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Data and AI
AI answers: what shoppers see
What shoppers see about AI in the keyplace widget, where answers come from and what to do when one is wrong.
The keyplace widget tells shoppers that AI is answering. Here's what they see, where answers come from and what to do if one is wrong.
In short
The widget shows “Answers by keyplace AI”, so shoppers know AI is answering. You can't switch this label off.
keyplace answers only from your store's data and from answers our team has approved.
When it doesn't know, it says so. That question comes to our team.
keyplace can get something wrong. In Conversations you can see where it got an answer.
Found a wrong answer? Here's how to report it.
What shoppers see in the widget
The keyplace field on your product page and suggested questions.
The label Answers by keyplace AI. It tells them that AI is answering. In a Polish widget, the label reads “Odpowiedzi AI od keyplace”.
An answer right away. keyplace can point to a variant in stock. When a product isn't the right fit, it suggests another one from your store.
When the answer isn't in your store's data, keyplace says it doesn't know.
The widget shows no person's name or photo. It doesn't ask shoppers for their name, email or phone number.
Where answers come from
keyplace answers only from what's in your store:
products, variants, prices and stock
descriptions and metafields
shipping, returns, policies and store pages
offers: points, discounts, shipping threshold
answers our team has approved
An unanswered question doesn't go to waste. It comes to us, and we check what's missing. We read conversations and add knowledge. Our team checks new answers before keyplace uses them. Once approved, the next shopper gets the answer.
What keyplace doesn't do
It doesn't give medical, legal or financial advice.
It can't see your orders or your customer list. Questions about a specific delivery stay with your support chat.
What this means for you
keyplace answers from your store's data. If a description or policy has a mistake, keyplace can repeat it. Fix the text in Shopify.
Conversations and questions show up in the app as they happen. Your monthly report shows how often keyplace didn't know and what your descriptions are missing.
If an answer is wrong
Open Conversations and check where keyplace got the answer.
If it came from Knowledge, open Knowledge and switch it off there with This is not true. Our team checks where it came from.
If it repeats your product description or policy, fix the text in Shopify.
Step by step: Report a wrong answer. Not sure what went wrong? Email mati@keyplace.ai. Tell us which product it was and when the conversation happened. Don't paste the conversation or shoppers' personal data.
Common questions
Can I hide the AI label?
No. The widget always shows “Answers by keyplace AI”, so shoppers know AI is answering. You can't switch this label off.
Can I change how keyplace talks?
Yes. Our team sets the tone for you. You can also change the tone yourself in the app.
Where are shopper questions processed?
Our servers are in the EU, in Amsterdam. Some providers process data in the USA, including the AI model. We remove the personal data we detect from questions. More in Shopper privacy.
See also
Can't find your question?
Email us. Questions about keyplace go to our team, not to Shopify Support. Never send passwords, 2FA codes or shopper personal data.
mati@keyplace.ai