Molin
Molin AI Ltd · Marketing · Business
Molin AI is an ecommerce AI assistant that answers product and order questions, recommends items, and captures leads across web chat, Messenger, Instagram, and email.
About Molin
What Is Molin AI
Molin AI is an AI shopping assistant that a shop adds to its storefront and messaging channels. It reads the product catalog, answers questions about specs, stock, shipping, and returns, then guides shoppers toward a purchase. Molin AI Ltd is a London-based company founded in 2023, and its site reports more than 1,000 customers in over 30 countries.
The product sits between an AI customer support bot and a sales tool. It can look up an order, share a tracking link, cancel or refund a purchase, and collect an email or phone number when a shopper wants a follow-up. Connections cover Shopify, WooCommerce, Shoprenter, UNAS, Shoper, Google Shopping feeds, and custom product feeds.
The limit is scope. It runs inside the channels you connect, so a store with a homegrown helpdesk or a marketplace-only catalog has less to gain. Conversation allowances are finite, and answer quality tracks the accuracy of the product feed and the documents you upload.
Getting Started
- Create a free account at molin.ai and pick your shop platform, or connect a product feed if the platform isn't listed.
- Run the product catalog sync, then check that names, prices, stock, and variants match the live store.
- Write the assistant's instructions: tone, banned claims, return policy, and the tasks it may perform, such as order lookup or cancellation.
- Install the chat widget, then connect Messenger, Instagram, or a support inbox if you want one queue for every channel.
- Test a few real customer questions, review the transcript, and adjust answers before you turn the assistant loose on live traffic.
Product Information
A quick look at Molin's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Small ecommerce teams
- Shopify and WooCommerce store owners
- Multilingual shops
Tasks
- Answering product questions
- Handling order status and tracking
- Cancelling or refunding an order
- Capturing leads
Scenarios
- After-hours questions
- Black Friday and holiday peaks
- Pre-purchase hesitation
Key features
Catalog-Aware Product Search
Molin indexes the product feed and uses it to answer questions with real names, prices, and stock rather than generic advice. AI product recommendations pull from that same catalog, so a shopper can describe a need in plain language and get a short list of matching items. Image search lets someone upload a photo and find the same or a similar product in the store.
Support Actions, Not Just Replies
The assistant can read order status, share tracking links, cancel or refund an order, and run any endpoint you expose through the custom actions API. Each action has rules you set in the dashboard, so a refund only happens in the statuses you allow. This is the difference between an ecommerce AI chatbot that talks and one that closes a ticket.
AI Lead Capture and Customer Records
When a conversation needs a human follow-up, Molin asks for an email or phone number and stores it with the transcript. Leads can push to a CRM, and the customer record keeps orders, notes, tags, and past tickets in one place. The result is a lightweight CRM built from real conversations rather than a separate data entry chore.
Omnichannel Inbox with Human Takeover
Web chat, Facebook Messenger, Instagram, and email all land in one inbox. An agent can jump into a live chat and the AI stops replying until the session ends. Working hours tell the assistant when to promise a human reply, which keeps expectations honest outside business hours.
Brand Voice and Knowledge Training
You set the assistant's name, tone, and boundaries, then add FAQs, PDFs, and web pages for policy details. Custom instructions can ban claims, enforce a return window, or route a topic to a person. The assistant also handles 90+ languages and switches when a shopper changes language mid-chat.
Analytics, Voice, and Phone
Reports show conversation volume, time saved, and sales attributed to chat, with sentiment and response quality checks on higher plans. Voice mode lets shoppers talk to the widget, and the phone agent answers calls, takes messages, and transfers to a human during working hours. Phone support reached every plan in October 2026.
Pros and cons
Pros
- Knows the catalog: answers cite real products, prices, and stock, so shoppers don't get generic copy that ignores what you sell.
- Completes tasks: order lookup, tracking, cancellation, and refunds run inside the connected store instead of ending with a request to contact support.
- One inbox for every channel: web, Messenger, Instagram, and email share a queue, and a person can take over without losing context.
- Free plan and clear tiers: 25 conversations and 500 products cost nothing, and paid plans scale to 1,250 conversations.
- Open APIs: product sync, custom actions, personalization, and a JavaScript SDK cover stores that need more than the default widget.
Cons
- Conversation caps bite: 125 conversations on the $19 Startup plan is thin for a busy store, and Scale adds $0.20 per conversation after its cap.
- Setup depends on clean data: a messy feed or missing policy documents produces vague answers until someone fixes the source.
- WhatsApp and the mobile apps are still marked coming soon, so stores that sell mainly through WhatsApp can't put the assistant there yet.
- The free plan is a test, not a support stack: 25 conversations won't cover a live shop with steady traffic.
Frequently asked questions
Molin AI is an AI assistant for ecommerce stores. It answers product and order questions, recommends items from the catalog, captures leads, and can cancel or refund orders inside connected platforms such as Shopify and WooCommerce.
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