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Here are the steps in configuring the Shopify app for Voyado Customer Engagement.

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1 - Install the app

In Shopify Admin, go to Apps → Shopify App Store.
  1. Search for Voyado: AI Marketing & Loyalty.
  2. Click Add app and complete the installation.
In the Shopify app store

In the Shopify app store

You will need a Customer Engagement account to proceed. Choose the option that applies to you:
  1. In the app’s first screen, choose I already have an account.
  2. Voyado might need to enable Shopify support for you. Contact your Voyado team.
  3. When that is done, proceed to step 2.
  1. In the app onboarding, fill in Company name and Company number (or equivalent).
  2. Hit Submit. Voyado will now contact you to create the account.
  3. Once your Customer Engagement account is ready, re-open the app and select I already have an account.
  4. Now proceed to step 2.
You can always get back to the app configuration later via Apps → Voyado: AI Marketing & Loyalty → Settings in Shopify.

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2 - Connect Shopify to Customer Engagement

In Shopify, open Voyado: AI Marketing & Loyalty → Settings.

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Voyado API Domain

Under Customer Engagement account connection, fill in Voyado API Domain:
  • Production: https://[tenant].voyado.com
  • Staging: https://[tenant].staging.voyado.com
Replacing [tenant] with your Customer Engagement tenant name.

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Voyado API Key

Generate this in Config Hub inside your Customer Engagement environment (API key for the Shopify app).
  1. Click Connect.
  2. Verify that a confirmation panel appears showing the connected Customer Engagement URL.

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Changing environment

If you need to change which Customer Engagement environment your Shopify app is connected to, you can:
  1. Go to Settings and then Disconnect
  2. Enter a new API Domain and API Key
  3. Press Connect again
All app configuration (mappings, toggles, and so on) will be retained when you disconnect/reconnect

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3 - Map countries to stores

Now you will map your countries in Shopify to stores in Customer Engagement. The store -> country mapping determines which Customer Engagement store that each Shopify customer and order belongs to. This is critical for segmentation and reporting. To do this:
  1. In Shopify, open Voyado: AI Marketing & Loyalty → Settings → Store to country mapping.
  2. Click Add Mapping.
  3. For Mapping type, choose Shipping country. (The alternative, Shopify POS Location, maps POS locations instead.)
  4. For Voyado Store, pick the Customer Engagement store (type ECOMM) which will handle that shipping country.
  5. For Shipping Country, select the corresponding country from Shopify.
  6. Repeat these steps for each market you sell to.
  7. On one of your mappings, tick Rest of world fallback. This catches customers whose shipping country is missing, or is not mapped to a Customer Engagement store.
The fallback is optional, but without one, orders from unmapped countries will not sync to Customer Engagement. Contacts still sync; their “Recruited in store” field is left empty.This matters more than it sounds, because Shopify does not reliably populate the country field. See Country code management for why customers can arrive without a country at all.
Only one mapping can be the fallback. Ticking Rest of world fallback on a second mapping moves the flag rather than adding another.Each Customer Engagement store can be mapped to several shipping countries, but each shipping country can only be mapped to one Customer Engagement store.
If you have Shopify Markets (one store, many countries), you’ll typically have one ECOMM store per country in Customer Engagement, and will map each shipping country to the right store.
Store to country mapping

Store to country mapping

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4 - Contact synchronization

Now you will determine how customers from Shopify are created as contacts in Customer Engagement. Open Voyado: AI Marketing & Loyalty → Settings → Contact synchronization in the app.

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Identification method

Pick Customer identification method:
  • Identify by email only (recommended) - lookups only by email (this is unique in Customer Engagement).
  • Email first, then phone number - only if you’re okay with the risk of non-unique phone numbers.
  • Phone number first, then email - the least recommended option.
Use Identify by email only to avoid duplicates.
Customer identification method

Customer identification method

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Contact type

Have you choose the Customer Contact Type. The options are:
  • Create everyone as Member (recommended) - All Shopify customers will be stored as contact type “Member” in Customer Engagement.
  • Both Contact and Member - Account holders will have contact type “Member” in Customer Engagement and guest customers and newsletter subscribers will be given type “Contact”.
Customer contact type

Customer contact type

The option Both Contact and Member is hereby deprecated and should not be used by new customers. New customers should use the first option Create everyone as Member for this setting.

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New customer accounts

With Shopify’s New customer accounts, the distinction between “member” and “contact” no longer exists. Account status is not exposed through the Shopify API, and choosing “Both Contact and Member” results in all customers being created with contactType of “contact”, while customers created through Shopify POS will always be “member”. Choose Create everyone as Member so that the setting matches the behaviour. To identify genuine loyalty members, use a consent in Customer Engagement instead.

