Shopify

Shopify is an e-commerce platform for running an online store. Connecting Shopify to Resool shows each contact's Shopify customer profile, orders, shipment tracking and abandoned checkouts right next to the conversation, lets agents share products in a reply, and lets workflows start on Shopify events (new orders, payments, fulfilments, refunds, abandoned checkouts, customers) and update orders and customers in your store.

#What you can do with Shopify

In the Inbox and on the contact page

• Customer details: the contact's Shopify profile with total spent, number of orders, tags and the date they became a customer.
• Orders: the contact's recent orders with number, date, items, total, fulfilment and payment status, return status and cancellation reason. Hover an order to see its items and a short timeline (placed, shipped, in transit, delivered).
• Track shipment: a tracking link and number on orders that have a shipment, plus the expected or actual delivery date.
• Abandoned checkouts: checkouts the contact started but didn't complete, with a Copy recovery link button you can paste into your reply.
• Share product: search your catalog and copy a ready-made product message with the product's title, price and link.
• Open in Shopify to jump to the order or customer in your Shopify admin.

In Workflows

• Start a workflow on any of these Shopify events: Order Created, Order Updated, Order Status Changed, Order Paid, Order Fulfilled / Shipped, Order Cancelled, Order Refunded, Abandoned Checkout, Customer Created and Customer Updated.
• Change the store with the Update order status, Add order tag or note and Create or update customer steps.

#Before you begin

• You need a Shopify store and permission to install apps on it.
• In Resool, only workspace Owners and Admins can connect apps.
• Orders are matched to a contact by email address or phone number, so the contact needs at least one of them.

#How to connect Shopify to Resool

1. Go to Settings › Apps.
2. Find Shopify under Available now (or open the E-commerce tab) and click Connect.

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Settings › Apps, E-commerce tab

The Shopify card with its logo, description and the Connect button, next to the other e-commerce cards.

File: screenshots/shopify-apps-card.png

1. In the Connect Shopify dialog, type your store's address in Shop domain, for example your-store.myshopify.com. Use the myshopify.com address, not your custom domain.
2. Review the list under After you approve on Shopify, Resool will be able to: (see your store's customers, orders and products) and click Continue.

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Settings › Apps › Shopify › Connect

The "Connect Shopify" dialog with the Shop domain field filled with a demo myshopify.com address, the permission list, and the Cancel and Continue buttons.

File: screenshots/shopify-connect-dialog.png

1. Shopify opens in a new window. Sign in if asked and approve the installation.
2. You're returned to Resool and see Shopify connected. The card now shows your store and the Manage and Disconnect buttons.

Resool sets up the store webhooks for you, so new orders and changes appear right away.

#How to configure Shopify

Click Manage on the Shopify card to open Shopify settings. Toggle changes are saved with the save bar at the bottom; Discard reverts them.

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Settings › Apps › Shopify › Manage

The "Shopify settings" side sheet with the Store, Contact panel (Orders, Customer details, Abandoned carts), Product sharing and Live updates sections, and the "Open Shopify store" button at the bottom.

File: screenshots/shopify-settings-sheet.png

• Store: the Shopify store connected to this workspace.
• Contact panel:
  • Orders are Always shown.
  • Customer details shows or hides the customer's Shopify profile (total spent, order count, tags).
  • Abandoned carts shows or hides the checkouts the contact started but didn't complete.
• Product sharing: click Edit next to Product message to change the text agents copy with Share product. Use the {title}, {price} and {url} placeholders; {url} is required and the message can be up to 500 characters. Reset to default restores {title} ({price}) followed by the link.
• Live updates: shows Live updates are on when all store webhooks are in place. If it says Live updates are off, click Refresh to reconnect them.
• Open Shopify store opens your Shopify admin.

#How to use Shopify in the Inbox

1. Open a conversation in the Inbox.
2. Click the Shopify icon in the right-hand sidebar. Resool finds the customer by the contact's email or phone number.
3. Review Customer details, Orders and Abandoned checkouts. If the contact has more than three orders, click View all.
4. To recover a cart, click Copy recovery link on an abandoned checkout and paste it into your reply.
5. To share a product, click Share product, search for it and pick it. The product message is copied; paste it into your reply.

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Inbox › open a conversation › Shopify icon in the right sidebar

The Shopify panel for a matched contact: Customer details (total spent, orders, tags), two orders with Fulfilled/Paid badges and a "Track shipment" link, one abandoned checkout with the "Copy recovery link" button, and the Share product and "Open in Shopify" buttons.

File: screenshots/shopify-inbox-panel.png

The same panel opens from the contact's page under Connected apps.

#How to use Shopify in Workflows

#Start a workflow on a Shopify event

1. In Workflows, open or create a workflow and click the trigger.
2. Choose the E-commerce group, pick the Event and set Store to Shopify (or Any connected store).
3. For Order Status Changed, optionally pick Statuses; none picked means any change.

The workflow runs for the contact with the customer's phone or email; a new contact is created when there is none. Messages can use variables such as {{order.number}}, {{order.total}}, {{order.status}}, {{order.tracking_url}}, {{order.checkout_url}} and {{customer.name}}.

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Workflows › a workflow › Trigger

The trigger panel with the E-commerce group, Event set to Order Fulfilled / Shipped, Store set to Shopify, and the list of available variables.

File: screenshots/shopify-workflow-trigger.png

#Update Shopify from a workflow

Add a step from the Stores group and set Store to Shopify:

• Update order status: pick a New status. In Shopify, Cancelled cancels the order and Completed closes it; the other statuses are added as an order tag.
• Add order tag or note: choose Tag or Note in Add as, then write the text. Tags go on the order's tags and notes into the order note.
• Create or update customer: uses the contact's name, phone and email. The matching Shopify customer is updated; otherwise a new one is created.

In the Order field, {{order.id}} is the order that started the workflow. Leave it empty to use the contact's latest Shopify order.

#How to disconnect Shopify

1. Go to Settings › Apps and click Disconnect on the Shopify card.
2. Confirm in the Disconnect Shopify? dialog.

Resool stops accessing your store, and Shopify orders no longer appear in the Inbox. Contacts already in Resool stay. You can connect again at any time.

#FAQ and troubleshooting

#Why don't I see a contact's orders?

Resool matches orders by the contact's email or phone number.

What you can do:

• Add the email or phone the customer used in Shopify to the contact.
• Check that the phone number includes the country code.

#Why are new orders slow to appear?

Some store webhooks may be missing. Open Manage on the Shopify card and look at Live updates. If it says Live updates are off, click Refresh.

#Can I connect more than one Shopify store?

Each workspace connects to one Shopify store at a time. Disconnect it to connect a different one.

#What does "The Shopify connection expired" mean?

Shopify no longer accepts Resool's access, for example after the app was uninstalled from the store. Reconnect Shopify from Settings › Apps.

#Can a workflow message customers who haven't written to us?

Yes, but outside the messaging window on WhatsApp you need an approved template. See Messaging windows and templates.

#What's next?

• Workflow triggers
• Workflow steps
• WhatsApp message templates
• Getting started with apps