Channels
Freway supports five communication channels. Which ones you can use depends on your plan. You enable and configure them under Settings > Channels.
Available on all plans. This is the most common starting point since most customers enter their email during checkout.
Janine sends personalized emails, not templates. Each email is written based on what’s in the customer’s cart, their browsing behavior, and what Janine knows about your brand.
By default, emails send from a Freway domain. If you want to send from your own domain (like [email protected]), see Email domain setup.
SMS
Available on Growth and Enterprise plans. Janine can text customers who provided a phone number during checkout.
SMS messages are short and direct. Janine keeps them conversational and under 160 characters when possible. If the customer replies, the conversation continues over text.
Available on Growth and Enterprise plans. Similar to SMS but through WhatsApp, which tends to have higher open rates in many markets.
WhatsApp conversations support richer formatting and can include product images and links.
Voice
Available on Enterprise plans only. Janine can make outbound calls for high-value carts. These are AI-powered voice conversations, not robocalls. The customer talks to Janine like they would a real salesperson.
Voice calls are typically reserved for carts above your high-value threshold since they’re the most intensive channel.
Storefront chat widget
Available on all plans. This is a live chat widget that sits on your storefront. Customers can start a conversation with Janine while they’re browsing.
Unlike the other channels, this one is customer-initiated. A visitor clicks the chat button and asks a question. Janine can help them find products, explain your policies, and add items to their cart mid-conversation. See the Storefront chat page for more detail.
To enable it, go to Online Store > Themes > Customize in Shopify and add the Freway Storefront Chat app block to your theme.
Channel priority
When Janine has multiple channels available for a customer, she picks the best one based on the information she has. If she has both an email and a phone number, she’ll typically start with email and escalate to SMS or WhatsApp for high-value carts or if the email doesn’t get a response.
You don’t need to configure the priority yourself. Janine figures it out based on the customer’s profile and your plan’s available channels.
See Janine in action for examples of what conversations look like on each channel.