See more about New Customer Accounts

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5 - Orders to receipts

This determines when orders in Shopify are sent to Customer Engagement to become transactions / receipts. Do this:
  1. In the Voyado app, go to Settings → Receipt sync stage.
  2. Choose when an order should be stored as a Receipt in Customer Engagement, either:
    • Order unfulfilled
    • Order fulfilled.
Once a receipt is created, it can be used for segmentation and point calculations and shown on dashboards in Customer Engagement.
Make sure Store to Country Mapping is in place first, otherwise receipts will fail to sync.
Receipt sync stage

Receipt sync stage

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6 - Order notifications

This determines how transactional emails are sent from Customer Engagement.
  1. In Customer Engagement, prepare your automation workflows and email templates for:
    • Order confirmation
    • Order shipped / partially shipped
    • Order cancelled
    • Order refunded
  2. In Shopify, disable Shopify’s native transactional emails so customers don’t get duplicates. This requires Shopify Plus, and “Order confirmation” must be disabled by Shopify support. Customer Engagement can send the emails on any plan, but without Plus you cannot switch Shopify’s off, so duplicates are unavoidable.
  3. In the Voyado app Settings, find Order notifications and press Enable, so Shopify events trigger Customer Engagement automations with mapped order data.
Order notifications

Order notifications

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7 - Back in stock sync

This keeps the inventory levels synced from Shopify to Customer Engagement, allowing back-in-stock functionality to work.

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Prerequisites

Before you start configuring this in Shopify, make sure the following are in place in Customer Engagement:
  • Product feed connected and active - Your Shopify product feed must be imported into Customer Engagement and updating regularly.
  • Back in stock module enabled - The Back-in-Stock feature must be activated in the Customer Engagement tenant.
  • Back in stock email/SMS template ready - There is at least one template (usually email) that can be used for the notification.
  • All relevant products exist in the feed - If a product isn’t in the feed, Voyado can’t send Back-in-Stock notifications for it.
If any of these are missing, it’s vital that you fix them first (this is usually done together with your Voyado CSM or implementation team).

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Inventory sync

Do this in the Shopify app:
  1. In Shopify Admin, go to Apps → Voyado: AI Marketing & Loyalty.
  2. Open the app and go to Settings.
  3. Find Inventory sync for back-in-stock notifications and press Enable.
  4. Make sure the locations that handle online orders are included in the stock levels that are synced (meaning, the same locations Shopify uses for your online store).
This step ensures that when stock levels change in Shopify, Customer Engagement is updated and knows when to trigger notifications.
Back in stock inventory sync

Back in stock inventory sync

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8 - Soft ID Detect App Embed

To enable this in Shopify:
  1. In Shopify Admin, go to Apps → Voyado: AI Marketing & Loyalty.
  2. Click View app embed
  3. In the App Embed view, enable the toggle:
    • Soft ID Detect App Embed
  4. Click Save in the top right corner.
This toggle must be enabled for Soft ID (and tracking features) to work at all.
Soft ID Detect App Embed

Soft ID Detect App Embed

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9 - Soft ID decrypt key

Here you’ll configure the soft identification decrypt key. This key is required for Shopify to decrypt the identifier coming from email links generated by Customer Engagement.
  1. Login to Voyado Customer Engagement.
  2. Go to Administration -> Configure Customer Engagement
  3. Open Soft identification section
  4. Copy the Encryption key (for the correct environment, usually production)
  5. Go back to Shopify admin -> Apps -> Voyado: AI Marketing & Loyalty
  6. Paste the key into Soft identification decrypt key
Soft identification decrypt key*

Soft identification decrypt key*

Your Soft ID decrypt key must use AES for this to work. Check with your Voyado contact or support to confirm as this setting is not exposed in the Customer Engagement UI.

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10 - Web pixel tracking

Web pixel tracking is used in abandoned cart, abandoned browse and products of interest. Before you start configuring this in Shopify, make sure the following are in place in Customer Engagement:
  • Your Product feed must be imported into Customer Engagement and updated regularly
  • The Soft ID Detect App Embed must be active (see step 8 above for details)
Now follow these steps:
  1. In Shopify, open Voyado: AI Marketing & Loyalty → Settings → Web pixel tracking.
  2. Tick Enable cart tracking for abandoned cart flows.
  3. Tick Enable identification of customers by email at checkout.
  4. Tick Enable product view tracking for products of interest / abandoned browse.
  5. Under In this Customer Engagement environment, confirm that the selected environment (Production or Staging) matches your Customer Engagement API domain.
Web pixel tracking

Web pixel tracking

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11 - Loyalty & promotions

Now you will decide how loyalty and promotions are shown in the storefront by configuring theme blocks and checkout appearance.

