FAQ
Questions about Pooch, answered
If something you need to know is not here, ask before you commit — we would rather tell you than have you find out after installing.
Does Pooch work with every Shopify store?
Pooch is built for Shopify merchants with product catalogues, customer questions and support workflows. It helps shoppers search products, compare options and understand store policies.
Do I have to write the answers myself?
No. Pooch builds its knowledge base automatically from your product descriptions, collections and pages, and keeps it in sync as your catalogue changes — so there is no separate content to write or maintain.
Can Pooch automatically sync my Shopify products?
Yes. Pooch is built around Shopify product data — titles, descriptions, variants, tags, pricing, availability and product URLs — and synchronises in real time as products are added or modified.
What does Pooch cost?
Free covers 100 messages a month. Pro is $29 a month for 1,000 messages, and Business is $99 a month for 5,000. Messages are the only thing metered — there is no separate AI charge and no per-seat fee.
How am I billed?
All charges are billed in USD through Shopify. Recurring and usage-based charges are billed every 30 days.
How does human handover work?
When a shopper needs your team, Pooch can pass the conversation context, the product URL and the last unanswered question to a human agent, so the person picking it up is not starting from nothing.
Can I control how Pooch responds?
Pooch answers from your approved store, catalogue and support content, which is what keeps responses aligned with your policies and brand. If you need specific controls beyond that, ask us before you commit — we would rather tell you than have you find out.
Does Pooch answer outside business hours?
Yes. Answering is automated, so shoppers get a response at whatever hour they ask — which is when a good share of browsing happens.
How does Pooch compare to other Shopify chat apps?
Every app in this category meters something different — messages, conversations, visitors, resolutions or catalogue size — which makes them hard to compare directly. We publish honest side-by-side comparisons, including where the other product is the better choice.