October 2026
Aide Chat install you can see working
. Installing Aide Chat on your website now confirms itself: the Installation tab says "Seen on acme.com" as soon as the code loads on a page, instead of waiting for a visitor to open a chat. If Aide Chat is ever blocked on one of your sites, Aide tells you and lets you allow it in one click.
Sign-up remembers what you came for
. When you pick a plan or a helpdesk on aide.app and then sign up, Aide keeps that choice. Setup starts with your helpdesk already ticked, and if you chose a paid plan, setup ends by offering that plan's 7-day trial instead of dropping you on Free.
Emails that help you get set up, and one-click unsubscribe
. A new workspace now hears from Aide at the moments that matter while it's getting set up: a welcome with the one next step for what you told us you want Aide for, a nudge if nothing is connected after a day, a heads-up when a website import fails or when Aide Chat is live with AI replies off, and a Monday summary of the week. Every one of them can be turned off in one click, from the email or from your mail app's own "Unsubscribe" button.
See the conversations a scenario ran on
. The inbox can now list the conversations a scenario ran on. Picking a scenario in the inbox's Scenario filter, or opening a scenario's conversations from the scenario editor, used to show "Could not load conversations"; it now shows the list.
Home shows your next step and when you're live
. Home now shows one setup checklist for the way you use Aide, instead of a grid of suggestions. It shows how far you've got ("2 of 5 done"), opens the one step to do next with its button, and ticks each step off by itself when Aide sees it done. Once Aide answers its first customer or drafts its first reply, Home says "You're live" and links you to it.
Guided setup for Zendesk, Front and Gorgias
. Zendesk and Front now get the same guided setup page as Gorgias, and all three end by showing your first draft as it happens: the page waits for a ticket to reach Aide, says when it arrived, and links you to the draft in your helpdesk. You no longer connect a helpdesk and wonder whether anything is working.
Clearer trials: reminders before you're charged
. Aide now tells you, in the app and by email, when your trial ends, what Aide did during it, and what happens next, so the first charge is never a surprise. Plans given by Aide say when they end and let you choose a plan to continue.
Clearer first-run screens and a preview on every screen size
. Every screen a new account opens now says what to do next and links to it, instead of an empty page or a page of zeros. Trying your AI agent works on a laptop too: the preview opens from a Preview button, and it says what the agent is answering from.
Aide tells you when it starts working
. The first time Aide answers one of your customers, or drafts a reply in your helpdesk, you hear about it: an email to the workspace's owners and admins, and a card on Home that links straight to the conversation or the helpdesk ticket. Setup guidance also stops being fooled by your own tests, and the email channel only says "Live" when email is really reaching Aide.
Connect Aide to Claude and ChatGPT
. Your team can now add Aide to Claude and ChatGPT as a connector and sign in with their Aide account, no API key to copy. From a chat, they can search your knowledge, look up a customer's orders, read and reply to conversations, update them, and refund, cancel or approve order changes, all as themselves and within what their role allows in Aide.
Re-import your website, add pages from a URL and skip the pages you don't need
. Website knowledge now says what it does: a website source has a Re-import button instead of an "Auto-sync" badge that suggested it updated by itself. You can add the pages under any address of your site, exclude whole sections such as a glossary, and imports read up to 300 pages, share them fairly between the sections of your site and find pages through its sitemap.
Start free and have your AI agent answering in minutes
. Signing up for Aide now takes three short steps and starts you on the Free plan, with no card. Aide Chat comes connected to your AI agent, so turning the agent on is all it takes for it to answer on your website, and Home walks you through the few steps left until it is live.
Your inbox is ready as soon as Aide Chat is
. Workspaces that only use Aide Chat now see their inbox, Topics and Scenarios straight away, with a pointer to install the widget, instead of a "connect a ticket source" wall that asked for a helpdesk they don't have.
Every customer message Aide writes for counts as one AI reply, handoffs included
. Your AI reply count now includes every customer message Aide wrote a reply or a draft for, sent or not, handed off or not. A handoff that carries Aide's draft for your team used to be left out of the count, though your team got a ready reply; it now counts like any other draft. Each customer message counts once.
Aide finds answers worded differently from the question
. When a customer's words don't match your pages, Aide now searches again in your pages' terms before it says it doesn't know. A visitor asking for "case studies" gets your "Customer stories" page instead of "I don't have any".
