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Every sentence NextIntent shows is your store speaking. The shopper does not see an app; they see a line on your product page in your store’s voice. So the app gives you one place to read every sentence it said this month, newest first, and a button on each one that stops it being said again.

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Where it is

What we said in the app’s left-hand menu, after Moments. Home links to it from the Shoppers we helped card (“See what we said”) and from the Latest moments card (“Everything we said”).

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What the page shows

One row per sentence a shopper saw this month, newest first. Each row has:
  • The page the shopper was on, which opens the full moment, and when.
  • Why they were stuck, in the same words as Reasons: “Choosing a size or color”, “Hunting for a discount code”.
  • The sentence, in the dark box exactly as the shopper saw it. If the chat opened instead of a card, the row says “Opened the chat with this note” above it.
  • What happened next: Bought, Kept browsing, Left, or “Not known yet” for the first half hour.
  • Don’t say this, the button.
Only sentences a shopper actually saw are listed. A card the app composed but the shopper never saw, because they left or went into checkout first, is not something you said, so it is not here. See What “helped” means.

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Don’t say this

Press it on any row and three choices open:
  • Wrong fact. The sentence states something that is not true for your store. “Returns are open for 30 days” when sale items are 14.
  • Wrong tone. True, but not how your store speaks.
  • Should have stayed quiet. True and fine, but this shopper did not need it.
Under the choices are two optional boxes: Say this instead, for the sentence you would rather we said, and a note for anything we should know. Then one button, which reads Stop saying this when the first box is empty and Say mine instead when it is not.

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If you leave “Say this instead” empty: a mute

The sentence goes onto your store’s list of sentences never to say. The engine checks that list before it composes anything. It blocks by meaning, not only by spelling: “Returns are free within 30 days” and “Returns are free for 30 days” are one sentence to a shopper, so both are blocked. The row turns grey with a line through it and says “Noted. We will not say this again.” A mute is a mute, not a rewrite. In that moment the app says the next true thing that fits (the size note, the free-shipping gap, the delivery promise), and if nothing fits it stays quiet. It never invents a replacement. So if the fact behind the sentence was right and only the wording was wrong, give us the wording: that is what the second box is for.

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If you fill in “Say this instead”: your words

Your sentence is kept beside ours as a pair: “instead of X, say Y”. From then on, whenever the app would have said X (or something that means the same), it says Y. The row says “Noted. From now on we say your version instead, once it passes the same checks as ours.” That last clause matters. Your sentence goes through every check ours do before a shopper sees it: it may not tell the shopper they were watched, may not mention a discount while discounts are off, may not say returns are free unless your policy does, and may not say an order ships free when the cart is under your free-shipping line. If it fails a check, the app stays quiet in that moment rather than say something your own facts contradict, and Settings tells you why: “We could not say your version because it says this order ships free and the cart is under the line.” Edit the sentence there, or fix the fact it rests on.

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If the fact itself is wrong: fix the fact

Most wrong sentences are a wrong fact wearing words. Muting the sentence hides it; it does not change what the app knows, and the same wrong fact can surface in another sentence. The Wrong fact choice shows the three places a fact lives, with links:
  • Returns. The day count comes from your refund policy in Shopify (Settings → Policies). Change the number there and every returns sentence corrects itself at the next read.
  • Delivery promise. A line you typed on Settings → What it may say. Edit it there.
  • Product notes. The NextIntent note on the product itself, in Products. Edit the note and the card for that product changes with it.
Fix the fact first. Mute or replace the sentence only when the fact is right and the sentence is not.

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What is kept

  1. The mute or the pair goes onto your store’s facts sheet, which the engine reads before it composes. Fifty mutes and fifty replacements at most; the newest are kept.
  2. Your reason and note are kept with the sentence and the moment, so a pattern can be read later: three “wrong fact” notes about returns say the return window the app read from your policy is wrong.
  3. The count at the top of the page updates: “You’ve changed 2 sentences, 1 with your own words”, with a link to the list.
The lists live on Settings → What it may say → Sentences we will not say. A muted sentence has Allow again; a replacement reads “Instead of X we say Y” with Edit and Allow the original again.

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Why this exists

A wrong sentence about your returns policy, said once to one shopper, is the kind of thing that makes an owner turn an app off for good. The reviews in this category say so in plain terms. The control is here so that the first wrong sentence costs you one click, not the whole tool, and so that the app learns your store’s exceptions from you instead of guessing. It also keeps the sentences honest in the other direction. Reading them all in one list, you see what your store has been saying, how often, and whether it sounds like you. If it does not, What it may say is where you change the facts it draws from, and this page is where you stop the ones you do not want.

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What it does not do

A mute does not stop the app from speaking about that subject with a different fact. Blocking the returns sentence leaves the free-shipping gap and the size note available. What it will not do is say the muted sentence or a close cousin of it, however it is composed. It does not reach back in time. An order already counted against that sentence stays counted; the charge for it stays on the invoice. See Refunds and currency for how a wrong charge is handled. A replacement is not a free pass. Your sentence is checked against your facts every time, so a replacement that was true in June and false in July (a free-shipping line you later removed) stops running on its own, and Settings says why.