Shopify Setup

Connecting Shopify gives your agent access to your store’s order and product data. When a customer emails asking about an order, your agent can pull up the details, check fulfillment status, and include tracking information in its reply.

What your agent can do with Shopify

• Look up orders by customer email
• Get order status, tracking, and fulfillment details
• View customer profiles and order history
• Search products and check availability
• Browse collections and categories
• Process cancellations, returns, and refunds

Prerequisites

• A Shopify store (any plan)
• Store owner or staff account with API access permissions
• A Know Reply workspace on a plan that includes integrations

Step 1: Create a custom app in Shopify

Know Reply connects to Shopify using a custom app’s Admin API access token. Here is how to create one:

1. Log in to your Shopify admin
2. Go to Settings (bottom-left corner) then Apps and sales channels
3. Click Develop apps at the top of the page
4. If prompted, click Allow custom app development and confirm
5. Click Create an app
6. Give it a name (e.g., “Know Reply”) and click Create app

Set API permissions

1. In your new app, click Configure Admin API scopes
2. Search for and enable each of the following scopes:

Scope	What it enables
read_orders	Order lookups, status, tracking
write_orders	Cancel orders, add notes, update shipping, add tags
read_customers	Customer profile and history lookups
read_products	Product search, availability checks
read_returns	Check return eligibility, view return status
write_returns	Initiate returns on behalf of customers
read_discounts	(Required for discount code creation)
write_discounts	Create goodwill discount codes
read_draft_orders	(Required for draft order creation)
write_draft_orders	Create draft orders for reorders

If you only want the agent to look up data without taking action, you can skip the write_ scopes. The agent will still be able to answer questions but will not be able to process cancellations, returns, or refunds.

3. Click Save

Get your access token

1. Click the API credentials tab
2. Under Admin API access token, click Install app and confirm
3. Click Reveal token once. Copy the token immediately. Shopify only shows it once. If you lose it, you will need to uninstall and reinstall the app to generate a new one.

The access token starts with shpat_.

Step 2: Find your shop domain

Your shop domain is the .myshopify.com address for your store. You can find it in:

• Settings > Domains in your Shopify admin
• The URL bar when logged into your admin (e.g., your-store.myshopify.com)

Use the full your-store.myshopify.com format, not a custom domain.

Step 3: Enter credentials in Know Reply

1. Go to Dashboard > Toolkit
2. Find Shopify in the list of available integrations
3. Enter your shop domain (e.g., your-store.myshopify.com)
4. Paste your Admin API access token (starts with shpat_)
5. Click Connect Now
6. You should see a green indicator confirming the connection

Step 4: Configure capabilities

After connecting, review the list of enabled functions. Disable any capabilities you do not want your agent to use. For example, you might keep order lookups enabled but disable refund processing until you have tested it.

Step 5: Test the connection

1. Go to Dashboard > Simulator
2. Send a test message like “Where is my order?” from an email address that has placed an order in your store
3. The agent should call the Shopify integration and return order details

Common issues

“Shopify access token and shop domain are required” error Make sure you have entered both the access token and the shop domain. The access token alone is not enough.

“No orders found” or empty results Check that the sender’s email address matches a customer email in your Shopify store. The agent looks up orders by the email address of the person who sent the email.

Access denied or permission errors Your custom app may not have the required API scopes. Go back to your app in Shopify admin, click Configure Admin API scopes, and verify the necessary permissions are enabled. After changing scopes, you may need to reinstall the app.