# Ecommerce

> Answer from your live product catalog and hand the visitor a filled cart, on Shopify or WooCommerce.

Source: https://www.hey.support/docs/capabilities/ecommerce

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Ecommerce lets the agent answer product questions from your **live store** rather than from indexed pages, and hand a visitor off to checkout with the item already in their cart.

Open **Capabilities**, then **Ecommerce**.

## Connecting a store

Connect is one field — the store address. Neither backend needs credentials from you.

**Shopify** — enter your `.myshopify.com` domain. If you installed the Hey Support app from the Shopify App Store, this is connected for you automatically as part of the install.

**WooCommerce** — enter your site URL.

An agent uses exactly **one** store. Connecting a second one reassigns it rather than adding to it. One store can power several agents.

## What you can turn on

* **Product suggestions** — the agent searches your catalog and shows results as cards. Set how many products to show, and whether out-of-stock items are included.
* **Add to cart** — the cards carry an add button and the agent can add by name. Off by default.

Add to cart works on its own, without product suggestions, because the agent can look a product up by name when it needs to.

## What visitors see

A horizontal carousel of product cards — image, name, price, and one full-width action. Prices come from the store and are formatted in its own currency and decimal setting.

Tapping **Add** hands off to your storefront:

* On **WooCommerce** the item is added to the visitor's own session cart, so it merges with anything they already had.
* On **Shopify** the chat builds its own cart and hands over a checkout link. It does not merge with a cart the visitor built on the storefront.

Variable products with options are not added directly — the card links out to the product page instead, because picking the variant is the visitor's decision.

## Two things worth knowing

**A product answer never offers a human.** The agent only measures the knowledge base when deciding whether it is stuck, and your catalog deliberately is not in the knowledge base. Without this, a successful product answer would be followed by "talk to our team", which reads as failure.

**WooCommerce search is title-only.** That is a limit of the WooCommerce Store API, not something we can configure around: it matches product titles and SKUs, never descriptions or categories. So "anything in leather?" will not find a product called "Milano Tote". The agent falls back to narrowing the search and then to showing popular items, clearly labelled as suggestions rather than matches. Shopify's catalog search does not have this limitation.

## Shipping and returns questions

Those are answered from your [knowledge base](/docs/knowledge/overview), not from the store. Shopify retired the endpoint that served store policies to agents on 31 August 2026, so make sure your policy pages are indexed.