actions are never billed. Configuration, storefront widgets and background jobs cost nothing.

What 10,000 credits/month gets you: daily AI chat, regular store management and occasional agent runs, with 50% of anything unused rolling into next month.

What happens if I exceed my AI credits?

AI actions stop and prompt you to buy a credit top-up or upgrade. Everything customer-facing keeps running: storefront widgets, app background jobs, and already-scheduled emails. Your customers never see any impact.

Your allowance resets on your billing date, and up to 50% of unused credits roll over.

Top-ups are in Billing → Usage: packs from 1,000 to 25,000 credits (any amount up to 75,000), 20% off for subscribers, valid 12 months, spent only after your monthly allowance.

Can I add extra modules beyond my plan?

There is nothing to add. Every module is included on every plan, including Free, with no per-module fee and no cap on how many you install.

Is there a free trial?

No. Signing up is free and needs no card, and you can connect your store and open every app, but AI actions require a paid plan.

You can stay without a plan indefinitely: every app opens, store health and security audits are unlimited, and no AI credits are granted. There is no trial period and no signup credit grant — the first AI action asks you to pick a plan.

Can I cancel anytime?

Yes. Cancel anytime from Settings → Billing. No long-term contracts or cancellation fees.

What happens when I cancel:

• The cancellation takes effect at the end of the period you have already paid for — you keep your credits and your apps until then
• After that, AI actions are paywalled again
• Data retained for 30 days (can reactivate)
• After 30 days, data permanently deleted

Do you offer discounts?

Annual billing saves about 17% versus paying monthly. That is the only standing discount, and it is applied automatically when you choose yearly billing at checkout — there is no code to enter.

Credit top-ups are 20% cheaper for merchants on an active subscription; that too is applied automatically.

There is no non-profit, startup, or agency discount programme. If you think your situation warrants one, email support@synton.ai and we will answer honestly rather than point you at a scheme that does not exist.

Features & Capabilities

What can I do with the AI Command Center?

You can manage your store by chatting in plain English:

Store management:

• Create/update products
• Manage inventory
• View orders and customers
• Create discount codes

Data analysis:

• Sales reports
• Customer insights
• Product performance
• Traffic analysis

Content creation:

• Product descriptions
• Blog posts
• Email copy
• Ad copy

See AI Chat Guide for complete capabilities.

What modules are available?

9 modules included:

1. Reviews - Customer review collection and display
2. Loyalty - Points, tiers, referrals, VIP program
3. Chatbot - AI customer support
4. Bundles - Product bundling and volume discounts
5. Upsells - AI-powered product recommendations
6. Popups - Email capture, announcements, exit-intent
7. Translations - Multi-language store support
8. SEO - Search engine optimization
9. Cart Recovery - Abandoned cart emails

See Modules guides for details on each.

What are AI agents?

AI agents are automated assistants that run tasks on schedules:

100+ agents available:

• Sales Analyzer (daily sales reports)
• Inventory Optimizer (restock recommendations)
• Customer Analytics (churn prediction, VIP identification)
• Marketing Performance (ROI analysis)
• Product Performance (winners/losers analysis)
• And 21 more!

Agents run automatically and deliver insights via email/dashboard.

See AI Agents Guide for complete list.

Does Synton AI work with my theme?

Yes! Synton AI works with all Shopify themes:

• Online Store 2.0 themes (best compatibility)
• Legacy themes (fully supported)
• Custom themes (may need manual adjustment)

Modules auto-install when possible. If not, AI provides code snippets.

Can I use Synton AI with other apps?

Yes! Synton AI is designed to work alongside other Shopify apps.

Known compatible apps:

• Klaviyo (email marketing)
• Yotpo (reviews - can coexist)
• Gorgias (customer support)
• Recharge (subscriptions)
• Bold (various modules)

If you encounter conflicts, contact support.

Does Synton AI work on mobile?

Yes! The dashboard is mobile-responsive:

• iOS app - Coming soon
• Android app - Coming soon
• Mobile web - Fully functional now

Modules work on mobile - All customer-facing widgets are mobile-optimized.

Can I customize modules?

