Connecting MyStore
Link your MyStore shop so the chatbot can look up orders, track deliveries and answer product questions.
MyStore connects with a personal access token that you create yourself. There is nothing to install, and the token only ever reads orders, customers and products — plus, if you want it to, cancels an order or corrects a customer address.
Create a personal access token
Sign in at auth.mystore.no with your shop administrator account and create a personal access token for your shop.
Copy the token when it is shown.
Tip
Use an administrator account that will still exist in a year. A token created under a personal account stops working the day that person leaves and their access is removed.
Paste it into Supportify
Open Settings → Store connection in Supportify, paste the token, and save.
We check the token against MyStore before storing it, so a token that has been mistyped or revoked is rejected straight away rather than being accepted and failing quietly later.
If your token covers several shops
Some administrator accounts have access to more than one shop. When that is the case we cannot guess which one you mean, so Supportify lists them and asks you to pick. Choose the shop your customers actually buy from.
Tip
You may also see an option to connect by signing in to MyStore instead. That route is not available yet — if you try it, Supportify will simply hand you back to the token flow above, which is the supported way today.
What your chatbot can do on MyStore
Supportify only offers the tools your platform genuinely supports, so the chatbot never promises a customer something it cannot deliver.
Available
- Look up an order by number or email
- Look up a customer and their order history
- Answer "where is my order?" with a tracking number, when the order has one
- Search products and answer questions about them
- Cancel an order
- Correct a customer address or phone number
- Everything that does not need your shop at all: knowledge-base answers, support tickets, ratings
Not available
- Discount codes. MyStore describes a discount's type and value in a way we have not been able to confirm the meaning of, and quoting a customer "300% off" when you meant "300 kr off" is worse than saying nothing. This one is a candidate to enable later.
- Refunds. MyStore has no refund action for us to call. Cancelling the order is the closest thing, and the chatbot can do that.
- Returns as a formal process. No MyStore equivalent — the chatbot raises a ticket instead.
- Editing or creating orders, and gift cards.
Tracking works, just not as a separate lookup
MyStore keeps the tracking number on the order itself rather than as a separate shipment record. That makes no difference to your customers — they ask where their order is and the chatbot tells them — but it is why you will not find a distinct "delivery lookup" in the tool list.
Putting the widget on your shop
Open Embed code in Supportify, copy the snippet, and add it to your MyStore theme so it loads on every page — wherever your theme lets you add custom scripts to the header or footer. The snippet 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.
If something stops working
The usual cause is the token: revoked in MyStore, or created under an administrator account that has since lost access. Settings → Store connection shows the current state, and you can paste a fresh token there at any time.
Replacing a token changes nothing else — your knowledge base, conversation history and settings all stay exactly as they were.
What a broken connection 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 shop: order lookups, tracking and cancellations. If customers suddenly start being told you cannot find their orders, check this page first.