Support Actions: Connect AI Agent to ShipHeroUpdated 2 days ago

ShipHero is a third-party logistics (3PL) provider that allows you to manage warehouse and shipping for your online store.

Using Support Actions, you can connect AI Agent to ShipHero so that it can fully resolve requests from shoppers on your behalf. With access to ShipHero, 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 ShipHero 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 ShipHero, you must have:

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

What AI Agent can do in ShipHero

• Get order info → this Action allows AI Agent to use shipping information to answer shoppers’ questions about the status of their order — for example, “where is my order?” (WISMO-type questions)
  
  
  • You may choose to use ShipHero to answer WISMO-type questions in the case that it has more up-to-date fulfillment information than is available in Shopify.
• Edit shipping address → this Action allows AI Agent to update the shoppers’ shipping address in ShipHero
  
  
  • AI Agent confirms with the shopper their updated shipping address
  • AI Agent attempts to update the shipping address in ShipHero. The Action is successful so long as the orderStatus in ShipHero is not shipped or cancelled
  • AI Agent provides confirmation of the change to the shopper
• Cancel order → this Action cancels 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 ShipHero. The Action is successful so long as the orderStatus in ShipHero 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 ShipHero

To connect AI Agent to your ShipHero account, you will be asked to sign in to ShipHero 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 ShipHero
4. Select Connect ShipHero
5. In a new browser window that appears, enter your username and password to sign in to ShipHero

Limitations

• No notable limitations