Connect your sources
Connect a Shopify store and a mailbox, and check that their data has arrived.
A connection is one configured source: a mailbox for conversations, or a Shopify store for orders. Sync is the process that brings records from a connection into EcomSquad. Platform calls connections “accounts” in some places.
Most tickets need both: the mailbox supplies the conversation, and the store supplies its orders.
Connect a Shopify store
You need Platform access and permission to manage connectors. Ask the administrator responsible for EcomConnect setup for:
- The EcomConnect organization ID.
- The EcomConnect connection ID for your store.
- The configured agent key reference to select.
These identify a connection already prepared in EcomConnect. Use the supplied IDs, rather than your Shopify store URL or EcomSquad organization ID.
Open Shopify setup
In Platform, open Connectors → Shopify. You should see Connect a store if your organization has no store configured yet.
Enter the connection details
Enter a recognizable Label, such as “Example store”, and the supplied ecomconn organization ID and ecomconn connection ID. Select the supplied Agent key reference.
Connect the store
Choose Connect store. The store should appear in the list, initially with No sync yet if it has not run.
Check the first sync
If available, choose Sync now, then use Refresh to check health. Look for an updated Last success time. “Sync started” confirms a run was requested, not that it succeeded.
Then read a ticket through MCP or the API and check its linked orders. A synced store does not by itself mean every ticket has current order information.
Connect a mailbox
Mailbox setup is assisted
Ask your EcomSquad administrator to arrange the mailbox connection. Platform does not currently have a mailbox setup form.
Tell your administrator which mailbox your team answers customers from, and whether you need ongoing live sync or a one-time import of past mail. An archive import may not have ongoing live sync. Once your administrator confirms conversations have been synced or imported, check the mailbox’s status and list a conversation through MCP or the API.
Connection status
Open Connections in Platform and select a connection to see its status.
| Status | What to check |
|---|---|
| Connected | The connection is enabled. Check Last success to confirm a sync succeeded. |
| No sync yet | No sync health information is available yet. |
| Last run | A run occurred; check whether it succeeded. |
| Synced through | Progress for that resource. “Snapshot” means a whole-resource snapshot. |
| Health unavailable | Refresh before concluding that sync failed. |
Mailbox sync and order lookups are separate. A synced mailbox shows conversations; a ticket’s orders still depend on the store’s sync and lookups; see Tickets.
Agent keys and API keys
Two kinds of credential are involved, and they are not interchangeable.
| Credential | Used by | Purpose | Where to manage it |
|---|---|---|---|
| EcomConnect agent key | EcomSquad | Retrieve source data from EcomConnect. | Your administrator manages the secret; setup shows its reference, such as primary. |
| EcomSquad API key | Your application or assistant | Access EcomSquad with chosen permissions and connection limits. | API keys in Platform. See API keys and access. |
Disconnecting
Disconnect stops syncing. It does not delete stored data or revoke the provider login:
- Stored data stays readable by any key that can read the connection. To stop an integration reading it, revoke its API key.
- To restore a disconnected store or revoke provider access, ask your administrator.
Common problems
- No setup form: an existing store, including a disconnected one, hides the form. Ask your administrator to restore it. You also need connector management permission to see setup controls.
- The save was not confirmed: refresh the store list before submitting again. The connection may have saved even though its response did not arrive.
- The page asks for an EcomConnect agent key: your administrator must set it up first. An agent key is not an EcomSquad API key.
- No conversations appear: confirm with your administrator that the mailbox has synced, then check that your sign-in or key can read it. See connection limits.
- Conversations appear without order context: connect a store and check the ticket’s linked orders.
For sync failures, see connection troubleshooting.