Shopify WhatsApp customer support that starts with the order.
Shopify WhatsApp customer support works best when the agent already knows who is writing. On WhatsApp the phone number identifies the customer, so Cloodot's AI agent reads their Shopify orders, tracking and account details without asking for an order number, answers from your policies, and hands anything that needs a person to your team in the same thread.
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What makes Shopify support on WhatsApp slow?
Most WhatsApp support for a Shopify store is the same handful of jobs: where is my order, what did I order, change my address, is this back in stock, do you ship to me, how do returns work. None of them is hard. Each one starts with a teammate asking for the order number, opening Shopify in another tab, and pasting the status back.
That copy and paste is where the time goes, and where mistakes creep in: the wrong order for a customer with two, last week's tracking link, a delivery date somebody guessed.
WhatsApp already solves the identity half. The customer is writing from the number on their Shopify account. The support tool only has to use it, and know when to stop and get a person.
How does Shopify WhatsApp customer support work in Cloodot?
Install the Shopify skill set and grant it your Shopify connection, or paste an Admin API token. Because WhatsApp proves the customer's number, Check an Order can run with no input and return their most recent order: payment and fulfillment status, items, carrier, tracking number and link. Recent Orders lists their last few orders as cards for "I have two parcels coming." If a quoted number doesn't match, the agent says no order matched and offers a person; it never hints at whose order it might be.
Account changes happen in the chat. My Details shows what the store holds; Update Contact Details and Update Address change a name, email, phone or saved address after the agent reads the new value back and hears a yes. Pre-sales questions use Check Stock & Options and Add to Cart & Checkout, so a support chat can end in an order.
Workflows send the first message when you need to. Shopify triggers for Order placed, Shipment shipped, Out for delivery, Delivery failed, Order delivered, Order cancelled and Refund issued can each send an approved template, and the reply lands in the thread the agent is already in. Policies and FAQs live in the knowledge base; when a handover condition matches, the conversation moves to a teammate or team inbox with the reason and a priority.
How to set up Shopify customer support on WhatsApp
5 steps
Connect your WhatsApp number
Add your WhatsApp Business number under Settings → Organization → Channels, so conversations arrive in the shared inbox.
Connect Shopify with order access
Create a custom app in Shopify's Dev Dashboard with read_products, read_orders, read_customers and read_fulfillments, turn on protected customer data access, and paste the store domain, client ID and secret into Settings → Integrations.
Install the Shopify skill set
From Intelligence → Skill Sets → Explore, install Shopify, enter your shop domain, grant your Shopify connection, and enable the order, account and cart skills on your persona's Skills tab.
Add policies and handover rules
Put shipping, returns and payment policies in the knowledge base, then add handover conditions such as "customer asks for a refund" so those reach a person.
Turn on proactive updates
Build workflows on the Shopify triggers you need, starting with Shipment shipped, each sending an approved utility template to the customer's phone.
What Cloodot does here
Check an Order and Recent Orders
Status, items, carrier and tracking, read live from Shopify for the customer the WhatsApp number identifies.
Account self-service
My Details, Update Contact Details and Update Address, with a read-back before anything is saved.
Shopify order triggers
Placed, shipped, out for delivery, delivery failed, delivered, cancelled and refunded: each can start a workflow that sends a template.
Explore Skills & workflowsHandover to humans
Refund requests, damaged items and anything your conditions name reach a teammate with the reason and a priority.
Explore AI agent
Who this is for
Shopify stores whose customers already message on WhatsApp, often because the number is on the packaging, the order confirmation or a Click-to-WhatsApp ad, and whose team answers today from a shared phone or the WhatsApp Business app.
Support teams that want WhatsApp, Instagram, Messenger, web chat and email in one inbox, with the AI agent taking first replies around the clock and people taking the conversations that need judgment.
Stores that sell across borders. The agent understands messages in any language and replies in the ones you choose, and the order facts it quotes come from Shopify, not from a translated script.
What the Shopify connection can and can't do
- The order skills need order access. The Shopify App Store install syncs products and collections today but doesn't receive order or customer data yet, so connect the store with its own custom app (read_orders, read_customers and read_fulfillments, plus write_customers for the update skills) or paste an Admin API token into the skill set.
- The agent reads orders; it doesn't cancel, edit or refund them. Those requests go to your team in Shopify admin, and the Order cancelled and Refund issued triggers confirm the outcome to the customer once it's done.
- Update Address changes the saved address on the account, not an order already placed. If a parcel is already on its way, the agent says so and hands over rather than implying it was redirected. Out for delivery, Delivery failed and Order delivered fire only for carriers Shopify receives tracking updates from.
Questions teams ask
Does the customer have to give an order number?
Not on WhatsApp. The channel identifies the customer by their phone number, so the agent can look up their latest order, or list recent ones, straight away. When someone quotes a specific number, the agent checks that order. On channels that don't identify the customer, it asks for the order number plus the email or phone used at checkout.
Can the AI issue refunds or cancel orders in Shopify?
No. The Shopify connection reads orders and can update a customer's contact details and saved address, but it doesn't cancel, edit or refund orders. Add a handover condition for those requests so a teammate handles them in Shopify admin; the Order cancelled and Refund issued triggers can then confirm the result to the customer automatically.
What does WhatsApp support cost on top of Cloodot?
Meta charges for template messages you send first, such as shipping updates, per delivered message at a rate that depends on the category and the customer's country, and bills you directly. Replies to a customer who wrote to you, within 24 hours of their last message, aren't charged. Cloodot's plan is separate and isn't priced per seat.
Can we send shipping updates automatically?
Yes. Shopify · Shipment shipped fires once per package with its tracking link, Out for delivery and Delivery failed follow the carrier's scans, and Order delivered fires when the last package arrives. Each sends an approved utility template. The scan-based triggers need tracking that Shopify receives, from a label bought in Shopify or a carrier Shopify follows automatically.
What happens when the AI doesn't know the answer?
It doesn't invent one. Order facts come only from the Shopify skills, and if a lookup fails the agent says so. Policy answers come from your knowledge base. When neither covers the question, or a handover condition matches, the conversation goes to a teammate or team inbox with the reason recorded, and the agent stops replying.
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