Connect your Shopify store

Install by invitation, connect, enable the widget, and what the assistant does with your orders.

The Shopify connector links an organization’s store to Echo Support. The assistant can then look up an order, search for a product and quote the store’s policies, in the chat. It never changes anything in Shopify.

Before you start

• Be an owner or an administrator of the Echo organization.
• Be on a plan that includes the AI agent. The store can be connected without it, but the assistant will not answer your customers’ order questions, and the store’s policies and pages will not be synced.
• Be able to install an app from the store’s admin.

1. Install the app

Open the link you received while signed in to your store’s admin. Shopify shows the access requested, all of it read-only: orders, products, online store pages and policies. Accept: Shopify sends you back to Echo.

2. Connect the store to your organization

Sign in to Echo, or create your account, and pick the organization. The "Connect a Shopify store" screen sums up what will be connected: the store, the organization and the signed-in account. Tick "I accept the data processing agreement", then click "Connect this store to …", followed by your organization’s name. Shopify confirms the access and you land on "Store connected". Connecting is never automatic: that click is what decides which organization the store belongs to.

On the first connection, if your widget already has its settings, the suggestion slots that are still empty receive three questions — in English if the widget is set to English, in French otherwise: "Where is my order?", "What is your return policy?" and "How long does shipping take?". A slot you had filled in is never touched, and a question you had already written is not asked twice. "Store connected" says so when slots were filled. The widget’s settings are created when you pick the language on your first visit to the dashboard: a store connected before that, straight from the install link, receives no question. Either way, suggestions are set in Widget Customization.

3. Enable the widget in your theme

The "Enable the widget in the theme" button, on "Store connected" as on the Shopify card of the Connectors screen, opens Shopify’s theme editor on the "Echo Support" app embed (Online Store → Themes → Customize → App embeds). Check that it is on, set "Position du bouton" (button position) and "Couleur du bouton" (button colour) — these two settings are in French only for now — then save. No tag to paste: the one on the Installation screen is not needed on a Shopify store.

What the assistant does

• Where is my order? It asks for the order number and the email address used to place the order; both have to point to the same order. It then gives the state of the order and of its delivery, the carrier, the tracking number and link, and the items. After two attempts without a match, it offers to hand over to a person, without saying which of the two does not match.
• Only orders from the last 60 days can be looked up: that is Shopify’s limit for read access to orders.
• Cancellation, change of address, return: it checks the order the same way, then passes the request on to your team — an internal note with the order and the type of request, and the conversation moves to "Needs human". It tells the customer a team member will handle it, without promising a delay or an outcome.
• Products: it searches the active products published on your online store, and gives the title, the link, the price in the store’s currency and the availability.
• Policies and pages: your policies (refund, shipping, terms…) and your ten most recently updated published pages go into the assistant’s knowledge base, with their real link. They are read again on connection, every day, and when you click "Sync now". They do not count against your plan’s document limit and do not appear in the Knowledge Base list. If "Knowledge base usage" is switched off in AI Configuration, they are no longer read either.

What it does not do

• No change in Shopify: no cancellation, no change of address, no refund, no return. Your team does those itself, in Shopify.
• No customer accounts: no order history for a customer, no signing in to their account.
• No per-market prices, no translation of the policies.

Data and security

• The access token Shopify hands Echo is encrypted before it is stored, and is never displayed.
• Echo does not copy your orders: it reads them from Shopify at the moment the customer asks. The raw result of that lookup stays in the conversation, and the order in the note of a request passed on; that raw result is not sent back to the AI model on later messages. The answer the assistant wrote from it — status, carrier, tracking number and link, items — is a message of the conversation like any other: it is among the latest messages the agent re-reads before answering. Everything goes with the conversation when the conversation is deleted.
• A log attached to the conversation keeps which order was looked up, with a fingerprint of the email, never the email itself; it goes with the conversation.
• On disconnecting or uninstalling, Echo deletes its access at once, then, within 30 days, the store’s policies and pages, the raw results of its lookups in conversations, the assistant’s internal notes on those conversations and the log of orders looked up. The answers the assistant wrote in conversations stay: they follow the conversation, like the rest of your support history.
• The privacy requests Shopify relays (a customer’s data, erasing a customer or the store) are handled within 30 days.

Disconnect the store

On the Shopify card of the Connectors screen, "Disconnect" cuts the link, after confirmation: Echo deletes its access and carries out, within 30 days, the purge described above. To also remove access on the Shopify side, uninstall the Echo app from your Shopify admin (Settings → Apps). Uninstalling without disconnecting has the same effect on Echo’s side.

A connected store shows one of three states on its card:

• "Active": the assistant reads the store.
• "Needs reconnecting": Shopify no longer accepts Echo’s access; the "Reconnect" button starts the connection again.
• "Paused": Shopify suspended access to the store (closed, frozen or unpaid store); Echo resumes at the next successful sync.