What's new in Strathly

Strathly is on the Shopify App Store

You can now find Strathly in the Shopify App Store and install it from its listing: press Install, pick your store inside Shopify, approve the permissions it shows you, and you land in setup with your store connected. Any Shopify store can install it, and every plan starts with a 14-day free trial, billed on your Shopify bill.

• The site's Install on Shopify buttons lead to the listing.
• Already have a Strathly account? Log in at app.strathly.com as before.

Strathly for iPhone is on the App Store

The iPhone app is out: search for Strathly: AI Live Chat Support on the App Store, or use the Download on the App Store button in Settings › Notifications, which can also email you the link. It is free for your team and included in every plan: log in with your Strathly email and password to get a push when Ivy hands a shopper to a person, and to answer from your phone.

• No account yet? On the Log in screen, Explore a demo store opens Aurora Wool Co., a sample store you can try without an account, and Email me the link sends you the setup link to connect your own store from a computer.
• The app is for iPhone. On any other phone, the dashboard works in the browser.

An invisible bot check on new chats

When a shopper starts a chat, the widget now checks in the background that a person, not a bot, is writing (Cloudflare Turnstile). Shoppers have nothing to click or solve. A chat that doesn't pass goes to your team in Needs you and doesn't count toward your plan. Ivy's first reply waits for the check, so on a shopper's first message it can take a few seconds longer.

Setup installs Strathly from Shopify, no store address to type

The Connect step of setup now has one button, Install on Shopify: you pick your store inside Shopify, approve the permissions it shows you, and you're back in setup with the store connected. Already installed? Open Strathly from Apps in your Shopify admin.

• Fixed: reinstalling Strathly from Shopify while signed out reconnects your store right away; after you log in you're in your dashboard, without approving again.
• Fixed: a plan you approve on Shopify's page shows up in Go live and Settings › Billing even if you weren't signed in when you approved it.
• Improved: Ivy › Widget › Installation offers the theme app embed and the chat link: the chat goes on your store from the theme editor, with no code to paste.

Explore a demo store in the iOS app, no account needed

On the Log in screen, tap Explore a demo store to open Aurora Wool Co., a sample store with its own conversations: refunds, a lost package, an address change, a sale Ivy is making right now. Reply, take, resolve and send order changes as you would on your store; nothing reaches a real shopper or Shopify. When you're ready, ask for the setup link by email and connect your store from a computer.

• New: links to the privacy policy and terms on the Log in screen and in Settings.
• Fixed: an order change you are making now reads "You are refunding…", not "You is refunding…", in the app and the dashboard.

A second Shopify store gets its own account

If you install Strathly on another Shopify store while signed in to the account that runs your first one, Strathly no longer adds that store to your account, where you couldn't open it. The new store connects and starts importing, and a page explains that each Strathly account runs one store: sign out and create an account for the new store (the sign-up is filled in from it), or go back to the store you already run.

Reinstalling reads your plan from Shopify right away

Uninstalling Strathly from Shopify cancels your plan on Shopify's side (during a free trial, at the end of the trial). When you install it again, Strathly now checks your plan with Shopify at once, and Settings › Billing tells you when it ends, with Keep my plan to choose it again on Shopify's page. If your plan already ended, choose one to bring Ivy back to your store.

A clearer free trial in Billing, and smaller fixes

During your free trial, Settings › Billing now simply says that extra conversations are available once the trial ends, on every plan: no amount picker, no auto top-up switch and no repeated upgrade buttons.

• On Scale, the highest plan, the sidebar no longer offers to upgrade your plan.
• In onboarding, a message such as “Confirm your email before going live” appears above the footer, so it no longer covers the Go live button.
• When you're all caught up, the Inbox says how you'll hear about the next handoff: a push on your iPhone, an email, or right there in the Inbox.
• In the storefront chat, a long link shows its address and page with “…” instead of being cut in the middle.
• The browser tab reads “Email confirmed” after you confirm your email, and Inbox tabs are named after their view.

