Shopify Integration

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Features

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Getting Started

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Prerequisites

• A Shopify store (any plan)
• A Ansa account (Starter plan or higher)
• Admin access to your Shopify store

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Step 1: Connect Your Store

1. Visit the Shopify App Store and click Install
2. Authorize Ansa in your Shopify admin
3. You’ll be redirected to the Ansa dashboard automatically

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Step 2: Link an Agent

1. After connecting, click Link Agent
2. Select an existing agent or create new
3. Configure sync settings
4. Click Save

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Step 3: Install Widget

1. Click Install Widget
2. Ansa adds the chat widget to your storefront
3. Widget appears on all pages automatically

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Knowledge Sync

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What Gets Synced

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Manual Sync

1. Go to Integrations → Shopify
2. Find your store
3. Click Sync Now

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Automatic Sync

• When you first connect
• When products are updated in Shopify (via webhooks)
• Daily refresh to catch any changes

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Product Display

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How It Works

• Product image
• Title and description
• Price (with sale price if applicable)
• Variants (size, color, etc.)
• Add to cart button

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Example Conversation

Customer: Do you have running shoes? Agent: Yes! Here are our most popular running shoes: [Product Card: Nike Air Zoom - $129.99] [Product Card: Adidas Ultraboost -$189.99] Would you like details on any of these?

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Configuring Products

When a customer asks about products, search the product catalog
and display up to 3 relevant products with the product_display tool.

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Page-Aware Context

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How It Works

• Current page URL — Product page, collection, cart, etc.
• Product details — If on a product page, the full product info
• Collection context — What category they’re browsing
• Cart contents — What’s in their cart

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Example Conversations

Customer: What colors does this come in? Agent: The Classic Oxford Shirt comes in Navy, White, and Light Blue. All colors are currently in stock!

Customer: Which of these is best for running? Agent: From our Athletic Footwear collection, I’d recommend the Nike Air Zoom for daily training or the Adidas Ultraboost for long-distance comfort.

Customer: Will these fit together? Agent: Great choices! The Medium shirt and 32” jeans you’ve selected are a classic combination. Want me to check size availability?

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Benefits

• Faster resolutions — Skip “which product?” back-and-forth
• Natural conversations — Customers ask questions like they would in a store
• Smarter recommendations — Suggest complementary items based on what they’re viewing
• Reduced friction — Context-aware support feels effortless

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Rich Chat Components

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Available Components

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Product Slideshow

Customer: Show me your best sellers Agent: Here are our top 5 best sellers this month: [← Product Slideshow: 5 products →] Swipe to browse, or tap any product for details!

• Product recommendations
• Collection highlights
• Cross-sells and upsells
• New arrivals

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Interactive Forms

• Return requests — Order number, reason, item selection
• Contact forms — Pre-filled with customer data when logged in
• Size finder — Height, weight, fit preference
• Custom orders — Specifications, quantities, preferences

• Text inputs and text areas
• Dropdown selects
• Radio buttons and checkboxes
• Date pickers
• File uploads
• Field validation

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Quick Reply Buttons

Agent: How can I help you today? [Track Order] [Return Item] [Product Question] [Talk to Human]

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Configuring Components

1. Go to Agents → Select agent → Tools
2. Enable desired component tools
3. Train your agent when to use each

When showing 3+ products, use the slideshow component.
For single products, use a product card.
Always offer quick replies for common next steps.

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Refund Handling

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Customer Experience

1. Customer asks about refund
2. Agent collects order number and reason
3. Agent submits refund request
4. Customer receives confirmation

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Managing Refunds

1. Go to Integrations → Shopify → Refunds
2. View pending refund requests
3. For each request, see:
   • Order details
   • Items to refund
   • Customer reason
   • Conversation link
4. Click Approve or Reject

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Auto-Approve

1. Go to store settings in Shopify integration
2. Enable Auto-Approve Refunds
3. Set maximum amount (e.g., $25)
4. Refunds under threshold are approved automatically

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Widget Installation

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Automatic Installation

1. Click Install Widget in the integration
2. Widget is added to your store’s <head>
3. Appears on all storefront pages

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Customization

1. Go to Settings → Widget
2. Customize colors, position, launcher
3. Changes apply to Shopify automatically

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Removal

1. Go to Integrations → Shopify
2. Click store menu (⋯)
3. Select Uninstall Widget

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Customer Identification

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How It Works

• Identifies them by their Shopify customer ID
• Loads their profile information
• Pre-fills forms with their details
• Enriches agent context with order history

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What Data Is Captured

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Benefits

Agent: "Hi Jane! Welcome back. I see you've ordered from us 5 times!"

• Past order history
• Total customer value
• Customer tags (VIP, wholesale, etc.)
• Whether they’ve had issues before

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Privacy & Data Handling

• Customer information is encrypted in transit and at rest
• Data is only accessible to your agents during conversations
• No sensitive payment or password information is ever captured

• Identification only works when customers are logged in
• Logging out clears all identification data
• Customers can request data deletion per your store’s privacy policy

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Guest Customers

• No identification occurs
• Forms are shown blank for manual entry
• Agent provides standard (non-personalized) support

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Technical Details

• Shopify Liquid templates to access customer data
• The widget’s .identify() method to pass data
• Automatic cleanup on logout via .resetUser()

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Order Lookups

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What Customers Can Ask

• “Where is my order?”
• “What’s the status of order #1234?”
• “When will my package arrive?”
• “What did I order last month?”

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Required Information

• Order number, OR
• Email address used for order

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Response Example

Customer: Where is my order #1234? Agent: I found your order! Here’s the status: Order #1234

• Status: Shipped
• Carrier: UPS
• Tracking: 1Z999AA10123456784
• Estimated delivery: December 28

[Track Package →]

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Store Settings

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Agent Settings

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Refund Settings

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Multi-Store Support

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Setup

1. Connect first store normally
2. Return to Integrations → Shopify
3. Click Connect Another Store
4. Repeat setup process

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Agent Assignment

• Same agent — Unified support experience
• Different agents — Customized per brand

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Considerations

• Each store counts toward your agent limit
• Knowledge bases are separate per store
• Billing is per account, not per store

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Troubleshooting

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Widget Not Appearing

• Widget is installed (green indicator)
• No JavaScript errors on page
• Theme isn’t blocking third-party scripts

1. Click Reinstall Widget
2. Clear Shopify cache
3. Check browser console for errors

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Products Not Syncing

• Products are published
• App has required permissions
• Last sync wasn’t too long ago

1. Click Sync Now
2. Check sync status
3. Verify permissions in Shopify admin

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Refund Requests Missing

• Refund tool is enabled
• Agent is trained to use refund flow
• Customer provided order details

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Disconnected Store

1. Click Reconnect
2. Re-authorize in Shopify
3. Widget and settings are preserved

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API Access

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Get Connected Stores

curl "https://api.ansa.so/shopify/shops" \
  -H "Authorization: Bearer $ANSA_API_KEY"

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Sync Store

curl -X POST "https://api.ansa.so/shopify/shops/{shopId}/sync" \
  -H "Authorization: Bearer $ANSA_API_KEY"

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List Refund Requests

curl "https://api.ansa.so/shopify/refunds?shopId=xxx" \
  -H "Authorization: Bearer $ANSA_API_KEY"

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Best Practices

1. Keep policies updated — Sync after changing return/shipping policies
2. Test the widget — Place test orders and try the customer experience
3. Monitor refunds — Review auto-approved refunds weekly
4. Train specifically — Add Shopify-specific instructions to your agent

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Next Steps