Connect commerce context
Shopify support works best when the agent can answer product questions from knowledge and use approved commerce Actions for customer-specific workflows such as cart assistance, order context, profiles, and billing address updates.
Keep store policies in knowledge
Add shipping, returns, warranty, sizing, fulfillment, and payment policy pages to the knowledge base. The agent should use these sources when answering buyer questions before or after purchase.
Escalate sensitive cases
Use handoff for payment disputes, fraud concerns, damaged goods, account ownership questions, and anything that requires a human review. The agent can collect context before escalation so the support team starts with a useful summary.