Agent setup guide
Order Status Desk
Answers “where is my order?” messages from the real Shopify status and tracking, with a person approving each reply.
What it does
Answers “where is my order?” messages from the real Shopify status and tracking, with a person approving each reply.
- Receives each order question from your contact form or help widget through a webhook.
- Looks up the sender's Shopify orders by their email (and the order number when given), so only their own orders are discussed.
- AI reads the payment, fulfilment, carrier and tracking recorded in Shopify and drafts a clear reply with the tracking link, using only your shipping times for estimates.
- Problems, returns, cancellations and charge questions are flagged with what a person must do; the reply only acknowledges and promises a follow-up.
- Every reply waits in Reviews; once approved it's emailed to the customer with replies going to your support inbox.
What it needs
- A paid plan (agents run live on paid plans).
- An AI provider key (Settings → AI Providers).
- Shopify, connected in Settings → Integrations.
- A contact form or help widget that can send messages to a webhook URL.
What it doesn't do
- It sees Shopify's fulfilment and tracking number, not the carrier's live scans.
- It doesn't cancel, change, refund or reship orders; returns stay with the E-commerce Returns Assistant.
- It never emails a customer without a person approving the reply.
Availability and plans
Available
Its workflow is built and tested, and every app it needs is live. You can get it and set it up now.
Included free on the Enterprise plan; on other paid plans it's a one-time purchase per workspace (the price is on the Agents page). The Agents page in the app always shows its current status.
Before you start
- A paid plan: agents run live, and the Free plan only runs Dry Runs.
- An AI provider key (OpenAI, Anthropic, Google and more) in Settings → AI Providers. AI usage is billed by your provider.
- These apps, connected in Settings → Integrations: Shopify.
- A form, app or system that can send each new item to a webhook URL (the agent starts from a webhook).
- About 10 minutes.
Set it up step by step
Get the agent first (buy it, or it's already yours when your plan includes it), then in Agents → My agents press “Set up this agent”. That creates the agent's workflow in your workspace (it counts towards your plan's workflow limit) and opens the canvas with a setup checklist above it. Each item links to the exact place to go and ticks itself off when it's done.
1. Connect your AI provider
The AI steps run on your own key (OpenAI, Anthropic, Google and more). Add one in Settings → AI Providers.
2. Connect Shopify
Connect your Shopify store (Settings → Integrations → Shopify) with access to orders (read_orders).
3. Describe your store and shipping
Open “Read the status and draft the reply” and replace the placeholder with your store, shipping times and how problems are handled.
| Setting | What to enter | In step |
|---|---|---|
| Your store and shipping details | Replace the placeholder in “Read the status and draft the reply” with your store name, who signs, shipping times per method, carriers, and who handles damaged, wrong or late orders. It starts as “[DESCRIBE YOUR STORE: NAME, SIGNER, SHIPPING TIMES, CARRIERS AND WHAT TO DO ABOUT DAMAGED, WRONG OR LATE ORDERS HERE]” until you replace it. | “Read the status and draft the reply” |
4. Pick your Shopify store
Open “Find the order in Shopify” and pick your store.
| Setting | What to enter | In step |
|---|---|---|
| Shopify store | The Shopify store orders are looked up in. Pick your connected Shopify account. | “Find the order in Shopify” |
5. Add your support email address
Open “Email the customer” and enter the address customers should reply to.
| Setting | What to enter | In step |
|---|---|---|
| Your support email address | Customers' replies come back to this address (Reply-to). | “Email the customer” |
6. Test it with Dry Run
Press Dry Run: the agent runs on sample data with no messages sent and nothing written to your apps.
7. Switch the trigger on
Open the trigger, switch the webhook on and send your contact form or help widget's messages (name, email, order_number, message) to its URL.
How it works
The agent is a normal workflow with 7 steps (1 AI step, with a person approving in Reviews). You can open, edit and monitor it like any other workflow.
- New order question — Starts when your form or app sends data to the agent's webhook URL. Your contact form or help widget posts each message (name, email, order number if given, message) to the webhook URL.
- Find the order in Shopify — Shopify: Find orders. Looks up the customer's orders by email (and order number when given), so the reply uses the real status and tracking.
- Read the status and draft the reply — AI step (runs on your AI provider key). AI matches the message to the right order, reads its payment, fulfilment and tracking, and drafts a clear reply — or flags anything a person must handle.
- Spam? — Decision: picks the branch to follow. Spam and empty messages stop here; every real message goes to Reviews with its draft reply.
- Ignored — Kept in the run history. Branch: Spam. The run history keeps the message.
- Approve the reply — A person approves or rejects it in Reviews (the run waits). Branch: Answer. A teammate checks the order status and the draft in Reviews (flagged ones say what a person must do), edits it if needed and approves it.
- Email the customer — Sends an email from your workspace's sender. Branch: Approved. Sends the approved reply, with replies going to your support inbox.
Test it with Dry Run
Press Dry Run in the canvas. The agent runs on the sample data stored on its trigger (the “Sample data for Dry Run” box), so you can check every step's output before anything is live. Edit the sample to match the fields your own form or app sends.
Sample data fields
name, email, order_number, message, source.
- Nothing is sent or written: app actions, emails and Slack posts are simulated, and AI steps don't call your AI provider.
- Approval steps use the Dry Run decision you pick in the step's settings (approved, rejected or timeout), so you can try each branch.
Go live
- Open the trigger, switch the webhook on and send your contact form or help widget's messages (name, email, order_number, message) to its URL.
- The webhook is protected by a secret: send it in the header shown in the Activation panel (requests without it are refused with 403). Each request starts one run.
- The setup checklist adds a “paid plan” item before activation: live runs need a paid plan (the Free plan only runs Dry Runs).
- When every checklist item is done and the trigger is on, the checklist says “Live — this agent is running”. Follow its runs in the workflow's History tab and in Analytics → Agents.
Questions
Does it show live carrier tracking?
No. It reads what Shopify recorded (fulfilment, carrier, tracking number and link) and points the customer to the tracking link for the latest scan.
What if someone asks about an order that isn't theirs?
Orders are looked up by the sender's email, so nothing is shared unless the email matches. Otherwise the reply asks for the order number and the email used at checkout.
Troubleshooting
- “No AI provider connected” or a rejected key: connect or fix the key in Settings → AI Providers, then press Test there.
- A checklist item stays unticked: the setting is still empty or still contains its placeholder text. Open the step from the checklist and fill it in.
- An app step fails with “Needs reconnect”: the account's access was revoked or expired. Reconnect it in Settings → Integrations.
- Nothing happens when your form sends data: check the webhook is switched on and the request carries the secret header (403 means it's missing or wrong).
- A run shows as paused: it's waiting for someone in Reviews to approve or reject it.
- A step failed: open the run in History and check that step in the Trace tab for the error and what it received.
Generated from the agent's own workflow, so it always matches what the agent does. Last updated .