Yes! Every module is customizable:

• Colors - Match your brand
• Text - Edit all copy
• Position - Choose where widgets appear
• Behavior - Configure triggers, rules, timing

Ask the AI: "Customize the [module name] module"

Technical Questions

How does Synton AI access my store?

Synton AI uses official Shopify APIs with OAuth authentication:

• You authorize access during installation
• We can only access what you approve
• You can revoke access anytime
• All requests are logged

We can:

• Read store data (products, orders, customers)
• Create/update products and discounts
• Generate analytics reports

We cannot:

• Access admin password
• Make purchases
• Delete your store
• Access payment information

Is my data secure?

Yes. Security measures:

• Encryption: All data encrypted in transit (TLS 1.3) and at rest (AES-256)
• Authentication: OAuth 2.0 + 2FA available
• Access control: Role-based permissions
• Compliance: GDPR and CCPA controls; SOC 2 readiness program in progress
• Audits: Regular security audits
• Backups: Daily automated backups

Where is my data stored?

Primary: AWS US-East-1 (Virginia, USA) Backups: AWS US-West-2 (Oregon, USA) CDN: Cloudflare (global)

EU customers can opt for EU-only storage (contact support).

Do you sell my data?

Absolutely not. We never sell, rent, or share your data with third parties for marketing purposes.

We only share data:

• With your explicit consent
• To provide the service (e.g., Claude API)
• When required by law

See our Privacy Policy for full details.

What happens to my data if I cancel?

30-day grace period:

• Data retained for 30 days
• You can reactivate and restore everything
• Export your data before canceling

After 30 days:

• All data permanently deleted
• Cannot be recovered
• We send reminders before deletion

Best practice: Export important data before canceling.

Can I export my data?

Yes! Export anytime:

• Products: CSV export
• Customers: CSV export
• Orders: CSV export
• Chat history: Text/JSON export
• Agent reports: PDF/CSV export

Settings → Data → Export All

Does Synton AI slow down my store?

No. Performance optimizations:

• Async loading: Scripts load after page renders
• CDN delivery: Widgets served from global CDN
• Lazy loading: Only load visible content
• Compression: All assets compressed
• Caching: Aggressive caching strategies

Average impact: <100ms page load increase (insignificant).

What browsers are supported?

Fully supported:

• Chrome 90+ (recommended)
• Firefox 88+
• Safari 14+
• Edge 90+

Mobile browsers:

• iOS Safari 14+
• Chrome Mobile
• Samsung Internet

Not supported:

• Internet Explorer (any version)

Does Synton AI affect my SEO?

No negative impact. In fact, several features improve SEO:

• SEO Module optimizes on-page SEO
• AI-generated content is SEO-friendly
• Modules don't add duplicate content
• Structured data added automatically
• Fast loading times maintained

Can I use Synton AI in multiple stores?

Yes. One subscription covers up to 3 stores on every Self Service plan — Starter, Growing and Scaling alike. Enterprise is unlimited.

• Stores you create count against that allowance
• Stores you connect (Shopify, WooCommerce, Magento, PrestaShop) are not capped — connect as many as you run
• There is no agency or volume discount programme; larger plans buy more credits, not a cheaper per-credit rate

AI & Chat

What AI model does Synton use?

Claude Opus 4.5 - The most advanced Claude model from Anthropic.

Why Claude?

• Best reasoning and analysis
• Longer context window (200K tokens)
• More accurate than GPT-4
• Better at following instructions
• Safer (fewer hallucinations)

Can the AI make mistakes?

Yes. Like all AI, Claude can occasionally:

• Misunderstand complex requests
• Generate incorrect information (hallucination)
• Make suboptimal recommendations

Safety measures:

• Approval gates for major changes
• Confidence scores on recommendations
• Human review for critical actions
• Ability to undo changes

Best practice: Review AI suggestions before approving, especially for important changes.

How does the AI learn about my business?

AI learns from:

1. Your store data - Products, sales, customers (automatic)
2. Conversations - Context from chat history
3. Explicit instructions - Use /remember [fact] command
4. Feedback - Mark responses as helpful/not helpful

AI does NOT:

• Share learnings between customers
• Access other stores' data
• Retain context between unrelated conversations

Can I train the AI on my brand voice?

