shopify/Status & Connection Health

Status & Connection Health

The Status page provides a real-time view of your Intufind connection health and technical details. Use this page to diagnose issues and verify your setup is working correctly.

Navigate to Apps → Intufind → Status in your Shopify admin.

Status page overview

Connection Status

The status page shows three key connection indicators:

Shopify Store

StatusMeaning
ConnectedApp is properly installed and authenticated
ErrorInstallation issue (try reinstalling)

This should always show "Connected" if you can access the app.

Intufind Cloud

StatusMeaning
ConnectedSuccessfully communicating with Intufind's servers
Not ConfiguredSubscription not active or setup incomplete
ErrorConnection problem (check network or contact support)

Subscription

StatusMeaning
ActiveSubscription is active with plan name shown
TrialOn free trial with days remaining
InactiveNo active subscription
CancelledSubscription has been cancelled

Connection indicators

Technical Details

The status page displays technical information useful for troubleshooting:

FieldDescription
Shop DomainYour Shopify store URL
Workspace IDYour unique Intufind workspace identifier
Publishable KeyAPI key used by the widget (truncated for security)
API EndpointThe Intufind API URL

Technical details

When to Share These Details

When contacting support, you may be asked for:

  • Workspace ID — Always safe to share
  • Shop Domain — Always safe to share

Never share your full Publishable Key publicly.

Dashboard Link

If your subscription is active, you'll see a link to the Intufind Dashboard. The Dashboard provides:

  • Widget styling and customization
  • Prompt and behavior configuration
  • Analytics and insights
  • Live agent handoff setup

Click Open Dashboard to access these features.

Diagnosing Issues

Widget Not Appearing

Check these in order:

  1. Subscription Status — Must be Active or Trial
  2. Cloud Connection — Must be Connected
  3. Theme App Embed — Must be enabled in theme settings

If all show connected but widget still doesn't appear:

  1. Go to Online Store → Themes → Customize
  2. Click App embeds (bottom left)
  3. Verify Intufind Chat Widget is toggled on
  4. Click Save
  5. Clear browser cache and refresh your storefront

Search Not Working

If searches return no results:

  1. Check Cloud Connection — Must be Connected
  2. Verify Content Synced — Go to Knowledge page, check Items Synced count
  3. Confirm Searchable — Products must have Searchable toggle enabled
  4. Wait for Indexing — New content can take 1-2 minutes to become searchable

Chat Not Responding

If the chat widget opens but AI doesn't respond:

  1. Check Subscription — May have hit message limit
  2. Check Cloud Connection — Network issues
  3. Try Again — Temporary issues usually resolve quickly

"Not Configured" Status

If Cloud shows "Not Configured":

  1. Go to Subscription page
  2. Start or renew your subscription
  3. Wait for setup to complete (usually seconds)
  4. Return to Status and refresh

Common Error Messages

"Connection Timeout"

Cause: Network issue between Shopify and Intufind servers.

Solution:

  1. Wait a few minutes and refresh
  2. Check if Intufind status page shows any outages
  3. Try from a different network/device

"Invalid Credentials"

Cause: Workspace configuration issue.

Solution:

  1. This usually resolves automatically
  2. If persistent, uninstall and reinstall the app
  3. Contact support if issue continues

"Subscription Required"

Cause: No active subscription.

Solution:

  1. Go to Subscription page
  2. Start a subscription or trial
  3. Wait for activation

System Status

For real-time Intufind system status and any ongoing incidents, visit:

status.intufind.com

Subscribe to status updates for notifications about:

  • Scheduled maintenance
  • Service incidents
  • Performance issues

Getting Help

If you can't resolve an issue:

Before Contacting Support

Gather this information:

  1. Screenshot of the Status page
  2. Your Shop Domain
  3. Your Workspace ID
  4. Description of the issue
  5. Steps to reproduce

Contact Options

  • Email: support@intufind.com
  • Dashboard: Use the help widget in the Intufind Dashboard
  • Documentation: Search our docs for answers

Response Times

  • Trial users: 48-72 hours
  • Personal/Starter: 24-48 hours
  • Professional/Enterprise: Priority support, same business day

Next Steps