How to Set Up Fyncall on Your Shopify Store

To set up Fyncall on a Shopify store, install the Fyncall app from the Shopify App Store, let it sync your products, orders and customers, and switch on the web chat widget. Then connect WhatsApp, Instagram and email, upload your policies for the AI to read, and start each channel in Draft & Review so your team approves AI replies before customers see them.

This guide walks through each step in order, with what to check before you move on. It is written by the Fyncall team from our own help docs, checked on 14 November 2026. If a screen in the app looks different, the docs are the place to confirm the current layout.

What is Fyncall?

Fyncall is an AI helpdesk for Shopify stores, made by Builderson Group Limited. It puts WhatsApp, Instagram, email and web chat conversations into one inbox, and adds an AI agent for each channel that answers from your Shopify data and your own policies.

The free plan includes the shared inbox on all four channels, up to 2 team members, unlimited replies from your team and 25 AI messages a month. Pro is $34 a month, or $370 a year, with unlimited team members and 500 AI messages. An AI message is one reply the AI sends to a customer; replies from your team never count. See pricing for the full plan list.

What do you need before you start?

Have these ready before you install. Most of the setup time goes on the last item, not on the app itself.

If you are coming from another helpdesk, read our migration guide first. It covers running both tools side by side while you switch.

Step 1: Install Fyncall and connect your store

There are two ways to start, and both end with your store connected:

1. From the Shopify App Store: search for Fyncall on the Shopify App Store, click Install, review the permissions and approve them. This creates your Fyncall account and connects the store in one go.
2. From the Fyncall website: sign up at app.fyncall.com, then connect your store from the Stores menu by entering your myshopify.com address and approving the app in Shopify.

After signing in, fill in your company name, logo, timezone and business hours. The timezone and hours matter later, because reports, reply timers and business-hours rules use them.

Step 2: Check that your Shopify data has synced

Once the store is connected, Fyncall syncs your product catalogue, orders and customers, and registers Shopify webhooks so new orders, fulfilments and product changes arrive in real time. You do not need to set the webhooks up yourself.

Before you go further, spot-check three things:

• A recent order: open it and confirm the status, tracking number and shipping address match Shopify.
• A product with variants: check the price, stock and variants are right.
• A repeat customer: confirm their order count and past orders appear on one profile.

If something is missing, the Shopify integration docs list the usual causes: a product that is not published to a sales channel, an order outside the sync range, or a customer whose email does not match. The AI can only be as accurate as this data, so it is worth five minutes here.

Step 3: Turn on the web chat widget

The web chat widget is the quickest channel to get live, and it is free on every plan.

1. Open Web Widget in the sidebar and click Activate Widget.
2. Go to Embed Code. On Shopify you can add the widget to your theme straight from this screen, with no code to copy.
3. Make sure your store’s domain is on the allowed list. For security, the widget only loads on domains you have approved.
4. Use Widget Studio to match your brand colours, launcher and home screen.

Activating the widget also creates its AI agent, named Luna by default. Luna is paused whenever the widget is off. The Web Widget docs cover proactive messages, pre-chat forms and post-chat surveys. For what the widget can do on a store, see our page on the live chat widget for Shopify.

Step 4: Connect WhatsApp, Instagram and email

Each channel you connect creates its own AI agent, so you can give each one different rules. By default they are named Faye (WhatsApp), Sage (Instagram) and Echo (email), as the agent docs explain.

• WhatsApp: choose Meta’s WhatsApp Business Platform or Twilio and follow the connection wizard. Meta or Twilio bill their own message fees; Fyncall does not add a charge on top. The Meta setup guide walks through the Meta side. Our page on WhatsApp for Shopify explains the 24-hour window and message templates.
• Instagram: connect with your Instagram Business or Creator account through Facebook login. You need admin access to the account, and the account should be linked to a Facebook Page. Once connected, DMs, comments and story replies arrive in the inbox. Meta’s rules on automated replies are in our guide to Instagram DM automation rules.
• Email: connect Gmail or Outlook by signing in, or any other mailbox with SMTP and IMAP details. Email threads then sit in the same inbox as chats.

