# 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.

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.

Source: https://aide.app/shopify/flow · Updated 2026-11-08 · By Ziyad Basheer

| | |
|---|---|
| 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. |

## What a handoff can set off

Pick an Aide trigger in Flow, add a condition, choose an action.

### Alert the right channel

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

### Flag the customer

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

### Mark what AI closed

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

## 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.

## 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](https://aide.app/guides/shopify-flow).

## Frequently asked questions

### Can Shopify Flow trigger on customer service conversations?

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.

### What data does Aide send to Shopify Flow?

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.

### Can a workflow tell whether Aide or a person resolved the conversation?

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.

### Does a reopened conversation run the resolved trigger again?

Yes. Each close runs it, so add a condition or a tag check if a workflow should act only once.

### Which Shopify plans can use these triggers?

Any plan that includes Shopify Flow, which is a free app on the Basic, Grow, Advanced and Plus plans.

## Set it up
- [Automate on Aide conversations with Shopify Flow](https://docs.aide.app/shopify/shopify-flow)

## Related
- [How to use Shopify Flow](https://aide.app/guides/shopify-flow)
- [Ask Shopify Sidekick about your support](https://aide.app/shopify/sidekick)
- [Tag Shopify orders from support](https://aide.app/shopify/tag-orders-from-support)

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