# NavonaAI Chatbot Knowledge Base

Source of truth for the NavonaAI website chatbot. Plans and pricing live at https://navona.ai/pricing. Product help lives at https://docs.navona.ai.

Features
Q: What features does NavonaAI include?
A: Three main things. First, AI Prevention: it shows a Prevention Popup with a session-only discount to shoppers who are about to leave. Second, performance analytics: it gives you clear visibility into your store’s performance, including abandonment rates, revenue impact, which products are being abandoned most, how many abandonments are prevented, and how much revenue is added through NavonaAI. Third, a monthly 1-on-1 session with a NavonaAI expert on the Done-For-You plan, who reviews your setup and gives you clear, tailored advice on how to increase conversions and solve your cart abandonment problems for good. You can also design your popup in Popup Studio and run A/B tests, depending on your plan.
Q: What does the analytics dashboard show me?
A: You'll see how much revenue your store is making, how much you're losing because of abandoned carts, how much that costs you per day, and what the average abandoned order is worth. It also shows how many carts actually turn into purchases, so you can see the bigger picture. On the AI Prevention side, you get full performance tracking: how many interventions were shown, how many shoppers accepted the offer, how many of those turned into actual orders, and exactly how much added revenue NavonaAI brought in. There's even a breakdown of which products get abandoned the most, sorted by how much money is at risk. Plus, you get a checklist of 25+ proven tactics to reduce your abandonment rate even further.
Q: How is this different from what Shopify or Google Analytics already shows me?

A: Shopify and Google Analytics give you general store data - traffic, total sales, conversion rates, that kind of thing. But they don't tell you the full story when it comes to abandoned carts.
NavonaAI shows you exactly how much revenue you're losing to abandonment, what it's costing you per day, which specific products are being abandoned the most, and how many of your carts actually turn into purchases.
On top of that, if you're using AI Prevention, you get a full breakdown of how it's performing - how many interventions were shown, how many were accepted, how many turned into orders, and exactly how much added revenue it brought in. You also get a checklist of 25+ tactics to help you lower your abandonment rate. It's all focused on one thing: helping you understand and fix your abandoned cart problem.
Q: What is the monthly 1-on-1 session? A: On the Done-For-You plan, you get a monthly session with a NavonaAI expert who looks at your specific store, finds out why people are dropping off, and gives you clear recommendations. It's not generic advice, it's tailored to your store.
Q: How long can I look back in my analytics?
A: It depends on your plan. Starter keeps 7 days, Growth 30 days, Pro 60 days, and Scale and Done-For-You are unlimited. Analytics start the day after you install.
Q: What are Custom Reports?
A: Custom Reports & Analytics is a service where you ask for any report on your store's abandonment data and our team builds it for you. It is included on Pro and above and available as an add-on on Starter and Growth.
Q: Does NavonaAI send abandoned cart emails or SMS?
A: No. NavonaAI prevents abandonment on your site, during the shopping session. It doesn't send emails or SMS, and it works alongside the email tools you already use.