When the AI service is down, conversations reach your team in seconds
. If the AI service behind Aide's replies is down or overloaded, Aide now notices within a few failed requests and hands new conversations to your team at once, instead of making each customer wait minutes while it retries. When the service recovers, AI replies resume on their own.
Easier-to-read help articles in the chat widget
. Help articles opened in the chat widget now read like a help centre page: compact headings, clear spacing between paragraphs and lists, and a plain "Updated 2 days ago" in the shopper's language instead of a raw date. The widget's menu also drops two items that didn't do anything yet.
Aide Chat locks itself to your website
. Your Aide Chat key is visible in your page source, so anyone could copy it onto their own site and spend your AI replies or fill your inbox. Aide Chat now locks itself to the first website it appears on, with nothing to set up, and the Installation tab shows which sites can show it.
Knowledge gaps, checked against your help center before you see them
. Every week Aide lists the questions your customers ask that your team answers but your knowledge doesn't: what's missing, what an article says that your team no longer does, and what is written in a draft nobody published. Each gap is checked against your whole knowledge base before it is proposed, and comes with the text to paste and the article to put it in, instead of a list of "low confidence" conversations for someone to read through.
The dashboard is at my.aide.app
. The Aide dashboard now lives at my.aide.app, the address you've always used. Links to v7.aide.app keep working and take you to the same page.
Always draft: a ready reply on every helpdesk conversation
. Helpdesk inboxes where Aide only drafts can now get a draft on every customer message. When your team answers every conversation itself, Aide no longer stops at a handoff note: it writes the best reply it can, and your teammate edits and sends it.
Your Aide AI Agent starts out writing like your team
. When a new account connects a helpdesk that already holds conversations, Aide reads how the team has been answering customers and writes the agent's style guide from it: what the business is, how replies sound and close, and how long they run. The agent is ready to review and deploy without anyone writing instructions from scratch.
Aide drafts from your Gorgias macros
. Aide learns which of your Gorgias macros your team uses for which situations and drafts its replies from them, so a draft says what your team would have sent, in your words. There is nothing to set up: no macro to map to a topic, no rules to write.
Reply to Gorgias, Front and Zendesk tickets from Aide
. Replies and notes you write in Aide on a Gorgias, Front or Zendesk ticket now go to that helpdesk, with their files, and show there under your own name. Before, they were saved in Aide only.
Replies and drafts find the right help-center articles in long email threads
. Aide now looks up your help center and knowledge using what the customer is asking right now, not the whole back-and-forth. In long email threads, replies and drafts pick up the right article (returns and exchanges, shipping, sizing) far more reliably, and your privacy policy, terms and blog posts no longer crowd out the articles that answer the question.
Help center imports keep clean titles and no longer miss articles
. Articles imported from a Gorgias help center now keep the title you gave them, without the "Updated 20 days ago" note Gorgias shows under it. And an article whose page is briefly slow or unavailable during an import is tried again instead of being left out.
See every photo and file in your conversations
. Photos and files customers send now show in Aide's conversation view on every channel: email, chat, Messenger, Instagram, WhatsApp, Gorgias, Front and Zendesk. Photos appear as thumbnails you can open full size, and files a helpdesk keeps stay in that helpdesk: Aide shows them without copying them.
Aide sees the photos customers send
. When a customer attaches photos in Gorgias (a foot on a sizing device, boots on, a damaged item), Aide now looks at them while it drafts. A fit or condition question gets an answer about what the photos show, judged by your sizing and care guidance, instead of a draft saying it couldn't see them or asking the customer to send them again.
Website imports skip your store's product pages
. When your Shopify store is connected, importing your website now brings in the pages that explain your business (your story, policies, guides, blog posts) and skips the product, collection, cart and account pages. Your products already come from Shopify, kept up to date with price, stock and variants, so a scraped copy of each product page only repeated them with whatever price it had on the day of the import.
Set up Aide for Gorgias on your own
. A new Gorgias store can go from sign-up to Aide's drafts in Gorgias in a few minutes, without talking to us: one setup page takes you through the Pro trial, connecting Gorgias, teaching Aide your store and choosing where drafts appear. Aide drafts, your team reviews; nothing is sent to customers.
Aide reads the products your articles name
. When an article Aide answers from names one of your store's products, Aide now reads that product's page too, so its reply can give the product's current stock, sizes and price. An article that says a style is discontinued and suggests two others is enough for Aide to tell the customer which sizes of those two are in stock, without a separate search for each.
