Connect Shopify
Sync products, orders, and customers so the AI can answer order questions from live data.
On this page
Connecting a store is the single change that most improves AI answer quality for an ecommerce team, because it turns "where is my order" from an escalation into an instant answer.
Connect
- Open Connections and choose Connect on the Shopify card.
- Enter your store domain (
your-store.myshopify.com). - Approve the permission screen in Shopify.
- You are returned to Kognit and the first sync starts automatically.
The first sync takes a few minutes for a large catalog. You can carry on working while it runs.
What syncs
| Data | Used for |
|---|---|
| Products | Product questions, recommendations, widget product cards |
| Orders | Order status answers and the Customer 360 panel |
| Customers | Contact matching and lifetime value |
Live updates
Kognit registers webhooks with Shopify at connect time, so new orders appear without waiting for a scheduled sync. Webhook registration is deliberately non-blocking — if Shopify is briefly unavailable, the connection still succeeds and periodic syncing covers the gap.
How order lookups work
When a customer asks about an order, the AI:
- Looks for an order number in the message
- Failing that, checks earlier messages in the thread
- Failing that, matches the customer's email address to their orders
- Failing all three, asks for the order number
This is why a customer writing from the address they ordered with gets an instant answer, and one writing from a different address gets asked a question first.
See Order lookups.
Refunds are never automated
The AI can tell a customer the status of a refund. It will never issue one. Refund requests always escalate to a human — see How Autopilot decides.
Uninstalling
Removing the app in Shopify notifies Kognit, which stops syncing. Your tickets and contacts remain; only the live store connection ends.
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