| OAuth popup errors or redirects to a blank page | The Allowed redirection URL in your Shopify custom app doesn’t match the Redirect URL shown in the connect dialog | Copy the exact Redirect URL from the OpenCX dashboard into your Shopify custom app settings, save, retry Connect with Shopify. |
| Products stream is empty but I enabled it | The custom app doesn’t have read_products scope — OAuth succeeds but Shopify returns zero rows | In your Shopify custom app, add read_products to the Admin API access scopes, save, re-authorize in OpenCX. |
| Articles sync but URLs aren’t cited | The Airbyte Shopify connector doesn’t return the blog handle needed to build article URLs | Known limitation. The AI references articles by title when citing sources. For full URLs in citations, use the Website crawler against your public blog URL. |
| An unpublished product is showing in public replies | status on the product is set to active but it’s not actually visible on the storefront (inventory, channel visibility, etc.) | Change the product status in Shopify to draft or archived — the next sync flips visibility to internal. Or override per-item in AI Instructions. |
| Pages visibility looks wrong | The page’s published_at in Shopify controls visibility — publishing/unpublishing in Shopify admin may not have updated published_at as expected | Confirm published_at in Shopify. Publish the page, trigger a re-sync in OpenCX. |
| Multi-store request | One connection per store today | Add a second OpenCX organization per store, or wait for multi-store scoping (contact support if blocked). |
| None of the above | — | Contact support with the connection ID and a sample item URL. |
