Help
Support
Stuck, found a bug, or want something the app does not do yet? Email us. A real person reads every message.
We reply within two business days, usually faster. We are based in Sweden, so expect answers during European daytime.
To help us answer quickly, include your store's myshopify.com domain, what you expected, what happened instead, and a screenshot if you have one.
Open the appFrequently asked questions
How do I add the FAQ block to my theme?
Open your theme in Shopify's theme editor, pick the template you want (a product page, a page, or the footer), click Add block, and choose Diaglee FAQ. Then select which FAQ list the block should show. The block works with any Online Store 2.0 theme.
Where do I write the questions and answers?
Inside Shopify admin, open Apps and then Diaglee. Create an FAQ list, add items, and attach the list to products or pick it in the theme block. Content is stored in your own store as metaobjects, so it stays yours.
What does the ask box answer from?
Only from what is on the page: your FAQ items, your shipping and refund policies, your store description, and the product's details if the block sits on a product page. Questions about anything else are turned away with a short message pointing the shopper to the listed questions or to contacting you.
Why do the answers say they are paused?
The store has reached its monthly limit of AI questions, or its approved overage cap. The listed FAQ items keep working. Open the app's Plans page to see usage, move to a bigger plan, or raise the cap. Limits reset on the first day of each month.
What counts towards my plan limit?
Only questions shoppers actually submit from your live storefront. Suggestions shown while someone is still typing, and tests you run in the theme editor, are free.
How does billing work?
Everything is charged through Shopify and appears on your Shopify invoice. Paid plans are billed every 30 days, plus a per-question charge for questions above your included amount, never exceeding the cap you approved. New stores get a 7-day trial. See the terms for the full plan table.
How do I cancel?
Switch to the free plan inside the app, or uninstall Diaglee from Shopify admin. Uninstalling stops all charges and deletes your stored questions and analytics right away. Your FAQ content stays in your store.
Can I translate my FAQs?
Yes. FAQ items are Shopify metaobjects, so you can translate them with Shopify's translation tools. The block shows the translation matching the storefront language, and AI answers are written in that language too.
What shopper data does the block collect?
The question text, the page it was asked on, and the storefront language and market. No cookies, no IP addresses, no customer accounts. The privacy policy has the full list.
Can I get my data deleted?
Uninstalling the app deletes it. For anything else, email [email protected] from the email on your Shopify account.
Report a problem
If the ask box shows an error on your storefront, first check the app's Plans page in Shopify admin to see whether answers are paused. If they are not, email us with your store domain and the time the error happened, and we will check our logs.
For security issues, email [email protected] with "Security" in the subject line and we will respond with priority.