Shopify support: reply drafts or a website chatbot?
Choose between staff-reviewed order reply drafts and a customer-facing website chatbot. Check Shopify data, limits, handoff and exports before adding subscriptions.
One tool may suffice if you only need staff-reviewed order replies or only need a website chatbot. Both may serve separate channels: CaseKit drafts for your staff; Chatonbo answers website visitors and hands off conversations. Shared order lookup does not make those channels interchangeable. Test customer verification, answer quality and the exact plan before moving support.
Suggested jobs: order lookup, support reply drafting and website chatbot. Edit these in the checker to match your channels.
A draft and a visitor answer need different checks
| Workflow | CaseKit | Chatonbo | What to test |
|---|---|---|---|
| Who answers? | Staff review and copy a reply in Shopify Admin; optional Gmail insertion. You send it. [1] | Website chatbot plus live-chat handoff, subject to your configuration. [4] | Choose the channel you need; neither label proves a full helpdesk replacement. |
| Order questions | Read-only lookup and draft; no refund, cancellation or fulfilment action. [1] | Published order tracking, recommendations and stock checks. [4] | Test a wrong reference and customer verification; do not expose another customer’s order. |
| Store and inbox access | One Google account per store for optional Gmail. Shopify Admin works without Gmail. WooCommerce is separate. [2] | Shopify and CRM/helpdesk connections are documented. [5] | Test exact permission scope, field mapping, staff coverage and the inbox you will keep. |
| Before leaving | Keep store records, policies and useful drafts. Check removal and data deletion. [3] | Leads CSV export is listed; conversation-history retention differs across documents. [4][7] | A leads CSV does not prove a complete conversation or configuration migration. |
Billing and limits on the plan you would keep
CaseKit
Free includes 25 drafts/month. Pro is USD 19/month or USD 190 paid yearly, per Shopify store. It lists unlimited template replies and up to 5000 AI attempts/month. An eligible 30 day Pro trial needs Shopify billing approval. Store allowances are separate; staff count does not multiply the subscription. [2]
Chatonbo
Pro is USD 19/month:2 agents,5000 conversations and 2 team members. Business is USD 59/month:2 agents,10000 conversations and unlimited team members. Each additional agent is USD 19/month. A 30 day trial is listed; card and renewal details need signup confirmation. [4]
Check Chatonbo’s official plans ↗
Visit Chatonbo · partner link →
StackDiet may earn a commission at no extra cost to you. Commission does not determine this comparison.
Taxes and platform bills may be additional. Use invoice costs in the review. No mixed-currency total or guaranteed saving is assumed.
Uncertainty to resolve before switching
Chatonbo pricing promises a 30 day refund after the first charge, while its Terms say paid plans are non-refundable except where law requires it. Obtain written confirmation before relying on the guarantee. Pro history is one year on pricing; Privacy describes indefinite retention on paid plans. Check your actual plan and export before cancelling. [4][6][7]
CaseKit’s free reply templates and Pro AI allowances are different. A limited public Chatonbo demo on 18 October 2026 used StackDiet’s public homepage without signup. Two questions about free access and workflow uncertainty were answered correctly. A third question about report download was not answered, and its fallback confused the demo provider with StackDiet. This does not verify Shopify order access, customer identity checks, human handoff, CRM/webhooks, exports, languages or paid-plan behavior. Catalog verification here means a published official capability, not a hands-on product review. Missing mappings remain unknown.
Try three support tasks
- Use synthetic orders for a delivery question, missing tracking and a wrong order reference. In CaseKit, review each draft; in Chatonbo, test the visitor answer and customer verification. No real customer data is needed for this trial.
- Ask an ambiguous policy question and request a refund. Confirm that unsupported facts stay uncertain, staff review is practical and the chatbot hands off with the correct context. Check working hours and the required inbox or CRM.
- On the exact plan, save the drafts, export sample leads and test retrieving conversation history. Record manual corrections, limits, access removal and rebuild work. Keep both only if their separate channels are useful.
Keep the current channel until the trial succeeds. Store records, routing, policies, widget settings and permissions may need to be rebuilt. Saved work and exports are more important than a shared feature name.
Official sources and confidence
Checked 13 October 2026. Advice and trial criteria are editorial. Public-source review only; no customer store or mailbox was connected. Prices and affiliate commissions do not determine recommendations.
- CaseKit: Shopify workflow ↗ · checked 2026-10-13
- CaseKit: plans and permissions ↗ · checked 2026-10-13
- CaseKit: data and deletion ↗ · checked 2026-10-13
- Chatonbo: plans and limits ↗ · checked 2026-10-13
- Chatonbo: integrations ↗ · checked 2026-10-13
- Chatonbo: service terms ↗ · checked 2026-10-13
- Chatonbo: privacy and retention ↗ · checked 2026-10-13