Shopify Hub

Before we dive into the Shopify Hub, we’d like to share some important terminology to help you better understand and utilize it.

• Command : A "command" enables you to perform a specific action.

  • The AI agent, ALF, can automatically answer your customers' questions by selecting the appropriate commands to handle their questions. (→ Read the ALF guide)

  • Commands can also be accessed by customers or managers by typing a forward slash (/) followed by the command.

  • You can also include a command button in the message and send it from a workflow or the inbox.

• App Store: You can install apps that have various commands. Shopify Hub is one of the apps available for installation and use from the App Store. In the future, you will be able to freely create, register, and share your own apps with others.

The commands are organized to help customers solve their most common questions by utilizing order and shipping data from Shopify and the warehouse management system (WMS).

By pressing the '/' key in the front chat window, customers can see the available commands and select the one they want to execute directly.

If you use the AI agent ALF, ALF will understand the context of the conversation and recommend the right commands for your customers when they ask.

If a customer asks a question that can be handled by one of the three commands below, the AI agent ALF will recommend the appropriate command.

1. Order List

   • Customers can view information about their last five orders

     • Order Number

     • Order Status (Waiting for payment, Preparing to Ship, Shipped, Delivered, Exchanged, Returned)

     • Ordered Items

     • By clicking 'View details' for each order, you can see the expected delivery date for each order or cancel the order.

2. Estimated Shipping date

   • Information about the past 5 orders

   • The command is only available if you have WMS integration, as it requires inventory data for the product.

3. Cancel Order

   • Customers can view up to 5 orders that are still within the cancellation window and cancel the order themselves.

   • You can set up automatic credit card refunds when an order is cancelled.

   • Does not support partial cancellations.

You can use Shopify Hub by:

1. Integrating Shopify

2. Installing the app

3. Setting up the app

If you have not yet integrated Shopify, please follow the guide to integrate Shopify with Channel Talk → How-to integrate Shopify

Install the following to apps under [Channel Settings] - [Integration] - [App Store]

• Shopify Hub

• Logiless (Optional)

  • You can only use Shopify Hub without a WMS, in which case you can only use the order list and cancel commands.

[Channel Settings] - [Integration] - [App Store] - [Shopify Hub]

1. Select WMS (optional)

   • We currently only support Logiless WMS, and you need to install the Logiless app in advance to integrate Logiless. The path to install the app is [Channel settings > Integration > App store > Logiless app].

   • If you use Shopify without WMS, you can only use cancel orders and order list commands, but you can't use the estimaed shipping date command.

2. Order Cancellation Processing Method

   • Cancel complete

     • When a customer uses the Cancel order command, the cancellation and refund are processed automatically.

   • Request cancel

     • When a customer uses the order cancellation command, the order cancellation is completed only after a manager accepts it via User Chat.

   • Allowed Period Setting

     • If you do not set an allowed period, the order cancellation button will not be displayed after the invoice number has been issued.

     • If you set an allowed period, customers can only cancel orders within that period after completing the order, and the order cancellation button will not be displayed thereafter.

     • If the allowed period is set to 0 days and 'n' hours, it operates specifically depending on the time of order.

   • Tags for Disallowing Cancellation

     • Order: Orders with this tag added in the Shopify admin cannot be canceled by the customer.

     • Product: Orders that include even one product with this tag added in the Shopify admin cannot be canceled by the customer.

3. Shipping Address Change

• Allowed Period Setting

  • If you do not set an allowed period, the order shipping address change button will not be displayed after the invoice number has been issued.

  • If you set an allowed period, customers can only change the shipping address within that period after completing the order, and the shipping address change button will not be displayed thereafter.

  • If the allowed period is set to 0 days and 'n' hours, it operates specifically depending on the time of order.

• Tags for Disallowing Shipping Address Change

  • Order: Orders with this tag added in the Shopify admin cannot have their shipping address changed by the customer.

  • Product: Orders that include even one product with this tag added in the Shopify admin cannot have their shipping address changed by the customer.

1. Navigate to [Shopify Admin] - [Settings] - [Apps and sales chnanels] and click [Channel.io].

2. Click [Open app] on the top right corner.

3. Update data access

4. Please confirm that your access has changed from [View Orders] → [Edit Orders]

Can non-members or logged-out customers check order information?

Order information can be checked via email authentication.

• When a non-member customer executes a command, an email authentication screen will appear.

• After entering their email address and completing authentication, order details linked to the authenticated information will be loaded.

• Based on the linked order details, customers can execute command actions such as viewing the order list, checking the estimated shipping date, canceling orders, and changing the shipping address.