Two related sales skills live under Upsells & discounts: Chat upsell, which suggests add-ons at the right moment in a conversation, and Discount offers, the pre-approved codes Arbyn can bring up and apply for a shopper. Both work the same way underneath: you configure the offer and the conditions, and Arbyn decides, turn by turn, whether it fits.
Chat upsell
What it does
Chat upsell lets you set rules like "when a snowboard lands in the bag, recommend goggles and boots, with 10% off." Arbyn then offers those add-ons in the conversation automatically, at the moment they're most relevant, rather than you having to script the suggestion yourself.
Where to find it
Go to Sales, Chat upsell.
Setup (step by step)
Tap New upsell rule.
Give it a name (internal only; customers never see it) and choose when to offer it: after a customer adds a triggering product to their bag, or when they simply ask about one.
Pick the triggering products (what causes the rule to fire) and the products to recommend (up to five).
Optionally attach a discount to sweeten the offer, and a separate follow-up discount to offer if the customer passes on it the first time.
Set a priority. When more than one rule matches the same product, the higher number is evaluated first, exactly like your bundle and discount priority elsewhere.
Set max offers per conversation, and toggle Active, then save.
How it works
The discount to attach and follow-up discount menus only ever list discounts Arbyn can actually use in chat: ones where you've turned on Show in: Chat, that are currently active in Shopify, and that haven't expired. That means anything you see in the menu really will apply when the upsell fires; there's no way to accidentally attach a dead or hidden code. If none of your discounts qualify yet, the menu tells you so and points you to turn on Show in: Chat for one first, from Discount offers.
An upsell is a suggestion Arbyn makes in the flow of the conversation. The shopper stays in control, and Arbyn respects your max offers per conversation cap, so it won't keep pitching the same add-on after it's already been turned down that many times. Once a shopper has already added one of the recommended products to their bag on their own, the rule stops suggesting it, since there's nothing left to upsell.
Good to know
An existing upsell rule keeps working even if the discount it referenced later becomes ineligible. The rule itself still loads and saves normally; it simply won't offer that discount again until it's eligible.
Priority decides the order Arbyn checks rules in, not how many rules can fire. Multiple eligible rules can still be relevant across a single conversation; priority only settles which one gets checked first when they'd otherwise overlap on the same product.
Discount offers
What it does
Discount offers are the pre-approved codes Arbyn can bring up during a conversation and apply directly to a shopper's cart when the moment fits. You decide what each offer is, the conditions that must be true before Arbyn brings it up, and how many times it can repeat the same code in one conversation. Arbyn never invents a code: it only ever uses what you've configured here.
Where to find it
Go to Sales, Discount offers.
Setup (step by step)
Tap Add offer.
Choose the type: Code (a shopper enters it at checkout, though Arbyn usually applies it for them automatically) or Automatic (applies by itself in Shopify, with no code at all). Arbyn creates the real discount in Shopify for you either way; you don't need to go create it there first. Type can't be changed once you've created the offer.
For a Code discount, enter the code you want (Arbyn creates it in Shopify for you). Give it an optional label to help you recognize it internally.
Set the percent off, or toggle Free shipping instead.
Set the active dates: when it starts (leave blank to start immediately) and when it ends. An end date is required unless you explicitly choose No end date, so a discount can never silently keep working forever without you meaning it to.
Choose Show in: Off, Perks (the widget's Perks tab only), Chat only, or Both. This is the one switch that decides whether shoppers can ever actually see or receive this discount; a new discount starts hidden everywhere until you choose here.
Set any conditions: a minimum cart total, the customer's status (new, repeat, VIP, at risk, and so on), how long they've gone quiet in the conversation, or a specific product in their cart. Leave everything blank for "always offerable."
Set Max offers per conversation (1 to 5), then save.
How it works
This page lists every live discount in your store, not only the ones you create through Arbyn. Every discount you already have in Shopify shows up here too, kept in sync automatically, starting hidden from shoppers (Show in: Off) until you decide it's one Arbyn should be allowed to use. That's deliberate: it means you get to choose, one at a time, which of your existing discounts Arbyn can bring into a conversation, rather than everything being available by default.
When you create a new one from this page, Arbyn creates the real discount in Shopify for you at the same time, so there's nothing to set up separately in your Shopify Discounts page first.
When a customer asks about a discount, or Arbyn senses the moment is right, it picks the first offer whose conditions genuinely match the current conversation, confirms with the shopper before applying it, and updates their cart directly. The shopper sees a plain confirmation in chat, for example that the code was applied and what their new total is.
Whichever way a discount ended up on this list, its status here always reflects the real, current state in Shopify, whether that's Active, Expired, Scheduled, or Deleted, rather than a flag that could quietly disagree with what's actually happening in your store.
Automatic discounts work a little differently. Since they have no code, Arbyn can only mention them to a shopper (letting them know the discount is already reflected in their price); it never "applies" an automatic discount itself, because Shopify already handles that on its own.
Good to know
A discount only reaches shoppers once you've chosen Show in. Creating one doesn't automatically expose it anywhere; that's a separate, deliberate step.
An end date is required unless you say otherwise. This exists specifically so a discount can't be left running indefinitely by accident.
Every discount you see on this page is a live mirror of what's really in Shopify. Its status always reflects reality, so what you see here is what shoppers can actually get.
An Automatic discount, and any discount with conditions attached, won't appear as a card on the widget's Perks tab, even if you've turned on Show in: Perks for it. A Perks card needs something a shopper can simply copy, and an automatic discount has no code to copy; a conditional discount stays in chat instead, where Arbyn can confirm the condition is actually met first. Either kind still works in chat exactly as configured.
Editing or deleting a row on this page acts on the real Shopify discount behind it, not just Arbyn's own record of it. This is true even for a discount you originally created directly in Shopify yourself and that later showed up here on its own: once it's on this list, editing its details or deleting the row changes or removes the real discount in Shopify too. If you'd rather manage a particular discount only from Shopify itself, the safest approach is to leave its Show in set to Off here and make changes in Shopify directly.
FAQ
Can the agent stack a discount with other codes a shopper already has? Applying a discount code replaces what Arbyn adds for its own offer; it isn't designed to layer multiple unrelated codes together in one conversation.
What happens if I delete a discount's row here instead of in Shopify? It deletes the real discount in Shopify too, not just Arbyn's record of it, even for a discount you originally set up directly in Shopify yourself. If you'd rather remove Arbyn's ability to use a discount without touching the discount itself, set its Show in to Off instead of deleting the row.
Can I see which offers have actually been applied? Yes. Successful discount applications and upsell offers both show up in that conversation's own event timeline in your inbox, alongside the rest of the chat.
Do I need a separate discount for Chat upsell and for Discount offers, or can I reuse one? You can reuse the same discount. An upsell rule's discount dropdowns simply pull from the same Discount offers list, filtered down to ones eligible for chat.