Connect your Shopify store to omotto

Connecting Shopify links your online store to one omotto workspace. The connection supplies store information to the Shopify features you enable. Preparing the product catalog, choosing actions and approval rules, and setting up automations are separate parts of setup.

How it works

Installing the app in Shopify is not the last step. For a new connection, you also approve which omotto workspace receives the store.

One workspace has one Shopify connection. The same store cannot be connected to two omotto workspaces at once. Even an errored connection can still hold the store; disconnect it in the previous workspace before moving it.

Catalog preparation starts automatically when there is no catalog brief yet. The first product search preparation follows when your plan and connection allow it. This is background work, not an instant result. Check Technical setup for progress and errors, then follow catalog setup for Catalog brief, Product fields, and Search index.
Shopify access is not blanket permission to act. Store authorization, enabled features and your approval rules are different layers. See Shopify actions and approvals and allowance rules. Do not assume that every discount always needs a manual click, or that installing grants automatic approval for money-related actions.
A connected store is not proof of a customer’s identity. Store information is still subject to User identification and verification and identity linking.
Product search is not an automatic message campaign. A searchable catalog does not itself send order confirmations or shipment updates. Those need a configured, enabled automation or an existing message trigger. WhatsApp delivery also depends on WhatsApp templates and messaging consent.
Connecting Shopify does not connect a customer line or switch on bot replies. Set up a line and review going live separately.

Connecting also creates a Shopify user source that stays off until you turn it on. Connecting a store does not activate this source or make every customer a verified store user. See using Shopify as a user source before enabling it.

Where to find it

Open Settings → Integrations → Shopify → Connection. If Shopify is not listed yet, choose Settings → Integrations → Add integration instead.

Set it up

Required to connect the store: install omotto through Shopify and link the intended store to the intended omotto workspace.

Depending on your goal: review catalog preparation for product answers, or configure the Shopify capabilities you want to use. Action approvals, customer verification and messaging channels are separate choices; connecting a store does not mean enabling them all.

Before you start

You need:

Access to the Shopify store you want to connect. If you are not the store owner, ask them to check your Manage and install apps and channels permission in Shopify. Paid app installations can also require Approve app charges. These are Shopify permission names, not omotto settings.
An omotto account with permission to manage integrations in the intended workspace. Viewing a connection is not the same as being allowed to link or disconnect it. Ask the workspace owner to check your permissions if controls are missing or access is refused.
The correct workspace selected in omotto. If you belong to several, use the workspace selector before starting. See switching workspaces.

Start the installation

Open Add integration at the location above. If Shopify is already listed, open its Connection page instead.
Find Shopify if you are in the integration list.
Click Install from Shopify. Shopify opens in a new tab. This button is available when the store is not connected or is in error, not while it is connected.
Sign in to the Shopify account for the intended store.
On the omotto listing in the Shopify App Store, click Install.
Review the data access and privacy policy on Shopify’s approval screen.
Click Install on that screen to approve the installation.

If Shopify offers a choice of stores, select the one you intend to connect. Do not approve access for a test store by mistake. There is no store-address field to fill in on omotto’s Connection page: the store comes from the Shopify installation.

If Install from Shopify is disabled, or the page says Shopify is not configured, contact omotto support. You do not need to obtain a private access key or paste credentials into another field.

Shopify’s own installation guide explains its installation screen. Its labels can change independently of omotto.

Approve the link to your workspace

After Shopify authorization, you return to omotto. Sign in if asked. The Link your Shopify store page asks whether to link the displayed store to the displayed workspace.

Check the store name and website address.
Check the workspace name in the same question.
Click Link store only if both are correct.

The store may also show Shopify handle: followed by an address ending in .myshopify.com. This is Shopify’s store address and can differ from your customer-facing website. If the name or website could not be loaded, the Shopify address is shown on its own. That alone does not mean you connected the wrong store.

Wrong workspace? Do not click Link store. Switch to the intended workspace, restart the Shopify installation flow, and check the new confirmation. There is no workspace picker inside the confirmation question itself.

After a successful link, you arrive at Technical setup, where catalog preparation continues. Opening an already-connected, healthy installation from Shopify may take you directly there without asking you to link it again.

Check the saved connection; catalog checks depend on your goal

On Connection, check that the status is Connected and that the store name, website and Shopify handle: are the store you meant.
Check Granted access. It is a read-only record of the access Shopify recorded, not a list of features that are switched on.
If you want product answers, open Technical setup and watch the catalog preparation progress. Connected does not mean preparation has finished, and a preparation error appears there rather than on Connection.

