You get a website chatbot connected to your store, which asks for the purchase email and order number before any lookup, gives the status and refers anything beyond tracking to your team.
Before you start
- A website chatbot in Chatyx, already installed on your store or ready to be.
- Shopify admin rights to create a custom app and grant read access to products and orders.
- A test order whose purchase email and number you know.
- Your delivery, returns and refund terms, as a page or a document.
1. Decide what the chatbot will do
The Shopify connection does two things: browse the catalogue (products, variants, prices, availability) and look up an order’s status. It does not create, change or cancel orders, and issues no refunds: those stay with your team.
Decide now what the chatbot will say in those cases: whom to contact for a cancellation, how to report a damaged parcel, how soon the team replies. Those answers come from your documents, not from Shopify. The e-commerce chatbot page shows the whole flow as a demo.
2. Add your policies to the sources
In Data Sources, add the pages or files describing your delivery times, carriers, returns and refund policy, and your FAQ. Shopify gives an order’s status; these documents let the chatbot explain what it means and what happens next.
Wait for processing to finish, then ask about a return deadline: the answer should follow your policy as written.
3. Connect the Shopify store
In Chatyx, open Channels, then Shopify and Select. Choose the website chatbot to connect. The form asks for the shop domain (as myshop.myshopify.com), the Admin API Access Token (starting with shpat_, shpca_ or shppa_) and the custom app’s API Secret Key.
These credentials are created in the Shopify admin, with a custom app granted read access to products (read_products) and orders (read_orders). Chatyx shows the steps next to the form; Shopify’s interface changes, so refer to its documentation if a label differs.
Click Test connection, then Activate. Enter secrets only in this form, never in a conversation or an email.
4. Switch on the store mode
In the chatbot’s customization, Internal tab, check that the Chatbot mode is Online store (Shopify): “product catalog browsing, order tracking”. Save the configuration.
If you want to collect the details of customers who ask to be contacted, also enable lead capture and fill in the Notification email. Both settings can be combined.
5. Test the flow end to end
From your website, ask “Where is my order?”. The chatbot should first ask for the email used at checkout and the order number. Give those of your test order and compare the status it states with Shopify.
Then try a combination that matches no order: the chatbot must not invent anything. Finally ask for a cancellation or a refund: it should explain the steps described in your documents and refer the customer to your team.
Find these exchanges in the dashboard conversations. Open the flow to customers only when all three cases behave as expected.
Check the result
- The connection test succeeds and the store shows as connected.
- The chatbot asks for the email and order number before any lookup.
- The status given for the test order matches Shopify; an unknown combination returns no status.
- A cancellation or refund request is referred to the team, with the steps from your documents.
Troubleshooting
The connection test fails.
Check the domain (myshop.myshopify.com, without https://), the token prefix (shpat_, shpca_ or shppa_), the API Secret Key length (at least 32 characters) and the app’s read_products and read_orders permissions. A token regenerated in Shopify must be entered again in Chatyx.
The chatbot cannot find an order that exists.
Check that the email is the one used at checkout and that the number is complete. Also check that the Shopify app still has access to orders. If the problem persists, send support the time of the test, without any connection secret.
My store runs on WooCommerce or PrestaShop.
The order connection exists for Shopify only. On other platforms, the chatbot answers from your content and points customers to your parcel tracking page.
Need help with your setup? Email support@chatyx.fr.
Further documentation
Run your own test
Start with a clear scope and a few reliable sources. Check the answers before expanding to visitors.
Open Chatyx