Mercayo has two optional assistants.
- The admin assistant helps you and your team inside the admin: how-to answers from this Help Centre, your store's numbers in plain words, and simple changes it prepares for you to apply.
- The order assistant (the Shopper Assistant add-on) answers your shoppers on their order page and in My Account about their own order and your policies, and can pass a request to your team.
Both are AI assistants: answers are written by Claude language models from Anthropic. Answers can be wrong; check a change before you apply it.
Turn Them On
The admin assistant is included. Plain how-to questions are free within fair use (see Free Help Questions); a question that reads your store's data uses 3 of your store's AI credits, and a change it prepares uses 5 when you apply it. Credits come from your plan's monthly credits first (Starter 25, Growth 150, Scale 500; 30 in the trial), then bought ones. There is nothing to add. The order assistant is an add-on in Settings › Billing: Shopper Assistant (Lite, 300 conversations a month, or Standard, 1,500). A store in its trial has 10 shopper conversations to try it.
Each has a switch in Settings › Admin Look and Dashboard › Assistants: Admin assistant, Shopper assistant, Shoppers can ask for a call back and AI section builder (the AI Section Builder in your editors). All are on to start with; the order assistant does nothing without its add-on or the trial.
The Admin Assistant
Press the sparkle button beside the bell (at the top of the screen on a phone). A panel opens with a question box and a few suggestions. Under the box it says what your next question costs ("Help questions are free: 38 left today.").
- How do I… questions are answered from this Help Centre in a few short steps that name the menus and buttons. The answer links the exact step of the article (its address ends in
#step-3), and the step's picture shows under the answer with SEE THIS STEP. If the Help Centre does not cover it, the assistant says so. - Your store's numbers: sales for a period, orders by number, name or status, products by name, low or out of stock, your payouts and the cash on delivery couriers still owe. The assistant reads them with your own rights: if your role cannot see orders, it cannot either.
- Why something happened: ask "what happened to order 1042?" for the order's whole story (payment, cash on delivery checks and limits, a held order, labels and courier scans, returns); "why can't shoppers buy the Linen Shirt?" for every reason found (a draft, out of stock, early access, a hidden market, a website-only store, a missing price, HSN code or GST rate); or "why is cash on delivery off?" for a setting's value and who set it (you, your plan, or Mercayo for your store).
Paste a Link
Paste a link to one of your own store's pages and say what you want, for example "make this one ₹1,199" or "why can't people buy this?". The assistant reads the link's words; it never opens or visits it.
- A product (with or without
?variant=), collection or category link names that exact item. A button OPEN PRODUCT, OPEN COLLECTION or OPEN CATEGORY takes you to it. - A page or the home page link brings OPEN IN AI SECTION BUILDER, which opens the editor on that page with the AI Section Builder ready.
- Links with a language or market in them (
/hi/products/…,/en-us/collections/…) and translated URL handles work too. - A link to another store or another website is refused in one sentence.
Changes It Prepares
The assistant never changes anything itself. It prepares the change as a card, and only your APPLY saves it.
- A product: its title, description, tags, search listing title and description, each variant's price, compare-at price and stock (where stock is tracked), and the order of its photos or its main photo (one of its own photos, or a picture from Content › Media). Several fields in one request are one card, each with Now and After.
- A collection: its name, description and sort order.
- A store setting that is a simple on/off switch.
A product or collection card says "Applying uses 5 AI credits. Nothing is used before." Press APPLY to save it, or DISMISS. The save is the same as on the product or collection screen, with your own rights: if someone changed it since the suggestion, it is refused with "This changed since the suggestion. Look at it again and ask once more." and no credits are used. After APPLY, OPEN takes you to the product. Your Activity Log records each change as made by the assistant for you.
The assistant never changes payments, staff and roles, security, billing, or a setting Mercayo has set for your store; for those it gives you the steps. A picture from a web address cannot be added from the chat yet: upload it in Content › Media, then ask again.
NEW CONVERSATION starts again. A conversation holds up to 12 questions; after that, your next question starts a new one.
Free Help Questions
Plain how-to questions (answered from the Help Centre) are free, within fair use:
| Limit | Free each |
|---|---|
| A person | 40 questions a day (India time) |
| Your store | 600 questions a month, across your team |
| A question | 1,000 characters at most |
Past a limit, a help question uses 1 credit, and the line under the box says so before you send. Questions that are not about your store, selling online or Mercayo are answered in one line and counted; after 5 in a day, that person's free questions pause until tomorrow. Questions that read your store's data always use 3 credits. Mercayo can switch free questions off for a store; then each help question uses 1 credit.
The Order Assistant
When the Shopper Assistant is on, your order page (after the shopper enters the order number and phone, or opens it from their account) and My Account show a card with ASK ABOUT THIS ORDER. The chat says it is an assistant and offers Talk to the team.
It answers about that shopper's own order only (status, items, delivery estimate, tracking), your policies (shipping, returns, cancellation, contact), and whether a product is in stock. It cannot see other shoppers or other orders.
When a shopper asks, it prepares a request with CONFIRM:
- Cancel: the same cancellation as the order page's own, with your rules (a code first if your store asks for one).
- Return or Exchange: your own return or exchange form opens on the page.
- Call back: after the shopper gives a name and email, your Inbox gets the request with the order number (only while Shoppers can ask for a call back is on).
Nothing is requested until the shopper presses CONFIRM, and your team and rules decide what happens.
Conversations and Limits
A plain help question is free within fair use, a question that reads your store uses 3 AI credits, and an applied change 5; the panel shows "120 of 150 credits left this month" under the box, and each answer says what it used ("Free question", "Used 3 credits"). A question that fails gives its credits back. At zero the assistant stops with No Credits Left and TOP UP CREDITS; it never bills you by itself. Each order-assistant conversation counts once against its add-on's conversations for the month (the trial's for the whole trial); when they are used up, a conversation is paid from your notification credits at the price shown in Wallet, and when they cannot pay, it stops until next month.
Mercayo also keeps a monthly limit per store; if it is reached, the assistants pause until the next month.
Conversations are kept for 90 days, then deleted. A shopper who deletes their account takes their conversations with them.