Connect your store so your assistant can say where an order is, what a product costs and how shipping and returns work.
Applies to: Businesses selling on Shopify
Once your Shopify store is connected, your assistant answers three kinds of question from it, live: where an order is up to, what a product costs and whether it is in stock, and what your shipping, returns and contact policies say. Nothing about your orders, products or customers is copied into AIssie. Each answer is read from your store when the question is asked.
Your assistant connects through an app you create in your own Shopify admin. The app can only read your store: it cannot change an order, a product or anything else.
To ask about an order, a customer gives the order number and the email address or phone number they ordered with. If those do not match an order, they hear the same answer whether the order exists or not, so nobody can find out about someone else’s order by guessing. After a few wrong tries, your assistant stops checking for a while.
Your assistant never reads out a name, an address, payment details or the link to the order page. It does say whether the order is paid and shipped, the carrier, the tracking number and the delivery estimate.
Only products published to your online store are mentioned. Drafts and products you have not made available online never are.
For now, order questions are answered in your website chat and, if you switch it on, on phone calls. Text messages, WhatsApp, Facebook and Instagram will follow.
On a call, a customer asking about an order is asked for the order number and then the email address or phone number they ordered with, one at a time. Your phone agent says where the order is up to, when it is due and the carrier, and reads out a tracking number only if they ask for it.
A customer asking about an order they already placed is treated as support rather than a new enquiry, so you are not sent a new-lead email unless they also ask to buy something.
No. The app can only read your store. Your assistant tells customers to contact you for any change to an order.
Check the customer used the order number and the email or phone number on the order. Shopify only lets apps read the last two months of orders, so an older order is not found either, and the customer is told to contact you.
Usually the app was deleted or its client secret was changed in Shopify. Your account owner gets one email when this happens. Choose Reconnect and enter the app’s current Client ID and secret.
Choose Try again. If it still does not work, we try again automatically within a day. Until then your phone agent answers calls as usual, without your store.
From the policies in your Shopify settings: shipping, refunds, contact information, terms of service and privacy. Keep those up to date and your assistant’s answers follow.