Connecting your Shopify store

Connecting Shopify lets Aigento see the order and customer behind a support
conversation, and lets AI-assisted replies act on the store — issuing a refund,
starting a return, checking stock — instead of just describing what you should
go and do by hand.

Two ways to connect

From Settings. Settings → Integrations → add Shopify, enter your store
domain, and approve the permission screen Shopify shows you. You are returned
to Aigento with the store connected.

From the Shopify App Store. Install the Aigento app from within Shopify.
The install completes in Shopify's embedded admin and hands off to the same
place.

Both routes end up in exactly the same state: one integration record and one
scope for the store, which its tickets belong to. Which one you use is a
matter of where you happen to be standing.

What Aigento asks for, and why

Shopify shows you a consent screen listing the permissions the app requests.
Aigento asks only for permissions that a feature actually uses — nothing is
requested "just in case".

Read access covers orders, customers, products, inventory, locations,
shipping, discounts, gift cards, and your published store policies (privacy,
refund, shipping, terms). The store policies are read once during onboarding to
seed your knowledge base, so your AI answers quote your own policy wording
rather than something generic.

Write access covers orders, order edits, customers, returns, discounts and
gift cards. These back the actions an agent (or an approved AI reply) can take
from inside a ticket: refund or partially refund an order, cancel it, mark it
paid, edit a shipping address, resend a confirmation or shipping notification,
add an order note, update tags, start or approve a return and generate a return
label, create a discount code, issue a gift card, update a customer's address,
tags or marketing consent, and send an account invite.

Before an order ships, the AI can also edit it: change how many of an item the
customer gets, remove an item, or swap an item for another variant (say, size M
instead of L). Shopify only allows edits to items that have not shipped, and
never to cancelled or archived orders. If the edit raises the total, Aigento
does not send an invoice — the reply tells the customer the amount due and your
team follows up on payment. If it lowers the total, the difference is recorded
as owed to the customer and is only paid out as a refund when your approval
settings allow one. Stores connected before order editing existed approve the
extra "order edits" permission once, by opening Aigento in Shopify admin.

If your store is connected through a custom app that was configured with a
narrower permission set, Aigento notices at connect time and tells you exactly
which permissions are missing rather than failing later with an opaque error.
Individual actions that need a permission you have not granted report that
clearly instead of silently doing nothing. Granting write_orders also
satisfies anything that only needed read_orders, so you do not need to list
both.

What happens after connecting

Aigento subscribes to a small set of Shopify notifications:

• new and updated orders,
• new and updated customers,
• app uninstalled,
• permission changes.

New and updated customers are kept in sync so a conversation can be matched to
the right shopper. Orders are not copied into Aigento. They are fetched
live from Shopify at the moment you open a ticket, so what you see is what your
store says right now — no stale cache, no sync lag, and no second copy of your
order data sitting somewhere else.

If a merchant changes the app's permissions in Shopify later, Aigento is told
and re-evaluates the grant. If the permissions are sufficient again, a previous
permission warning clears itself; unrelated errors are left alone.

Uninstalling and reconnecting

Uninstalling the app in Shopify marks the integration inactive and deletes the
stored session. The integration record itself is kept, so reconnecting later
picks up where you left off rather than starting from scratch — your tickets
keep their link to the store.

Linking orders to tickets

Aigento distinguishes between two kinds of link:

• Confirmed links — an order you (or an agent) attached to a ticket. These
  are exact and are enforced by the database.
• Suggestions — matches Aigento proposes, each with a confidence score.
  These can be wrong; that is what the confidence score is for. Confirm one and
  it becomes a real link.