Shopify integration
Pull real-time order data, customer history, and fulfilment status directly into Liya conversations.
The Shopify integration gives your support agents instant access to order details, customer purchase history, refund status, and shipping tracking — without leaving the Liya inbox. Liya also uses this data to generate more accurate AI drafts (e.g. referencing the actual order number and carrier in a shipping reply).
What the integration provides
| Feature | Description |
|---|---|
| Order lookup | Agents see order number, items, status, and fulfilment in the conversation sidebar |
| Customer history | Lifetime order count, total spend, and last order date shown on the contact card |
| Refund status | Outstanding refund requests and timeline visible in ticket context |
| Tracking link | Carrier and live tracking link pulled from fulfilment data |
| AI context | Order data is injected into AI draft context — drafts reference real order details |
| Order actions | Trigger refunds, resend order confirmation emails, or cancel orders directly from Liya (requires write scope) |
Connecting Shopify
Go to Settings → Integrations → Shopify
In your LiyaSupport dashboard, navigate to Settings → Integrations and click Connect → Shopify.
Enter your Shopify store URL
Enter your store URL in the format your-store.myshopify.com. Do not includehttps:// or trailing slashes.
Install the Liya app from the Shopify App Store
You'll be redirected to the Shopify App Store to install the LiyaSupport app. Click Install app and grant the requested permissions.
read_orders,read_customers, read_fulfillments, and optionallywrite_orders if you want to take order actions from Liya.Configure customer matching
Liya matches Shopify customers to Liya contacts using email address. If a customer emails from the same address they used on Shopify, their order history is automatically surfaced.
You can also enable phone number matching for SMS/WhatsApp contacts.
Order data in conversations
Once connected, the conversation sidebar shows a Customer orders panel with:
- The 5 most recent orders (expandable to all orders)
- Order status: Unfulfilled, Fulfilled, Cancelled, Refunded
- Line items and quantities
- Shipping carrier and tracking number (clickable link)
- Payment method and last 4 digits
- Refund history with amounts and dates
Click any order to expand full details. All data is loaded in real time from Shopify — there's no delay or caching.
AI draft enhancement
When the AI detects a shipping or order-related inquiry, it automatically retrieves the customer's most recent order and incorporates details into the draft:
- Order number and date
- Expected delivery window (from tracking data)
- Carrier name and tracking link
- Whether the order is eligible for a refund or exchange
This means agents receive drafts like: "Hi Jane! Your order #8294 shipped on July 1st via UPS (tracking: 1Z999AA1012345678) and is estimated to arrive by July 5th..." — fully personalised without the agent having to look anything up.
Order actions
If you granted write permissions during installation, agents can take order actions directly from the Liya conversation sidebar:
- Issue refund — full or partial refund with reason code
- Resend order confirmation — re-sends the Shopify order confirmation email
- Cancel order — cancels an unfulfilled order with optional stock restock
- Create return — initiates a return/exchange flow
Disconnecting Shopify
Go to Settings → Integrations → Shopify → Disconnect. Existing conversation data is retained, but the Shopify panel will no longer appear in new conversations. You can also uninstall the Liya app from your Shopify Admin under Apps → Installed apps.