Every store pays through Shopify

Every store now subscribes and pays through Shopify, including accounts created on strathly.com: your plan and any extra conversations appear on your Shopify bill, and there is no card to enter on our site. You choose, change or cancel your plan on Shopify's plan page, which Settings › Billing opens.

• Plans, prices and the 14-day free trial are the same: you start the trial by approving your plan on Shopify's page when you go live.
• Extra conversations are still any number from 10 at your plan's rate ($0.39, $0.26 or $0.20 each), added to your next Shopify bill. They never expire.
• Plans are billed monthly. Prices are in US dollars and exclude VAT and sales tax, which Shopify adds where they apply.
• Refunds keep the same rule: any charge is refunded in full if you ask within 14 days. We issue them through Shopify.
• The Terms of Service, the Privacy Policy and the refund policy were updated to match. Store owners are asked to accept the new Terms the next time they open the dashboard.

Installing from Shopify connects your store first

When you install Strathly from Shopify, your store now connects the moment you approve the app, and Ivy starts reading it while you create your account. The sign-up page names your store and fills in your shop's email and owner's name, which you can change. Already have an account? Log in and the store is yours.

• Reinstalling while signed out asks you to log in first; your store reconnects once you do.
• If nobody creates an account for an installed store within 30 days, we remove the unfinished store and uninstall the app. Install again whenever you like.
• If you reconnect without approving every permission Strathly asks for, you land on Settings › Integrations, where Update permissions asks for the missing ones.
• Approving new permissions in your Shopify admin now takes effect in Strathly right away: no need to press Update permissions or reconnect.

A simpler chat embed in your theme editor

The Strathly AI chat app embed no longer has an Advanced › Server URL field. The chat connects to Strathly by itself, so there is nothing to fill in: switch the embed on and save.

Help center in the Help menu

The Help menu at the bottom of the sidebar now has Help center, which opens the Strathly docs in a new tab, next to Contact support.

One refund rule for every store

Any charge, the first one after your trial, a renewal or extra conversations, is now refunded in full if you ask within 14 days, no reason needed. Before, only the first charge and unused extra conversations could be refunded.

The app icon's number goes down right away

When a teammate answered or resolved a conversation, the red number on the Strathly icon could stay too high until you opened the app. It now drops within seconds, silently.

Ivy's reply drafts know the prices she showed

When Ivy had shown products in the chat, the draft she wrote for your team could say it didn't know the price yet. Drafts now read each product card as the shopper saw it: price, sale price, stock and sizes.

Know when a new theme leaves Ivy off your store

Shopify switches app embeds off in every theme you publish, so a new theme used to hide the chat without a word. Strathly now checks your live theme and tells you right away, with a button that switches the chat back on: you only press Save.

• When you publish a theme without the chat, the owner and admins get a notification and an email, once per theme, and Home shows “Ivy is off your store” until it's back on.
• Ivy › Widget › Installation names your live theme and says whether the chat is on in it. Check again reads the theme from Shopify.
• The notice goes away on its own once you save the chat in your theme.
• Strathly asks for one new, read-only Shopify permission (themes): stores connected earlier see “Update permissions” in Settings › Integrations.

Ready for Shopify's market-based shipping

Ivy now reads your shipping rates from Shopify's new market-based shipping too, with free-shipping minimums and delivery times, and the chat's free-shipping bar follows them and refreshes every day.

• Strathly asks for one new Shopify permission (markets): stores connected earlier see “Update permissions” in Settings › Integrations.

Choose who can refund, and change addresses in any country

Refunds and cancellations are now for the owner and admins, unless you switch on “Agents can refund and cancel orders” in Settings › Team. Agents still edit addresses and send replacements.

