Common manual workflow
A support rep reads the customer email, finds the Shopify order, checks fulfillment, copies the tracking information, and writes a reply.
Automation flow
An automated workflow receives the email, detects order-support intent, identifies the order, generates a reply, sends it, and logs the result.
Data needed
- Customer email address.
- Order number when provided.
- Shopify order and fulfillment status.
- Tracking number, carrier, or URL when available.
Risks and safeguards
Good automation avoids guessing. It should use limited permissions, merchant-controlled templates, logs, and fallback behavior for unclear cases.