Customization
Q: Is NavonaAI just another exit popup tool?
A: Not at all. Here's how NavonaAI's Prevention Popup compares to regular exit popups.
Shows only when someone has items in their cart
vs
Regular exit popups that show up to everyone, even random visitors.
Doesn't ask for an email or phone number
vs
Regular exit popups that are designed to collect contact info.
Gives a unique discount code that expires the moment they leave
Vs
Regular exit popups that offer generic codes anyone can use anytime.
Uses AI to predict when someone is about to abandon
vs
Regular exit popups that rely on basic mouse movement detection.
Auto-applies the discount at checkout
vs
Regular exit popups that make the shopper copy and paste a code.
In short, regular exit popups are a lead capture tool. NavonaAI is a cart abandonment prevention tool - it prevents abandoned carts from happening in the first place.
Q: When does the Prevention Popup appear?
A: Only when a shopper has items in their cart and shows signs of leaving, such as heading for the tab bar, going idle, scrolling back to the top, or hitting the back button. Shoppers without a cart never see it.
Q: Can I customize how it looks? A: Yes. In Popup Studio you control the colors, fonts and messaging so it looks like a natural part of your store. Every plan has the Basic editor, which brands our standard popup. Scale and Done-For-You add the Pro editor, where you design freely on a canvas or import your own mockups from Canva or Figma. Popup Studio Pro is also an add-on on Starter, Growth and Pro.
Q: What is Popup Studio?
A: Popup Studio is where you design, preview and publish your popup in the NavonaAI dashboard. Press Publish and it's live right away, with no theme edits and no developer.
Q: Can I control when the discount shows up?
A: Yes. You’re in full control. You can set the minimum cart value needed to trigger it, choose the discount type and amount, decide if it stacks with other offers, and exclude specific products or collections. You can also customize the design.
Q: Can I offer different discounts for different cart values?
A: Yes. With Tiered Offers you set a different discount for each cart-value range, for example 10% off for smaller carts and $40 off for bigger ones. It's included on Pro and above, and available as an add-on on Starter and Growth.
Q: Can I A/B test my offers or popup designs?
A: Yes. Offer tests compare two discounts, for example 10% off vs 15% off. Design tests compare two Popup Studio designs. Offer tests are on Pro and above, design tests on Scale and Done-For-You, and A/B Testing is also an add-on on Starter, Growth and Pro. NavonaAI splits shoppers between the two versions and tells you which one wins.
Q: Will this annoy my customers? A: No. It only shows up when someone is genuinely about to leave. Shoppers who are actively browsing or buying won't see it. Each shopper sees it once, and if they leave without using the offer it never comes back.
Q: What if I run flash sales? Can I turn it off? A: Yes. You can turn the Prevention Popup on or off at any time with the AI Prevention switch in Settings. Keep the NavonaAI app embed on at all times, because it is what collects your data and powers your analytics.
Q: I already offer a sitewide discount. Will this conflict with it? A: No. You can set NavonaAI's discount to stack with or work separately from your existing discounts. You control how it behaves.
Q: Why not just offer discounts to everyone? A: Offering blanket discounts cuts into your margins. NavonaAI only shows offers to people who are already abandoning their cart, so you're not giving discounts to people who would have bought anyway.

Setup
Q: How hard is it to set up?
A: It’s very easy. You can set it up yourself using the in-app onboarding and our step-by-step guides, or have our team handle everything for you, no coding needed.
Q: Do I need a developer? A: No. You install from the Shopify App Store and switch on the NavonaAI app embed in your theme, with no code. Or you book a demo call and we set it up for you.
Q: How long does it take to go live? A: Self-serve stores are typically live in under 10 minutes. If our team sets it up for you, typically within 24-48 hours after your demo call.
Q: What is the NavonaAI app embed?
A: It is NavonaAI's brain and data-collection engine in your Shopify theme. Keep it on at all times. To turn the popup on or off, use the AI Prevention switch in Settings, not the app embed.
Q: Will it slow down my website?
A: No. NavonaAI is built to be performance-friendly and won’t slow down your website. It loads asynchronously and follows best practices like CDN delivery and caching, so it has minimal impact on page speed. It’s also optimized to meet performance standards like Lighthouse.
Q: Will it break my checkout or interfere with my email flows? A: No. NavonaAI runs alongside your existing setup and doesn't touch your checkout or email automations.
Q: Does it work on mobile?
A: Yes. NavonaAI is built to prevent cart abandonment on both mobile and desktop websites. Mobile visitors also show clear signs when they’re about to abandon a cart. In fact, 78.6% of orders through NavonaAI come from mobile.

Pricing and Risk
Q: Is there a free trial? A: Yes, 14 days free on every self-serve plan. No credit card required. After that you can decide to continue or not.
Q: What plans are there and what do they cost?
A: See the current plans and prices at https://navona.ai/pricing
Q: Can I add features without upgrading my plan?
A: Yes. Add-ons let you add a single feature to a plan, and availability depends on your plan. See the current add-ons at https://navona.ai/pricing
Q: Can I cancel anytime? A: Yes. No contracts, no commitments. Cancel whenever you want.
Q: Is there a setup fee? A: No.
Q: I'm already paying for Klaviyo and other tools. Is this just another expense? A: NavonaAI does something your other tools can't: it focuses on preventing abandoned carts from happening and stops people from leaving in the first place.