Drafts leave blanks for your team to fill in
. When Aide writes a draft for your team to send, instead of a reply it sends itself, it now writes the reply as it should go out and leaves a short blank in square brackets wherever a fact is missing, such as "Your order ships on [ship date]." It no longer tells the customer what it doesn't know or offers to pass them to the team, since the person sending the draft is the team.
Drafts for the conversations Aide hands off
. In a helpdesk inbox where Aide drafts instead of sending, a conversation Aide hands to your team can now still come with the reply Aide wrote. Turn on Draft on handoff and, when Aide hands off because it wasn't sure enough to stand behind its reply, your team gets that reply as a draft to review, right above the handoff summary, instead of starting from a blank reply.
One clear note when a workspace reaches its daily AI usage limit
. When a workspace reaches its daily AI usage limit, Aide now says so once, in plain words, instead of posting "Aide could not produce a reliable answer" on every new customer message. Your team knows why there's no reply or draft, and when AI replies come back.
A faster inbox that stays fast as your volume grows
. The inbox loads conversations as you scroll, shows every view's count from one quick request, and updates conversations in place as they change, instead of reloading every list each time one moves. It stays just as quick with hundreds of teammates online and hundreds of thousands of conversations.
Aide's topics in your helpdesk, as tags or a ticket field
. Aide writes the topic it classifies each customer message under back to the ticket in Zendesk, Gorgias or Front, so your views, reports and rules can use it. Choose a tag, a ticket field, or both, per inbox or for the whole connection.
Scenarios can tag the Shopify order
. A scenario can now add a tag to the customer's Shopify order, such as "Do not import" so your fulfilment app skips an order the customer asked to hold. Pick Tag the Shopify order in the scenario's actions and type the tag.
Run a scenario on the conversations already waiting
. A new or changed scenario no longer has to wait for the next customer message: "Run on existing conversations" applies it to open conversations you pick, and shows how many match and what will be skipped before anything changes.
Aide answers with your business information
. Aide now reads the business information you save under Knowledge (phone numbers, email addresses, your website, social profiles, apps, and the note on each) when it writes a reply. A customer who asks for your phone number or your Instagram gets it exactly as you saved it, instead of a reply that has nothing to go on.
Aide's draft, one click from the Gorgias reply box
. Every Gorgias ticket now has an Aide card in the sidebar with Aide's draft, the topic and the customer's orders, and an "Aide: insert draft" macro that puts the draft in your reply box to edit and send. No more copying a draft out of an internal note.
Aide works in your Zendesk
. Connect Zendesk and Aide reads every brand's tickets, drafts its answers as internal notes for your team, and answers email tickets itself once you take a brand live. Your ticket fields and macros come with it: scenarios read and fill your Zendesk fields and run your Zendesk macros.
Star the articles Aide should prefer
. You can now star a knowledge document to tell Aide it is a preferred answer. When a starred article, help center page or macro is one of the matches for a customer's question, Aide ranks it higher, so your best article on a topic wins over an older or thinner page that says something similar.
Aide works in your Gorgias helpdesk
. Connect Gorgias and Aide reads every chat, email and messaging integration, answers live chat and email itself once you take an inbox live, and leaves internal notes for your team everywhere else. It steps aside when a person or Gorgias's own AI Agent has the ticket.
Answer your Gmail support inbox in Aide
. Sign in with Google and Aide reads your support inbox directly, with no forwarding to set up. Customer mail becomes conversations as it arrives, and replies from your team and from Aide go out from your own Gmail address, in the customer's thread, and show up in its Sent folder.
Answer only from the sources you pick
. A scenario can now tell Aide which knowledge to answer from. Add "Answer only from these sources" to a scenario, pick one or more knowledge sources, and when the scenario matches a conversation Aide looks for its answer only in those sources. One store's questions can be answered from that brand's help center, a wholesale inbox from the wholesale guide, without the other sources getting in the way.
The Aide panel in Zendesk and Front
. Agents see Aide's work beside the ticket they have open, in the Zendesk ticket sidebar and in Front: Aide's draft reply or a suggested reply, the ticket's topics and the macros that fit. One click puts the draft in the reply box, and nothing is ever sent or overwritten without the agent. The new panel replaces the previous Aide panel in both helpdesks.