You do not have to connect everything on day one. Many stores start with web chat and one messaging channel, then add the rest once the AI’s answers look right.

Step 5: Give the AI your policies

The AI answers from two sources: your live Shopify data and the documents in your knowledge base. Shopify covers orders and products. Your documents cover everything else, such as return windows, shipping times, sizing and warranty terms.

1. Go to AI Agents → Knowledge Base and click Upload Document.
2. Upload PDF, DOC, DOCX, TXT or Markdown files of up to 10 MB each, and give each a clear name and category, such as Returns or Shipping.
3. Wait until each file shows Ready. Files still indexing cannot be used yet.
4. Use Test Knowledge Base to ask questions the way a customer would, and check the answer cites the right document.

Short, focused files work better than one long handbook. The free plan holds 5 knowledge base files and Pro has no limit. If you are not sure which questions to cover first, start with the ones in our list of Shopify FAQs to automate. The knowledge base docs have the details.

Step 6: Set the AI’s rules and personality

Each agent has three tabs worth setting before it replies to anyone:

• Agent Config: the agent’s name, as customers will see it, and its personality, written as plain instructions on tone and role. Click Save Changes when done.
• Guardrails: topics the AI must never discuss, words it must never use, rules it must always follow (for example, “never offer a discount”), the tone it must use and an optional length limit. In Tool Access Control you can switch off any action, such as changing a shipping address or cancelling an order, while keeping order lookups on. See the guardrails docs.
• Handover: when the AI should pass a conversation to a person, for example when the customer asks for one, seems frustrated, is a VIP or raises a sensitive topic. The person picks it up with a summary of what happened so far. Our post on AI agent handoff rules covers which triggers to use.

Guardrails, handover settings and Draft & Review are on every plan, including Free.

Step 7: Test, then go live one channel at a time

Click Test on an agent to chat with it in a sandbox before any customer sees it. Ask your ten most common questions, a few awkward ones and one that should hand over to a person. Check that order lookups pull the right order and that blocked topics are refused politely.

Then set each channel’s reply mode:

Finally, invite your team. The free plan includes 2 team members; Pro has no limit. Send a test message from your own phone or email to each connected channel and watch it arrive in the inbox.

What can Fyncall’s AI do once it is set up?

With Shopify connected, each AI agent can look up an order by number, email or phone and give its status, tracking and estimated delivery. It can search products and check stock, and it can update a shipping address or cancel an unshipped order once the customer confirms. It checks refund eligibility and status, but issuing a refund stays with your team. The AI support agent page shows these actions in more detail.

On Pro, AI Copilot also helps your team inside the inbox: it drafts replies, summarises long threads and looks up orders for whoever picks up a conversation.

What Fyncall does not do

Fyncall is not the right fit for every store. It has no phone, SMS or Facebook Messenger channel, it works with Shopify stores only, and it cannot import old tickets from another helpdesk. If your team takes a lot of calls, or needs years of ticket history in the new tool, compare other options in our best Shopify helpdesk app guide.

Common questions

Is Fyncall free to use on Shopify?

Yes. The Free plan costs $0 and includes the inbox on WhatsApp, Instagram, email and web chat, up to 2 team members and 25 AI messages a month. When the AI messages run out, the AI pauses and your team keeps replying at no charge. Pro is $34 a month and is billed through Shopify.

Do I need a developer to set up Fyncall?

No. On Shopify, the app and the web chat widget install without code. The WhatsApp connection asks for details from your Meta or Twilio account, which the setup guide explains step by step.

Will the AI reply to customers as soon as I install it?

Not until you activate an agent and choose a reply mode. Start in Draft & Review, where your team approves every reply, and switch a channel to Auto-Reply only when you are happy with the drafts.

Does Fyncall work with every Shopify plan?

Yes. The Shopify integration works with any Shopify plan. You need an owner or staff account with permission to install apps.

Where do I get help with setup?

The Fyncall docs cover each step in more detail, and the team answers at support@fyncall.com. You can also book a demo to go through setup on a call.