Dialpad + Shopify

With our Dialpad and Shopify integration, we're making it easier for you to manage your Shopify business right from Dialpad! 

You can access your customer's information, create and view order details, and also log notes directly from the Dialpad app.
Why does this matter? It lets you focus on building a connection with your customers while we simplify the processes to ensure a smoother customer experience. 

Let's take a closer look at this integration.

Enable the Shopify Integration

Dialpad’s Shopify integration is available to users with a Shopify account on a Pro or Enterprise plan.

Setting up Shopify is a three-step process:

1. Enable the integration for your company
2. Enable the integration for your offices 
   1. If your company has only 1 office, Shopify is automatically enabled once the integration has been configured for the Company
   2. You can also enable and customize Shopify for each Department or Contact Center
3. Enable Shopify for your users
   1. The owner must be the first one to connect to Shopify from the Dialpad app
   2. Each team member must manually connect to Shopify from the Dialpad app after
      

Get started by heading to your Admin Portal from Dialpad.com

1. Select My Company
2. Navigate to Integrations
3. Besides Shopify, select Options 
4. Select Manage Settings
5. Navigate to Enablement
6. Select the check box beside Enable Shopify DialApp
7. Enter your shop URL under Settings
8. Select Save
   

Note

Make sure to enter the complete URL of your Shopify store, starting with https://

If you're not sure what your shop URL is, check your Shopify settings.

Next, turn on Shopify integration for every Office, Department, and Contact Center individually.

Enable Shopify for an Office

To enable Shopify for your Office, head to Admin Settings at Dialpad.com

1. Navigate to Office Settings
2. Navigate to Integrations
3. Next to Shopify, select Options
4. Select Manage Settings 
5. Select Customize for this Office
6. Navigate to Enablement
7. Select the check box next to Enable Shopify DialApp
8. Enter the Shopify URL under Settings
9. Select Save 

Enable Shopify for a Department

To enable Shopify for your Department, head to Admin Settings and select a Department

1. Navigate to Integrations
2. Besides Shopify, select Options
3. Select Manage Settings
4. Select Customize for this Department
5. Navigate to Enablement
6. Check the box beside Enable Shopify DialApp
7. Enter your shop URL under Settings
8. Select Save

Enable Shopify for a Contact Center

To enable Shopify for your Contact Center, head to Admin Settings and select an Ai Contact Center

1. Navigate to Integrations
2. Next to Shopify, select Options
3. Select Manage Settings 
4. Select Customize for this Contact Center
5. Navigate to Enablement
6. Check the box beside Enable Shopify DialApp
7. Enter your shop URL under Settings
8. Select Save 

Enable Shopify for users

Once the integration is enabled for your Company and Offices, the shop owner must connect their Shopify account. 

After the owner has connected, individual users will need to follow the same steps. 

From the Dialpad app:

1. Navigate to any 1:1 conversation
2. Open the contact details
   1. Contact details can be accessed via the skinny bar menu, or by clicking the contact's name
3. Open the Shopify widget
4. Select Connect to Shopify 

5. Enter your Shopify login details and follow the prompts

Contact matching

When a Dialpad contact matches a Shopify profile, the person’s Shopify details are displayed in the Shopify widget on the right-hand sidebar.
Here, you can see any logged notes, up to 3 recent Shopify orders, and more.

Multiple contact match

If more than one Shopify profile is found, a list of potential matches will be displayed. To confirm the correct profile, select the profile to confirm.

Rematch a contact

Need to match a contact with a different Shopify profile? 

1. Select the Refresh icon, or tap anywhere in the gray area
   
2. Enter a contact name or number in the search bar
3. Select the correct contact

No match found

If the contact details do not match any profile, use the search bar to find an existing Shopify profile or select Create Customer to create a new profile. 

Create a contact

No contacts found? Easily create a new Shopify profile from the Dialpad app.

To create a new contact

1. Select the Shopify widget from your sidebar
2. Select Create Customer
   
3. Enter their contact details 
   1. Add tags (optional)
   2. Subscribe them to marketing emails (optional)
   3. Subscribe them to marketing SMS(optional)
4. Select Create
   

Create an order

Create Shopify orders right from Dialpad!

To create an order, open the sidebar during an active call and select the Shopify widget.

1. Select Create Order 
   
2. Search and choose specific products by name through the search bar 
   
3. Adjust the quantity and review the pricing
4. Select Create 

After you submit the draft order, you’ll be redirected to Shopify to complete the order.

Dialpad displays the 3 most recent active orders in the Shopify widget. 

Log a note

When you log a note, it’ll be directly linked to the customer’s Shopify profile, and formatted in a simplified, easy-to-read way.

To log a note, open the sidebar and select the Shopify widget

1. Select Log Note 
2. Enter the subject
3. Enter your note
4. Select Log 

Notes

The subject section is limited to 15 characters only.
The date listed is the date the note was logged.

To edit a Shopify note, click anywhere on the gray area to make changes.

If you need to delete a note, hover over it, then select the trashcan icon. 

Frequently asked questions

Can I take payments from the Dialpad Integration?

No, Dialpad does not take Shopify payments.

Can I view the order status in Dialpad?

No. You need to go to your Shopify shop’s order status page to track the order.

Do I have to use the existing Shopify tags or can I create tags from Dialpad?

Tags can be created in Dialpad and will be saved in Shopify.

I edited my note in Shopify, why does it look weird?

Notes are deserialized from the free text field in the Shopify customer profile.  We recommend you avoid manually editing notes in Shopify—or, if you do edit them, that you keep the same written structure to prevent the note from becoming garbled.

Are calls being logged?

Not at this time. 

I have thoughts, how can I share my feedback?

A huge part of the EAP process is getting your feedback on what’s working and what could use some more attention before we publicly launch the feature.

To provide feedback to our team, please reach out to our Customer Support team or your Customer Success Manager.

Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).