Use Aide's tools from any AI agent with the Aide MCP server
. Aide now runs an MCP server, so AI agents and assistants that speak the Model Context Protocol can use Aide directly: search your knowledge base, look up a customer's Shopify orders, read your support analytics and, signed in as a teammate, read conversations, add internal notes and refund or cancel orders. Every tool is a call to the Aide API, with the same permissions, approval rules and limits.
Sender rules: automated mail, forms and transcripts
. Aide now sorts every incoming email and helpdesk message by who sent it before anyone works on it. Receipts, newsletters and other automated mail are filed out of the queue, contact forms are opened for the customer they carry, and your own rules decide the rest. Senders replaces the Spam and blocked settings. Every filed message says why in the inbox, and one click puts it right.
One AI agent can answer chat, email and your helpdesk
. An agent is no longer set up for chat or for email. A new "Where it answers" tab on the agent's page lists your website chat, your support addresses and your helpdesk inboxes, each with its own switch, so one agent can answer all of them with the same knowledge, tools and handoff rules.
Aide works in your Front inboxes
. Connect Front and Aide reads every shared inbox, writes its replies as Front drafts for your team, and answers email itself once you take it live. Its drafts keep themselves up to date as the customer writes again, and never overwrite a teammate who has started editing one.
Chat widget text and languages
. The widget's text settings now cover every word the widget shows: the home screen, the menu, the conversation, product and order cards, the satisfaction survey, help articles and proactive messages. Before, only the launcher, a few titles, and the email and details prompts could be changed. The widget also picks a language for each shopper, offers a language menu when the workspace has more than one language on, and formats dates, numbers and prices for that language. The lines that tell shoppers they are talking to an AI stay exactly as Aide writes them.
See the topic and sources behind every message
. The inbox now shows what Aide already worked out about each conversation: the topic of each customer message, the articles Aide answered from, and when Aide is writing a reply. Chats your team handles are tagged with a topic too, so topic scenarios, routing and reports cover them. When no topic fits a message, Aide suggests one right on the message, so you can build your topics as conversations come in instead of writing them up front.
"Talk to a person" always reaches your team, and Aide always says it's an AI
. Choosing "Talk to a person" in the chat widget now hands the conversation to your team straight away, without the AI answering first. And when a shopper asks whether they're talking to a person or a bot, Aide answers with a fixed, truthful line that no setting or instruction can change.
Returns, started in Shopify by Aide and your team, or in your returns portal
. Aide can now start a return in Shopify for a verified shopper who asks, and teammates can start one from the conversation's order. Stores that run returns in Loop, AfterShip or another returns portal can have Aide send shoppers a "Start your return" button that opens the portal on their order. Returns are off for Aide until you turn them on, because every store's return policy is different.
Aide tells customers what it can't answer and offers your team
. When Aide doesn't have the answer to a reasonable question, it now says so and offers to bring in your team, instead of passing the conversation on without a word about why. Customers know what's going on and what happens next.
A written, measured quality bar for Aide's replies
. Aide's replies to order questions are now graded against a written definition of an acceptable reply, per type of request. Every reply a person confirms as unacceptable becomes a test case, and changes to how Aide replies are checked against those cases before they ship. No claim about answer accuracy is made until the bar has been met on enough real tickets to mean something.
SLA policies now run, and snoozed conversations wake up on time
. The SLA policies you set up in Settings now time every conversation they apply to: first response, next response and resolution each get a due time, your team is warned before a target is missed and alerted when it is, and the inbox shows where each conversation stands.
Shopify order data in reply templates
. Reply templates now fill in the customer's order details from your store, so a template like "Your order {{ order.name }} shipped with {{ order.tracking.carrier }}" arrives complete.
Shopify customer data requests and erasure, handled in full
. When a customer asks your store for their data, or to be forgotten, Aide now does its part automatically: it emails you their data, or deletes it.
Scenarios now run
. The scenarios you build now act on live chat and email conversations: when a conversation matches, Aide runs the scenario's actions and follows its instructions in its replies.
Routing rules and team auto-assignment now run
. The routing rules and team assignment methods you set up in Settings now act on live conversations: rules sort conversations as they arrive, and teams set to round robin or balanced hand each one to an available member.
Notification emails
. Your team now gets email for the notifications they choose, so a shopper asking for a person reaches someone even when the dashboard is closed.
