Shopify app support
Setup and troubleshooting
Open the app to prepare this store’s support agent, activate the theme embed, and verify a real storefront conversation. We aim to answer app support requests within two business days.
.myshopify.com domain, public storefront URL, active theme name, and exact error. Never send passwords, signing secrets, customer addresses, or payment data.Install and activate
- Install Zens AI Customer Support from Shopify.
- Open the app in Shopify Admin. It prepares a separate support site and AI agent for this store automatically.
- Choose Activate in theme, enable Zens AI customer support, review the optional context settings, and save the theme.
- Visit a public product page in a private window and send a test message and confirm the AI replies.
Common fixes
The launcher does not appear
Confirm the app embed is enabled on the currently published theme, not only a draft theme. Check that Show the floating chat launcher is enabled, then reopen the Zens app in Shopify Admin.
Zens says the site is still pending
Open the public storefront, not the theme editor, and wait a few seconds. The Zens site domain must match the domain visitors actually use. Clear storefront and CDN caches before testing again.
Product context is missing
Test on a product or collection page and enable Share public product context in the app embed. Context appears after a page event or message reaches Zens; private Shopify Admin data is not part of this release.
The widget is hidden behind another element
Send the storefront URL, theme name, desktop screenshot, and 390 px screenshot to support. Avoid editing generated app-extension files in the theme because Shopify replaces them on app updates.
A new theme was published
App embeds are enabled per theme. Open the newly published theme in the editor, enable Zens AI customer support, save, and repeat the storefront message test. The store connection remains with the app installation.
Disable or uninstall
Disable the app embed to stop loading Zens without uninstalling. Removing the app causes Shopify to remove its theme extension. Uninstalling initiates deletion of the linked Zens site and its conversations, subject to legal retention duties. Read the Shopify privacy notice for the full data boundary.