• An agent sees “Ask an admin to refund this order” instead of the button, on the web and in the iPhone app.
• A refund sent twice by mistake goes out once, and a refund can never go over what Shopify still allows on the order.
• Edit address is now a proper address form for every country, filled in with the order's address (or field by field with the new address the shopper gave Ivy), on the web and in the iPhone app. It asks for the province or state where Shopify needs one.
• The Replace dialog no longer shows an “Email the tracking link” box: Shopify emails the shopper its shipping confirmation when you fulfill the replacement, as for any order.

Your team joins by invite only

Opening Strathly from your Shopify admin no longer adds anyone to your team. A colleague without an invite is asked to get one, and you get an email with one button to invite them.

• When Ivy needs new Shopify permissions, Settings › Integrations shows “Update permissions”: approve them in Shopify and you're back where you started, with nothing re-imported.

“Ivy recommends” off: never suggested, still answered

With “Ivy recommends” off, Ivy never suggests that product on her own, but she now answers when a shopper asks about it by name: price, sizes, stock.

• When you teach or correct Ivy in the Playground, “Also send it to” the shoppers waiting now starts unticked, so a test never replies to real shoppers unless you tick it.

Product docs at strathly.com/docs

Every part of Strathly explained step by step, from getting started to troubleshooting: setup, the Inbox, Ivy, Knowledge, the storefront chat, Shopify, your team, billing and Analytics, with a picture of each screen. The guides and the help center now live there.

Shopper privacy, handled for you

Conversations are now kept for 24 months after their last message, then deleted on their own, and shoppers' raw IP addresses are cleared within hours.

• When a shopper asks your store for their data through Shopify, the owner and admins get an email and a notification with an export to download and send. Erasure requests are handled automatically.
• The chat writes nothing to a shopper's browser until they use it, and sales tracking waits for their consent through Shopify.

New prices: you pay only for Ivy's conversations

Starter is $39 a month with 100 Ivy conversations, Growth $79 with 300 and Scale $199 with 1,000. Your team's conversations are unlimited on every plan: only the conversations Ivy takes count.

• Extra conversations in any number from 10, no fixed packs: $0.39, $0.26 or $0.20 each, your plan's own rate.
• Auto top-up buys the number you choose, 10 or more, instead of a pack.
• Extra conversations still never expire and are used only after your plan's conversations.
• Still no automatic overage: if everything runs out, Ivy finishes her conversations and new ones go to your team.

One conversation per shopper visit

Everything a shopper asks Ivy within 24 hours is one conversation, however many chats they open. A shopper who comes back after 24 hours with no messages counts again once Ivy answers.

• A very long visit counts once more every 30 replies from Ivy.
• Never counted: your team's replies, chats only your team answered, spam, and chats the abuse protections sent to your team.
• Settings › Billing explains your count: how many chats were part of a visit already counted, and how many long chats counted again.

Mark as spam blocks the visitor

Mark as spam, in a conversation's menu, blocks the visitor, and their IP address for 30 days, and moves the chat to the new Spam view, with Undo. Not spam lifts the block. Both work in the iOS app too.

• Ivy stops answering a chat that looks like spam or abuse and hands it to your team as Looks like spam, for you to decide.
• More than 3 new chats from one visitor, or 10 from one IP address, in 24 hours go to your team instead of Ivy.
• None of these count toward your conversations, and a shopper is never shown an error.

Shoppers can find their past chats

The chat on your store lists a shopper's past conversations under Your conversations, with New conversation to start another. A shopper signed in to your store sees them on their other devices too.

• After a day of quiet, a chat with Ivy closes and offers Continue in a new conversation. Ivy picks up from the earlier chat, so the shopper doesn't repeat themselves.
• A conversation with your team never closes.

Conversation packs that never expire

Your plan's conversations still reset every cycle. For more, buy a pack of 100, 500 or 1,000 extra conversations in Settings › Billing: packs never expire and are used once the month's conversations run out. Nothing is billed unless you choose it.

