Frequently asked questions

Product and pricing#

What do you sell? Formo Support — a hosted customer-support chatbot for online stores. One product.

How much is it? Standard £149 one-time (1 site, 2,000 conversations/month). Plus £299 one-time (3 sites, 10,000/month). Both include 12 months of updates from purchase.

Do you charge per message? No. You pay your AI provider for tokens. Typical usage is about £5–40/month depending on volume.

Is there a subscription? No Formo subscription. After the updates window, the widget you already installed keeps running; new Formo features may require a later purchase.

Can I get a refund? Follow the refund terms on Pricing and in the Lemon Squeezy checkout.

Install#

Do I need n8n or a server? No. Paste one script tag.

Which platforms work? Shopify, WooCommerce, Squarespace, Webflow, and any site that can load a script. See Install per platform.

Will my theme break the chat? The widget uses a closed shadow root so theme CSS cannot restyle it, and widget CSS cannot leak out.

The Connected indicator never flips. The page host must match an allowed domain, the script must run on a published page, and you should load that page once. Wait up to 60 seconds.

Can I hide “Powered by Formo”? Yes on Plus. Standard always shows it.

AI keys#

Which providers work? OpenAI, Anthropic, Google, Groq. See Connecting each AI provider.

Does Formo store my key in the browser? No. It is write-only in the dashboard, encrypted at rest, and used only on the server.

What if the key breaks? Visitors see a calm offline message. You get at most one email per 24 hours with a sanitised reason.

Shopify#

Do I have to connect Shopify? No. Without it, the bot answers from policies and FAQ and escalates order questions.

Which scopes do you need? Only read_orders and read_customers.

Will it invent an order? Guardrails block order and tracking numbers that did not come from tool evidence. Unknown orders return not-found.

Behaviour#

What is Dry Run? The model still drafts. Visitors see your dry-run notice. You read the draft in Activity. Default is on.

How do I go live? Behaviour → turn Live on, then turn Dry Run off after Activity looks right. Going live safely.

Can the bot invent a return policy? No. Empty policy fields return not-found. Write the text you want quoted.

Caps, privacy, data#

What happens at the conversation cap? The widget switches to contact capture. No error, no extra Formo charge. Resets on the 1st (UTC).

How long do you keep transcripts? 90 days, then message bodies are deleted. Conversations keep aggregate counts. Use Account → Delete all conversation data to wipe a site sooner.

Do you train on my chats? No. Your AI provider processes messages under your account. Formo does not sell data.

Are licence keys stored in plaintext? No. Formo stores a SHA-256 hash. Keep the key Lemon Squeezy emailed you.

Can I use the script on a staging domain? Add that host to allowed domains. A copied tag on an unknown host is blocked (403).

Activity and trust#

Where do I see why a reply was blocked? Activity → open the conversation → Guardrails on the assistant message.

Does estimated AI cost match usage? It is computed from stored token counts and the model price table. Treat it as a dashboard estimate, not an invoice.

Who do I email? hello@formoautomations.com — confirm the address on the site footer if it differs.