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App theme block

  1. In Shopify Admin, open Voyado: AI Marketing & Loyalty and select Customize theme in the app.
  2. In the Theme Editor, select Add section to add a new section if you need one, then Add block on the section where you want the block.
  3. In the popup, choose Voyado — it may be under the Apps tab. Drag the block to the position you want.
  4. Now save the theme.
The Promotions & Loyalty app theme block works only with Shopify Classic Customer Accounts. It is not supported on the New customer accounts page, and it cannot be placed on the checkout page. If you are on New customer accounts, see New customer accounts for the alternatives.

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Vouchers & promotions

In Shopify:
  1. Go to Voyado: AI Marketing & Loyalty → Settings → Promotions & reward voucher sync
  2. Tick Enable promotion sync (for multichannel promotions from Customer Engagement)
  3. Tick Enable loyalty voucher sync (for reward vouchers from Customer Engagement)
  4. Under Combinations, choose whether a voucher can be combined with:
  • Product Discounts
  • Order Discounts
  • Shipping Discounts
In Customer Engagement:
  1. Set up Reward vouchers (from points) as needed.
  2. For promotions, make sure the External promotion code exactly matches a discount code in Shopify
Promotions & reward voucher sync

Promotions & reward voucher sync

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Loyalty checkout extension

If you’re on Shopify Plus:
  1. Go to Settings → Checkout → Customize.
  2. Add the Loyalty Checkout Extension (usually near the discount code field).
  3. Configure whether to require login in order to show offers.
  4. Configure label overrides (optional).
  5. Configure whether you show promotions, vouchers, or both (depends on which sync toggles are on).
Loyalty Checkout Extension

Loyalty Checkout Extension

The Checkout UI extension applies for Shopify Plus customers only.

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12 - Data import

In this step you will be importing existing customers and orders. If you’re onboarding an existing Shopify store, run these imports so that Customer Engagement starts with the full customer history. In Shopify, open Voyado: AI Marketing & Loyalty app → Data Import.

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Import customers

  1. Tick Import customer data and click Submit.
  2. All Shopify customers (including Shopify POS) are created in Customer Engagement if they don’t exist.
  3. If they do exist, the app just fetches their contactId and stores it in Shopify for future linking.

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Import orders

  1. Tick Import order data. Start date and End date fields appear — set the range of orders you want to migrate.
  2. Click Submit to import orders.
  3. Orders can only be imported when their customer already exists in Customer Engagement. If you tick both boxes, the app handles this for you: customer data is always processed before order data.
Both imports are processed in the background, so you don’t need to keep the page open.
Be sure to temporarily disable Customer Engagement automations that trigger on “New contact registered”, “Product purchase”, or “New return” so you don’t accidentally trigger send-outs during the import of historical data.
Data import

Data import

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13 - Attribute mapping

The app maps a set of core customer fields to Customer Engagement automatically. You can also map any Shopify customer metafield to a custom attribute in Customer Engagement.
  1. In the Voyado app, go to App Settings → Attribute Mapping.
  2. Review the Locked Mappings, which are pre-configured and can’t be changed.
  3. Under Custom Mappings, add your own mappings for anything else you track.

See the full attribute mapping reference

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14 - Headless API keys

Only needed if you are running Shopify headless, or otherwise calling the app’s APIs directly. The key authenticates requests to the loyalty API and the back-in-stock endpoints.
  1. In the Voyado app, go to Settings → Headless api keys.
  2. Select Add api key.
  3. Store the generated key somewhere safe — it is used as a Bearer token in the Authorization header.

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15 - Marketing preference sync

Two separate settings control how marketing preferences move between Shopify and Customer Engagement. Both are off by default.
  1. In the Voyado app, go to Settings.
  2. Synchronize marketing preferences — tick Enable to sync email and SMS preferences between Shopify and Customer Engagement. A Webhook URL and an Encryption key field appear once enabled; see Webhooks for preferences for what to do with them.
  3. Synchronize all marketing preference changes from Shopify orders (specified in checkout) to Customer Engagement — tick Enable only if your Shopify checkout has Email Marketing options set to Preselected.
Voyado does not recommend using Shopify’s Preselected opt-in mode. If you do use it, the second setting above must be enabled or consent captured at checkout will not reach Customer Engagement. See Sync of email marketing preferences before deciding.