Connecting Centra
Give Supportify read access to your Centra store so the chatbot can look up orders, track deliveries and start returns.
Centra connects differently from Shopify. There is no app to install and no OAuth screen — you create an Integration API token in Centra yourself and paste it into Supportify. It takes about five minutes, and the only fiddly part is ticking the right permissions, so this page lists them exactly.
Create an Integration API token in Centra
In Centra, go to System → Api Tokens and click Create integration API token.
Fill in the top of the form:
- Description — anything that will make sense to a colleague later, e.g. "Supportify AI".
- Organization name — "Supportify".
- Email — your own, so Centra can reach someone about the token.
- Integration name — pick Supportify if it is in the list. If not, choose [ New ] and type `Supportify`.
Set the expiry as far out as Centra allows — or leave it empty
This is the single most important field on the form. Centra pre-fills an expiry date, and an Integration API token cannot renew itself — there is no refresh mechanism. When the date passes, the token simply stops working and your chatbot loses order lookups, delivery tracking and returns until someone pastes in a new one.
If Centra lets you leave the expiry blank, do that. Otherwise set it as far in the future as it will accept. We will email you before an expiry arrives, but a token that never expires is one less thing to be woken up by.
Limit the token to your consumer store
Under Restrictions, tick:
- Store types → Direct to consumer
- Stores → the store your webshop sells from (often named "Retail")
Supportify only ever answers questions about direct-to-consumer orders, so there is no reason to hand it your wholesale data. Most Centra accounts have exactly one DTC store even when the list looks long.
Tick these permissions
Centra scopes tokens field by field, and a permission you miss does not fail at connect time — it fails weeks later, in the middle of a customer conversation. So it is worth being precise here.
Note that the two columns are named differently: read permissions read like `Order details`, while update permissions read like `Order:write`.
Read permissions
Orders and delivery:
- `Order details`
- `Order.shippingAddress`
- `Order.billingAddress`
- `Shipment details`
- `Return details`
Customers:
- `Customer details`
- `Customer.billingAddress`
- `Customer.totalOrders`
Products:
- `Product details`
- `ProductVariant details`
- `ProductSize details`
Why the address and product ones are separate
In Centra, `Order details` does not include the shipping address, and `Product details` does not include variants or sizes. Miss those and the chatbot can find an order but cannot tell the customer where it is going, or find a product but cannot tell them which sizes exist — because in Centra the SKU lives on the size.
Update permissions
- `Order:write` — cancelling an order
- `Payment.cancel:write` — also required to cancel an order
- `OrderHistory:write` — writing a note on the order
- `Return:write` — starting a return
- `Customer:write` — correcting a customer address or phone number
Don't skip Payment.cancel:write
Cancelling an order in Centra also voids the payment authorization, and Centra scopes that under Payment rather than Order. Nothing in the name suggests it has anything to do with cancelling, so it is the one people miss. Without it, every cancellation fails.
Tip
Only want the chatbot to answer questions, never change anything? Tick the read permissions and skip the update column entirely. Supportify notices what the token can do and simply stops offering cancellations and returns — it will not try and fail in front of a customer.
Copy the token now
Centra shows the token once. Copy it before you leave the page — if you lose it, the only way forward is to revoke it and create another.
Find your Centra API URL
On the same Api Tokens page, Centra shows an Endpoint near the top. That is your API URL.
It is worth looking rather than guessing, because it is usually not the address bar you are currently on: the Centra admin often lives under a path, while the API sits at the plain domain.
Tip
If you paste the admin URL by mistake, we will almost always still work it out — Supportify trims whatever you paste down to the right domain. The connect screen tells you immediately if it cannot reach Centra, so you will not get a broken connection that looks fine.
Paste both into Supportify
In Supportify, open Settings → Store connection, paste the API URL and the token, and save.
We test the token against Centra before storing it, so a wrong or under-permissioned token is rejected on the spot with the specific problem named — rather than being accepted and quietly failing later.
What your chatbot can do on Centra
Supportify offers only the tools your platform genuinely supports, so the chatbot never promises a customer something it cannot deliver. On Centra that means:
Available
- Look up an order by number or email
- Look up a customer and their order history
- Track a delivery, including tracking numbers
- Search products and answer questions about sizes and SKUs
- Start a return — Centra has proper returns, and the chatbot can create one against the right shipment
- Cancel an order
- Correct a customer address or phone number
- Everything that does not need your store at all: knowledge-base answers, support tickets, ratings
Not available
- Discount codes. Centra stores a voucher's value in a free-form field with no fixed structure, and we would rather say nothing than quote a customer the wrong amount.
- Refunds as a separate action. In Centra a refund happens through a return, which the chatbot can already create.
- Editing or creating orders, and gift cards. These do not have a Centra equivalent that works the same way.
Returns are the reason to connect
Centra is the first non-Shopify platform where Supportify can create a real return. For a fashion brand, "I ordered the wrong size" is most of the inbox — and the chatbot can now handle it end to end instead of opening a ticket for someone on your team.
Putting the widget on your storefront
Centra is headless — your storefront is your own site rather than something Centra renders — so there is no theme editor to switch the widget on in. You add a small script to your site instead.
Open Embed code in Supportify, copy the snippet, and paste it into your site so it loads on every page. In most Next.js, Nuxt or Remix storefronts that means your root layout. It carries your own widget key, so nothing else needs configuring.
See Deploying the Chat Widget for what the widget looks like and how to style it.
When the token expires
If your token has an expiry date, we email you 14 days and 3 days before it arrives, and again on the day it lapses. Settings → Store connection shows the date and how long is left at any time.
To replace one: create a new token in Centra exactly as above, then use Reconnect on that same page. Nothing else about your setup changes — your knowledge base, conversation history and settings all stay put.
What an expired token looks like
The chatbot keeps answering questions from your knowledge base and can still take support tickets, so from the outside nothing appears broken. What stops is anything that needs your store: order lookups, delivery tracking and returns. If customers suddenly start being told you cannot find their orders, check this page first.