# Ask Sidekick how support is going.

With Aide installed, Shopify Sidekick answers questions about your customer support from the Shopify admin, and drafts FAQ answers for you to publish.

With Aide on your Shopify store, Shopify Sidekick can report how support is doing, list the top customer topics, find chats waiting on your team or about an order, and explain why a chat was handed off. It can also draft FAQ answers that you publish to Aide.

Source: https://aide.app/shopify/sidekick · Updated 2026-11-06 · By Ziyad Basheer

| | |
|---|---|
| Who can ask | Aide owners and admins, after opening Aide in the Shopify admin. |
| Reports | Conversations, AI resolution rate, handoffs, response times, CSAT, sales. |
| Period | Any range up to 90 days, compared with the period before. |
| Never shared | Customer names, emails, phone numbers, addresses or message text. |
| Changes | FAQ answers only, saved as draft or published by you. |
| Also in Shopify | Shopify Flow triggers for handoffs and resolved conversations. |

## Questions Sidekick can answer

Ask in plain words from the Shopify admin. Each conversation it lists opens in Aide inside Shopify.

### How is support doing?

Conversations, AI resolution rate, handoff rate, response times and CSAT, by channel, against the period before.

> You: How is support doing this week?
>
> Sidekick: 412 conversations this week, against 378 last week. Aide resolved 251 of them on its own and handed 64 to your team. CSAT was 4.6 from 58 ratings, and Aide chats led to 23 orders.
>
> Aide support overview · last 7 days

### What are customers asking about?

The top topics, how often each comes up and how often Aide resolves it.

> You: What are customers asking about this month?
>
> Sidekick: Order status is the top topic with 540 conversations, and Aide resolved 470 of them. Returns are next with 290, then sizing with 175. Want to see the returns conversations?
>
> Top topics · last 30 days

### What's waiting on us?

Up to 10 matching conversations by order, status, topic or handoff reason, with the exact count.

> You: Which chats are waiting on a person?
>
> Sidekick: 7 conversations are waiting. The oldest is about order #4182, handed off 2 hours ago because the customer asked for a person.
>
> 7 waiting · opens in Aide inside Shopify

### Why was it handed off?

Aide's handoff summary, with contact details removed.

> You: Why was the chat about order #4182 handed off?
>
> Sidekick: The customer wants to swap a size on an order that already shipped. Aide explained the exchange process; the customer asked for a person to arrange it.
>
> Handoff summary · Order #4182

### Add an FAQ

Sidekick drafts the question and answer in a form. Nothing is added until you save it as a draft or publish.

> You: Add an FAQ: do you ship to Canada?
>
> Sidekick: Here's a draft: 'Yes, we ship to Canada. Delivery takes 5 to 8 business days, and duties are collected at checkout.' Save it as a draft or publish?
>
> FAQ draft · waiting for you to save

## Start Flow workflows from support

Two Aide triggers in Shopify Flow, with no customer details or message text sent.

- Conversation handed off: Runs when Aide hands a conversation to your team, with the reason when one was recorded.
- Conversation resolved: Runs when a conversation closes, saying whether Aide resolved it or a person took part.
- Order and customer IDs: Included when the conversation is linked to a verified customer or an order.

## Frequently asked questions

### What is Shopify Sidekick?

Sidekick is the AI assistant built into the Shopify admin. Merchants ask it questions and give it tasks in plain language, and apps such as Aide can add what Sidekick knows and can do.

### How do I use Aide with Sidekick?

Install Aide, open it once in your Shopify admin so your Shopify login links to your Aide account, then ask Sidekick about your support. It works for Aide owners and admins.

### Can Sidekick change Aide's settings or reply to customers?

No. Sidekick reads support numbers and conversations, and adds or edits FAQ answers only when you save them. Turning AI replies on or off and approving refunds stay in Aide.

### Are Sidekick's numbers live?

They can lag the Aide dashboard by up to 5 minutes.

### Is Aide a Shopify MCP server?

Aide has its own MCP server for customer support. Claude, ChatGPT and other MCP clients can search your knowledge, look up Shopify orders and, signed in as a teammate, work conversations through it.

## Set it up
- [Ask Shopify Sidekick about your support](https://docs.aide.app/shopify/shopify-sidekick)

## Related
- [Aide for Shopify](https://aide.app/integrations/shopify)
- [Shopify Flow for customer service](https://aide.app/shopify/flow)
- [Customer support MCP server](https://aide.app/mcp)

Start free: https://my.aide.app/register