FortiAgent connects directly to your Shopify store to retrieve live order status, fulfilment records, returns eligibility, and inventory data before every customer support response.
FortiVault governs every AI response before it reaches the customer — measuring accuracy per query category, gating automation where accuracy hasn't been proven, and logging the full decision trail for every interaction.
How It Works
Query received
Customer sends an order, returns, or product query through the FortiAgent support widget.
Shopify connector called
FortiAgent calls the Shopify API with the relevant parameters — order ID, customer ID, product handle. The live response is retrieved.
Response generated
FortiAgent generates a grounded response using the live Shopify data and your configured knowledge base. No general training data — only what Shopify returned.
FortiVault evaluates
FortiVault checks the Trust Score for this query category. Auto-sends if accuracy meets the threshold; routes to human review if not. Decision is logged.
Shopify Connector Capabilities
Live order status
FortiAgent retrieves the current status of any order directly from Shopify before responding — fulfilled, unfulfilled, partially fulfilled, cancelled. Customers get accurate, real-time information instead of stale knowledge base answers.
Fulfilment and tracking data
FortiAgent pulls fulfilment records and tracking numbers from Shopify, then combines them with carrier connector data (DHL, FedEx, Royal Mail) to provide a complete picture of where an order is and when it is expected to arrive.
Returns eligibility
FortiAgent checks returns eligibility against your Shopify configuration and returns policy before telling a customer whether a return is possible. No hallucinated policy — only what your store is actually configured to allow.
Product and inventory queries
FortiAgent can retrieve live inventory status and product details from Shopify, allowing it to answer availability queries accurately rather than from potentially outdated knowledge base content.
Customer order history
FortiAgent retrieves a customer's order history from Shopify to provide contextual responses — understanding whether a customer is asking about a recent order, a historical order, or a subscription.
Write-back: returns initiation
FortiAgent can initiate a returns request directly in Shopify as part of a support interaction — with the action logged in the FortiVault audit trail and gated by the same governance controls as any other response.
Common Queries
"Where is my order?"
FortiAgent retrieves live fulfilment status and tracking from Shopify and your carrier connector. Response is grounded in current data, not a generic update.
"Can I return this?"
FortiAgent checks returns eligibility against your Shopify policy configuration and order details. FortiVault gates automation based on measured accuracy in your returns category.
"My order says delivered but I haven't received it."
FortiAgent retrieves the carrier tracking record and last known scan. Depending on your governance configuration, this may route to human review automatically.
"Is [product] in stock?"
FortiAgent pulls live inventory status from Shopify. No stale knowledge base entry — the answer reflects current stock levels.
"I want to cancel my order."
FortiAgent checks cancellation eligibility based on fulfilment status and your configured policy. Write-back cancellation can be initiated if the order qualifies and automation is enabled for this category.
FortiVault Governance
Connecting FortiAgent to Shopify solves the data freshness problem — responses are grounded in live order and fulfilment data rather than stale knowledge base entries. But data freshness does not guarantee response accuracy.
FortiVault measures FortiAgent's accuracy in each Shopify query category — order status, returns, cancellations — and gates automation at the category level. Returns automation can be enabled independently of order status automation. Each category earns the right to automate based on measured accuracy.
Every Shopify connector call is logged in the audit trail — which endpoint was called, what parameters were sent, what Shopify returned, and how that data shaped the response.
Per-category Trust Score
Order status, returns, and cancellations each have independent accuracy scores and automation thresholds.
Connector call audit trail
Every Shopify API call logged — endpoint, parameters, response, and how it influenced the AI output.
Human review queue
Responses that don't meet the accuracy threshold are held for agent review before the customer sees them.
Bounded execution
FortiAgent cannot act outside registered Shopify connector calls. No unrestricted tool use.
Live order and fulfilment data in every response. FortiVault governing what gets automated.