How our AI answers
Iris answers from your store. Or says it can’t.
Iris is the assistant in Product Q&A. It answers shopper questions on your product pages. Your own answers come first. Then it answers from the product and its customer posts. With nothing to go on, it says so.
Every question, the same three steps.
Iris tries them in this order, every time. The first one that fits gives the answer.
01
Your answer, word for word
Iris compares the question with every answer you have approved, by meaning. A score of 0.85 or more shows your answer exactly as you wrote it.
02
AI grounded in the product
No close match? The AI answers from this product’s details and the customer posts tagged to it. Your five closest answers go in too.
03
“I can’t confirm that”
Nothing to ground an answer in? Iris says so. It offers up to five questions you have answered instead.
What Iris reads before it answers.
When the AI writes an answer, it gets four things about this product. That is all it gets.
What it never reads
- Any product other than the one on the page.
- Your orders, customers or anyone’s personal data.
- The open web. If your store has not said it, Iris cannot.
Your five closest answers
The approved questions and answers nearest in meaning to what the shopper asked.
The product
Its title and the first 500 characters of its description.
Derived attributes
Colours, season, occasions and materials, read from the product and its photos.
Customer posts
Up to five captions from posts tagged to the product, most liked first. A tagged review counts as a post.
What the shopper sees.
Questions sit under the buy box. The answer arrives without leaving the product.
Question chips
Your approved questions for this product, under the buy box. Pinned ones first.
A chat on the page
The product stays pinned at the top, with Add to cart one tap away.
Customer photos in answers
Answers you write can carry customer posts tagged to the product.
Helpful or not
A thumbs up or down on every answer. Iris also suggests up to three follow-up questions.
Talk to a human
The shopper can ask for a person. The conversation is flagged for your team.
The limits it works inside.
These are set in code, for every store. If the AI service keeps failing, Iris falls back to your answered questions until it recovers.
Short answers
Every AI answer stays under 120 words.
Question checks
Questions over 2,000 characters, or that try to rewrite Iris’s instructions, are refused.
Daily AI limit
You set it. Your written answers never count against it. At the limit, Iris offers your answered questions.
Rate limits
One visitor can ask 30 questions a minute at most. Per-address limits stop scripted floods.
We call it Iris. You can call it anything.
Everything Iris says follows settings you own in the dashboard.
Rename Iris
Give the assistant your brand’s name. The chat header shows it, and you write the greeting.
Brand voice and guardrails
Two plain-text boxes: how Iris should sound, and the rules it must follow.
Your answers win
Write, edit, pin and retire answers. Drafts stay hidden until you approve them.
Switch AI off
With AI answers off, only your written answers are shown.
Setting it up? Read the Product Q&A setup guide.
Questions about Iris.
What is Iris?
Iris is the AI in Idukki’s Product Q&A. It answers shopper questions on your product pages. In the dashboard, it drafts answers for you. You can rename it to fit your brand.
Which AI model does it use?
Google’s Gemini models. One finds the approved answer closest in meaning to the question. Another writes an answer when none is close enough.
Does it make things up?
It is built not to. Your approved answers are checked first and shown word for word. The AI only gets this product, its tagged customer posts and your closest answers. When those do not cover the question, Iris says it cannot confirm.
Can it answer about shipping and returns?
Only from what you write. Add an answer about delivery or returns and mark it “apply to all products”. Your guardrails can also tell Iris what never to promise.
Can I rename Iris?
Yes. Set the assistant name in the Q&A widget’s settings, and edit the greeting to match. The chat header shows your name.
What does a shopper see when Iris cannot answer?
A short note that it has no answer yet. Below it, up to five questions you have answered. The question lands in your Unanswered list in Q&A Insights.
How do I stop AI costs running away?
Set a daily AI limit on the Q&A AI settings card. The card shows how much is used today. Written answers never count, and at the limit Iris offers your answered questions.
Where does it work?
On product pages. On Shopify, add the Product Q&A block to your product template. Then paste your Q&A widget’s ID. On other stores, it loads with the same Idukki script as your galleries.
How do I know it helps?
Q&A Insights shows answer rate, CSAT from helpful votes, unanswered questions and every conversation. Orders after a Q&A chat are reported as their own tier, never added to proven orders.
Product Q&A
Answer the question that stops the sale, on the page.
Send us a product URL and we will scan it, draft its questions and answers, and run the chat against your real product in the demo.