Macros in the reply box
. Your team can now apply a macro while replying: its reply goes in the box ready to edit, and its other actions (close, priority, team, tags, internal note, subject) run when you send.
Handoff settings now shape every handoff
. The Handoff settings on your AI agent's page now decide what the customer sees when a person takes over, which reasons let Aide hand off, whether Aide can take a conversation back, and what happens outside business hours.
Follow up by email when a visitor leaves the chat
. The chat widget can now collect a visitor's email, and your team's replies reach them by email if they've left the chat. When they reply to that email, it lands back in the same conversation.
Dynamic AI field collection
. Helpdesks have always collected ticket details with forms: a pre-chat form before the customer can say anything, or fields an agent fills in by hand afterwards. Aide fills them from the conversation itself. It reads what the customer writes and records the order number, the reason for contacting you or anything else you define, without asking. It asks only for what's still missing, when the answer helps, and before passing a customer to your team it asks for anything they can't skip. Whatever is still missing at the handoff is asked in the chat, one question at a time. Your team sees every value in the conversation's sidebar and can correct it. The separate contact form is gone: everything it did now happens in the conversation.
Chat at checkout is support only
. Aide chat in Shopify checkout now behaves as a support channel only: it waits for the buyer to open it, never promotes products on its own, and fits inside Shopify's checkout chat limits. The chat on the thank-you page works as before.
Aide answers email
. Your AI agent can now answer the support email you forward to Aide, not just draft replies for your team. Switch your support address on for an agent, and customer emails get a complete, grounded reply from the same agent knowledge, order tools and handoff rules as chat.
See where the month is heading, and get warned before you run out
. Billing now projects how many AI replies you'll use by the end of the cycle, and owners and admins get an email at 80% and at 100% of the AI replies included in the plan.
Tidier sources under Aide's chat answers
. The sources under Aide's answers in the chat widget take less room: several sources fold into a single pill, and products already shown as cards are no longer listed as sources too.
One Copilot draft per customer message, shared by the whole team
. Copilot now writes one reply draft for each customer message and every teammate who opens the conversation sees that same draft. It counts once against your Copilot usage, however many people open the conversation. A new setting lets you have drafts written in the background, so they're ready before anyone opens the conversation.
Sign in and sign up with Google
. The login, sign-up and invite pages now have a "Continue with Google" button. One click signs you in with your Google account, with no password to remember.
A clearer conversation view: customer names, readable handoff notes, a slimmer details pane
. Chat messages now show who sent them, Aide's handoff note reads as labelled sections, and the details pane drops the controls the conversation header already has.
Aide chat in checkout and on the thank-you page
. Shoppers can now chat with Aide while they check out and right after they order, without leaving Shopify's checkout. Questions that stall a purchase get answered on the spot, and "where's my order?" can start from the order confirmation page.
Analytics that opens the conversations behind every number
. Every number in Analytics now opens the exact conversations it counts, and the list total matches the number on the report. Analytics also gains a Knowledge tab, satisfaction detail, handoff trends and CSV downloads. Topics Aide detects in chat now show up in the inbox and in Analytics.
Aide works out which order a shopper means
. When a signed-in shopper with several orders asks about "my order" without naming one, Aide now works out which orders the question can be about and leads with those, instead of listing every order they ever placed.
Ask Sidekick about your support
. Shopify's Sidekick can now answer questions about your Aide support without leaving the Shopify admin: how support is doing, what customers ask about, which chats are about an order or waiting on your team, and why a chat was handed off. You can also add or edit FAQ answers Aide uses, right from Sidekick.
Aide asks what a shopper needs instead of handing off
. When a shopper asks something open like "what do you recommend?", Aide now shows a few products and asks what they're after, instead of passing the chat to your team. When Aide can't get an answer right after two tries, it asks the shopper a short question rather than handing off.
Orders after a chat are credited to Aide, with the shopper's consent
. Aide now notices when a shopper chats and then buys, even if they didn't add the product from a chat card. It does this with a Shopify customer events pixel that respects the store's cookie banner, so it only runs for shoppers who accepted analytics.
Aide conversations on Shopify order and customer pages
. Your team can now see a customer's Aide conversations without leaving the Shopify admin. Order and customer pages show an "Aide conversations" block with the latest conversations about that order or customer, and one click opens any of them in Aide.
See when a Shopify store needs reconnecting
. When Shopify stops accepting Aide's access to a store, the Shopify integration page now marks that store and offers a one-click Reconnect. Until it is reconnected, Aide can't look up the store's orders or products.