Results
Q: Does this actually work? A: Here are real numbers from real stores using NavonaAI. MusicianGoods got 322 extra orders and over 10,000 EUR in extra revenue. Ioaku got 467 extra orders and over $33,000 in extra revenue. MyDrone cut their abandonment rate from 55% to 35% and grew revenue by 119% in two weeks. PurVoda went from 85% abandonment down to 70% and doubled their conversions. There are many other examples. Happy to show you more on a call.
Q: How soon will I see results?
A: Pretty much right away. Once you install NavonaAI and turn on AI Prevention, it starts working on your very next visitors, and it gets sharper as it learns from your store's own data. If someone adds a product to their cart and is about to leave, NavonaAI will step in and try to save that sale. How fast you see actual revenue depends on how much traffic your store gets - the more visitors you have, the faster you'll notice the impact.
Q: How do I know if it's working? A: The dashboard shows you exactly how many interventions were shown, how many were accepted, how many turned into orders, and how much added revenue NavonaAI brought in. No guesswork.
Q: What kind of ROI can I expect? A: It depends on your traffic and average order value. If you get 1,000 visitors a month and 70% abandon their carts, that's 700 lost carts. If NavonaAI prevents even 5% of those, that's 35 extra sales every month. You can use the calculator on our homepage to see your specific numbers.

Common Concerns
Q: I've tried tools like this before and they didn't work.
A: Most tools chase people after they have already left your site. NavonaAI catches people while they are still on the website and before they abandon their cart. Because of this difference, it’s unlikely you have tried a tool that works like NavonaAI before. And with a 14-day free trial, there’s nothing to lose by testing it.
Q: I don't have time to manage another tool. A: You don't have to manage anything. We can set it up for you, set it live and then it just keeps running.
Q: What if I'm already using Klaviyo / Mailchimp for abandoned cart emails? A: NavonaAI complements those tools, it doesn't replace them. Email follow-ups work on people who already left. NavonaAI works on people who are still on your site. Using both gives you the best coverage.
Q: Is my store's data safe? A: Yes. NavonaAI only uses session behavior like mouse movement and cart activity to trigger offers. We don't store payment information or sensitive customer data.
Q: Does it work in languages other than English?
A: Yes. The Prevention Popup shows in your shoppers' own language. The number of popup languages depends on your plan: Starter 1, Growth 2, Pro 5, and Scale and Done-For-You unlimited. Extra Language Packs add more on Starter, Growth and Pro. Built-in translations cover English, Arabic, Bulgarian, Dutch, French, German, Italian, Spanish and Swedish.
Q: Does NavonaAI work outside Shopify?
A: No. NavonaAI is built exclusively for Shopify stores.

Getting Started
Q: What's the first step?
A: You can either install NavonaAI directly from the Shopify App Store or book a short demo call. If you install it, you can get started right away. The demo call is quick and there’s no pressure, we’ll answer your questions and help you see if it’s a good fit.
👉 Install here: NavonaAI: Stop Abandoned Carts (https://apps.shopify.com/navonaai-stop-abandoned-carts)
Q: What happens after I install?
A: A short Getting Started checklist in your dashboard walks you through it: turn on the NavonaAI app embed, turn on AI Prevention in Settings, understand your dashboard, and confirm your email. New stores already get a ready-to-go Basic popup that you can customize in Popup Studio.
Q: Do I need to prepare anything for the demo call?
A: No need to prepare anything. It helps to have a rough idea of your monthly revenue and abandonment rate, but we can figure that out together on the call.

Escalation & Human Support

When to escalate:
If a visitor has a question the chatbot cannot confidently answer, reports a technical issue with their store, has a billing or account problem, or explicitly asks to speak with a human, the chatbot should stop trying to answer and hand off to the support team.

How to escalate:
Tell the visitor: "I want to make sure you get the right help here. Please reach out to our support team directly at support@navona.ai — they typically respond within one business day and will be happy to assist you."

Examples of situations that should always escalate to support@navona.ai:

The app is not working correctly on their store
They are seeing unexpected charges or billing issues
They want to cancel or manage their subscription
They have a technical integration problem
They are an existing customer with an account-specific question
They ask to speak to a human or say the chatbot is not helping
Any complaint or negative experience that needs personal attention
Never guess or make up answers for account-specific, billing, or technical troubleshooting questions. Always escalate those to support@navona.ai.