Add Shopify Guide Templates

Gladly makes it easier than ever to automate common e-commerce inquiries with Shopify Guide templates. Instead of building complex automation flows from scratch, these pre-built templates allow you to deploy Track Order and Cancel Order capabilities in minutes.

By leveraging your existing Shopify integration, these templates pre-populate the necessary logic and Actions required for Gladly AI to assist your Customers accurately and efficiently.

Quick start checklist

To get templates working live in your instance quickly, you’ll need to complete the following steps. This document will outline how to complete each in greater detail.

1. Add the template from the Guides interface.

2. Review the template and adjust the pre-built logic for any brand-specific policies.

3. Add Topics manually (optional) to the Guide or specific Guide sections.

4. Test the Guide using the side-by-side tester to verify AI responses.

5. Set as Active by navigating to the Drafts tab to move the Guide into production.

6. Monitor performance regularly to optimize and continually improve AI accuracy.

Prefer a video walkthrough? Check out our on-demand tutorials in the Gladly Academy to see these templates in action

Get started with the Shopify Track Order template

Get started with the Shopify Cancel Order template

Add a Shopify Guide template

Follow these steps to find, configure, and prepare your new Guide from an existing template.

Locate and select the template(s).

1. Click .

2. Select Guides.

3. Click Add Guide.

4. Select either Shopify Track Order or Shopify Cancel Order.

Select the Shopify storefront configuration.

1. If your organization has one Shopify storefront connected, Gladly will automatically associate the Guide with that integration.

2. If you have multiple storefronts, use the Select Configuration dropdown menu to select the specific store this Guide should pull data from.

3. Click Add.

Review and customize a Shopify Guide template

Review, edit, and apply Topics

Once created, you will be taken directly into the Guide editor where Actions and Rules are already pre-populated. Before activating the Guide, be sure to consider the following:

• Review Content: Check the overall workflow to ensure that it aligns with your organization’s processes. Add guidance or Rules to cover any edge cases that might be specific to your organization.

• Manage Topics (optional): Apply relevant Topics to the Guide or specific Guide sections to ensure it triggers for the correct Customer inquiries. Learn more about adding Topics manually within a Guide.

• Check Logic: Review the pre-built Rules (especially for Cancel Order) to ensure they align with your business logic.

Test and activate

Once added, the our new Guide template will initially appear under the Drafts tab.

• Use the side-by-side Tester within the Guide editor to simulate Customer interactions and get a sense of how AI will respond to inquiries based on the existing Guide set up.

• Once satisfied, return to the Drafts tab, clicknext to the Guide, and select Make Active.

• Click Set as active in the confirmation modal.

Best practices and considerations

Review and align Cancel Order policy

Every organization handles order cancellations differently, making this a highly policy-dependent process. It is critical to review Cancel Order templates thoroughly before setting them to Active to ensure they align with your specific business requirements.

The Cancel Order template includes pre-built logic designed to cover common safety nets. Take note of the following default configurations and adjust them as needed:

Default logic

1. Shipping Status: By default, the template only allows cancellations for orders that have not yet shipped.

2. Time Constraints: The template is configured to allow cancellations only if the order is less than 24 hours.

Tailor Rules to your brand

We highly encourage you to review the pre-populated Rule logic and edit it to match your organization's specific policies. Consider the following examples:

• Strict cancellation windows: If your brand only allows cancellations within a 30-minute window after confirmation, you must modify the pre-built Rule to reflect this limit.

• Extended windows: If you allow cancellations up to 48 hours after an order is created, you will need to reconfigure the Rules to account for that extended timeframe.

Verify default Action behavior

The Cancel Order Action is pre-configured to take the following actions by default:

• Notify the Customer via email.

• Refund the Customer.

• Restock the item in Shopify.

These actions can be modified by reaching out to Support

Contact Gladly Support to adjust these default behaviors.