FAQ
Questions about Pooch, answered
If something you need to know is not here, ask us 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 from your product descriptions, collections and pages, and syncs store content so you do not have to maintain a separate answer library.
Can Pooch automatically sync my Shopify products?
Yes. Pooch uses Shopify product data — including titles, descriptions, variants, tags, pricing, availability and product URLs — and syncs product changes. Sync timing can vary by update.
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 WhatsApp support work?
When WhatsApp support is configured, a shopper can open a WhatsApp message that can include their latest question and current page URL when available. The shopper chooses whether to send it.
Can I control how Pooch responds?
Pooch uses your store, catalogue and support content to answer questions. If you need to confirm a specific response control, contact us before installing.
Does Pooch answer outside business hours?
Pooch is designed to answer questions outside your team’s business hours, so shoppers can get help while your team is away.
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.