FAQ: BOOX

It’s usually one of these, in this order:

• BOOX is off in your theme — on the Settings tab, click Open the theme editor. There, under App embeds, turn BOOX on and save.
• The popup or the product is switched off — on the Settings tab, both Show the popup on your product pages and the product’s own switch on the list need to be on. A product can be switched on only once it has three questions with answers. After any change, click Save.
• It isn’t the page of a product you chose — the popup shows only on the product pages on your list, never on the home page, a collection or the cart.
• Not enough time has passed — by default it opens after 30 seconds on the page. The count starts once the page has finished loading, and pauses while the tab is in the background.
• It already showed this visit — it opens by itself once per visit, for the whole store, not once per product.
• The product is already in your cart — then time and scrolling don’t open it; only the cart trigger does.
• No trigger is on for this device — check the Triggers tab. If the phone has its own rules, check those too.
• This month’s 50 answers are used up — on the Starter plan the popup is paused until the 1st of next month, store time, or until you upgrade to Premium. The top of the app then shows a red band.

Beside the live preview in the editor there’s a Test in store button. It opens the product’s page in your store, and the popup appears at once — without waiting for a trigger, even if you’ve already seen it this visit.

A small sign on the page says it’s a preview, and none of it goes into your Insights.

If the button is greyed out, hover over it to see why.

While the popup is paused on the Starter plan, Test in store doesn’t show it either.

A change reaches your store only after you click Save.

After saving, publishing to the store takes a few seconds, and until it’s done the editor says it’s publishing. If it says the store isn’t updated yet, click Save again.

Then reload the product page in your store. The popup opens by itself only once per visit, so Test in store is the easiest way to check.

Yes. BOOX comes into your store as an app embed, and Shopify supports app embeds in every theme, new and old. There’s no block to add to the page and no code to touch: you turn BOOX on in the theme editor, under App embeds.

The popup is styled apart from your theme, so the theme almost never changes its sizes, spacing or colors. By default it takes your theme’s font, and on the Design tab you can choose another.

On the Settings tab, turn off Show the popup on your product pages and click Save. Within seconds the popup is gone from every page, and your settings and questions stay for next time.

To turn off just one product, switch it off on the product list and save.

The regular popup opens in the middle of the screen, doesn’t block scrolling, and closes with its close button.

The small bar can be moved: on the Design tab, under Position, pick a side, right or left, and the height.

It also moves up by itself over a bar pinned to the bottom of the page — a sticky add-to-cart bar, a chat button or a cookie banner — and hides while a cart drawer or a menu is open over it.

You decide, on the Triggers tab. There are three: Time on page (30 seconds by default), Scroll depth, and Added to cart, not checked out. The popup opens as soon as one of those that are on is met.

In each visit it opens by itself only once, for the whole store rather than once per product — unless you turned on Let them answer again.

Yes. On the Triggers tab, turn off Same rules on desktop and phone, and each device gets its own triggers.

The sign that a shopper is about to leave the page works on desktop only, because it reads the mouse. On the phone, under Added to cart, not checked out, also tick Wait after they add it.

A phone held sideways counts as a phone.

You choose the template on the Design tab:

• Regular popup — when a trigger is met, it opens by itself in the middle of the screen, with the questions.
• Small bar — when a trigger is met, a small bar appears at the side of the screen, and the questions open only when the shopper clicks it.

Both have the same questions, the same answers and the same buttons, and neither blocks scrolling.

No. The popup’s Add to cart button takes the shopper to your store’s own buy button on the page, so they can pick a size or color and add it themselves. The popup never adds to the cart or chooses for the shopper.

Not noticeably. A small BOOX file loads on your store’s pages, and the popup waits until the page has finished loading before it does anything. The popup and its design load only on the product pages you chose.

On the Content tab, with the product chosen, it says what happened:

• The questions could not be written — click Try again.
• Too little on the page — the questions are written only from what your product page and your store’s policies say. Add a description to the product in Shopify, then click Try again.

Either way, you can click I’ll write them myself and write the three questions and answers yourself.

