FAQ

Does Janine work on all Shopify plans?

Yes. Freway works on any paid Shopify plan (Basic, Shopify, Advanced, Plus). It does not work on trial or development stores in production mode.

What if a customer buys on their own?

You pay nothing. If a customer completes checkout without any interaction from Janine, it’s counted as an organic conversion with zero commission.

Can I control what Janine says?

You control her brand voice, personality, and what information she has access to. You can’t script individual messages, but you can shape her tone and knowledge through the settings and knowledge base. She also respects opt-outs immediately and won’t make promises you haven’t configured (like discounts).

Will Janine spam my customers?

No. Janine sends personalized messages based on context, not batch campaigns. She respects channel-specific opt-outs, and if a customer asks to stop being contacted, she stops. She also won’t engage on carts below your minimum threshold.

How fast does Janine reach out?

It depends on your probe delay setting. By default, she waits 15-30 minutes after a checkout goes inactive before sending the first message. For high-value carts, this is shorter. You can adjust the timing in Settings.

Does Freway work with Shopify Plus checkout customizations?

Yes. Freway tracks checkouts through Shopify’s standard webhook and pixel system, which works regardless of checkout customizations.

Can I use Freway alongside other checkout apps?

You can, but customers might get duplicate messages if multiple tools are reaching out. If you switch to Freway, consider turning off your existing checkout automations (Shopify’s built-in emails, Klaviyo flows, etc.).

What data does Freway access?

Freway reads your products, orders, customers, and checkout data through Shopify’s API. It uses this data to understand what’s in a customer’s cart and to personalize Janine’s conversations. Freway does not sell or share your data.

Can I see what Janine said to a customer?

Yes. Click on any engagement in the Dashboard to see the full conversation timeline, including every message Janine sent and the customer’s responses.

What happens if I cancel?

Janine stops engaging on new checkouts at the end of your billing period. Your analytics data and conversation history remain accessible. You can re-subscribe at any time to pick back up.

How do I get support?

Reach out to us at [email protected]. Growth plan customers also have access to chat support. Enterprise customers get a dedicated account manager.

I have a question not listed here

Email [email protected] and we’ll get back to you.