How to integrate AI Assist with Shopify
The instructions below are for desktops and laptops only.
Easily integrate tawk.to’s AI Assist with Shopify to help customers get quick, accurate answers about products and orders directly through your website chat.
This guide shows how to add the Shopify tool to your AI agent, customize available operations, and ensure everything runs smoothly.
Note: Integrations are only available with the Growth, Business, and Enterprise plans.
Before you start
Ensure that you’ve activated the tawk.to Live Chat widget on your Shopify store.
Confirm your AI Assist plan supports integrations (Growth, Business, or Enterprise only).
3. Click Add-ons on the left navigation bar.
4. Click Settings under AI Assist.
5. Select your AI agent.
6. Click Integration/API.
7. Scroll down to Shopify and click Add Tool.
8. With the Shopify tool enabled, click Edit to change the Enabled Operations.
9. Enable or disable the operations you want.
- Price
- Fulfillment status
- Financial status
- Tracking company
Example:
- productSearch lets customers query product details by name. If enabled, AI Assist can return:
- Title
- Description
- Vendor
- Price range - Product linkExample:
10. Click Save.
Customer verification for Shopify order lookups
To verify their identity, the visitor will be asked to provide one of the following details, in this order:
- Email address
- Phone number
- ZIP or postal code
AI Assist then checks the provided information against the order details in Shopify. Order information is only shown if the details match.
If the information does not match, the order details will not be displayed. The visitor will be prompted to check their information and try again.
Additional considerations
Test your setup
Once you’ve enabled the Shopify tool, try a few real examples to make sure order and product searches work correctly. Test different scenarios — such as partial product names or cancelled orders — to check how your AI agent responds.
Protect customer information
Avoid sharing sensitive personal information via live chat. Review your store’s privacy and verification process to keep customer data secure.
Assign the right agent
If you use more than one AI agent, ensure the agent with the Shopify tool is assigned to the correct chat or ticket channel. To learn more, see Deploying multiple AI Agents across support channels
Check your plan limits
Integrations are available with paid AI Assist plans. Review your plan’s limits to ensure you have enough message credits and integration slots. For details, see AI Assist Plans and Subscriptions
Use clear data sources
If your AI agent pulls data from multiple places, make sure there’s no overlap between your Shopify data and other sources. To learn how AI Assist prioritizes data, see Understanding AI Assist’s Data Sources
Plan for human support
Set up an escalation path so chats are handed to a human agent when your AI agent can’t find an order or product, or when the question needs a personal touch. For guidance on improving your AI agent’s responses, see Getting started with AI Assist
Related guides
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