From your product page and your store’s shipping and returns policies. The answers are written only from what’s there, and you can change any word on the Content tab.

Once you click Save, three questions and answers are written for it from its page. Several products are written one after another, and you can close the page meanwhile.

When its questions are ready, switch the product on in the product list and save — then the popup shows on its page.

On the Content tab, choose the product. Type a question straight into its field, and an answer once you’ve opened it. When you’re done, click Save.

Drag the questions to change their order, and when there’s a reserve question you can swap one for it. Every product always has three questions.

An answer the app wrote has three styles: Regular, Professional and Friendly. Switching to another style shows that style’s original wording, and a change you typed in the previous style isn’t kept.

No. The questions are written once, when the product is added, and from then on they’re yours. If something on the page changed — a delivery time or a size, say — update the answer on the Content tab and save.

A fourth line in the popup, under the three questions, for a shopper whose question isn’t there. Choosing it opens a box where they write their question, up to 80 characters. If you turned on An answer instead of a form, they read an answer you wrote in advance instead.

What shoppers wrote shows on Insights: in the By question view, open the product, and beside it is what they wrote in Other.

The option, its words and its answer are set on the Content tab.

On the Content tab, select words in an answer with the mouse and click Highlight. In the popup they show highlighted.

An answer can have up to two highlights, and each one stays within one line. To take a highlight off, select it and click Remove highlight.

The highlight’s color and its style — Regular, Underline or Frame — are chosen on the Answers stage. They’re the same across the whole popup.

Hebrew or English, by product. The questions are written in the language of the product’s description, and each product gets its popup in the language of its questions — the title and the buttons too.

In a store with products in both languages, the popup’s own words are edited for each language: choose a product in that language, and the fields switch.

Data comes in only when shoppers see the popup on a product page. Worth checking:

• The popup doesn’t show in your store yet — see the first question under Setup and switching on.
• The popup is paused — on the Starter plan, after 50 answers in a month the popup doesn’t show, so nothing is collected until the 1st of next month or until you upgrade.
• You tested it yourself — what opens from Test in store or in the theme editor isn’t counted.
• The period is short — on Insights you can choose 30 or 90 days, or a custom range.
• Shoppers leave before it opens — by default the popup opens after 30 seconds. A shopper who leaves sooner never sees it, and you can shorten the time on the Triggers tab.
• The shopper declined data collection — a shopper who declined in your store’s privacy banner isn’t counted.

• Shown — how many times the popup appeared to shoppers.
• Answered — how many shoppers picked a question.
• Closed — how many shoppers closed the popup before picking a question.
• Answer rate — how many answered, out of the times it was shown.
• Bought after answering — how many shoppers who answered completed an order from that same cart within 7 days of the answer.

In the By question view you see, for each question, how many picked it and how many of them bought.

At the top of Insights, choose a period: Today, 7 days, 30 days or 90 days. In Custom range, pick one day, or a first and a last day — up to a year in one range, and up to two years back.

Days are counted in your store’s time zone in Shopify.

On Insights, in the By question view, a question that was answered has a bin button beside it. It opens a small panel, where you press and hold Hold to delete until the button fills.

The answers to that question on that product are deleted, from every period, and can’t be brought back. The count of times it was shown doesn’t change.

The popup never asks shoppers for a name, an email, a phone number or payment details. If your store’s privacy banner works with Shopify’s privacy tools, we respect it: a shopper who declined data collection isn’t counted.

The details are in the privacy policy, linked on this page.

The data about visits — when the popup appeared, what was answered, what was written in Other and what was bought — is kept for about two years: 24 months from the month it was recorded. Then it’s deleted automatically.

Your settings and questions are kept for as long as the app is installed.

The popup leaves your store, and question writing stops. Your settings, questions and data are kept for about 48 more hours — reinstall within that time and everything is back as it was.

After that, Shopify sends us a deletion request, and all of your store’s information in BOOX’s database is deleted. Only a record of what writing the questions cost us stays, without your store’s address or products. Messages you sent us stay in our support inbox until you ask us to delete them.