Support Actions: Connect AI Agent to ShipBobUpdated an hour ago

ShipBob is a third-party logistics (3PL) provider that allows you to manage fulfillment, inventory and shipping for your online store.

Using Support Actions, you can connect AI Agent to ShipBob so that it can fully resolve requests from shoppers on your behalf. With access to ShipBob, AI Agent can make changes to customers’ shipping address, cancel orders and give status updates on parcels.

Allowing AI Agent to get info or make changes in ShipBob is especially useful in situations where a shopper's order has already been sent to your warehouse team for fulfillment, but hasn’t shipped yet.

Before you begin

To connect AI Agent with ShipBob, you must have:

• Admin or Lead permissions in Gorgias to set up Support Actions
• A username and password for your ShipBob account

What AI Agent can do in ShipBob

When you create a Support Action, you can ask AI Agent to perform any of the following actions in ShipBob:

• Get order info → AI Agent can get information about the status of a shopper’s order. This can be used to answer questions like “where is my order?” (WISMO-type questions)
  
  
  • You may choose to use ShipBob to answer WISMO-type questions since it may have more up-to-date fulfillment info than is available in Shopify.
• Cancel order → AI Agent can cancel an upcoming order for a shopper
  
  
  • AI Agent confirms with the shopper that they want to cancel their order
  • AI Agent attempts to cancel the order in ShipBob. This Action is successful so long as orderStatus in ShipBob is not shipped or cancelled
  • AI Agent confirms with the shopper that their order has been cancelled
    
    
    • Note: in order for the shopper to receive a refund for their cancelled order, AI Agent must also use Cancel Shopify order.

Give AI Agent access to ShipBob

To connect AI Agent to your ShipBob account, you will be asked to sign in to ShipBob with your username and password.

1. Go to AI Agent from the main menu, then select Support Actions
2. Select Create Custom Action or choose an existing Action to edit
3. Open the Add Steps dropdown menu, then select an action for ShipBob
4. Select Connect ShipBob
5. Open the Select Permissions dropdown menu and select Read/Write, then continue
6. In a new browser window that appears, enter your username and password to sign in to ShipBob

Limitations

• No notable limitations