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

Yes. In Tools settings you can pick which of your order metafield definitions the AI sees when it looks up an order. If your operations team already tracks expected ship dates, fulfillment hold notes, VIP flags, or any other order-level field in Shopify metafields, the assistant can read and share that data in support conversations instead of the customer waiting for a human to open Shopify Admin.

This is for the cases where standard order status isn't enough. The status says unfulfilled; the metafield says why, or when.

Turning it on

1. Open Settings > Tools in the dashboard.
2. Enable the order lookup or 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 the AI should see, then save the tool settings.

Each selected metafield is stored with a label the AI reads alongside the value, so replies use human-friendly names rather than raw namespace keys.

What the AI does with them

When a customer asks about an order, the AI pulls the order details you've enabled, configured metafields included, and can cite them in its reply: an expected ship window from a custom field, the meaning of a fulfillment hold note, a real answer to 'what does my order status mean?' It never invents metafield values; it reflects what's on the order in Shopify at lookup time.

Two cautions. Create and populate the metafields in Shopify Admin before expecting the AI to use them, and click Refresh after adding new definitions so they appear in the picker. And select only fields that are safe and useful for customer-facing answers; leave internal codes and sensitive operational notes unselected unless your team is comfortable sharing them. Then test with a real order number and confirm the assistant mentions the right labels and values.