Shopify Integration

Savena integrates deeply with Shopify so your AI agent and team can answer order questions, look up products, update shipping addresses, and process refunds — all from inside a conversation. There are two ways to connect your store.

Install from the Shopify App Store

The fastest way to connect is to install Savena directly from the Shopify App Store. The install flow handles everything for you:

• Provisions a Savena workspace using the email Shopify has on file for the merchant — no separate signup
• Names the organization and workspace after your store and pre-fills the onboarding form (website, channel selection)
• Creates an AI agent pre-tuned for ecommerce — order lookups, product recommendations, refund escalation
• Installs the chat widget on your storefront automatically via Shopify ScriptTag — no theme edits required
• Adds two starter workflow drafts: cart assist and widget welcome
• Authorizes the Shopify integration so order, product, and customer actions are immediately available

Connect an existing workspace

If you already have a Savena workspace, go to Settings → Integrations → Shopify and click "Connect store". Authorize the OAuth request from your Shopify admin. Each Shopify store can be connected to one Savena workspace at a time.

What the AI agent can do with Shopify

• Look up an order with full details — line items, fulfillment status, tracking number, shipping address, customer info
• Search products using full-text search
• Read your product custom fields (Shopify metafields in the "custom" namespace) when looking up a product or an order's items
• Update a shipping address (partial fields are supported — only the changed parts need to be sent)
• Cancel or refund an order (high-risk actions require customer confirmation by default)
• Verify the result of every write action before confirming success to the customer

Product custom fields

The AI agent can read any custom fields you define on your Shopify products (metafields in the "custom" namespace — the ones you add under Settings → Custom data → Products). When the agent looks up a product, or looks up an order and inspects its line items, those custom fields come back alongside the standard details. Whatever you store there — materials, dimensions, care instructions, sizing notes, warranty terms, a release date — becomes available to the agent without any per-field setup on Savena's side.

How the agent uses a custom field is entirely up to you, and you control it through the agent's Scope and Boundaries instructions (AI agent → Guidance tab). The agent treats custom fields as raw data and does not guess what they mean: it will surface a value if a customer asks, but it only applies a rule to a field when you describe that rule in Scope and Boundaries. That keeps you in control and prevents the agent from misreading an unrelated field (for example, treating a warranty or restock date as something it isn't).

Example: pre-order release dates

Say you sell pre-orders and store a release date in a custom field called expected_to_release_after. Add an instruction to Scope and Boundaries such as: "The custom field expected_to_release_after is the pre-order release date. Items with a future value there cannot ship until after that date; explain this when a customer asks about delivery timing, and do not add such items to an existing in-stock order." The agent will then answer "when will this arrive?" and "why is it taking so long?" using that date — and the same pattern works for any other field and rule you define.

Widget auto-install on your storefront

When you install Savena from the App Store, the chat widget is added to your storefront automatically using Shopify's ScriptTag API. It loads on every page of your store.

Hiding the widget without uninstalling

You don't need to uninstall the app to take the widget off your storefront. In Savena, go to Settings → Live Chat → Installation and use the Widget visibility control. It has three modes:

• Live to customers — the widget renders normally for all visitors
• Team preview only — the widget renders only for your team (visitors with the savena_preview cookie or ?savena_preview=1 in the URL), so you can QA it on the live storefront without customers seeing it
• Hidden — the widget never renders for anyone

Setting visibility to Hidden takes the widget off your storefront immediately while leaving everything else in place — the embed script stays installed, the Shopify integration stays connected, and order, product, and customer actions keep working. Switch back to Live to customers whenever you want the widget to return; there is nothing to reinstall. Uninstalling the Savena app from your Shopify admin is only needed if you want to fully disconnect — that removes the widget, deletes stored Shopify credentials, and revokes API access.

GDPR and data requests

Savena implements Shopify's mandatory privacy webhooks: customer data requests, customer redaction, and shop redaction. When a customer asks Shopify for their data or requests deletion, the request is forwarded to Savena and handled automatically. When you uninstall the app, stored Shopify credentials are deleted.