See when a product was last updated in Shopify
. A product in Knowledge now shows when it was last changed in Shopify, so you can tell how current the product information Aide answers from is. Links to the product in your store and in Shopify admin now sit together at the top of the product.
Aide knows which product your shopper is looking at
. When a shopper chats from a product page, Aide now knows the product and the option they picked. "Does this come in blue?" or "is it in stock in a medium?" gets an answer about that product, without the shopper having to name it. Your team sees the same product in the inbox.
"Pairs well with" after an add to cart in chat
. When a shopper adds a product to their cart from one of Aide's product cards, Aide now shows a compact "Pairs well with" row of up to three products that go with it, each with its own add to cart. Shoppers can complete the look without leaving the conversation.
"Get help with this order" in Shopify customer accounts
. Shoppers can now start a chat about an order straight from their Shopify customer account. Aide opens on the store with that order already attached, so the shopper doesn't type an email or an order number, and Aide's first reply is about the right order.
Order and tracking cards in chat
. When a shopper asks about one of their orders, Aide can now show the answer as a card under its reply instead of spelling it out: a tracking card for "where is my order?", and an order card for what was in an order, what it cost and where it stands.
Choose what Aide suggests with each product
. Each product page in Aide now has a "Pairs well with" section. You can see every product Aide might suggest when a shopper asks what goes with this one, add your own picks, and hide automatic suggestions you don't want, so Aide only recommends add-ons you stand behind.
See your shopper's cart, live, in the conversation
. When a shopper chats from your Shopify store, your team now sees what's in their cart right now: products, options, quantities and the total. It updates as they add or remove items, without the shopper having to send another message, so you can help them check out instead of asking.
Connect Shopify from your Aide workspace
. You can now connect a Shopify store straight from the Aide dashboard by entering its address. The store joins the workspace you are signed in to, instead of a trip through the Shopify App Store that could set up a separate workspace.
Aide suggests what goes with the product, from your pairings and your customers' orders
. When a shopper chats from a product page and asks what goes with it, Aide now recommends the complementary products you set up in Shopify, shown as product cards they can add to their cart. It also learns what your customers often buy together from your store's own orders, and uses that when you haven't set enough pairings. Aide never makes up a pairing.
Aide knows which collection your shopper is browsing
. When a shopper chats from a collection page, Aide now knows the collection. "Which of these is best for beginners?" or "do you have one of these in a larger size?" gets an answer from the products in that collection, without the shopper having to name them. Your team sees the collection in the inbox.
See which orders came from a chat, right in the conversation
. When a shopper checks out with a cart they filled in an Aide chat, the order now shows a "Bought after this chat" badge in that conversation's Orders panel. You can see straight away that the conversation led to a sale, without opening Analytics.
Aide inside your Shopify admin
. Aide now opens inside the Shopify admin. Merchants can install it, get started, check how it's doing and change the settings they reach for most without leaving Shopify, and one click takes them into the full Aide dashboard already signed in, on the page they asked for.
See how many finished conversations Aide resolved on its own
. Analytics now charts, day by day, the conversations Aide resolved by itself against the ones a person had to finish. The headline shows Aide's share for the range and how it moved against the previous period, so you can watch automation grow over time.
Add to cart from the chat on your blog, help centre and other sites
. Product suggestions in the chat widget can now be added to a cart even when the widget runs somewhere other than your Shopify store, such as a blog, help centre or marketing site on another domain. Shoppers pick an option, add it, and check out in a new tab, instead of being sent to the product page first.
Aide chat on your Shopify storefront, installed as an app embed
. Aide's chat now installs on a Shopify store the way Shopify apps are meant to: switch on the Aide chat app embed in your theme editor and save. No code to paste, and Aide in your Shopify admin shows you whether it is on. Once it is live, shoppers can ask about your products and get answers that stick to what your catalogue actually offers (the colours, sizes and other options each product really has) and add the right option to their cart without leaving the chat.
Logged-in Shopify shoppers are recognised automatically
. On a Shopify store with the Aide chat embed, a shopper who is logged in to their store account is now identified in the chat without any verification step. Aide can look up their orders and act on them straight away, and their past conversations follow them across devices.
