Question 1

The AI is searching the knowledge base instead of using Shopify actions

Accepted Answer

This happens when routing is not configured correctly or knowledge base instructions conflict with the integration. When Shopify actions are assigned to a widget agent, the system automatically tells the AI not to use the knowledge base for queries that Shopify can handle. If you see the AI searching the knowledge base for product or order questions: (1) check that the relevant action templates (e.g., list_products, get_order) are actually enabled for that specific agent, not just added to the connection; (2) check the widget agent system prompt for conflicting instructions like "always use the knowledge base for product questions" and remove these; (3) make sure each action AI description clearly describes when it should be used. The knowledge base is still used for policy, FAQ, and company info questions.

Question 2

My Shopify connection shows as connected but actions are failing

Accepted Answer

This usually means the access token has been revoked or is no longer valid. Check whether the Staffify app is still installed in your Shopify store: go to Shopify Admin, Settings, Apps, and look for Staffify. If the app was uninstalled and reinstalled, you need to reconnect in Staffify: go to Integrations, delete the existing connection, and connect again via OAuth. If your Shopify store is on a paused or frozen plan, the API is read-only and write actions such as cancel_order and create_customer will fail until the store plan is reactivated. Shopify enforces API rate limits — Staffify automatically retries failed requests on rate limit (429) and server error (5xx) responses with a short delay.

Question 3

Identity verification is asking for the wrong information

Accepted Answer

Each action verification steps are pre-configured in the action template. Order actions use order number and email; customer actions use email and postal code. If a customer does not have a default address on their account, the verification system skips the postal code step automatically for customer lookups. If verification keeps failing for a customer who says the information is correct, check: (1) the email they are providing may not match what is stored in Shopify — they may have used a different email address at checkout; (2) the postal code must match the default address on the Shopify account exactly with no extra spaces and in the correct format; (3) the phonetic match handles minor typos but not completely different values — "gmail.com" and "hotmail.com" will not match.

Question 4

The AI is not showing product cards

Accepted Answer

Product cards only appear after the AI calls show_product_cards — they do not appear automatically after list_products. If cards are not showing, check the widget agent action list: both list_products and the widget itself must be a supported widget type (TextWidget or UnifiedWidget — not a voice-only widget). check_inventory never shows cards — only plain text stock levels; this is intentional behavior. get_product shows one card automatically for a single result. list_products requires the AI to select products and call show_product_cards. If the AI mentions products but shows no cards, it may have provided a text-only answer — try a more explicit prompt like "Can you show me those products?".

Question 5

cancel_order says the order cannot be cancelled

Accepted Answer

Orders cannot be cancelled via the API in the following situations: the order is fully or partially fulfilled (items have been shipped), the order is already cancelled, the payment is being processed and has not yet been captured, or the store fulfillment service has locked the order. For fulfilled orders, the correct path is a return or refund, not a cancellation. The AI will say specifically what the issue is and suggest the appropriate next step — for example: "This order has already shipped. Would you like to start a return instead?".

Question 6

The connection is not appearing after I authorized it in Shopify

Accepted Answer

Check that the redirect was not blocked by a browser popup blocker — the OAuth window must be allowed to close and redirect. Check that you used the correct store subdomain: enter "mystore" not "mystore.myshopify.com". If the redirect completed but no connection appears in Staffify, try refreshing the Integrations page. If it still does not appear, check the browser network tab for errors on the callback URL. The most common cause is a mismatch between the redirect URI registered in the Shopify Partner app and the one Staffify uses.

Question 7

An action worked earlier but has suddenly stopped responding

Accepted Answer

Staffify has a built-in circuit breaker for each action template. If an action fails repeatedly in a short window — due to a Shopify API outage, a revoked token, or a network issue — the circuit breaker temporarily disables that specific action to prevent further failed attempts. Five consecutive failures within a 10-minute window trips the circuit breaker for that action. The action is then paused for 30 minutes. A single successful call resets the failure counter. The customer sees: "I'm unable to complete that specific request right now, please try again later or contact support." Other actions on the same connection are unaffected. To recover: wait 30 minutes for automatic reset, identify and fix the underlying cause, and if it was a transient Shopify outage, no action is needed — the action will resume automatically after the cooldown.

Question 8

The product card links are opening the wrong page

Accepted Answer

Product card links are built using the product Shopify handle (the URL slug) and your store myshopify.com domain, for example: https://acme.myshopify.com/products/product-handle. If your store uses a custom domain (e.g., shop.acme.com), the link will point to the myshopify.com domain instead. This is expected because the integration uses the store internal API URL. To have links use your custom domain, update the product URLs manually in the action configuration or raise a request with Staffify support.

Troubleshooting