How it works
How Hushdesk works, from install to your first AI answer
Five steps, most of them a single click. Scroll through each one and watch it happen.
- 1
Connect your Shopify store
Open Settings, Apps, and connect Shopify in one click. Customers, orders and tracking appear beside every ticket, so you can refund, cancel or change an address without switching tabs.
No code and no webhooks to set up: you approve the app in Shopify and the sync starts.
- 2
Bring email and live chat into one inbox
Forward your support address to the address Hushdesk gives you, and paste the two-line chat snippet into your theme. Email and chat land in the same list, sorted into views your team shares.
Customers keep writing to the address they know. They never see a new domain.
- 3
Invite your team and set the rules
Invite everyone who answers customers; seats are unlimited. Set business hours and SLAs, import your saved replies as macros, and add rules that tag and route tickets the moment they arrive.
Test any rule against recent tickets before you turn it on.
- 4
Let the AI take the routine, at your pace
Turn on the AI agent in Copilot: it drafts, your team sends. When its drafts for a topic like order status are consistently right, let it answer that topic on its own, with an undo window.
Upset customers, refunds and anything it cannot check in your data always go to a person.
- 5
Measure, then tune
Reports show first response and resolution times, one-touch tickets and satisfaction, by agent, channel and tag. The AI activity log shows what it answered and handed over, and why.
Widen the AI’s topics where the evidence says it is right; keep the rest with your team.
Connect your Shopify store
What you need before you start
Nothing technical. If you can change a setting in Shopify and in your email, you can set up Hushdesk. Prefer a hand? Book a walkthrough and we will do it with you.
- Admin access to your Shopify store, to approve the app.
- Access to your support mailbox settings, to add a forwarding rule.
- Your saved replies or common answers, if you want them as macros on day one.
- Ten quiet minutes. Most of the setup is a click or a paste.
Setting up Hushdesk: questions and answers
How long does it take to set up Hushdesk?
Most stores set up Hushdesk in under an hour. Connecting Shopify is one click, forwarding the support email is one rule in your mail settings, and live chat is a short snippet pasted into your theme. Tuning rules and the AI agent happens over the first week.
Do I need a developer to install Hushdesk?
No developer is needed. You approve the Shopify app, add a forwarding rule in your email settings and paste the chat snippet into your theme file, which takes a minute. There are no webhooks to configure and nothing to host.
Will my customers notice that we switched helpdesk?
Customers keep writing to the same support address, and replies come from that address once your domain is verified. The chat widget matches your brand colour and greeting, so the switch is invisible to them.
Which email providers can I forward from?
You can forward from any email provider. The setup wizard has step-by-step instructions for Gmail, Google Workspace, Outlook and Microsoft 365, Zoho and Hostinger, and any other host that can forward mail works the same way.
When should I let the AI answer on its own?
Let the AI answer a topic on its own once its Copilot drafts for that topic are consistently right. Most teams start with order status and shipping times, read the drafts for a few days, then switch only those topics to Autopilot.
Can I test rules before they touch real tickets?
Yes. Every rule can be tested against recent tickets before you turn it on, so you see which conversations it would tag, route or assign. Turn it on only when the matches look right.
Can I try Hushdesk before connecting my store?
Yes. You can book a 20-minute walkthrough, or start on the free plan and look around before connecting anything. The free plan has no time limit and needs no card.
What if I get stuck during setup?
A person on our team answers on every plan, including Free. Use the chat on this site or email support, and we will help you connect Shopify, set up forwarding or write your first rules.
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