See the sales your Aide chats bring in
. Analytics now shows the Shopify orders and revenue that came from Aide's chat on your store. When a shopper adds a product to their cart from Aide's product cards and then checks out, the order is counted as a sale from Aide, so you can see what the chat earns as well as what it resolves.
Product recommendations as a carousel in chat
. When a shopper asks Aide for a recommendation, the products it suggests now appear in a swipeable carousel under its reply in the chat widget: photo, name, price and a short line on why each one fits what they asked. On your Shopify storefront, shoppers can add a product straight to their cart from the chat.
Refunded amounts and current totals on Shopify orders
. The conversation's Orders panel now shows each order's current total, after removed items and returns, and how much has been refunded. Refunds from Aide are capped at what can actually still be refunded, so a full refund works on an order that was already partly refunded, including to store credit.
Clearer order cards in the conversation panel
. Orders in the conversation panel are easier to scan: each one folds to a single summary row, items show product photos, and the actions you can take on an order sit right under it.
Needs a person shows everything Aide isn't handling, and the inbox stays live
. "Needs a person" now lists every open conversation Aide isn't handling, so emails and chats Aide never picked up land there alongside handoffs. New conversations appear in the list and the view counts the moment they arrive, without refreshing the page.
Send a free replacement from the conversation
. Teammates can now send a customer free replacements for items from one of their Shopify orders, straight from the conversation's Orders section. Aide creates a new order for those items at no charge, shipped to the original order's address, so the warehouse fulfils it like any other order.
See who an email reply goes to, and whether it was sent
. Email conversations now show who each message is from and who it went to, and the composer shows the address your reply will be sent from. Replies appear in the thread the moment you hit Send, and if one can't be delivered it's marked "Failed to send" with the reason.
Bring your support email into Aide
. Connect the address your customers already write to (like support@yourstore.com) by forwarding it to Aide. Every email becomes a conversation in your Aide inbox, customer replies stay in the same conversation, and your team answers from Aide without customers noticing a change of address once your domain is verified.
Copilot in the reply box
. The AI menu in the conversation reply box now works on every account with Copilot: draft a reply from the conversation and your knowledge base, rewrite what you've written, or summarise the conversation or the issue into an internal note. With "Draft on open" turned on, a draft is waiting in the reply box when a customer is waiting on you.
The chat shows what Aide is doing while it answers
. While Aide works on a reply, the chat widget now names the step it is actually on, such as "Looking through products", "Checking your order" or "Double-checking the answer", instead of always saying it is checking help articles. The working indicator is also new: a soft shimmer sweeps counter-clockwise round the tiles of the Aide mark.
API keys and signed webhooks
. Connect aide to your own tools. Owners and admins can now create API keys to call the aide API as the workspace, and add webhook endpoints that hear about new conversations, messages, status changes and order actions applied in your store as they happen. Both live under Settings > Developers.
Aide can cancel, refund and change orders in chat
. Aide now handles the most common order requests itself. Once a shopper proves the order is theirs, Aide can cancel it, refund it, change the shipping address, remove an item that hasn't shipped, or leave a note on it, when the shopper asks for it or says yes to Aide's offer.
Every shipment of a Shopify order, with what's in it
. When a Shopify order ships in more than one package, the conversation's Orders panel now lists each shipment with its own carrier, status and tracking link, and shows how many of each item have shipped. The AI sees the same detail, so it can tell a shopper which part of their order is on its way and which part is still to come.
Shopify orders in every conversation
. The conversation panel now shows the customer's Shopify profile and their recent orders, with items, totals, fulfilment status and tracking. Aide's chat replies can use the same orders when the customer's identity is verified.
Act on Shopify orders from the conversation
. Your team can now cancel, refund, edit the shipping address of, add a note to, or remove an unshipped item from a Shopify order without leaving the conversation. Large refunds from Agents wait for an Owner or Admin to approve them. You can also hold an order's fulfillment so the store doesn't ship it while you sort something out with the customer.
Real product pages and Shopify metafields
. Products synced from your store now show up in Knowledge as real product pages, with images, options, every variant, collections and the custom fields (metafields) you keep in Shopify: materials, care instructions, size charts, specs. Customer and order metafields show up next to the conversation, and Aide can use them when it answers a verified customer.
Aide is now an assignee
. Conversations Aide is answering are now assigned to Aide. They no longer show up under Unassigned, and the conversation list, thread header and details pane all show Aide as the assignee, so your team can see at a glance which conversations need a person.