Add the Contact block to your contact page
The Olvio — Contact block answers your shoppers' common questions on your contact page before they write to you: delivery, returns and exchanges, refunds, payment, warranty and your policies. It shows an Expert name, a Hook question and 1 to 6 questions shoppers can click, and it opens the same chat panel as the widget on your product pages.
Before you start
The block works on the Starter, Growth and Scale plans. It only appears on your storefront while you're subscribed to a plan, including during your free trial.
Your theme must be an Online Store 2.0 theme, as for the block on your product pages.
Connect your Anthropic API key: the answers use your own key. Without a key, sending a message shows an error message. See Connect your Anthropic (Claude) API key.
The block answers from what your store has written: the store policies, pages and blog articles Olvio reads, your knowledge files and your business description. See How Olvio reads your store pages, blog articles and policies and Add knowledge files and web pages to Olvio's knowledge base.
Add the block in the theme editor
From your Shopify admin, go to Online Store.
Find your published theme, then click Edit theme. If you add the block to another theme, it shows on your storefront only once that theme is published.
Open the page menu at the top of the editor (it shows Home page) and select the page template your contact page uses.
On the sidebar, click Add section, or Add block inside the section where you want the block.
From the drop-down menu, in the Apps section, select Olvio — Contact.
Drag the block into position if needed, for example above your contact form, then click Save.
The block is only available on page templates. It shows on every page that uses the template you add it to, so add it to a template used only by your contact page.
The block uses your Appearance settings, such as colors, font and avatar. To give this block its own colors, check Use custom colors for this block in its settings in the theme editor.
If the block isn't in the list, see Cannot find the Olvio block in the theme editor.
Set the expert name, hook question and questions
Open Widget in the Olvio app menu and click Configure on the Contact card.
In Contact block, edit the Expert name, the small uppercase text above the hook question (up to 40 characters), and the Hook question, the title above the questions (up to 80 characters).
Edit the questions. Click Add a question to add one, up to 6, and Remove to delete one. To change the order, drag a question by its handle or use the arrow keys. Each question can be up to 120 characters and can't contain links or HTML.
Click Save in the save bar. The message Contact block saved appears.
Until you save your own content, the block shows the default expert name, hook question and questions in your store's language, for example Customer service and A question before you write to us? in English, with three questions about delivery, returns and refunds. If your store's language isn't English, French, German, Spanish, Italian or Portuguese, the block shows no questions until you add your own. If you leave the Expert name or Hook question empty, the block uses the default in every language.
Languages
When you save, Olvio translates the expert name, hook question and questions into the other languages your widget serves, using your Anthropic API key. If a language still has no translation, the page shows Some languages are not translated yet, with a Translate now button when your key is connected. Until then, shoppers browsing in that language see the default content for their language, or no questions. To choose the languages your widget serves, see Multi-language: choose which languages your widget serves.
How the block answers
It answers only from what your store has written. When the answer isn't there, it says it doesn't have that information and tells the shopper they can write to your team using the contact form on the page.
It can't see orders, parcels, payments or refunds. For a question about a specific order, it gives the general information it has, then points the shopper to the contact form.
It never asks for an order number, an email address, a name, a phone number or a postal address.
It doesn't show product cards and doesn't add products to the cart.
Conversations and privacy
Contact page conversations appear on the Conversations page, marked Contact page. See Read your Conversations list and transcripts.
On the Dashboard, they count in Engaged visitors, but not in the Olvio conversion, add-to-cart and engagement rates, which cover your product pages and the Olvio Advisor.
They don't appear on the Unanswered tab or in the Customer question map.
Before a message is stored, Olvio replaces email addresses, phone numbers and card numbers with a placeholder, as in the rest of the chat. On the contact page, it also replaces order numbers, confirmation codes and postal addresses.