Shopify app support
Setup and troubleshooting
Install the theme app extension, connect the correct Zens site, and verify a real storefront conversation. We aim to answer app support requests within two business days.
.myshopify.com domain, public storefront URL, Zens Site ID, active theme name, and exact error. Never send passwords, signing secrets, customer addresses, or payment data.Install and activate
- In Zens, create a site with the public Shopify storefront URL and copy its Site ID.
- Install Zens AI Customer Support from Shopify.
- In the embedded Zens AI setup page, paste the Site ID and choose Save connection.
- 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. Confirm it appears in the Zens inbox.
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 re-save the Site ID in the embedded Zens AI setup page.
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 Site ID remains connected to 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. Existing Zens sites and conversations remain available until an authorized user deletes them in Zens or requests deletion. Read the Shopify privacy notice for the full data boundary.