HelmBack

Shopify support

Last updated: August 23, 2026

This guide covers Helm's Shopify connection, verified order lookup, website chat rollout, and the channel options that can follow it. For account-specific help, email hello@helmchat.com.

Connect a Shopify store

  1. Start the Helm installation from Shopify and approve the requested read permissions.
  2. Sign in to Helm and choose the support agent that should receive the store connection.
  3. Open that agent's Actions page and confirm that Shopify order lookup is connected.

Helm uses Shopify OAuth. Do not send Helm an Admin API token, store password, or customer export.

Prepare answers before launch

  1. Add the store pages, documents, and procedures Helm may use.
  2. Test representative shipping, returns, product, and policy questions.
  3. Keep refunds, policy exceptions, and uncertain cases assigned to a person.
  4. Publish the agent only after its sources and handoff rules have been reviewed.

How verified order lookup works

When a shopper asks about an order, Helm requests the order number and verifies either the order email address or full postal code. A successful match returns limited order, fulfillment, and tracking information. A mismatch does not disclose order data. Refunds and exceptions remain human-owned.

Publish website chat

Website chat is the recommended first rollout. In Helm, open the agent's Launch page, allow the storefront origin, copy the generated installation snippet, and add it to the storefront theme. Reopen the storefront in a private browser window and test one approved answer, one verified order lookup, and one human handoff before announcing the channel.

Add WhatsApp, voice, or Zalo

  • WhatsApp Business: connect it after the Meta business account and phone number are ready, then verify both inbound messages and outbound replies.
  • Website voice: enable the paid voice add-on after the same knowledge and handoff boundary works in chat.
  • Zalo Official Account: treat this as a Vietnam beta and verify the actual OA connection before directing customers to it.

Disconnect or uninstall

Disconnecting Shopify removes the agent's ability to perform order lookups. Uninstalling Helm from Shopify disables the connection and its stored credentials are removed through Helm's uninstall and privacy handling. See the Data Deletion Instructionsfor access or deletion requests.

Troubleshooting

  • Reconnect from Shopify if the installation link has expired.
  • Confirm the storefront origin is allowlisted if the widget does not load.
  • Retest shopper identity details exactly as stored on the order.
  • Do not repeatedly retry provider setup errors; capture the visible message and contact support.