Support
Common questions and how to reach us.
Frequently asked questions
How do I install Pause?
Install Pause from the Shopify App Store. Once installed, open the app from your Shopify admin, create a goal describing what you want to learn, and Pause handles the rest. The feedback widget appears on your storefront automatically.
Does Pause slow down my store?
No. The Pause script is under 18KB and loads asynchronously after your page content. It does not block rendering or affect your store's load time.
What triggers a question to appear?
Pause monitors browsing behavior — time spent on a page, scroll depth, and page type. Questions can appear after a shopper dwells on a product page (45+ seconds), shows signs of leaving checkout, or completes a purchase. You don't configure triggers manually; Pause determines them from your goal.
Do shoppers have to answer?
No. The widget starts as a small, unobtrusive dot in the corner of the page. Shoppers only see the question if they hover or tap the dot. Responding is entirely voluntary.
Can I offer discount codes as incentives?
Yes. You can configure a nudge code (shown before the shopper responds, to encourage participation) and a reward code (shown after they submit feedback, as a thank-you). Both are optional.
What happens to voice responses?
Voice responses are transcribed to text and then analyzed the same way as text responses. The audio is processed by OpenAI Whisper and is not retained long-term.
How does Pause group responses into insights?
Pause uses AI to classify each response into a theme (e.g., "shipping cost concerns" or "product quality praise"). Themes are created and updated automatically as responses come in. You see response counts per theme and sample quotes.
Can I use Pause on a non-Shopify store?
Not currently. Pause is built as a Shopify app and requires a Shopify store to function.
What data does Pause collect from my customers?
Browsing signals (dwell time, scroll depth, page URL, device type) and voluntary feedback responses. No personal data, cookies, or cross-site tracking. See our Privacy Policy for full details.
How do I cancel?
Uninstall Pause from your Shopify admin at any time. If you're on a paid plan, billing stops at the end of the current period. Your data is deleted within 30 days.
Need more help?
If your question isn't covered above, reach out directly. We typically respond within 24 hours.