Shoppers can now start a chat about an order straight from their Shopify customer account. Aide opens on the store with that order already attached, so the shopper doesn't type an email or an order number, and Aide's first reply is about the right order.
How it behaves
- Signed-in shopper: an order's action menu (order list and order page) shows "Get help with this order". It opens a short dialog with an "Open chat" button that takes the shopper to the store with the chat open and the order linked as verified, as if they had looked it up by email and order number.
- Shopper who opened the order from an email link without signing in: Shopify asks them to sign in first, then opens the dialog, so the order is linked as for a signed-in shopper.
- The link is personal and short-lived: it works for 30 minutes, only for the customer who owns the order, and attaches the order to one conversation. Shared or reused links open a normal chat.
- Order not synced yet: the chat opens without the order and the usual lookup still works.
- Chat turned off, or the store isn't connected to Aide: the dialog says chat isn't available.
- Inbox: the order appears on the conversation like any other verified order lookup.
- Requirements: the store uses new customer accounts (legacy accounts don't show app actions), and the Aide chat app embed is enabled in the theme.