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Channels

Shopify channel

Connect your Shopify store so the assistant can answer order, product, and shipping questions from live store data.

The Shopify channel turns your Gabbex assistant into a store-aware support agent. It can read your live product catalogue, answer questions about specific items, look up order status, explain shipping policies, and reduce the number of “where is my order” emails landing in your inbox.

What the Shopify channel does

When connected to a Shopify store, the assistant can:

  • Answer product questions from your live catalogue (price, availability, variants, descriptions).
  • Look up order status when a customer provides their order number and email.
  • Explain shipping options and timelines based on your store’s shipping zones.
  • Answer return and refund questions from your published policies.
  • Recommend products from your store when a customer describes what they need.

All of this works without you having to copy your catalogue into a Q&A list.

Connecting your Shopify store

  1. Open your assistant and go to Channels → Shopify.
  2. Click Connect Shopify.
  3. Enter your store domain (yourstore.myshopify.com).
  4. You will be redirected to Shopify to authorise the Gabbex app.
  5. Approve the requested permissions. Gabbex requests read-only access to products, orders, and store policies — it cannot modify anything in your store.
  6. You will be returned to the assistant with the Shopify channel marked as connected.

What permissions Gabbex requests

  • Read products — to answer product questions.
  • Read orders — to look up order status when a customer asks.
  • Read store policies — to surface your refund, shipping, and privacy policies.
  • Read customer information — only used to verify a customer when they ask about their own order.

Gabbex never requests write access. It cannot create, modify, cancel, or refund anything.

Order lookup security

When a customer asks about an order, the assistant requires both the order number and the email address on the order before showing details. This prevents anyone from looking up someone else’s order.

You can adjust the verification requirements from the channel settings if your store has different security needs.

Embedding the widget on your storefront

Connecting Shopify makes the assistant aware of your store, but it does not automatically place a widget on your storefront. To do that:

  1. Get the embed snippet from the Deploy page (see Deploying the website widget).
  2. Add it to your Shopify theme just before </body> in theme.liquid.
  3. Save and visit your storefront.

The widget appears on every page and the assistant has full access to your catalogue and order data.

Disconnecting Shopify

  1. Go to Channels → Shopify.
  2. Click Disconnect.
  3. The integration is revoked. The assistant can still answer general questions, but it loses access to live store data.

You can also uninstall the Gabbex app from your Shopify admin to revoke access from the Shopify side.

Common issues

  • “The assistant says it cannot find a product I know exists.” Check that the product is published to the Online Store sales channel in Shopify. Unpublished products are not visible.
  • “Order lookup is not working.” Make sure the customer is providing the exact email on the order. Check that the Read orders permission was granted during install.
  • “The widget is not on my storefront.” Connecting the channel does not embed the widget. Add the snippet from the Deploy page to your theme.

Next steps