Store sign-in needs one extra Shopify permission. Request it from Customers → User identification → Store account sign-in (Shopify) → Allow in Shopify, then finish Shopify’s authorization and the link back to omotto. Opening that button only requests access; the permission is recorded after authorization. Granting it reconnects the store, refreshes its account matching and restarts earlier website chats tied to store sign-in. It does not turn line trust on. Then open your published store with the standard chat once and finish the per-line review in store sign-in setup.

That review explains two separate effects: a successful sign-in keeps the store account linked to the customer’s profile for name, spending and order display after sign-out; actions still require a current sign-in or qualifying verification code. Store email and phone are not verified by that link. Connecting the store or granting permission alone enables neither effect.

Settings

The Shopify connection card on Connection contains these controls and information. There is no separate on/off switch for the connection. The detailed catalog and action controls are covered in the linked guides; Connection is only for linking, checking access and disconnecting.

On-screen name	What it means	Initial state or availability
Connected	omotto has a saved live connection to the displayed store. This does not say that catalog preparation has finished.	Shown after a successful link.
Not connected	No active connection is available.	The starting state before linking, and the state after disconnecting.
Error	The connection needs attention. Read the error and any reconnect instruction below it.	Appears when a connection problem has been recorded.
Store name, website and Shopify handle:	Identifies the linked store. These are not editable store-selection fields.	Comes from Shopify; the Shopify address is the fallback.
Granted access	A read-only list of the access recorded for this installation. It is not a list of actions that are all switched on.	Shown while connected. There are no individual permission switches here.
Install from Shopify	Starts installation or reauthorization through Shopify.	Shown when not connected or in error; disabled if no installation destination is available.
Disconnect	Stops use of the store in this workspace and opens a confirmation first.	Requires permission to manage integrations; available for connected and errored connections.
Remove integration	Deletes the disconnected integration’s saved setup and synced data in omotto.	Appears only after disconnecting, for someone allowed to manage integrations.

Granted access uses the saved permission list when one is available. If no list was saved, the page shows the requested access instead. Reading access and making changes are different permissions; neither means every related omotto feature is enabled.

To review the access in Shopify itself:

Open Settings → Apps in Shopify admin.
Click omotto to open its information page.
Review Activity and permissions.
Review Privacy for personal-data access.

Shopify’s app management guide explains these sections. To change what a teammate may manage, change their permissions in the relevant system: Shopify account permissions and omotto team permissions are separate.

What to configure next

Choose only the options that fit what you want this feature to do.

Finish catalog setup: the Catalog brief, Product fields and Search index.
Choose which Shopify actions the bot may use and which need approval, and review allowance rules.
Set up automations if you want order or shipment messages.
Connect a customer line such as WhatsApp or website chat, then use a rehearsal and go live.

What happens when…

Shipping address changes need more store access

Shipping address corrections need additional Shopify access. An existing store may need to approve it once when the updated authorization becomes available. Turning on the ability in omotto does not grant that access. Correcting the order email or phone does not need these extra address permissions; it still needs the existing permission to change orders.

Check that the store and workspace on Connection are the intended ones.
Read the missing-access message for the address correction.
If Shopify offers updated access for omotto, review and approve it for that same store.
If the store stays Connected and no authorization flow is offered, leave the connection intact and contact omotto support. The updated access may not yet be available for your installation.

Do not disconnect or uninstall omotto just to get the new access. There is no separate Reauthorize button on a healthy connected store’s page. If the connection is already in Error and Install from Shopify is offered, follow the reconnection steps below. Shopify’s access-approval documentation explains that new access needs the store’s approval.

An expiry warning appears while the store is still connected

An expiry warning can appear before access stops working. No expiry warning is shown for a healthy connection far from expiry. While the status is Connected, this page has neither Install from Shopify nor a reconnect button, even if the warning asks you to reconnect.

Leave the store connected. Do not click Disconnect to reveal the installation button: that clears the prepared catalog.
Contact omotto support before the expiry shown in the warning. Include the store address, workspace name and warning text so support can guide the next step.

Reconnecting after an authorization problem

You normally do not need to disconnect first just to restore authorization. Disconnecting clears the prepared catalog, so avoid using it as the first troubleshooting step. The steps below apply when the status is Error or Not connected and the installation button is visible. For an expiry warning while still Connected, use the support route above.

Open Shopify’s Connection page in omotto.
Read the error or reconnect instruction, if present.
Click Install from Shopify.
Complete Shopify’s permission screens for the same store.
Finish Link store in the same workspace if the confirmation appears.
Check that the status is Connected, then review Technical setup again.

