FAQ
What platforms does Freway support?
Freway integrates with major e-commerce platforms. Contact us to confirm compatibility with your specific setup.
What if a buyer completes checkout on their own?
You pay nothing. If a buyer 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 buyer 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 checkout customizations?
Yes. Freway tracks checkouts through standard webhook and pixel systems, which work regardless of checkout customizations.
Can I use Freway alongside other checkout tools?
You can, but buyers might get duplicate messages if multiple tools are reaching out. If you switch to Freway, consider turning off your existing checkout automations (built-in recovery emails, Klaviyo flows, etc.).
What data does Freway access?
Freway reads your products, orders, customers, and checkout data through your platform’s API. It uses this data to understand what’s in a buyer’s cart and to personalize Janine’s conversations. Freway does not sell or share your data.
What is the Lifecycle Agent?
The Lifecycle Agent handles everything after checkout: post-purchase follow-up, cross-sells, winback, and pre-purchase nurturing. It’s available on the Enterprise plan. See the Lifecycle Agent overview for details.
How does cross-merchant intelligence work?
When a buyer opts in at any Freway store, their encrypted profile works across the network. This means instant checkout at other Freway stores and smarter predictions for everyone. No personally identifiable information crosses merchant boundaries. See Cross-merchant intelligence for details.
Can I see what Janine said to a buyer?
Yes. Click on any engagement in the Dashboard to see the full conversation timeline, including every message Janine sent and the buyer’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.
