Helpdesk for Shopify
A helpdesk for Shopify puts the data from your store next to your customer's question. In SupportChannel you see on a ticket who the customer is, which orders they placed, whether they have shipped and with which tracking code. No more switching between your inbox and the Shopify admin.
What does the Shopify integration do?
Your customer's orders, shipments and tracking next to their question. The AI agent uses them to answer where an order is.
- The Shopify customer on the contact, matched on email address or phone number
- The latest orders with line items, payment status and fulfilment status
- Fulfilments with carrier and tracking link
- A link to the order in your Shopify admin
What do you need to connect?
You create a custom app in your Shopify admin and give it read access to customers, orders and fulfilments only. You enter that app's access token in SupportChannel.
How does the AI agent answer where an order is?
The AI agent looks up the order from the ticket, for the customer of that ticket, and replies with the status and the tracking link. When in doubt, or when it is about a return, a complaint or money, it hands the ticket to a person.
An order number in a message is a search term to us, not proof. If the customer's address is not confirmed, for example because they typed it in the chat themselves, we only share the status and shipment of that one order, and only when order number and email address belong together. No address, no payment details, no other orders.
The AI agent costs €0.49 per AI resolution, and Plus and Pro include 25 per user per month.
How does your customers' data stay safe?
- Reading is on, writing is your choice. An integration only reads by default. Writing back, such as a note or a new contact, is switched on deliberately by an admin per connection.
- The AI never moves money. Refunds and cancellations are done by a person only, with a confirmation. The AI agent reads the order and replies, nothing more.
- An order number is not proof. We search from the ticket, on the customer's known addresses and numbers. Someone who only gives an order number hears at most the status of that one order, and only when the email address matches too.
- Keys encrypted, with the fewest rights. Each integration lists the minimum rights it needs. Keys are stored encrypted and never reach the browser or a log.
- A slow store never holds up your ticket. If a system does not answer in time, the ticket opens anyway and you see honestly which integration did not answer.