> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Shopify Voice AI Integration Guide

> Connect DialNexa voice AI with Shopify to answer order questions, check fulfillment, collect return details, and route store actions safely.

The **Shopify voice AI integration** helps ecommerce teams answer common order calls using current customer, order, fulfillment, and product context. It can reduce repetitive status questions while keeping refunds, cancellations, and address changes protected.

<Warning>
  A catalog page describes a possible workflow. It does not confirm that a native Shopify connector is enabled in your workspace. Check **Integrations** in the DialNexa dashboard first. If Shopify is not listed, use a custom function, agent webhook, or external automation service.
</Warning>

## When to use the Shopify voice AI integration

Use Shopify when:

* Customers call about order status, delivery, products, returns, or cancellations.
* The agent can verify the caller against a specific order before sharing details.
* Fulfillment and tracking information should be read from the matched order.
* Money movement and order changes follow store approval rules.

<Tip>
  **Best first workflow:** Verify the caller with the order number and an approved identity field, read fulfillment and tracking status, and create a support handoff when the order needs a change.
</Tip>

## Before you begin

Prepare the following:

* A published DialNexa agent that has already passed a basic test call.
* Access to the DialNexa workspace **Integrations** page.
* A Shopify account with permission to read or update the required records.
* One test record that does not affect a live customer.
* A list of actions that can run automatically and actions that require human review.

## Choose how to connect Shopify

| Connection method                                   | Use it when                                               | Important limit                                                             |
| --------------------------------------------------- | --------------------------------------------------------- | --------------------------------------------------------------------------- |
| Workspace connector                                 | Shopify appears in your DialNexa **Integrations** page    | Available actions and authentication depend on your workspace               |
| [Custom function](/docs/agent-settings/custom-functions) | The agent needs Shopify data during the live conversation | Keep the request fast and return only the fields the agent needs            |
| [Agent webhook](/docs/api-access/agent-webhooks)         | Shopify should receive a result after the call            | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation                                 | The workflow spans Shopify and several other systems      | Monitor the external workflow separately from the DialNexa call             |

## Build the Shopify voice AI workflow

1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
2. Choose the connection method from the table above.
3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
5. Store the destination record URL or ID with the call result so your team can trace the handoff.
6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

## Data to map between DialNexa and Shopify

* Customer and order IDs, order number, verified email or phone, and store
* Financial and fulfillment status, shipment, tracking, items, and delivery address
* Call ID, verification result, request type, return reason, summary, and owner
* Product or variant ID when the question concerns availability or compatibility

## High-value Shopify voice AI workflows

| Call outcome                               | Shopify result                                          | Human control                                      |
| ------------------------------------------ | ------------------------------------------------------- | -------------------------------------------------- |
| Customer asks where an order is            | Read fulfillment and tracking status                    | Share data only after order verification           |
| Customer wants a return                    | Capture items and reason, then create a support handoff | Apply store return eligibility rules               |
| Customer wants to cancel or change address | Record the exact request and order state                | Require approval before modifying an order         |
| Customer asks a product question           | Read approved catalog fields                            | Escalate uncertain compatibility or stock promises |

## Verify the Shopify integration

Run a test call and confirm that:

1. The caller passes your approved order-verification check.
2. The workflow reads the intended order, fulfillment, tracking, or product record.
3. The DialNexa call ID prevents duplicate support handoffs or updates.
4. Address changes, cancellations, returns, and refunds follow store eligibility and approval rules.
5. A failed lookup or write creates a visible task with the order and call IDs.

## Troubleshoot Shopify integration issues

| Problem                               | What to check                                                                                                                                     |
| ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Shopify is not shown in the dashboard | Use a custom function, webhook, or external automation service, or [request the integration](/docs/dashboard-integrations/requesting-new-integrations) |
| Authentication fails                  | Reconnect the account and verify scopes, workspace ownership, and token expiry                                                                    |
| Order is not found                    | Confirm the order number and approved identity field, then use the exact Shopify order ID                                                         |
| Duplicate handoffs or changes appear  | Use the DialNexa call ID as an idempotency key and make retries safe                                                                              |
| The live call becomes slow            | Move nonessential writes to a post-call webhook and keep live lookups small                                                                       |

## Related pages

* [DialNexa integrations overview](/docs/integrations/overview)
* [Connect dashboard integrations](/docs/dashboard-integrations/connecting-integrations)
* [Use integrations in agents](/docs/dashboard-integrations/using-integrations-in-agents)
* [Use integrations in workflows](/docs/dashboard-integrations/using-integrations-in-workflows)
* [Integration workflow tutorials](/docs/tutorials/integration-workflows)