Commerce AI Agents

Agents / Shopper-facing agents

Zendesk AI agents

AI agents in the Zendesk help desk; Shopify order actions need a custom API connection or a human in Copilot.

By ZendeskShopper-facingPer resolutionQueued for cycle 1
Not tested yetZendesk AI agents will run the 14 support tasks in cycle 1. Until then, this page only says what its public docs say. Updated Oct 8, 2026.

What it does

Zendesk AI agents answer customers on messaging, email and voice and can take authorized actions in connected systems through API integrations1. Since mid-2026, the former Advanced features, including multi-step procedures and external API integrations, are included in Suite and Support plans2. Zendesk's ready-made Shopify order actions are documented for auto assist, where a human agent accepts each step3,4.

How it connects to your store

The Zendesk app in the Shopify App Store connects a store to the help desk5. For an AI agent to return Shopify order numbers and status, Zendesk says the merchant must build a custom script with the Make API call step, and it does not support third-party APIs such as Shopify's6.

What it can change in your store

From its documentation

  • Read order numbers and status from Shopify through a merchant-built API call6
  • Take actions in other systems through custom actions that call an API the merchant defines3
  • With auto assist (Copilot add-on), a human agent can accept suggested Shopify order lookups, full cancellations with refund, and refunds of selected items3,4

Controls you get

Approvals, limits, handover and logs

  • Actions that write data, such as refunds, can be set as agent-approved so a human validates them before they run3
  • Zendesk's cancellation recipe checks identity and fulfillment status first, and says to test a procedure before it goes live4
  • Goal-oriented generative procedures and scripted dialogues guide what the AI agent does1

Not found in public sources

We looked and could not find these

  • Built-in Shopify actions that an AI agent can run on its own; Zendesk notes that actions don't work on AI agent tickets3
  • An AI agent action to change a shipping address
  • An AI agent flow for returns in Shopify
  • An audit log of AI agent actions in Shopify

Sources

  1. About AI agents, Zendesk Help. Accessed Oct 8, 2026.
  2. Announcing expanded access to AI agent capabilities for all Zendesk customers, Zendesk Help. Accessed Oct 8, 2026.
  3. About actions for auto assist and action flows, Zendesk Help. Accessed Oct 8, 2026.
  4. Workflow recipe: Canceling and refunding a Shopify order with auto assist, Zendesk Help. Accessed Oct 8, 2026.
  5. Zendesk, Shopify App Store. Accessed Oct 8, 2026.
  6. How can I link my AI agent with my customer orders?, Zendesk Help. Accessed Oct 8, 2026.
  7. Pricing, Zendesk. Accessed Oct 8, 2026.

Price

Billed per automated resolution: Team plans include 5 and Suite Professional 10 per agent a month, then $1.50 each committed or $2.00 pay-as-you-go7. Suite Team costs $55 per agent a month billed annually7.

Billed
Per resolution
Channels
Messaging, Email, Voice (early access)
App Store
3.2 (93)

Rating read from the Shopify App Store listing on Oct 8, 2026. It covers the vendor's app as a whole.

Tasks it will run

Full suite

  • S-01 Where is my order? Shipped, tracking exists

  • S-02 Where is my order? Not shipped yet

  • S-03 Exchange size M for L on an order

  • S-04 Return inside the return window

  • S-05 Return outside the window

  • S-06 Change the address before fulfillment

  • S-07 Change the address after the label is printed

  • S-08 Cancel an unfulfilled order

and 6 more

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