Shopify Bot Knowledge Guide

What is Bot Knowledge?

Bot Knowledge lets your Velaro bot answer Shopify customer questions automatically — without any workflow setup. Fill in your store's policies once, and the bot answers every customer instantly.

Connected to Shopify? Go to Integrations → Shopify → Bot Knowledge to get started.

Setting up Q&A for your Shopify store

The Bot Knowledge tab shows 7 pre-built question templates covering what Shopify customers ask most:

1. Return policy

2. Shipping time

3. International shipping

4. Order tracking

5. Payment methods

6. Changing or canceling an order

7. Contacting support

To set up:

1. Go to Integrations → Shopify → Bot Knowledge

2. Fill in your answers in the text boxes — be specific (e.g. "We accept returns within 30 days, items must be unworn")

3. Leave blank any questions that don't apply to your store

4. Click Save to bot — answers go live in under 10 seconds

The more specific your answers, the better the bot performs. Avoid vague answers like "see our website."

Scanning your store pages

Click Scan my store to crawl your entire Shopify storefront — product pages, policies, FAQs, and any published content. The bot reads all of this and uses it to answer questions.

• Scanning takes 2–3 minutes
• Runs in the background — you can keep working
• After scanning, go to Chatbot Training to review and add pages to the index

You can also add custom questions by clicking Add custom question at the bottom of the Q&A list.

Shopify AI Skills — 24 tools for product, order, and store management

These skills let your bot go beyond answering policy questions. 24 AI tools are available:

Product Search & Comparison (shopify_search_products): Visitor asks about products — bot searches your live catalog, shows availability and pricing, compares options side-by-side.

Full Product Details (shopify_get_product_details): Get complete product info by ID — all variants, images, pricing, and inventory levels.

Product Variants (shopify_get_product_variants): Show all sizes, colors, and options with per-variant pricing and stock — helps customers pick the right option.

Product Collections (shopify_get_collections): Browse collections with handle, description, and product count — helps customers navigate your catalog.

Quote Builder (shopify_create_quote): Visitor wants to buy — bot creates a Shopify draft order and sends a direct checkout link. Customer clicks, pays, done. No agent needed.

Order Tracking (shopify_get_tracking): Visitor asks where their order is — bot fetches live tracking info and carrier link from Shopify.

Self-Service Returns (shopify_initiate_return): Visitor requests a return — bot verifies the order and submits the return request in Shopify automatically.

Cancel Order (shopify_cancel_order): Cancel a Shopify order — bot always confirms with the customer before processing.

Get Refunds (shopify_get_refunds): List all refunds for an order with amounts and notes — so the bot knows the full refund history.

Create Refund (shopify_create_refund): Process a partial or full refund on an order directly in chat.

Search Orders (shopify_search_orders): Search orders by customer name, email, or order number — broader than single-order lookup.

Add Order Note (shopify_add_order_note): Add an internal note to an order for tracking — useful after cancellations or refund requests.

Order Notes (shopify_get_order_notes): View order communication history and timeline events.

Shipping Zones (shopify_get_shipping_zones): Show shipping zones with countries and rate names/prices — answers "how much is shipping to X?"

Discount Codes (shopify_get_discount_codes): Look up active discount codes with type, value, and expiry — bot can proactively share applicable codes.

Store Info (shopify_get_shop_info): Get store name, domain, currency, plan, timezone, and country for context-aware responses.

To enable: Go to Bots → AI Training → Skills and turn on the Shopify Commerce skills. Requires a Professional plan and a connected Shopify store.

Example bot conversation with AI skills

> Visitor: "Compare the blue and black running shoes"

> Bot: searches your catalog live, returns price, availability, color options for both

>

> Visitor: "I'll take 2 pairs of the black ones in size 10"

> Bot: creates Shopify draft order → "Here's your checkout link: [link] — Total: $198"

This all happens without any human agent involvement.

Tips for best results

• Fill in at least 4 of the 7 Q&A templates before enabling the bot
• Use your store's exact policies — copy from your Shopify "Refund policy" page
• After scanning, check Chatbot Training to see which pages were indexed
• The bot combines your Q&A answers + scanned pages for the most accurate responses