• A notification in Strathly and an email at 80% and at 100% of your conversations.
• Auto top-up, off by default: pick a pack size and how many times a month it may buy one.
• If everything runs out, Ivy finishes the conversations she is in and new ones go to your team.

Guides, a help center and this changelog

strathly.com now explains every part of the product on its own page, with step-by-step guides for your first week, a help center you can search, and this list of what shipped.

Ivy's guardrails hold from the start

With Compare with other brands and Mention health or skin benefits off, as they start in Ivy › Behavior, Ivy now names no competitors and makes no health or skin claims. Before, she held back only once a switch was turned on.

Plans and the 14-day free trial

Three plans, Starter, Growth and Scale, that differ only in conversations and teammates: every feature is on every plan. Each starts with a 14-day free trial when you go live, and past your plan's conversations Ivy keeps answering at $0.20 each.

• You approve the plan in Shopify, and it appears on your Shopify bill.
• Settings › Billing shows what you have used this cycle and what the extras add up to before it ends.

A conversation deleted while you have it open

The iOS app now tells you the conversation no longer exists and takes you back to the Inbox, instead of offering a retry that could never work.

Ivy can handle order changes on her own

In Ivy › Behavior › Orders, choose what Ivy may do herself when a shopper asks: refund, change the shipping address, send a replacement or cancel an order that hasn't shipped. Every row starts off, and refunds, replacements and cancellations take a limit per order.

• She acts only for a shopper who proved the order is theirs: signed in to your store, or with a 6-digit code sent to the order's email.
• Every change waits 10 seconds with Undo, and your team sees it in the conversation.
• Anything over a limit, or not proven, goes to your team instead.

An address form in the chat

When a shopper changes a shipping address with Ivy, they fill a short form in the chat, prefilled with the current address and laid out the way their country writes addresses, instead of typing it into a message.

A faster iOS app, and a send button you can trust

The app starts faster, opens conversations faster and scrolls more smoothly. The reply field grows to five lines as you type.

• Fixed: a tap on send always sends. Long-press it for Send and resolve.
• Fixed: fast typing no longer cuts a reply short, and a message is never sent twice.

Faster Inbox counts, search and Analytics

The Inbox tabs count faster and search finds conversations faster, on the web and in the iOS app. Analytics loads its numbers sooner too.

A redesigned chat for your store

The chat on your storefront has a new look: a header in your brand's color, Ivy's emblem beside her messages, option chips on a product card, and a new launcher. Ivy › Widget previews every change on the real widget.

• Accent color, light or dark chat colors, and a background: a color, a gradient, a pattern or a photo.
• The launcher's icon, label and side, a greeting and up to three suggested questions.
• Hide Strathly branding, on every plan.

Ivy's sprout is Strathly's logo

One emblem for the product and the assistant, in the dashboard, the iOS app and the widget. Sign in and sign up are calmer, and an expired verification or password reset link now says so and offers a new one.

The first version of Strathly

Everything a store needs to let Ivy answer shoppers and hand the rest to the team, on real Shopify data.

• Setup in five steps: Connect, Import, Assistant, Test, Go live. No code, no theme edits.
• Ivy on your storefront: answers in the shopper's language from your catalog, policies and pages, product cards with add to cart, order status and tracking.
• Handoff rules, business hours and a reply target, with a summary and a drafted reply on every handoff.
• The Inbox: Needs you, Mine, Ivy is handling, Resolved and All, internal notes with @mentions, Rewrite, and Undo on every action.
• Refunds, address changes and replacements prepared in the Inbox, confirmed by a teammate, with a 10-second Undo.
• Knowledge: Shopify pages and policies, files, web pages read again every week, Teach Ivy and the Unanswered list.
• Analytics: sales from conversations, conversations, quality and team, over 7, 30 or 90 days, with CSV exports.
• Ivy › Behavior, Widget and Playground, where you test Ivy on your real data with no side effects.
• The iOS app: the Inbox in your pocket, push notifications and Available or Away.