The AI agent can automatically handle common customer requests by performing actions in Shopify and your helpdesk. This eliminates delays when customers need immediate changes to their orders, especially outside business hours when human agents aren't available.
Actions resolve requests instantly without human intervention, improving customer satisfaction and reducing team workload on repetitive tasks.
Using actions in guidance
Once enabled, you can reference these actions in your guidance instructions. The AI agent will automatically execute actions when mentioned in the "How to respond" field.
Example guidance using actions:
Title: "Customer wants to cancel unfulfilled order"
How to respond:
1. Check if the order is unfulfilled
2. If unfulfilled, apologize and explain we can cancel it
3. Cancel order
4. Confirm: "Your order has been cancelled and refunded. The refund will appear in your account within 5-7 business days"
5. Mark conversation as resolved
Action references in guidance:
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"Cancel order" → Executes cancel order action
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"Hold order fulfillment" → Puts fulfillment on hold
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"Remove [item name] from order" → Removes specified items
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"Add order tag: [order tag name]" → Tags the order
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"Change shipping address" → Updates delivery address
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"Process full refund" → Issues complete refund
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"Edit order items" → Modifies order contents
The AI agent recognizes these action phrases and performs the corresponding Shopify operations automatically. No special syntax required - just mention the action naturally in your instructions.
Available Shopify actions
These Shopify actions are available for the AI agent:
Change shipping address
Updates the delivery address for a Shopify order to ensure shipment to the correct location. The agent will verify the new address with the customer before making the update.
Hold order fulfillment
Temporarily pauses the fulfillment process for a Shopify order. This is useful when you need to make changes, verify information, or resolve issues before shipping. The order remains in a pending state until the hold is released.
Edit order items
Replaces or swaps items in a Shopify order (e.g., different size/color). The agent will: ask which item to remove and what to add, check stock availability, restock removed items, and handle payment adjustments. For price increases, creates a handover to your team for additional payment. For decreases, automatically refunds the difference. Sends confirmation email with updated order details.
Remove items from order
Removes specific items from a Shopify order when customers change their mind about certain products. The agent will confirm which items to remove, restock them in Shopify, refund the amount for removed items, and send a confirmation email with the updated order details.
Tag Shopify order
Adds custom tags to a Shopify order for better organization, tracking, or internal notes. Tags can help categorize orders (e.g., "urgent", "gift", "review_needed") and improve workflow management.
Cancel order
Cancels an unfulfilled Shopify order completely. This action will cancel all unfulfilled items, stop any pending fulfillment processes, automatically restock all products, process a full refund, and send a confirmation email. If the order is already fulfilled/shipped, the agent will apologize and explain that cancellation is no longer possible.
Issue full refund
Processes a complete refund for all items in a Shopify order, returning the full payment amount to the customer. Use with strict guidance as this refunds the entire order value.
Enabling and configuring actions
Navigate to AI agent → Actions to enable Shopify actions for your AI agent.
Each action can be individually enabled or disabled using the toggle switches. You can also edit the conditions that are checked before the AI agent runs each action by clicking the "Edit" button.
Actions only execute when all specified conditions are met, ensuring safe and appropriate automation of your order management processes.
Available conversation management actions
Mark conversations as resolved Automatically closes tickets when issues are fully addressed and no further action is needed.
Mute conversation notifications Disables alerts for specific conversations to reduce noise from automated or non-urgent tickets.
Change conversation status Updates ticket status between open, resolved, and snoozed states based on current situation and next steps required.
Set or clear conversation priority Adjusts ticket priority levels to ensure urgent issues receive appropriate attention from human agents.
Assign conversations to teams or agents Routes tickets to specific team members or departments based on issue type and expertise required.
Escalate to human agents Transfers complex or uncertain situations to human agents when the AI agent cannot provide adequate assistance.
Add private notes to conversations Creates internal documentation about customer interactions, actions taken, or important context for human agents.
Add labels to conversations Applies labels to tickets for better categorization, reporting, and workflow management.
Setup requirements
Shopify permissions If you installed Commslayer before August 2025, you must reauthorize your Shopify connection to grant order editing permissions.
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Navigate to Settings → Shops
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Click "Reauth" if displayed
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Complete Shopify authentication and confirm updated permissions
Enable actions Shopify actions must be manually enabled in the AI agent → Actions interface. Simply connecting your Shopify store to Commslayer is not sufficient.
Each action requires individual activation using the toggle switches. You can also configure conditions that must be met before each action executes.
The AI agent uses existing Shopify permissions to access customer data and modify orders once actions are enabled.
Actions only execute when the AI agent has sufficient information and confidence to complete the request safely. Uncertain situations are escalated to human agents.