Going live safely

Do not turn Dry Run off the minute the widget loads. Watch Activity for a few days.

Stage 1 — Dry Run (default)#

1. Behaviour → Dry Run stays on.
2. Send messages from Appearance preview (Send a test message) or the live site.
3. Visitors see your dry-run notice (editable under Appearance copy), not the model draft.
4. Open Activity. Read the draft, every tool call, and which guardrail checks fired.

Stage 2 — Tighten limits#

On Behaviour:

1. Write returns, refunds, shipping, and contact hours. Empty policies are not invented.
2. Add FAQ rows for the questions you already answer by hand.
3. Keep max refund (£) and max discount (%) low.
4. Set escalation email and the “when to escalate” checkboxes.

On Integrations, connect Shopify if you want live order answers.

Stage 3 — Live#

1. Turn Live on (master switch). The site status becomes live.
2. Turn Dry Run off only when Activity looks clean.
3. Watch escalation rate and blocked replies for a week.

Pause and over-cap#

• Live off pauses the widget. Visitors see the offline / contact-capture form, not an error.
• Hitting the monthly conversation cap (2,000 Standard / 10,000 Plus) switches the widget to the same contact-capture form. It resets on the 1st (UTC). You get emails at 80% and 100%.

If something looks wrong#

Turn Live off. Fix the key, policy, or Shopify token. Turn Live back on. You do not need to re-paste the script tag.