The integration of Shopify with BoldDesk enhances the capabilities of support teams by providing easy access to data about customers and their orders.

Check out this video tutorial.

Key features

The following are the key features of this integration:

1. Enhanced support for connecting multiple stores.
2. Seamless access and retrieval of comprehensive customer information.
3. Real-time access to a customer’s recent orders, including item purchases, pricing, shipping charges, and discount details.
4. Comprehensive overviews of the customer’s entire order history.

Plan limits

Find the details of the store limits for each plan.

Create and Install Custom App in Shopify

1. Sign into your Shopify store.

2. Go to Settings -> Apps.

3. Click on Develop apps / App development.

   

4. Click on Build apps in Dev Dashboard.

   

5. In the Dev Dashboard, click on Create custom App.

6. Select Start from Dev Dashboard.

7. Enter an App name and click Create.

   

8. Under the versions tab, use the default URL https://shopify.dev/apps/default-app-home.

9. Disable Embed app in Shopify admin.

   

10. Set the Webhooks API version to the latest stable version.

    

11. In Access select the required Scopes (read_customers, read_orders, write_orders).

    

12. Then click Release and confirm.

    

13. To set a distribution method for an app, go to the Home tab.

14. Click Select distribution method.

    

15. Choose Custom distribution.

    

16. Enter the Shopify store domain and enable Allow multi-store install for one Plus organization.

    

17. Click Generate a link.

    

19. Open a new browser tab and paste the installation link generated in the previous step.

20. This opens the Shopify app installation page.

    

21. Select your store and click Install.

    

22. A confirmation message will appear once installation is complete.

23. In the Shopify Dev Dashboard, open the newly created custom app.

24. Navigate to Settings -> Credentials.

25. Copy the Client ID and Client Secret.

    

Install and configure the Shopify app in BoldDesk

Follow the given steps to install the Shopify app:

1. Go to Admin menu > Marketplace.

2. Search and select the Shopify app.

   

3. Click Install to initiate the installation of the Shopify app.

   

4. Configure Account - Enter the store name, specify the subdomain for the store, and provide the Client ID and Client Secret.

   

5. App permissions allow you to manage access to integrated applications within your organization. You can control who can read, modify, and use applications based on roles and brands. Learn more on Managing App Permissions and Visibility in BoldDesk.

   

Manage the Shopify store

How to connect with multiple stores

To add an additional Shopify store in the BoldDesk app, follow the given steps:

1. Click Admin menu > My Apps > Shopify > Edit to open the Shopify page.

2. Click Add Store.

   

Editing the details of a Shopify store

Follow the given steps to edit the details of a Shopify store:

1. Click Admin menu > Marketplace > Shopify > Edit.

2. Click the Kebab icon under Action and select Edit to access the Edit Store page.

3. Modify the store details on the Edit store page.

4. Click Save.

   

Deactivating a Shopify store

Follow the given steps to deactivate a Shopify store:

1. Click Admin menu > Marketplace > Shopify > Edit.

2. Click the kebab icon under Action and select Deactivate.

   

3. Click the Yes, Deactivate button in the confirmation dialog to deactivate the Shopify store.

   

Deleting a Shopify store

Follow the given steps to delete a Shopify store:

1. Click Admin menu > Marketplace > Shopify > Edit.

2. Click the kebab icon under Action and select Delete.

   

3. Click the Yes, Delete button in the confirmation dialog box to delete the Shopify Store.

   

Activating a Shopify store

Follow the given steps to activate a Shopify store:

1. Click Admin menu > Marketplace > Shopify > Edit.

2. Click the kebab icon under Action and select Activate.

   

3. Click the Yes, Activate button in the confirmation dialog box to activate the Shopify store.

   

Frequently Asked Questions (FAQs)

1) What does the Shopify integration add to BoldDesk?
It gives agents quick access to customer profiles, recent orders (items, prices, shipping, discounts), and a full order history directly in tickets/contacts/chat, so support can resolve issues faster with complete context.

2) Can I connect multiple Shopify stores? How many are allowed per plan?
Yes. Store limits by plan:

• Enterprise (Team Based): 5 stores (only plan available to new customers)
• Business (Legacy): 5 stores
• Scale (Legacy): 1 store
• Momentum (Legacy): 1 store
• Essential (Legacy): 1 store
• Pro (Legacy): 1 store

Legacy plans are unavailable to new customers; existing customers on those plans retain access.

3) How do I view Shopify data inside a ticket?
Open the ticket → click Apps (right sidebar) → open Shopify → in the Shopify tab select the store → view customer and order details.

4) What are the prerequisites to connect a Shopify store to BoldDesk?
Create a Shopify custom app in the Dev Dashboard, set Webhooks API to the latest stable version, and grant scopes: read_customers, read_orders, write_orders. Generate the install link, install the app to the store, then in BoldDesk (Admin → Marketplace → Shopify) enter the Store name, subdomain, Client ID, and Client Secret to finish configuration.

5) Why can’t I cancel or refund an order?

• Cancel: Allowed only if no payment has been made and items are not shipped/fulfilled.
• Refund: The Refund button is disabled if the order has no payment to return.

6) Can I embed a BoldDesk web form in Shopify and what permission is needed?
Yes. Copy the web form embed code from BoldDesk and paste it into your Shopify page. You need the Manage settings permission (Admin → Roles and permissions → Admin → Manage Settings) to create/configure forms.

7) Can the BoldDesk AI Agent use Shopify data in live chat or the web widget?
Yes. Install & connect the Shopify app in BoldDesk, enable the AI Agent in your Live Chat/Web Widget, and embed the widget on your Shopify storefront. The AI Agent can then read customer/order data to answer order questions and automate common workflows. (Note: OAuth-based authentication is not supported for this integration at the moment.)