Order created
Trigger a thank-you, surface tracking, schedule a follow-up. Matriarch decides whether AI handles it or a person should.
Channel · Shopify
Shopify support across web, WhatsApp, and messaging
OrcaLinq consumes Shopify events and routes pre-sale and post-sale conversations across whatever channel your customer uses. AI handles routine questions with live order data; humans join the moment the order needs them.
What it is
Pre-sale and post-sale messaging in one routing layer
Shopify generates events that matter for support: orders, fulfillments, cart abandons, customer creation. The platform consumes those events and routes follow-up conversations across web chat, WhatsApp, Instagram, and other channels — with live order data on every reply.
Cart abandoned
Tagged conversations can recover the cart with channel-appropriate copy. Honest tone, no spam, no fake urgency.
Customer created
Tag the customer in the routing layer; future inbound messages can be routed by lifetime value, segment, or intent.
Live order tools
AI calls Shopify Admin API when it needs real-time order status. Never memorizes inventory, never quotes a stale ETA.
Setup
BYOK Shopify integration
- 1. Create a private app or custom app in Shopify Admin. Grant scopes for orders, customers, fulfillments, and (optionally) products.
- 2. Configure the webhooks in Shopify Admin. Order created, order fulfilled, order cancelled, refund created, cart abandoned, customer created.
- 3. Add the webhook secret and admin token to the dashboard. Stored encrypted, scoped to tenant, never returned via API.
- 4. Map events to routing intents. Order delays, cart abandons, and customer queries each get their own Matriarch policy.
- 5. (Optional) Wire the catalogue. If you want the AI to answer product-detail questions with live availability and price, enable the catalogue tool.
- 6. (Optional) Configure outbound templates. Order confirmation, shipping update, delivery confirmation — all template-controlled and quota-aware.
Limitations and tradeoffs
What the Shopify integration does well, what it doesn't
Strengths: live order, fulfillment, and refund data on every reply; cart-abandonment recovery on the channels that allow it; cross-channel continuity (widget → WhatsApp → email all share one thread); product-fit answers grounded in your real catalogue.
Tradeoffs: requires a private app or custom app in Shopify Admin (not yet a Shopify App Store listing); webhook reliability depends on Shopify's side — we retry but cannot guarantee delivery beyond Shopify's own SLA; very high-volume stores may want Shopify Plus pricing for API headroom.
Best fit: D2C brands with a website widget, WhatsApp number, and a real ops team. Especially powerful for stores doing COD, where the AI verifies orders before fulfillment.
Not ideal for: teams that want zero-config one-click installation today (the Shopify App Store listing is on the roadmap, not yet shipped).
Security and credentials
How tokens, webhooks, and tool calls are handled
- Admin API tokens encrypted at rest. Per-tenant key wrap; plaintext never leaves the request handler.
- Webhook signature verified on every inbound. HMAC-SHA256 with the webhook secret. Tampered or replayed payloads are dropped at the edge.
- Tenant scoping at the data plane. Tenant-scoped state boundaries ensure no cross-tenant Shopify lookup is possible.
- Tool calls are scoped. AI cannot call arbitrary Admin API endpoints — only the ones explicitly granted by tenant config.
- Refund and write operations gated. By default, AI can read but not write to Shopify; write scopes are opt-in and policy-restricted.
- Audit trail per tool call. Wake records every Shopify lookup, response, and any write — with tenant, conversation, agent, and reasoning.
Example conversation
An order-status reply that fetches live data
Customer (web widget on the order-tracking page): "Where's my order? It's been 5 days."
AI (Shopify Admin lookup, 1.2s): "Hi! I see your order #SF-91024 — placed Tuesday, shipped Thursday with Bluedart. Latest scan: out for delivery in your area today. ETA on the tracker is 6 PM. Tracking link: …"
Customer: "I won't be home until 8 — can I reschedule?"
AI: "Reschedules are something Bluedart handles directly through their tracking page — the link above has a 'reschedule' option. Want me to text you the link on WhatsApp so it's easier on mobile?"
Customer: "Yes please."
AI (cross-channel): WhatsApp message sent with tracking link. Same Pod, same conversation, audit-logged in Wake.
Shopify FAQ
Frequently asked questions
Is this a Shopify app?
The platform integrates with Shopify via webhook events (order created, fulfilled, cart abandoned, customer created) and the Admin API for live lookups. A first-class Shopify app listing is on the roadmap; today the integration is BYOK via Shopify Admin webhook configuration and a private-app credential.
What signals can the AI act on?
Order status, fulfillment, tracking, refund eligibility, product details from your catalogue, and customer purchase history. Live data is fetched via tools at reply time, not memorized — so tracking, ETA, and inventory are always current.
Where do replies go?
Replies route to whichever channel the customer started on — website widget, WhatsApp, Instagram, Messenger, Telegram, LINE, or email. Cross-channel continuity is preserved through the Pod, so a conversation that starts on the widget and continues on WhatsApp stays a single thread.
Can the AI process refunds?
Refund initiation is policy-driven. The AI can collect details and propose a refund, but actual refunds are typically held for human approval — that's a tenant-configured Matriarch policy. Refund language always forces handoff regardless of confidence.
What about COD verification?
Common in Indian-D2C — the AI can verify the order, address, and intent, page a human if anything looks off, and write the verification result back to your OMS via a tool call. Failed-verification orders are routed to the operations team automatically.
Can it answer product-fit questions?
Yes — sizing, compatibility, ingredient, and care questions are answered from your approved policy and product documents. If the question is outside the approved knowledge, the AI hands off rather than guessing.
What about cart abandonment?
Cart-abandoned events can trigger honest, tagged outreach on channels that allow it (typically WhatsApp with respected templates). Outreach is policy-driven, customer-context aware, and always honest — no fake urgency, no fake discount.
Related pages
Keep exploring
See your Shopify events route to a real conversation.
Bring a sandbox Shopify store. We'll wire the webhook, fire a test event, and route the conversation across the widget and WhatsApp end-to-end.