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MerchantAI goes beyond answering questions — when connected to your Shopify store, it can take meaningful steps in the shopping journey on a visitor’s behalf. Workflows are the actions your agent can perform, from helping a shopper find the right product to surfacing their order status. Each workflow is designed so that your team stays in control of anything sensitive, while your agent handles the high-volume, low-risk interactions automatically.

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Supported workflows

Product discovery

When a shopper describes what they are looking for, the agent searches your indexed Shopify catalogue and surfaces relevant products, variants, and collections. It activates whenever a visitor asks about a product category, a specific use case, or product attributes such as size, colour, or material.

Cart review and checkout links

The agent can review the contents of a shopper’s current cart and present a direct link to the Shopify checkout. This workflow activates when a shopper asks about their cart, requests help completing a purchase, or needs confirmation of what they are about to buy. The actual checkout process — payment, address entry, and fulfilment — happens entirely within Shopify.

Order lookup

When order lookup is enabled for your workspace, the agent can retrieve the current status and tracking information for an order when a shopper provides their order number and email address. It activates when a visitor asks where their order is or requests a delivery update.
Refunds, order cancellations, returns, discount applications, and sensitive account changes are never handled by the agent. These actions always trigger a handover to your human team. Do not configure the agent to attempt these actions, and make sure your system prompt does not suggest otherwise.

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Enabling order lookup

Order lookup is not active by default. You must explicitly enable it for your workspace in Configuration → Workflows → Order Lookup. Once enabled, the agent can surface order status and tracking details when a shopper supplies a matching order number and email address. Order lookup exposes only order status and shipping information — it does not surface payment details, billing addresses, or any financial data.

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Cart and checkout

The cart review workflow provides the shopper with a summary of their current cart and a link that takes them directly to the Shopify checkout page. MerchantAI does not process payments, modify cart contents programmatically, or interact with Shopify’s checkout flow beyond generating the link. Your store’s existing checkout, payment gateway, and fulfilment logic remain fully intact.

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Human approval

Any workflow action that MerchantAI identifies as sensitive — such as a request to change an order, process a refund, or apply a discount — automatically triggers a handover to your human team. The agent does not attempt the action; instead it surfaces the handover card for the visitor and passes the full conversation context to your team. You can configure additional triggers for human approval in Configuration → Guardrails → Escalation Rules.
Before going live, use the Preview mode in the dashboard to test each workflow with realistic shopper queries. Run through product searches, cart review, and order lookup with test data so you can confirm the agent behaves as expected before real visitors interact with it.