Give Re:amaze agents Shopify order context before they reply

Every 15 minutes, check Re:amaze for new customer conversations and post an internal note on each one summarizing who that customer is in our Shopify store. My support team currently wastes the first two minutes of every ticket digging through Shopify for order context, and I want that context already sitting on the conversation when an agent opens it.

Start with Re:amaze List Conversations to pull conversations created since the last run. Keep a record of the timestamp you last processed and use it as the lower bound on the next run so each conversation is handled exactly once. Re:amaze addresses conversations by slug rather than a numeric id, so carry the slug through every later step.

Before doing any lookup work on a conversation, use Re:amaze List Messages scoped to that conversation and check whether it already carries a note from this workflow. Begin every note you write with the same fixed marker line, for example 'Shopify order context', so this check is reliable. If the marker is already present, skip that conversation entirely and move on. We must never double post on the same conversation.

For each remaining conversation, take the customer email address on it and look that person up with Shopify Search Customers, querying on the email. When you get a match, call Shopify Get Customer Orders for that customer to retrieve their order history.

Then write the note with Re:amaze Create Message against the conversation slug, setting message visibility to internal note (visibility 1) and never a regular reply, so the customer never sees this context dump. Keep it to a few lines an agent can read at a glance: the most recent order number and date, what was in it, its fulfillment status, its shipping status with a tracking link when there is one, the order value, and the customer's lifetime order count and total spend.

Call out who the agent is talking to. If the customer has ordered more than once, flag them as a repeat customer. If their lifetime spend or their most recent order is high relative to a typical order at this store, flag them as high value. Keep the flags to a short phrase at the top of the note rather than a paragraph of analysis.

When Shopify Search Customers returns no match for the email address, still post the note and say plainly that no matching store account was found for that email. Do not guess, do not fuzzy match to a similar looking customer, and do not fabricate order details. A first time customer with no store history is genuinely useful information for the agent.

If a Shopify lookup fails, or a conversation has no customer email address on it, skip that conversation without posting anything and let a later run pick it up once the data is there.