Yes! Use the /remember command:

Examples:

• /remember Our brand voice is casual and playful
• /remember We never use emoji in product descriptions
• /remember Our target customer is women age 25-45

AI adapts future responses to match your preferences.

Does the AI have access to my Shopify admin?

Limited access via API:

• AI can read data (products, orders, analytics)
• AI can make changes YOU approve
• AI cannot access admin login
• AI cannot make irreversible changes without approval

Safety:

• Major changes require approval
• Undo capability for most actions
• Audit log of all AI actions

Can I use the AI via API?

Yes! Synton AI offers a REST API and MCP (Model Context Protocol) server.

Use cases:

• Integrate AI into your own tools
• Automate workflows
• Build custom integrations
• Headless commerce setups

See API Documentation for details.

Modules

How do I install a module?

Super easy - just ask the AI:

You: "Add reviews to my store" AI: Deploys the Reviews module, installs widget, configures settings.

See Module Deployment Guide for step-by-step instructions.

Can I customize how modules look?

Yes! All modules are customizable:

• Colors and fonts
• Widget position
• Text and copy
• Behavior and triggers

Ask the AI: "Change the reviews widget to match my brand colors"

What if a module conflicts with my theme?

Rare, but can happen:

1. Auto-fix: AI attempts automatic resolution
2. Manual code: AI provides code snippet to add manually
3. Support: Contact support for custom integration

Most themes work perfectly without any adjustment.

Can I pause a module temporarily?

Yes! Pause modules without removing them:

• Settings → Modules → Pause [module]
• Or ask AI: "Pause the popups module"

Paused modules:

• Stop displaying to customers
• Keep all data and settings
• Resume anytime

How do I remove a module?

Ask the AI: "Remove the [module name] module"

What happens:

• Widget removed from theme
• Customer-facing features stop
• Data retained for 30 days
• Settings preserved (can reinstall)

Warning: Removing modules like Reviews deletes collected reviews after 30 days.

Billing & Payment

What payment methods do you accept?

Where you pay depends on how you connected.

• Shopify merchants are billed through Shopify's own billing system, using the payment method on your Shopify account. The charge appears on your Shopify invoice.
• Everyone else — WooCommerce, Magento, PrestaShop, BigCommerce, or an account with no store connected — is billed by Stripe. The hosted Stripe checkout page shows exactly which methods are available in your country; credit and debit cards are accepted everywhere.

When am I charged?

Recurring charges:

• Billed monthly or annually (depending on plan)
• Charged at beginning of billing cycle
• Pro-rated for mid-cycle plan changes

AI credits:

• Included in your subscription, not billed as a separate line
• Deducted from your allowance as each action completes
• Failed actions are never billed
• There is no automatic overage charge. When your allowance runs out, AI actions are refused until you buy a top-up or move to a larger plan — your bill never grows on its own

Can I change plans mid-cycle?

Yes! Change plans anytime:

• Upgrade: Immediate access, pro-rated charge
• Downgrade: Takes effect next billing cycle
• No fees: No charge for changing plans

What if my payment fails?

Grace period: 7 days to update payment method

If not updated:

• Day 1-3: Email reminders
• Day 4-7: Features limited (widgets still work)
• Day 8+: Account suspended

Reactivation: Update payment method, full access restored.

Do you offer refunds?

There is no money-back guarantee and no standing refund window. Subscription fees and credit top-ups are not automatically refundable.

What limits your risk instead:

• Signing up is free and needs no card, so you can connect a store and open every app before you pay anything
• Failed actions are never billed
• Nothing is ever charged automatically beyond your subscription — see When am I charged?
• You can cancel at any time, effective at the end of the period you have paid for

If you think a charge was wrong, email support@synton.ai and we will look at it case by case.

Support & Help

How do I get help?

Multiple options:

1. Ask the AI - Usually the fastest! (⌘ /)
2. Documentation - Comprehensive guides (you're reading one!)
3. Email support - support@synton.ai (24h response time)
4. Live chat - Available on synton.ai (Mon-Fri 9 AM-6 PM ET)
5. Community - community.synton.ai

What's your support response time?

