Shopify AI customer service

The Shopify integration connects the Guru to your store through a custom app authorized with your Shopify admin credentials, so it can answer questions about live store data in addition to the static content already learned from your storefront.

What the integration exposes

Once the custom app is authorized, the Guru has read-only access and can answer questions about:

• Product lookup (title, description, price, options, availability)
• Inventory, per location where applicable
• Order tracking and order status
• Store policies as published in your store
• Store locations and directions

These lookups happen at query time. The Guru requests just the records needed for the current conversation.

Because the Guru reads and reasons over the catalog and content it can see, it can also make product recommendations the way any capable AI assistant would: a shopper who describes what they are looking for gets suggestions drawn from the products it has read. This is a natural extension of the Guru's general AI ability over your store data, the same reasoning it applies to any question.

A worked example: order status

Customer in chat: "Where is my order?"

1. The Guru recognizes an order intent. Before sharing any order-specific detail, it verifies the customer with a one-time code sent to the phone or email on file.
2. Once the customer confirms the code, the Guru looks up the matching order.
3. The Guru replies: "Your order #1042 shipped on Tuesday via UPS. Tracking: 1Z999AA10123456784 (estimated delivery Friday)."

If multiple orders match, the Guru lists them with order numbers and asks which one to look up.

A worked example: inventory

Customer: "Do you have the navy hoodie in large?"

1. Retrieval finds the product page for "Heritage Hoodie" from your indexed content.
2. The Guru checks live variant availability for color Navy, size Large.
3. That variant is out of stock; size Medium is available.
4. The reply: "The Heritage Hoodie in Navy size Large is out of stock right now. We have size Medium available."

Availability is checked at response time, so the answer reflects what's in your store at that instant, not a cached value. Product availability and store policies are not order-specific and are answered without a verification step.

Setup

1. From the dashboard, start the Shopify connection.
2. Authorize a custom app with your Shopify admin credentials. The app has read-only access to products, orders, and store policies.
3. The Guru is now able to answer live questions on the next message.

Typical setup time is just a few minutes.

Authentication and customer verification

Order-specific details are gated behind one-time-code verification. Before the Guru shares anything tied to a particular order or account, it sends a one-time code to the phone number or email on file and the customer confirms it. Non-personal questions (product availability, store policies, store locations) are answered without verification.

Data handling

• Lookups are made on demand; no order data is persisted beyond the conversation transcript.
• All traffic between the Guru and Shopify uses TLS 1.2+ and the standard Shopify Admin API.

Combining store data with your knowledge base

The most common queries blend both sources. "Can I return a hoodie I bought last month?" pulls the order date from Shopify (after one-time-code verification) and the return window from your policies page, then computes whether the order is still in the return window. This is where the integration is most valuable: a single answer grounded in both live data and your written policy.