New to Flow
Flow is Shopify's free automation app: a trigger, optional conditions and actions. For the basics, plan details and seven customer-service workflows that don't need any app, see how to use Shopify Flow.
Shopify Flow for customer service
Support conversations that start workflows.
Shopify Flow reacts to orders. With Aide, it reacts to support too, when a conversation is handed to your team and when one is resolved. · By Ziyad BasheerShort answer
Aide adds two Shopify Flow triggers, Aide conversation handed off to a person and Aide conversation resolved. Each carries a link to the conversation and, when the conversation is linked, the Shopify customer ID, order ID and order name, so Flow can tag, alert or follow up.- Triggers
- One for handoffs to your team, one for resolved conversations.
- Sent to Flow
- Conversation ID and link, plus customer and order when linked.
- Never sent
- The customer's email, name or message text.
- Resolved by
- aide or person, so a workflow can branch on it.
- Timing
- A few seconds after the change. Test chats never run.
- Several stores
- Runs in the store the order or customer belongs to.
Workflows teams build
What a handoff can set off
Pick an Aide trigger in Flow, add a condition, choose an action.
A handoff with an order attached posts to Slack with the order name and a link to the conversation.
Trigger
Aide conversation handed off to a person · Order #4831
Flow
Send Slack message to #support: Order #4831 needs a person. Open the conversation in Aide.
✓Condition: order name is not empty
A customer tag on handoff shows the next teammate in Shopify that a question is still open.
Trigger
Aide handoff · Customer linked
Flow
Add customer tags: needs-follow-up
✓Condition: customer ID is not empty
An order tag when Aide resolves a conversation on its own makes those orders easy to filter later.
Trigger
Aide conversation resolved · Resolved by: aide
Flow
Add order tags: support-resolved-by-ai
✓Condition: resolved by is aide
Trigger
Aide conversation handed off to a person · Order #4831
Flow
Send Slack message to #support: Order #4831 needs a person. Open the conversation in Aide.
✓Condition: order name is not empty
How it works
Built in Flow, in three steps.
Pick an Aide trigger
In Flow, create a workflow and choose one of the two Aide triggers.Add a condition
Check that an order is attached, or whether Aide or a person resolved it.Choose an action
Tag the customer or the order, post to Slack, or anything else Flow can do.Frequently asked questions
Flow's own triggers follow store events such as orders and inventory. With Aide installed, Flow gets two more, one when Aide hands a conversation to your team and one when a conversation is resolved, so support can start a workflow.
The conversation's Aide ID and a link that opens it, plus the Shopify customer ID, order ID and order name when the conversation is linked to a verified customer or an order. No email, name or message text is sent.
Yes. The resolved trigger says aide when Aide resolved it on its own, and person when someone on your team took part. The handoff trigger carries the handoff reason when Aide recorded one.
Yes. Each close runs it, so add a condition or a tag check if a workflow should act only once.
Any plan that includes Shopify Flow, which is a free app on the Basic, Grow, Advanced and Plus plans.
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