Ari does the work, and a person from our Support team is always one message away. Reach out whenever something feels unclear, urgent, or needs a human decision.

Reach a person

Type @support anywhere in your message, or press + and choose Ask a person to step in. The chat box turns purple, so you know the message goes to a person and not to Ari.

A message to Support, with @support at the start.

Our Support team gets your message by email and replies in the same chat. You can write to them at any time, even while Ari is working on a change.

When Support replies

Your message to Support, and their reply in the same chat.

• Your message shows To Support, and their reply shows Support.
• If Ari is free, Ari lets you know a person has your message, and offers to help in the meantime.
• You get an email when Support replies, so you don't need to keep Ari open.
• To answer them, type @support again. Without it, your message goes to Ari.

When to ask a person

• Something needs to be bought or renewed, such as an extension license.
• You need to share a password or other access. A person tells you a safe way to do it.
• Something looks wrong on your live store.
• You would like a second pair of eyes on a change before you release it.
• You are not sure what to ask for. We are happy to think it through with you.

When Support is working on your store

Sometimes, with your agreement, a person from Support works on your store through Ari. While they do, you see Support is in control of Ari above the chat box. Your messages go to Support, and Ari picks up your requests again once they hand control back.

When Ari can't carry on