Identity needs thought. Order details are personal, so we agree how a shopper proves who they are before the agent shares them, for example by matching an email address or order number you already ask for. If the agent cannot confirm someone, it explains what is needed or passes the question to your team.
Online shoppers ask about sizing, delivery times, stock, discount terms and where an order is. With Shopify connected, the agent can read product and order information to give a specific answer, rather than a generic one. A customer who asks where their parcel is gets a response tied to their order, once they have identified themselves in a way you approve.
Reading information is low risk. Changing it is different. We usually let the agent explain the returns policy and start a return request, while a person approves refunds and exceptions. That keeps money movement with your team. You decide where the line sits, for example by order value or product type. Product descriptions are the agent's raw material. If yours are thin, add sizing and material details before launch.
Track questions answered without staff, order-status queries handled and conversations that reached a person. Read the questions asked just before a visitor left without buying. They often show missing information on a product page. It is a weaker fit for a shop with only a handful of products and very few messages, where a clear FAQ page may do the job. Chat earns its place when the same questions arrive daily.