Olvio is built and supported by Topicimes, a company based in Le Mans, France. This article explains how to reach the team, what to include in your message, and when the team is available. To learn more about the team, see Who builds Olvio.

Many common problems already have an answer in this help center, for example The widget isn't showing on my storefront or Olvio gives wrong or generic answers.

The main way to reach us is the support chat inside the Olvio admin. It's available on every page of the Olvio admin, including Plans before you choose a plan.

The team's reply appears in the same chat, so open Olvio again to read it.

The chat's buttons and labels appear in the same language as your Olvio admin.

You don't need to say which store you're on. When the chat loads, Olvio passes it your store's .myshopify.com address, the date your store was added to Olvio, your current plan and your admin language, and the chat also sees which Olvio admin page you're on. It doesn't pass on your shoppers' conversations, your catalog or your API key.

Your support conversations are linked to your store, not to your own staff account, so colleagues who open Olvio see the same conversation history in the chat.

Support is the same on every plan. Olvio doesn't offer phone support.

You can also email the team at [email protected], the contact address published in Olvio's Privacy Policy and Terms of Service. Email works for any question, and it's also the way to reach us when the support chat isn't available:

In your email, include your store's .myshopify.com address, such as your-store.myshopify.com, so we know which store you mean.

For a data protection request, such as getting a copy of your data or having it deleted, email Olvio's Data Protection Officer at the same address. The deletion that follows an uninstall doesn't cover your support conversations, so ask for those too if you want them deleted. See GDPR rights: access, rectify, delete.

You can also reach us from the chat on the English version of olvio.ai (olvio.ai/en), for example before you install Olvio. The chat loads only after you allow it in the cookie settings.

To turn on only the chat, open Manage cookies at the bottom of the page, turn on Chat & support and click Save my choices. Clicking Accept in the cookie banner also turns on the chat, but it turns on analytics and marketing cookies too.

That chat doesn't know which store you have, so include your store's .myshopify.com address if you're already an Olvio merchant.

A few details help us answer in the first reply:

Olvio (Topicimes) staff can view your store's data through an internal, read-only console. It shows the same dashboards, conversation lists, transcripts (with the linked order, where there is one) and Customer question map as your Olvio admin, plus account and operational information such as your plan, install date, attributed revenue and technical health. The console is used only for support, incident diagnosis and service quality control. Access is limited to people Topicimes authorizes, protected by single sign-on, and every access is logged. See What data Olvio stores about your store.

Because of this, if the conversation is recent and still appears in the list on your Conversations page, you don't need to copy its transcript. Otherwise, include the shopper's question and the answer in your message if you have them, since older conversations leave the list over time.

Never paste your Anthropic API key into a message.

The team works roughly from 9 a.m. to 7 p.m. Paris time, Monday to Friday. We often answer in the evenings and on weekends too, but a same-day reply outside these hours isn't guaranteed.

If something is blocking your store, such as the widget no longer working on your storefront or a billing problem, say so in your first message so we can look at it first.

Send bug reports and feature requests through the support chat too. For a bug, add the steps that lead to it, along with the details listed above.