AI Actions: Setting up your AIVA to handle Shopify order status calls

This tutorial explains how to configure an AI Voice Agent to automatically handle “Where is my order?” calls using the Shopify integration and the Get Order Details AI action. By the end, your agent will be able to identify callers, retrieve their order in Shopify, and respond conversationally based on payment and fulfillment status, without transferring to a human agent.

Important: AI Actions are available on the Shopify, HubSpot, and Zendesk integrations only. Invocations consume the AI Voice Agent minutes already included in your plan; there is no separate per-invocation charge.

What you will build

A caller dials your Aircall number. The AI Voice Agent answers, asks for the order number and a verification detail such as email or phone, queries Shopify in real time, and responds בהתאם to the order status.

Example conversation:

• Caller: "Hi, I ordered something last week and I haven’t heard anything since. Where is it?"
• Agent: "Happy to help. Could you give me your order number? It usually starts with a # symbol."
• Caller: "#12345."
• Agent: "Thanks. One moment while I look that up."
• Agent: "Got it - your order is paid and on its way. It should arrive shortly. The shipment contains two items: a navy hoodie size M and a pair of black socks. Anything else I can help with?"

Before you start

Make sure the following is in place before you continue:

• Shopify integration installed and active. Open Integrations & API in the Aircall dashboard and confirm Shopify shows as Active.
• At least one AI Voice Agent created, with a connected number.
• Admin permissions on the Aircall Dashboard.

Step 1: Enable Get Order Details on your Shopify integration

AI actions follow a two step model. First, enable the capability on the integration. Second, assign it to an AI Voice Agent.

Steps:

1. Open the Aircall Dashboard > Integrations & API
2. Select your Shopify installation.
3. Click the AI agent capabilities tab.
4. Toggle Get Order Details on.

Important: Enabling this toggle does not affect live calls or existing configurations. It only makes the action available for assignment to AI Voice Agents. If it is off, the action will not appear in the agent setup.

Step 2: Add the action to your AI Voice Agent

Now assign the action to a specific agent and define how it behaves.

Steps:

1. Go to AI Agents in the left navigation.
2. Select your agent, for example “Shopify Demo”.
3. Scroll to Functional abilities and click AI actions.
4. Click + Add AI action.

5. In the side panel, open the dropdown and select Get Order Details under Shopify.

Note: If Get Order Details is missing, return to Step 1. The toggle may be off or the Shopify integration disconnected.

Note: If you have multiple Shopify installations, each has its own settings. Enabling the action on one does not apply to others.

Step 3: Review the input and output

After selecting the action, review the preset instructions and data contract. This defines what the agent collects and what it can share.

Information collected from the caller

The agent must collect the order number and at least one identifier, email or phone, before performing the lookup. This ensures accurate identification and prevents data exposure.

Information returned to the agent

The action returns a single object called order. This includes all fields the agent can reference in the conversation, such as items, totals, fulfillment, and tracking details.

At this stage, you can already activate the action. The agent will ask for required details, perform the lookup, and respond appropriately. The next step focuses on customization.

Step 4: Tailor behavior with Advanced settings

There are two places to write rules for the agent. Both accept plain English and both are optional, but each does a different job:

• Additional instructions (inside the action panel) tells the agent how to handle this one action — which input to gather silently, which output fields to focus on, what to confirm before invoking, and so on. Scope: this action only.
• Conversation guidelines for these actions (below the actions list, after you save your first action) tells the agent when to use each action and what to say or do based on what comes back. Scope: every AI Action on this agent.

We will use both for this use case.

Add Additional instructions

Scroll to Additional instructions inside the action panel. The text box is a free-text field where each line is a rule the agent reads every time it considers using this action. For our use case we add two rules so the agent gathers identifying information efficiently and politely:
 

Note:
• Always ask for order name and use the phone number from the call silently
• Only ask for phone number or email if no match was found

How each line works:

• Line 1: tells the agent to ask the caller only for the order name and to reuse the phone number already attached to the call without speaking it out loud. This avoids forcing the caller to repeat a number we already have.
• Line 2: tells the agent to fall back to a phone or email question only if the silent lookup does not return a match. This keeps the conversation short on the happy path.

Click Save action at the bottom of the side panel. The action now appears in the Actions in use list, and a new Conversation guidelines for these actions box appears below it.

Add Conversation guidelines for these actions

This box covers the business logic of the call: when each action should be triggered, what to say once data comes back, and what to do in edge cases. Use single quotes around an action name to reference it (for example, ‘Get Order Details’).

Note: When the caller asks about shipping updates, package status, order details or similar:

1. Use ‘Get Order Details’
2. When you find an order read back the details of the order
3. If Payment Status is Pending, tell the customer that payments can take 3 to 5 business days (or longer) to clear depending on the provider.
4. If the Payment Status is Partially Paid, transfer the call to a human.

How each line works:

• Trigger sentence narrows when the agent reaches for Get Order Details. Without this, the agent decides on its own based on the caller’s phrasing — a clear trigger reduces false positives (callers asking about returns or refunds, for example).
• Step 1: invokes the action.
• Step 2: tells the agent what to do once the order is found — read back the relevant detail rather than just confirming a match.
• Step 3: fires when financial_status is PENDING. The agent explains the delay and points to the email confirmation instead of falsely promising shipment.
• Step 4: fires when financial_status is PARTIALLY_PAID. Instead of guessing, the agent hands off to a human teammate. Pair this with a Call transfer rule on the agent.

Test before going live

Make a test call to validate the rules end to end before you point real traffic at the agent. From the agent settings, use the Test call button on the right, or dial the connected number from your own phone using a real order number from your Shopify store.

Cover three scenarios at minimum:

• Order with PAID status: the agent should confirm and read back the relevant details.
• Order with PENDING status: the agent should explain the payment delay and point to email confirmation.
• Order number that does not exist: the agent should fall back to asking for phone or email, and ultimately offer to transfer.

Note: Test calls consume AI Voice Agent minutes and create real records in Shopify if a rule invokes a write action. Get Order Details is read-only, so this is safe — but the same is not true for Create Ticket, Create Contact, or Book Meeting on other integrations.

Tailoring this to your business

You can enhance the setup with additional rules:

After each change, perform a new test call. Small wording changes can significantly impact behavior.

What this action can and cannot do