Connect your Shopify store to Konvo

Connecting Shopify is what turns your agent from something that can explain your policies into something that can answer "where is my order". It brings a set of tools your agent can use inside a conversation, and those tools are the whole point of the integration, so most of this page is about them.

Connect your store

Your markets come across with it, so a store selling in several countries shows each one, with your primary marked, and the catalogue tools are scoped per market.

If you sell in more than one market, test this before you rely on it. Ask your agent a price question as a customer in each market and check the answer, because getting the wrong market's price in front of a shopper is more expensive than any support ticket.

What it can look up

These are read tools. They tell your agent things, and they change nothing.

• Order status and tracking, plus fulfilment state.
• The line items on an order, with quantities and SKUs.
• A customer's recent orders, found from their email.
• Payment and transaction details for an order. This one reads financial data, so it usually deserves a verification step even though it changes nothing.
• Your product catalogue, searchable by keyword or tag, per market.
• Discount codes, looked up with their details.
• Customer metafields, like loyalty tier, spend or preferences.
• Order tags and notes, and an order's fraud risk assessment.

The first of these is the one that changes your inbox most. "Where is my order" is the highest-volume question in almost every store, and it goes from a conversation your team handles to one that never reaches them.

What it can do

These are write tools. Each one changes something real in your business, which is why each one has its own verification setting.

• Cancel an order.
• Issue a refund.
• Edit an order, including its line items.
• Create a draft order, or reorder a previous one.
• Create a discount code, optionally with a usage limit and/or limited to one customer.
• Issue a gift card or store credit.
• Add or remove tags on an order or customer, and write notes.
• Update marketing consent, subscribe or unsubscribe.
• Send a payment invoice (pay-now link) for an order with an outstanding balance. Order confirmations cannot be resent; Shopify does not offer a way to do that.

Decide about each one separately

This is the part worth taking seriously, and it is covered in full in Giving your agent tools.

The short version: every tool sits in one of four modes. Off, verify the customer by email or phone, verify with a one-time code, or open. A read tool like product search can sit open with no risk. A refund should not.

Check the mode on every write tool before you go live. And know what off means: your agent cannot use that tool and will not ask you to do it either, so a customer asking for a refund on a tool you switched off will be told it is not something you can do here rather than being passed to you.

More than one store

Connect several to one agent, or share one store across agents. Scope each agent to the stores and markets it should serve.

If an agent holds more than one store, test how it picks between them before you rely on it, and tell it in its knowledge which store serves which customers.

Managing the connection

From the integration you can reconfigure it, re-authorise its permissions, or disconnect.

If your agent suddenly stops seeing order data, re-authorise before you disconnect anything. That is nearly always a permissions change on Shopify's side rather than a broken connection, and disconnecting means setting every tool's mode again.