Formo Support
An AI customer support chatbot for online stores — installed with one script tag, powered by your own AI key.
Updated 10 Aug 2026 · Hosted · BYOK
System mark
v2.0.0
Setup
15 min
Delivery
Hosted
The problem
Most support tickets are the same four questions.
Where is my order, can I change my address, how do returns work, has it shipped. Every one needs a human to open the store admin, find the order, and type a reply. At 40 tickets a day that is most of someone's job.
- Hours per day on repeat questions
- Slow replies during evenings and weekends
- Inconsistent answers between team members
- Refund requests that escalate while waiting
The product
Handle the repeats. Escalate the rest.
Customers chat on your site. The bot answers from your policies and, when Shopify is connected, from real order data. Guardrails block invented facts, refunds outside your limits, and unapproved links. Anything it is not confident about is escalated with the transcript attached.
- Replies in seconds, around the clock
- Consistent tone and policy on every answer
- Humans only see conversations that need judgement
- Full activity log of every conversation and guardrail outcome
Differentiator
Fifteen guardrail checks before anything reaches a customer
Models invent. Formo blocks invention. Every draft is verified against tool evidence and your written policies. Failures escalate instead of sending fiction.
Groundedness check against tool evidence and policies
Invented order numbers and tracking numbers blocked
Refund and discount authority caps enforced
Banned phrases, reply length, and allowed link domains
Dry Run so visitors never see drafts until you go live
How it runs · 06 steps
From visitor message to guarded reply
01
Visitor opens chat on your site
The embeddable widget loads from one script tag with your site id.
02
Message classified and checked
Length limits, injection flags and conversation caps run before the model runs.
03
Order and policy context loaded
Optional Shopify order tools and your written policies ground the answer.
04
Reply drafted with your AI key
Formo decrypts your key server-side only and calls your chosen provider. Inference is billed to you, not Formo.
05
Fifteen guardrail checks
Groundedness, invented orders, tracking numbers, refund caps, banned phrases, and more. Failures block the send or escalate.
06
Streamed to the visitor and logged
The visitor sees a grounded reply or a graceful handoff. Full evidence lands in Activity.
What you customise
Appearance, copy, policies, safety limits and integrations — all from the dashboard.
Hosted chatbot and dashboard
Appearance, behaviour, AI keys, Shopify connection and activity in one place.
One script tag install
Paste into Shopify, WooCommerce, Squarespace, Webflow or any other site.
Bring-your-own-key for four providers
OpenAI, Anthropic, Google and Groq — encrypted at rest, never in the browser.
Fifteen-check guardrail engine
Deterministic safety limits plus groundedness verification before answers reach a customer.
Shopify order connector
Read-only order and customer scopes so answers cite real data.
Twelve months of product updates
The hosted product keeps improving during the update window on your licence.
Integrations
You connect your own accounts. AI keys are encrypted at rest and never shipped to the browser.
- Shopify · optional
- OpenAI, Anthropic, Google, or Groq
Install steps
Total · 15 min
01
Buy and claim your licence
Checkout emails a licence key. Open the dashboard and claim it with your purchase email.
~3 min
02
Paste the script tag
Copy the one-line embed from Setup and add it to your site. Connected status flips when the widget loads.
~5 min
03
Connect your AI provider
Paste your API key once. It is encrypted server-side and never returned to the browser.
~3 min
04
Set tone, policies and safety limits
Returns, shipping, refunds and banned phrases. The bot may only quote what you write here.
~3 min
05
Test in Dry Run, then go live
Drafts and evidence appear in Activity while visitors see a safe notice. Flip Live when ready.
~1 min
Questions
Plan detail is on pricing.
One product: Formo Support, an AI customer support chatbot for online stores. Standard is £149 one-time (1 site, 2,000 conversations/month). Plus is £299 one-time (3 sites, 10,000 conversations/month).
In Dry Run, visitors never see generated replies. When Live, guardrails and your confidence threshold decide what goes out; uncertain turns escalate.
Yours. Bring an OpenAI, Anthropic, Google or Groq key. Formo does not bill for inference.
No. Formo Support is a hosted product. You paste one script tag and configure everything in the Formo dashboard.
The widget degrades to a contact-capture form for the rest of the month. No surprise charges.
It escalates with the full transcript so a human can take over.
Next step
Get Formo Support.
One-time purchase. Your AI key. Fifteen guardrails. Under 15 minutes to first install.