# FAQ

> Short answers to the questions merchants ask most about ShopAssist.

Source: https://shopassist.coec.dk/docs/faq · Updated 2026-10-01

## Which platforms are supported? [#platforms]

Shopify, Magento 2 / Adobe Commerce, WooCommerce and PrestaShop, plus any other store through the [Generic connector](/docs/install/generic). See the [install overview](/docs/install).

## Do I need my own AI key? [#ai-key]

On Free, yes. Paid plans include managed AI conversations, and you can still use your own key. See [choose your AI](/docs/ai/choose-your-ai).

## What counts as a conversation? [#conversation]

A block of up to 30 AI replies with no more than 24 hours between messages. See [what is a conversation](/docs/billing/what-is-a-conversation).

## Can the assistant invent prices or discounts? [#prices]

No. Prices and stock come only from your store data, and discount codes only from codes you registered. See [guardrails](/docs/guardrails/overview).

## Can it cancel orders? [#cancel]

If you enable it and your plan includes it: the shopper must be signed in or verified and confirm on a card, and your platform re-checks every request. See [cancellations](/docs/orders-and-identity/cancellations).

## Which languages does it speak? [#languages]

The widget interface is available in English (en), Danish (da), German (de), Swedish (sv), Norwegian Bokmål (nb), Finnish (fi), Dutch (nl), French (fr), Spanish (es), Italian (it), Polish (pl). The assistant answers in the shopper's language. See [languages](/docs/assistant/languages).

## Where is my data stored? [#data]

In Germany, at Hetzner. See [hosting and architecture](/docs/security/hosting-and-architecture) and [GDPR overview](/docs/compliance/gdpr-overview).

## Do you train AI models on my data? [#training]

No. Neither COEC nor our managed AI providers train or fine-tune models on your data.

## Does the widget need a cookie banner? [#cookies]

The widget works without consent and stores only what is strictly necessary until your consent banner allows more. See [storage and cookies](/docs/compliance/storage-and-cookies).

## How do I talk to a person at ShopAssist? [#support]

Use **Help** in the dashboard or write to [support@coec.dk](mailto:support@coec.dk).