Most AI support chatbots are optimized for one thing: always having an answer. For a Shopify app, that’s exactly the wrong instinct. A confidently wrong answer about a setting, a plan, or a billing question doesn’t deflect a ticket, it creates one, and sometimes a one-star review along with it.

So we built Cove AI the other way around. It answers from your knowledge and only your knowledge, it tells you where each answer came from, and when it isn’t sure, it hands off to a human instead of guessing.

Grounded in your docs, by design

Cove AI trains on four sources you control:

Help-center articles - one click embeds your existing published articles, no manual setup.
A website crawl - point it at a docs or help site and it learns from the pages.
Uploaded files - drop in manuals or FAQs (TXT, MD, CSV).
Hand-written Q&A - exact answers to common questions, grouped by topic.

Under the hood, every question runs through hybrid retrieval (semantic search plus keyword search) and a cross-encoder reranker that picks the passages most relevant to what was actually asked. Cove AI answers from those passages and cites them back to the customer. If the answer isn’t in your sources, it won’t invent a price, a policy, or a step. No hallucinated answers under your brand.

It knows when to stop

A confidence threshold decides when Cove AI answers versus when it escalates. Below the line, it abstains and routes the conversation to your team, with a warm, context-specific handoff line so the customer gets a real transfer, not a cold dead end. You can also fence off topics it must always send to a human, billing disputes, cancellations, anything legal, and Cove AI never touches them.

Customer messages are treated as untrusted input, so attempts to jailbreak the agent or extract its instructions get politely declined.

Start in Suggest. Graduate to Auto.

You don’t have to trust an AI agent on day one. Cove AI starts in Suggest mode: it drafts replies your agents approve, edit, or reject in one click. The analytics track how often your team accepts those drafts, and tell you when the acceptance rate is high enough that Cove AI is ready to run on its own.

When it is, you have options:

Auto - Cove AI replies to customers directly.
Auto when offline - it only replies off-hours, covering nights and weekends while your team owns the day.
Hybrid - suggest while you’re online, auto when you’re not.

It graduates at the pace your team actually trusts it.

Plan-aware, because you build the app

This is the part generic chatbots can’t do. Connect your Shopify Partner account and Cove AI answers with each customer’s billing reality in mind: whether they’re on a free install or paying, their MRR, and whether they’re Shopify Plus. So when a free-install merchant asks about a paid feature, Cove AI is honest that it’s a paid feature instead of pretending it doesn’t exist, and it can nudge an upgrade when you want it to. It only ever cites prices and links that appear in your own sources.

See what it deflects, and what it’s missing

Cove AI ships with its own analytics: deflection rate, conversations handled, CSAT, and cost over time. And Knowledge Gaps clusters the recurring questions Cove AI couldn’t answer, so instead of guessing, you know exactly which Q&A or article to add next to deflect more.

Simple, usage-based pricing

Cove AI is an add-on you can switch on for any plan, priced at $0.20 per resolved conversation. You pay when it actually does the work, not per seat, and the in-product cost tracking means you’re never surprised by a bill.

See how Cove AI works →

Meet Cove AI: a support agent that answers from your docs, not its imagination