A Shopify customer service app with orders and tracking beside each conversation
Sektra works as a customer service app for Shopify stores by putting order details inside the shared inbox where the team answers customers. When a customer writes in, their Shopify record and recent orders open on the thread with payment status, delivery status and tracking. A store's support team can answer a question about an order without opening the Shopify admin in a second tab.
What Sektra does with Shopify
Customer details from Shopify beside the conversation
The Apps button on a conversation opens a Shopify card for the customer, matched on their email address. It shows how many orders they have placed and how much they have spent, along with their phone, city and country, the date they became a customer and their tags. The customer's name links to their page in the Shopify admin.
Recent orders with payment status, delivery status and tracking
Under the customer, the card lists up to five of their recent orders with the order number, date and total. Each order shows its payment status and delivery status in plain words, such as Paid and Fulfilled, and a canceled order is marked as such. When an order has shipped with tracking, the carrier and tracking number appear with a link to the tracking page.
Guest checkouts are found by email
A shopper who checked out as a guest has no customer record, so Sektra also searches orders by the email address used at checkout. Those orders appear on a card marked Guest orders, with the same status and tracking details.
The assistant can look up a Shopify order by number
The assistant, Sektra's built-in AI for questions and drafts, can read the same Shopify data. A teammate can ask it for the status of a recent order by its number, or for a customer by name or email, and it answers from Shopify. When it drafts a reply that mentions an order, it can check the order's current status first so the draft reflects it.
Read-only access and support for several stores
Sektra asks Shopify for permission to read customers and orders and for nothing else, and it reads them when a card opens instead of importing the store's data. It cannot refund, cancel or edit an order, so those actions stay in the Shopify admin, which each order on the card links to. A business with more than one store can connect each of them.
How to connect Shopify
- 1
Open Integrations in Settings
As the workspace owner or an admin, open Settings, then Integrations, and choose Connect Shopify under Commerce and payments.
- 2
Enter the store address
Type the store's myshopify.com address in the form and choose Continue.
- 3
Approve in Shopify
Shopify asks you to sign in and approve Sektra's request to read customers and orders.
- 4
Open Apps on a conversation
The store now shows as Working on the Integrations page, and the Apps button on any conversation opens the Shopify card.
Common questions
Setup, permissions and what Sektra reads from Shopify, with a contact link for anything not covered here.
Can I see Shopify orders inside my support inbox?
Yes. With a Shopify store connected to Sektra, each conversation shows the customer's recent orders with payment status, delivery status and tracking. The card is matched on the customer's email address and also finds orders placed as a guest.
Can Sektra refund or cancel a Shopify order?
No. The connection is read only, which means Sektra can show customers and orders and cannot change them. Each order on the card links to its page in the Shopify admin, where refunds, cancellations and edits are made.
How far back do the Shopify orders in Sektra go?
Shopify gives a connected app the orders created in the last 60 days, so the card lists up to five orders from that period. The customer's order count and total spend cover their whole history. Older orders can be opened from the customer's page in the Shopify admin, which the card links to.
Connect Shopify and see it work
Connect a mailbox first, then add Shopify from Settings. Both steps take a few minutes, and the team can work from the inbox the same day.