Troubleshooting & handoff

The agent escalates in two situations: it can’t resolve something from your data and knowledge, or the shopper explicitly asks for a human. Each handoff lands in Dashboard → Escalationswith the reason, the full conversation, and the shopper’s contact details when they’ve shared them.

Work the queue from newest to oldest, reply to the shopper directly (email or phone, whatever they left), and mark the escalation resolved. Recurring escalations are your best training signal — if the same question keeps handing off, add the answer in Knowledge and it stops escalating.

• Confirm the snippet is in your published theme’s theme.liquid, before </body> — a common miss is editing an unpublished draft theme.
• Check the data-key matches the one on Dashboard → Integrations exactly. A placeholder or truncated key fails silently.
• Hard-refresh the storefront (the script is cached) and try an incognito window.

• Product data looks stale? Reconnect Shopify from Dashboard → Integrations to re-import your catalog.
• Order lookups failing? Order status comes live from Shopify, so the store connection must be active — the Integrations page shows its state.
• Agent says it doesn’t know? That’s grounding working. Check Dashboard → Knowledge— if the answer isn’t in your catalog or knowledge sources, add it and the agent picks it up.