Email support:

• No plan yet: 48 hours
• Growth: 48 hours
• Professional: 24 hours
• Business: 12 hours
• Enterprise: 4 hours (priority support)

Live chat: Immediate during business hours (Mon-Fri 9 AM-6 PM ET)

Do you offer onboarding help?

Yes!

• All plans: Email onboarding series, video tutorials
• Professional: 30-minute onboarding call available
• Business & Enterprise: Expanded onboarding and team enablement
• Enterprise: Dedicated onboarding specialist + custom setup

Can you help me migrate from another app?

Yes! We offer migration assistance:

• Without a plan: Self-service migration guides
• Paid plans: Migration support via email/chat
• Enterprise: White-glove migration service

We can migrate:

• Reviews (from Yotpo, Judge.me, Loox, etc.)
• Loyalty points (from Smile.io, LoyaltyLion, etc.)
• Customer data
• Historical analytics

Contact support@synton.ai to discuss.

Comparisons

Synton AI vs. Klaviyo?

Different tools:

• Synton AI: All-in-one AI platform (store management, modules, analytics, ads)
• Klaviyo: Email marketing specialist

Use together! Synton AI integrates with Klaviyo:

• Send Synton insights to Klaviyo segments
• AI-generated email copy for Klaviyo campaigns
• Unified customer data

Synton AI vs. Shopify Magic?

Shopify Magic (built into Shopify):

• AI product descriptions
• Basic email copy
• Simple image editing

Synton AI (much more powerful):

• Full store management via AI
• 100+ automated agents
• 9+ modules (reviews, loyalty, chatbot, etc.)
• Advanced analytics and insights
• Competitor intelligence
• Meta Ads optimization

Synton AI is 100x more capable than Shopify Magic.

Synton AI vs. hiring an agency?

Agency:

• Cost: $2,000-10,000/month
• Human expertise
• Slower turnaround
• Limited hours

Synton AI:

• Cost: $79-249/month
• AI + automation
• Instant responses
• 24/7 availability

Best of both: Use Synton AI for day-to-day, hire agency for strategy/creative.

Synton AI vs. multiple apps?

Without Synton AI (typical stack):

• Reviews app: $15-50/mo
• Loyalty app: $50-200/mo
• Upsells app: $20-80/mo
• Popup app: $15-30/mo
• SEO app: $30-100/mo
• Analytics tool: $50-200/mo
• Total: $180-660/month + complexity

With Synton AI:

• All modules included: $79-249/mo
• Unified interface
• AI management
• Savings: $100-400/month + much easier

Troubleshooting

The AI isn't responding

Quick fixes:

1. Refresh the page (⌘ R)
2. Check internet connection
3. Clear browser cache
4. Try incognito mode
5. Check status.synton.ai for outages

If still not working, contact support.

A module isn't showing on my store

Common causes:

1. Not published: Ask AI: "Publish the [module] widget"
2. Wrong page: Check module display rules
3. Theme conflict: Some themes need manual code
4. Cache: Clear browser cache, wait 5 minutes
5. Paused: Check if module is paused

See Troubleshooting Guide for detailed fixes.

I'm getting charged more than expected

Check:

1. Usage charges (AI credits beyond plan)
2. Extra modules (+$5-10/month each)
3. Multiple store installations
4. Plan upgrade mid-cycle (pro-rated)

View detailed breakdown: Settings → Billing → Usage

Contact support@synton.ai if charges are incorrect.

Can't find a feature

Try:

1. Search: ⌘ K (quick search)
2. Ask AI: "How do I [do thing]?"
3. Check docs: Comprehensive guides
4. Command palette: ⌘ ⇧ P (all actions)

My question isn't here

Get help:

1. Ask the AI directly - Open chat (⌘ /) and ask your question
2. Search docs - Use search bar at top of any docs page
3. Contact support - support@synton.ai or live chat
4. Community forum - community.synton.ai

Still Have Questions?

We're here to help!

• AI Chat: Press ⌘ / and ask anything
• Email: support@synton.ai
• Live Chat: synton.ai (bottom-right corner)
• Documentation: docs.synton.ai
• Status: status.synton.ai (system status)

Response time: Most questions answered within 24 hours (often much faster!)