Reauthorizing the same store without disconnecting preserves its existing catalog brief and prepared products. A successful link also clears the connection’s recorded error.

In Handbook → What [assistant name] does when…, open the best-sellers rule. Best sellers: reporting permission required means this store has not granted the reporting access it needs; it does not tell you whether the feature is switched on. The notice is visible to readers; Grant reporting permission and the Technical setup link appear only for people who manage integrations. Ask an integration manager if those links are missing. The store owner must complete Shopify’s authorization. Merely turning the feature off and on does not grant access. See Shopify capabilities.

Move the same store to another workspace

Open the store’s Connection page in the old workspace.
Review any campaign-reward warning before continuing.
Click Disconnect and confirm.
Switch to the destination workspace.
Start the Shopify installation flow again and approve Link store for that workspace.

The move does not copy the old workspace’s catalog preparation or other setup to the new one. If you cannot access the old workspace, ask its owner or omotto support for help rather than repeatedly installing.

Replace the store in one workspace

Treat this as a fresh store setup, not a rename. Linking a different store clears the old store’s prepared product catalog, generated brief and search preparation. Store-specific extra product-field selections and location links are cleared too. Old store customer matches and sales-attribution data are invalidated rather than reused for the new store.

The following route uses Disconnect to make the installation button available in the existing integration. It is for deliberately changing stores, not renewing access to the same store. Remove integration and uninstalling omotto in Shopify are not required.

Open the existing Shopify integration’s Connection page in the workspace you want to keep.
Review the disconnect and outstanding-reward consequences below before proceeding.
Click Disconnect.
Read the confirmation and any campaign-reward warning.
Confirm Disconnect. The old store’s prepared catalog is cleared at this point.
Click Install from Shopify on the now-disconnected Connection page. Do not look for a second Shopify entry in Add integration.
Sign in to Shopify for the new store and complete the installation steps above for that store.
Check that Link your Shopify store names the new store and the intended workspace.
Click Link store if both are correct.
Review the retained Operator notes so old-store instructions do not remain in the new setup.
Check catalog setup, location links, User identification, actions and approvals, and store-event automations for the new store.

Disconnecting, removing and uninstalling are different

Before disconnecting, review automations and Instagram comment campaigns that rely on this store.

Open Connection.
Click Disconnect.
Read Disconnect Shopify?, including any reward warning.
Click Disconnect to proceed, or Cancel to keep the connection.

Disconnecting stops store use in omotto and disables its catalog search. It clears the prepared products, generated catalog brief and search preparation. Saved Operator notes remain. Reconnecting starts catalog preparation again. This is not a command to delete your products or orders in Shopify.

Outstanding rewards: the warning lists affected campaigns and their open promises. Rewards promised but not yet claimed can no longer be given through this connection after disconnecting. Customers who ask are told your team will follow up. Active campaigns use their configured reply for when rewards run out; without one, they stop replying. Arrange how your team will honor existing promises before disconnecting or removing the integration.

After disconnection, Remove integration offers a further deletion of the integration’s saved setup and synced data in omotto. Read the confirmation and choose Remove only if you want that cleanup. You can add Shopify again later through Add integration, but this does not restore the deleted setup.

Uninstalling in Shopify is a separate store-side action:

Open Settings → Apps in Shopify admin.
Open the ⋯ menu next to omotto.
Choose Uninstall.
Confirm the uninstall.

When Shopify reports the uninstall to omotto, the store connection is released and its prepared catalog is reset. Shopify also offers reinstalling compatible apps from the Uninstalled tab. See Shopify’s uninstall and reinstall guide. Do not uninstall just to fix a workspace-selection mistake or a temporary error.

Troubleshooting

What you see	What to do
The install link has expired	Start the installation again from Shopify. Old or already-used confirmation links cannot be reused.
The store is already connected in another workspace	Disconnect it there first. Back to integrations returns you to the integration list; it does not transfer the store.
Wrong store or workspace in the link question	Do not confirm. Select the intended accounts and restart the flow.
Access refused or no management controls	Ask the workspace owner to check your omotto permissions; ask the store owner to check Shopify installation permissions.
Error after authorization	Use the reauthorization steps above. If repeating them does not restore Connected, contact omotto support.
Expiry warning, but still Connected with no install or reconnect button	Keep the connection intact and contact omotto support before expiry. Do not disconnect to reveal the installation button.
Connected, but catalog setup is not ready	Check Technical setup, your plan, and the error shown there. Follow catalog troubleshooting, not repeated installation attempts.

When contacting support, give the store address, intended workspace name, the stage where you stopped, and the visible error or warning. Do not send passwords, private access keys or the installation confirmation link.