Frequently Asked Questions

Cervito is an AI-powered shop assistant for Shopify merchants. It embeds a chat widget directly on your storefront, where it can recommend products, answer customer questions, compare items, offer discounts, and guide shoppers from discovery to purchase — all without any manual effort from your team.

Behind the scenes, Cervito learns from your product catalog, your brand style guidelines, and any coaching notes you add through the dashboard. The more context you give it, the better its recommendations become.

After signing up and connecting your Shopify store via OAuth, Cervito generates a small JavaScript snippet unique to your shop. You have two ways to install it:

1. Automatic (recommended): Go to Dashboard → Settings → Integration Health and click Install snippet. Cervito injects the script tag into your theme's theme.liquid directly via the Shopify Admin API.
2. Manual: Copy the snippet from the Settings page and paste it just before the </body> tag in your Shopify theme editor.

Once installed, the widget appears automatically on all pages. You can restrict it to specific page types (PDP only, collection pages, etc.) from the widget configuration panel.

No. Cervito uses Anthropic's Claude API for AI inference. Your customer conversations are not used to train Anthropic's models — Anthropic's API terms explicitly prohibit using API inputs and outputs as training data by default.

Your data (product catalog, conversation logs, contact CRM) lives in Cervito's database and is used solely to power your store's assistant. It is never shared with other merchants or third parties for training purposes.

For full details, see our Privacy Policy, the binding DPA at cervito.io/legal/dpa, and its technical annex at /docs/legal/dpa-addendum.

Cervito supports 44 languages including English, Spanish, French, German, Italian, Portuguese, Romanian, Arabic, Japanese, Chinese (Simplified and Traditional), Korean, Dutch, Polish, Russian, and more.

The widget auto-detects the visitor's browser language and responds in it — no configuration needed. You can also lock the widget to a specific language from the Settings panel if your store serves a single market.

RTL languages (Arabic, Hebrew) are fully supported, including right-to-left layout in the chat interface.

Yes, in several ways:

• Brand voice: Set a custom associate name, greeting message, and brand description in the widget settings. The AI will stay in character throughout every conversation.
• Coaching notes: On the Coaching page, you can rate individual AI responses with thumbs up or down, add a note explaining what you expected, and let the AI propose a guideline. Once you click Apply, that guideline is injected into every future conversation for your store.
• Style boards: On the Style Boards page, you can hand-pick product sets the AI should recommend together, overriding its automatic suggestions for specific tags or product combinations.
• Knowledge base: Upload PDFs, FAQs, or brand documents on the Train page to ground the AI in store-specific knowledge it can draw on when answering customer questions.

Every store starts on a 14-day free trial with full access to every feature. There is no card on file and nothing charges automatically when the trial ends.

After the trial we agree a price with you directly. There is no public price list because the right number depends on your catalogue size, traffic and how much of your support load you want the assistant to carry. We invoice in euro by bank transfer, monthly, quarterly or yearly, whichever suits your accounting.

To talk about pricing for your store, email [email protected] or send us a message from the Help menu inside your dashboard.

Yes. Cervito is designed to be compliant with the EU General Data Protection Regulation (GDPR) and the UK GDPR.

• Data Processing Agreement: The binding DPA is at cervito.io/legal/dpa; its technical annex (technical and organizational measures) is served at /docs/legal/dpa-addendum. Email [email protected] with your company name and store domain to receive a countersigned copy.
• Shopify mandatory webhooks: Cervito processes all three Shopify GDPR webhooks — customers/data_request, customers/redact, and shop/redact — within the required timelines.
• Data residency: All stored data sits in Railway's infrastructure in the EU — region europe-west4 (Netherlands). Traffic to app.cervito.io and crm.cervito.io reaches that origin through Cloudflare, which decrypts it at its edge and re-encrypts it onward; Cloudflare does not store your data, but its traffic metadata is processed in EU and US data centres. Two sub-processors are in the United States by design (Anthropic for chat, OpenAI for search and voice transcription). Sub-processors are listed at /docs/legal/sub-processors.
• Visitor anonymization: Widget visitors are identified by an anonymous session token. Personally identifiable information (email, name) is only collected if the visitor explicitly submits it through the optional email-capture flow.

For detailed information see our Privacy Policy.

The Cervito assistant does not have the ability to process refunds, issue credits, or modify orders. When a visitor raises a refund or return request, the AI is instructed to:

1. Acknowledge the request empathetically.
2. Explain that refunds are handled by the store team directly.
3. Offer to connect them with a human team member via the Live Chat handoff.

You can customize the exact wording via a coaching note — for example, if you have a specific returns portal URL you want the AI to share.

Yes. Cervito includes a Live Chat page where you can see all active sessions in real time. To take over a conversation:

1. Go to Dashboard → Live Chat.
2. Click on any active session to open it.
3. Click Take over. The AI pauses immediately and the visitor sees a message indicating they are now speaking with a human.
4. Type your replies in the message box. The visitor receives them in real time.
5. Click Return to AI when you want the assistant to resume.

Visitors can also request a human themselves by typing phrases like "talk to a person" or clicking the handoff button in the widget. You will receive an in-app notification and an audible alert when a visitor requests a human agent.

Give us 30 days' notice. Send a message from the Help menu inside your dashboard, or email [email protected] with the subject line "Cancellation request". Include your store domain so we can find your account.

During and after the notice period:

• Your widget keeps working until the notice period ends, then stops responding to visitors within 24 hours.
• You can remove the snippet from your store's theme at any time.
• Your data is retained for 30 days after the account closes, after which it is permanently deleted from our systems in accordance with our Privacy Policy.
• You may request an immediate data export before you leave, at no charge.

There is no cancellation fee. Invoices already issued for the notice period stand; anything paid beyond it is refunded pro rata. Mention it in your cancellation message and we will sort it out.