Shopify AI Agent: Order Status by Phone, Chat and Email
Connect your Shopify store and a Wiredesk agent answers "where's my order?", "do you have this in blue?" and "I want to send this back" on a call, in chat, by email or on WhatsApp. It finds an order only when the order number and the email it was placed with both match, reads out its status and tracking, searches your active products, and files a return request that waits in your Shopify admin for you to approve.
What it does
Order status: what was ordered, the total, payment and shipping status, and each shipment's carrier, tracking number and delivery date. In writing it includes the tracking link.
Product search: active products that match what the customer describes, with price and stock, linked in chat and email.
Return requests: from a delivered order, with the customer's reason as the note. It is a request: you approve or decline it in Shopify, and the agent never promises a refund or a label.
A wrong order number and a wrong email get the same answer, so neither can be used to learn the other. You choose which of the three the agent may do.
How to connect Shopify
- In the Shopify Dev Dashboard, create an app with the read_orders, read_products, read_returns and write_returns scopes (add read_all_orders for orders older than 60 days) and install it on your store.
- In Wiredesk, open the agent's Actions › Connections, click Connect on Shopify, and enter your myshopify.com address, the app's client ID and its secret. A custom app made in your admin before 2026 works too: leave the client ID empty and paste its Admin API access token.
- Add the Shopify store action and tick what the agent may do.
What happens on each channel
The same agent answers every channel from the same knowledge.
Phone
The agent reads the email back to check it before looking up the order, and reads out status and tracking instead of links.
Website chat, email and WhatsApp
The same lookups, with tracking and product links in the reply.
What it doesn't do
- It doesn't refund, cancel or edit orders, and doesn't issue return labels. A return is a request you approve in Shopify.
- Orders older than 60 days need the read_all_orders scope.
- One Shopify store per agent.
- It isn't a helpdesk. To hand the customer to a person, add a helpdesk ticket or a handover action.
Set it up
Questions about Wiredesk and Shopify
Yes. The caller gives their order number and the email they ordered with; when both match, the agent reads out the order's payment and shipping status, carrier, tracking number and delivery date.