Add Shopify order context to Front support tickets

By General Input

Every 10 minutes, drop a private note with the customer's three most recent Shopify orders on new Front tickets so agents stop tab-switching to answer "where's my order?"

Integrations

  • Front
  • Shopify

Type

Agentic Task

Categories

  • Customer Support

Build an agent workflow that adds a Shopify order snapshot to new Front support tickets so agents can answer "where is my order?" without tab-switching.

Trigger: cron. Run every 10 minutes during business hours (default 9am to 6pm on weekdays, in the org's timezone). Make the schedule and inbox easy to change.

On each run, do this:

1) In Front, use List Inbox Conversations to pull the open, unassigned conversations in the configured support inbox. Only consider conversations created or last updated within the sweep window (roughly the last hour) so we do not reprocess old threads.

2) For each conversation, use List Conversation Messages to grab the most recent inbound customer message and read the sender email. Filter out obvious noise before touching Shopify: skip auto-replies and out-of-office responses (subject or body contains phrases like "auto-reply", "out of office", "vacation", "do-not-reply"), skip senders whose email domain is on a configurable internal-domains list, and skip conversations with no valid customer email.

3) Idempotency check: use List Conversation Comments on the conversation and skip it if any existing internal comment already contains our Shopify snapshot marker (e.g. a fixed header line like "Shopify order snapshot"). This keeps us from double-posting.

4) In Shopify, call Search Customers with the sender email. If exactly one customer matches, call Get Customer Orders and take the three most recent orders. If no match, remember that we checked.

5) Back in Front, use Add Comment to post a short internal (private) note on the conversation. If a customer match was found, format it like this:

Shopify order snapshot for <email>

For each of the three most recent orders, one line: order number, financial status, fulfillment status, a short item summary (first 1-2 line items with quantity), total with currency, and a tracking link if one is available on the fulfillment. If there is no customer match, post a one-liner instead: "No Shopify record for this email so agents know we checked."

Rate limit and safety: batch the sweep so we do not exceed Shopify's rate limit on a busy inbox (cap at a reasonable number of lookups per run, e.g. 25, and continue on the next tick). Never send anything to the customer. The Add Comment must be an internal private note, not a reply.

Configuration surface: the Front inbox to sweep, the schedule and business hours, the internal-domain exclusion list, the number of recent orders to include, and the snapshot header text used for the idempotency check.

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