Can I add custom order metafields for the AI to use?

Yes. In Tools settings, you can configure custom order metafield definitions that the AI includes when looking up orders. That lets the assistant access and share store-specific order data you already track in Shopify metafields—expected ship dates, internal fulfillment notes, VIP flags, or any other order-level field your team maintains.

This is especially useful when standard order status is not enough for a good answer. If your operations team stores extra context on the order record, Simple Chat can surface it in support conversations instead of making customers wait for a human to open Shopify Admin.

Where to configure order metafields

1. Open Settings in the Simple Chat merchant dashboard.
2. Go to Tools and enable the order lookup / order status workflow you use for delivery questions.
3. In that tool’s settings, find the Order metafields section.
4. Click Refresh to load metafield definitions from your Shopify store.
5. Select the definitions you want the AI to see, then save your tool settings.

Selected metafields are stored with a label the AI can read alongside the value, so replies can reference human-friendly names rather than raw namespace keys.

What the AI can do with them

When a customer asks about an order, the AI pulls the order details you have enabled—including any configured metafields—and can cite that data in its reply. Examples include sharing an expected ship window from a custom field, explaining a fulfillment hold note, or answering “what does my order status mean?” using data your team already maintains on the order.

The AI does not invent metafield values; it reflects what is on the order in Shopify at lookup time.

Setup tips for merchants

• Create and populate order metafields in Shopify Admin before expecting the AI to use them.
• Use Refresh after adding new metafield definitions so they appear in the picker.
• Select only fields that are safe and useful for customer-facing answers—avoid internal codes or sensitive operational notes unless your team is comfortable sharing them.
• Test with a real order number in a development or production conversation to confirm the assistant mentions the right metafield labels and values.