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The store connection gives OpenCX real-time access to your Shopify Admin API. Once connected, the AI can look up orders, search products, and your reps see customer metadata in the inbox sidebar.
Setup takes about 10 minutes per store. You need admin access to both your Shopify store and your OpenCX organization.

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Before you start

Your Shopify plan must support custom app development. This is available on all current Shopify plans. If you don’t see Develop apps in your Shopify admin, your store owner may need to enable it first.
Required to save integration settings in Settings → Integrations.
Disable order auto-archival before connecting. Archived orders are not queryable through the Shopify API. The AI will not be able to look up archived orders.In your Shopify admin, go to Settings → General → Order processing and uncheck Automatically archive the order.

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Setup

1

Enable custom app development

In your Shopify admin, go to Settings → Apps and sales channels → Develop apps. You can also type “Build custom apps” in the search bar.Click Allow custom app development and confirm.
2

Create a custom app

Click Create an app. Name it OpenCX (or anything recognizable), then click Create app.
3

Configure Admin API scopes

Click Overview → Configure Admin API Scopes (or Configuration → Admin API integration → Configure).Enable the following scopes:
ScopePurpose
read_ordersOrder lookup by order number
read_productsProduct catalog search
read_customersCustomer metadata in the inbox sidebar
Click Save.
4

Install the app and reveal the token

Go to API Credentials → Access tokens and click Install app. Confirm by clicking Install in the dialog.Click Reveal token once to display the . Copy it immediately.
The token is shown only once. If you lose it, you must uninstall and reinstall the app to generate a new one. Treat it like a password.
5

Copy your Shopify domain

Your Shopify domain is the *.myshopify.com address for your store (e.g. example.myshopify.com). You can find it in the top-left corner of the Settings section in your Shopify admin.
6

Save credentials in OpenCX

In your OpenCX dashboard, go to Settings → Integrations and find Shopify.
FieldValue
Shopify domainYour *.myshopify.com domain. Include .myshopify.com — do not use your custom storefront domain.
Access tokenThe Admin API access token you copied in the previous step.
Click Save. OpenCX validates the token and checks that the required scopes are granted before saving.
7

Verify the connection

After saving, open a conversation in the inbox where the contact’s email matches a customer in your Shopify store. The sidebar should display the customer’s profile and order history.If the sidebar is empty, check Troubleshooting.

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Adding more stores

You can connect multiple Shopify stores to the same OpenCX organization. Each store has its own domain and access token. In Settings → Integrations → Shopify, click Add Another Store and repeat the setup steps above for each additional store. The AI routes lookups to the correct store automatically.
For multi-store setups, consider using order number prefixes (e.g. UK-1001, DE-1002) in your Shopify stores. This helps the AI identify which store an order belongs to when a customer provides their order number.

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Rotating the access token

If a token is compromised or needs rotation:
  1. In your Shopify admin, uninstall the custom app.
  2. Reinstall it to generate a new token.
  3. Update the token in Settings → Integrations → Shopify.
The old token stops working immediately on uninstall.

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Disconnecting

In OpenCX, open Settings → Integrations → Shopify and delete the store connection. Then in your Shopify admin, uninstall the custom app if you no longer need it.

AI Actions

What the AI can do with your store data and how to toggle actions.

Contact Metadata

Customer and order data in the inbox sidebar.

Knowledge Base Sync

Train the AI on your store pages, articles, and products.

Troubleshooting

Connection errors, missing scopes, token issues.