With the Shopify integration set up, you will find all bots related to Shopify in the Templates tab under the Chatbots section. Choose the template you like and click Use. A version of the bot is created. You can make required changes to the bot, preview the bot, and publish it. 


There are 3 versions of the Shopify template bot:


  1. Shopify Bot - Used to automate track order, get context for refund, cancellation, and payment issues
  2. Shopify Bot for WhatsApp - This bot is optimized for WhatsApp channel to automate track order, get context for refund, cancellation, and payment issues.
  3. Shopify Advanced Bot - automates track order, refund, and cancellation. Context collection for payment issues


Let’s look at how you can use the Shopify bot template for your business. The template covers 5 major use-cases that are common across e-commerce businesses.

  • Track order

  • Order cancellation

  • Order refund

  • Payment issues

  • Other queries



Track order:

You can view order details, track order status, get the tracking URL and open it in a new tab, view the price details and quantity of every line item in the order, payment status (paid or unpaid order), and fulfillment status (delivery status).


Order cancellation:

Depending on the payment status of the order, this flow will help the bot do the needful. In the case of an unpaid order, this flow will just cancel the order. If the order has been paid for, this flow will cancel the order and trigger a refund to the customer.


Order refund:

Any completed or fulfilled (delivered to the customer) order that is paid for - either COD (cash on delivery) or prepaid, is eligible for a refund. As an admin, you can choose to use this flow to automate your refund process. This flow will list all the orders eligible for a refund. Once triggered, the amount will be refunded to your customer.


Payment issues:

This is a flow that will list common payment issues e-commerce businesses/customers face. The context is retrieved and the conversation is transferred to an agent seamlessly.


Other queries:

Every e-commerce store will have its own policies and FAQs relevant to the industry. This flow is connected to the Answers module in the bot builder. By default, the module is disabled. Depending on your FAQ configuration, you can enable the module and connect your bot to your knowledge base.