Support Actions: Connect AI Agent to ShipStationUpdated 20 days ago

ShipStation is a third-party logistics (3PL) platform that allows you to manage small parcel shipping for your online store.

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

• Admin or Lead permissions in Gorgias to set up Support Actions
• Admin permissions in ShipStation to generate an API Key and Secret

What AI Agent can do in ShipStation

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

• 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 ShipStation to answer WISMO-type questions since it may have more up-to-date fulfillment info than is available in Shopify.
• Update shipping address→ AI Agent can update the shoppers’ shipping address in ShipStation
  
  
  • AI Agent confirms with the shopper their updated shipping address. So long as orderStatus in ShipStation is not shipped or cancelled, AI Agent updates the shipping address in ShipStation (which then also syncs with Shopify) and provides confirmation of the change to the shopper.
• 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 ShipStation. This Action is successful so long as the orderStatus in Ship Station 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.

Find your API credentials in ShipStation

To give AI Agent permission to access and make changes in ShipStation, you will need an API Key and API Secret. You will need an Admin role in ShipStation.

Here’s how you can find your API credentials in ShipStation:

1. Sign in to ShipStation
2. Go to Settings > Account > API Settings > API Keys
3. Select V1 API from the API Version dropdown menu, then click on Generate API Key
   
   
   • You can create up to 2 API keys with ShipStation
4. Set expiration to 12 months and click on Generate
5. Copy both your API Key and API Secret

Give AI Agent access to ShipStation

Once you have your API Key and Secret, you can authenticate and give AI Agent access to your ShipStation account.

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 ShipStation
4. Select Connect ShipStation
5. Enter your API Key and API Secret in the corresponding fields
6. Select Submit

Limitations

• No notable limitations