Shopify
The Shopify AI customer service agent that answers on every channel
One assistant reads your Shopify orders and answers "where is my order" on your store chat, WhatsApp, email and phone. When a question needs a person, it lands in one inbox for your team.
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The problem
The same question, all day.
Order status questions fill your inbox, and each one means opening Shopify, finding the order and copying a tracking link.
Customers pick their own channel.
One asks on Instagram, another on WhatsApp, another by email. You end up checking five places.
Nights and weekends.
Orders keep coming in when your team is offline. So do the questions.
How it works
- A customer asks "Where is my order #1024?" on WhatsApp, chat, email or a call.
- The assistant looks up the order in Shopify: status, tracking, shipping address andrefund details.
- It replies on the same channel with the answer and the tracking link
- If the customer wants to change an address, return an item or speak to someone, ithands over. The conversation appears in your Inbox under "Needs you", with theirShopify orders shown beside it.
- If the issue needs follow-up, the assistant opens a ticket so nothing gets lost.
- Behind the scenes, automations react to Shopify events, for example messaging acustomer on WhatsApp when their order is fulfilled.
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What it handles
Order status and tracking
across every channel, from live Shopify data.
Refund and return questions
with the refund details from the order
Product questions
answered from your own knowledge: sizing, materials, shipping times, policies.
Several stores
each assistant set to the store it serves.
Order event messages
Triggers for order placed, paid, cancelled, fulfilled, refund issued, return requested and new customer
Abandoned cart recovery (launching soon)
A friendly WhatsApp or SMS nudge to shoppers who left items in their cart, with a link back to checkout.
Daily reports
An agent can pull yesterday's Shopify sales into a Google Sheet every morning and post a summary.
Channels
Website chat, WhatsApp and email first, then phone for stores that take calls. Thesame assistant answers on all of them, with one set of instructions. Instagram andFacebook messages can be answered by a background agent that uses the sameknowledge.
Setup in four steps
Create an assistant from the Customer support template, or describe it in a sentence.
Connect Shopify under Tools with an Admin API token that can read customers and orders.
Add your policies and FAQs to Knowledge.
Add the chat widget to your store, connect WhatsApp, test, and go live.
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What it won't do
- Cancel orders, issue refunds or create discount codes unless you switch those actions on. They are off by default.
- Send cart reminders to shoppers who haven't shared a phone number or agreed to receive messages.
- Guess. If the answer isn't in Shopify or your knowledge, it hands over.
FAQ
Can it answer "where is my order" without my team?
Yes. It reads order status and tracking from Shopify and replies on the customer's channel.
Does it work on WhatsApp?
Yes. Connect a Meta WhatsApp Business account. WhatsApp only allows replies within 24 hours of the customer's last message, unless you use an approved template.
Can it handle more than one store?
Yes. Connect several stores and choose which store each assistant uses.
Can it cancel or refund orders?
Only if you allow it. Those actions are off by default
Can my team see the order while they reply?
Yes. When a conversation is handed over, the Inbox shows the customer's Shopify orders and tracking beside the chat.
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