Add Shopify order context to Front support tickets

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?"

Agentic Task
FrontShopifyCustomer SupportFeedback TriageNotifications & Alerts
PromptCreate

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.

Additional information

What does this prompt do?
  • Sweeps your Front support inbox every 10 minutes during business hours for new, unassigned conversations.
  • Looks up the sender in Shopify and pulls their three most recent orders with status, items, total, and tracking.
  • Posts the summary as a private internal comment on the Front conversation, so agents see order context without leaving the ticket.
  • Skips conversations we have already annotated and auto-replies or internal senders, so nothing gets double-posted and Shopify rate limits stay safe.
What do I need to use this?
  • A Front account with access to your shared support inbox.
  • A Shopify store login with permission to read customers and orders.
  • A short list of internal domains you want to exclude, like your own company email domain.
How can I customize it?
  • Change the schedule or business hours window, for example every 5 minutes during a big launch or only 9am to 6pm on weekdays.
  • Adjust how many recent orders to include, or filter to only paid or unfulfilled orders.
  • Point it at a different Front inbox, or fan it out across multiple regional inboxes.
  • Tweak the wording of the private note, or add fields like lifetime value, tags, or a link back to the Shopify admin.

Frequently asked questions

Will the customer see the order summary?
No. The order snapshot is added as a Front internal comment, which is a private note only your teammates can see. The customer never gets emailed or notified.
What happens if the customer's email is not in Shopify?
The workflow posts a short note saying we checked Shopify and found no matching customer, so the agent knows the lookup happened and can move on without repeating the search.
How does it avoid commenting on the same ticket twice?
Before posting, it reads the existing internal comments on the conversation and skips any thread that already has an order snapshot from this workflow.
Does it work with the free Front plan?
It works with any Front plan that lets you connect a shared inbox and add internal comments. If you can leave a private note in Front today, this will run.
Can I run this on more than one inbox?
Yes. Point it at a specific support inbox to start, then duplicate or expand the workflow to cover other regional or brand inboxes.

Stop tab-switching to answer "where is my order?"

Connect Front and Shopify once, and Geni drops an order snapshot inside every new support ticket so agents reply from one screen.