Help With RankCrawler Agent
Setup, syncing, the widget, billing — and a direct line to a human when the answer isn't here.
We usually reply within one business day, Monday to Friday. We're based in India (UTC+5:30), so replies to other time zones may land overnight.
For a faster answer, tell us
- Your store domain —
your-store.myshopify.com - What you expected to happen
- What happened instead
- A screenshot, if there's anything to see
That's usually enough to diagnose without a back-and-forth.
From install to live widget
Install the app
Add it from your Shopify admin and approve the read permissions. You'll land on the dashboard at agent.rankcrawler.com, already signed in.
Sync your store
Open Catalogue and run the sync. It pulls products, collections, pages, blog articles and policies, then indexes them. You'll see a count for each category when it finishes.
Set the agent's voice
Under General and Instructions, give it a name, a welcome message, and a short description of your brand. Under Appearance, pick colours, position, font and size.
Turn it on in your theme
Go to Deploy for the link to your theme editor, enable the RankCrawler app embed, and save. Reload your storefront and the widget appears.
Troubleshooting
The widget isn't showing on my storefront
Almost always the app embed is off. In your Shopify admin go to Online Store → Themes → Customise → App embeds, switch on RankCrawler Agent, and save. If you use more than one theme, enable it on the published one. Still nothing? Hard-refresh the page — themes cache aggressively.
The agent says it doesn't know something it should
It only answers from content you've published and synced. Two things to check: that the content actually exists in Shopify (a policy page with no text saved won't index), and that you've re-synced since publishing it. The Analytics tab lists every question it couldn't answer — that list is the fastest way to find gaps worth filling.
I added products but the agent doesn't know about them
Syncing isn't automatic. Open Catalogue and run Re-sync now after you publish anything new. The sync replaces the previous index rather than adding to it, so removed products drop out too.
My sync is stuck or failed
Reload the dashboard first — a finished sync sometimes leaves a stale progress bar in an open tab. If it still reports as running after a few minutes, wait a moment and run it again; a failed job clears itself and won't block a retry. If it fails twice, email us with your store domain.
Can I use one account for several stores?
Yes. Install the app on each store using the same contact email and each one gets its own agent, its own indexed content, and its own plan. Data is never shared between them. Open the app from each store's Shopify admin to reach that store's dashboard.
What counts as a conversation?
One shopper session, however many messages it contains. A visitor asking six questions in a row counts once. Counters reset at the start of each billing cycle, and your current usage is on the Analytics tab.
What happens when I hit my plan limit?
The widget stops replying to new conversations until the cycle resets or you upgrade. Nothing is deleted, and your indexed content stays exactly as it is. You'll see cap usage on your dashboard before you get there.
How do I change or cancel my plan?
From the Billing tab. Subscriptions run through Shopify, so charges appear on your normal Shopify invoice and cancelling takes effect at the end of the current cycle. You keep Pro features until then, and the app drops back to the free plan afterwards rather than switching off.
Does the app change anything in my store?
No. It requests read-only permissions, so it cannot edit products, alter your theme, or create orders. The widget is added through Shopify's app embed system, which you control from the theme editor and can switch off at any time.
What happens to my data if I uninstall?
Your access token is revoked immediately, so the app can no longer read anything from your store. Shopify then sends a deletion request about 48 hours later, and everything we indexed — content, conversations, analytics and settings — is permanently erased. There's nothing you need to email us to make that happen. The privacy policy has the detail.
Can shoppers tell they're talking to an AI?
Yes — the widget is presented as an assistant, not as a member of staff, and it says when it doesn't know something rather than inventing an answer. We recommend mentioning the widget in your own privacy policy so visitors know their messages are processed.
Something else is wrong
Email support@rankcrawler.com with your store domain and what you were doing when it happened. We read every message.