Aircall Status
Help logging inYour AI Voice Agent can now act on Shopify orders, not just look them up. It can check returns and refunds, hold a shipment, take an address change request, answer product questions, and send a payment link. When enabled, it can also cancel orders and issue refunds.
This article lists every Shopify AI Action, explains how callers reach each action, and covers the sensitive actions that Aircall enables on request.
For a step-by-step walkthrough of one scenario, please see AI Actions: Setting up your AIVA to handle Shopify order status calls.
Before you start
- Connect the Shopify integration to your Aircall account. If you connected it before this release, you may be asked to reconnect.
- Add the Shopify actions you need to your AI Voice Agent from AI Actions.
- To text payment or cart links, also enable the Send SMS action.
How callers reach each action
Actions are reached through three paths. Two start with an entry action, and the third needs no lookup. Sensitive actions are only reachable through the two phone lookup actions, which have a one-time code built in. Codes are sent by text only for now, so sensitive actions are only available when the caller is looked up by phone number.
Order number lookup: everyday actions
Entry action: Get Order by Order Number
The caller gives the order number plus an email or phone, and the agent checks that the details match the order before sharing anything. No one-time code is needed. This path covers the everyday actions and never unlocks sensitive actions.
Phone lookup: sensitive actions
Entry actions: Find Customer by Phone (Verified) (with List Customer Orders), or Find Orders by Phone (Verified)
A one-time code is built into these actions:
- The caller gives their phone number.
- The action texts them a one-time code.
- The caller reads the code back.
- The action returns their orders, for that phone number only.
This is the only path to sensitive actions. There’s no separate verification action to add. For more on how verification works, see Caller verification with one-time codes. Email verification is coming soon.
No lookup: products and payments
No entry action is needed. Product questions need nothing from the caller, and payment links and abandoned carts need the caller’s email. Payment links and cart links can be read out or sent by text with the Send SMS action.
Available Shopify actions
Everyday actions: orders and returns
No one-time code needed. These actions start with Get Order by Order Number.
| Action | What it does |
|---|---|
| Get Order by Order Number | Searches for an order using the Shopify order number and the caller’s email or phone |
| Get Order Details | Gets the full order details that some actions need first, such as returns and shipment holds |
| Check Return Eligibility | Checks whether an order has items that can be returned |
| Check Return Status | Checks whether a return is open, in progress, or completed |
| Submit Return Request | Submits a return request for a fulfilled item, for your team to review |
| Check Refund Status | Checks an order’s payment status and any refunds issued |
Everyday actions: shipping
No one-time code needed.
| Action | What it does |
|---|---|
| Hold Fulfillment | Pauses an order before it ships. Doesn’t touch payment. |
| Release Fulfillment Hold | Releases a hold so the order can continue to ship |
| Request Address Change | Records a new delivery address on the order for your team to review. It doesn’t change the shipping address. |
Products and payments
No lookup needed. Payment links and abandoned carts need the caller’s email.
| Action | What it does |
|---|---|
| Search Products | Searches your catalog by title, vendor, status, or other filters |
| Get Product Details | Gets a product’s description, variants, SKUs, prices, and availability |
| Check Product Stock | Checks stock for every variant of a product |
| Create Payment Link | Creates a checkout link for a product variant so the caller can pay |
| Send Invoice Email | Emails the invoice and checkout link for a payment link |
| Find Draft Orders | Finds the caller’s existing payment links by email |
| Find Abandoned Checkout | Finds an unfinished checkout and its link to complete it |
Phone lookups (one-time code built in)
| Action | What it does |
|---|---|
| Find Customer by Phone (Verified) | Texts the caller a one-time code, then finds their customer record. It must be paired with List Customer Orders, which returns their recent orders. This is the main way into sensitive actions. |
| List Customer Orders | Lists the caller’s recent orders, using the customer record that Find Customer by Phone (Verified) found. It must be paired with Find Customer by Phone (Verified): add both actions to your agent, as it doesn’t work on its own. |
| Find Orders by Phone (Verified) | Texts the caller a one-time code, then finds a specific order, or the latest one, for that phone number |
Sensitive actions
Sensitive actions are off by default, and they only work after Find Customer by Phone (Verified) or Find Orders by Phone (Verified). Callers need a one-time code by text. To turn them on, contact your Aircall account team, who will agree the settings with you, for example whether cancellations refund automatically. If you’d rather review every change yourself, use Submit Return Request and Request Address Change instead.
| Action | What it does |
|---|---|
| Cancel Order | Cancels the order, with options to refund, restock, and notify the customer. Refunds by default. It can’t be undone. |
| Preview Refund | Shows the refundable amount before a refund is issued |
| Issue Refund | Refunds the full amount to the original payment method, using the refund preview |
| Create Return | Creates an approved return for a fulfilled item, with no review step |
| Update Shipping Address | Changes the shipping address on the order and adds a note |
Note: Coming soon: callers will also be able to verify with a one-time code sent by email, so callers without a phone number on file can use sensitive actions. Until then, sensitive actions are only available to callers found with a phone lookup.
Good to know
- Every change the agent makes is noted on the order in Shopify, starting with “Aircall AI:”.
- Refunds are full refunds only.
- Stock is a total per variant, not per location.
- Payment links don’t reserve stock until the caller pays.
- Phone lookups search Shopify customer records, so some guest orders can only be found by order number.