Celigo AI assist is an add-on for the Shopify - NetSuite integration app that uses Celigo AI to explain what happened to your Shopify orders, without changing your order, fulfillment, or refund sync. It adds two flows to each Shopify store: one summarizes an order, refund, or return merchandise authorization (RMA) across Shopify and NetSuite, and the other triages Shopify orders that failed to sync to NetSuite and tells you why they failed and what to do. AI assist saves all results in NetSuite, where you review them on a Celigo AI assist dashboard.
This article explains how AI assist becomes available in your account, how each flow runs, how to start the flows from integrator.io or NetSuite, and how to read the results in NetSuite.
Contents
- Use cases
- What Celigo AI assist includes
- How AI assist becomes available
- Find the AI assist flows in integrator.io
- Configure the AI assist settings
- Summarize an order, refund, or RMA
- Triage failed Shopify order syncs
- Find AI assist in NetSuite
- Use the Celigo AI assist dashboard
- Review AI assist records in NetSuite
- AI assist limits
- Troubleshoot AI assist
Use cases
Order problems often come to light only when someone asks: a shopper wants to know where a refund is, or a batch of orders fails to sync to NetSuite, and someone has to work through the errors one at a time. Use AI assist to:
- Answer "What happened to this order?": Get one timeline for an order, refund, or RMA across Shopify and NetSuite, with the current status, the gaps between the two systems, and who should act next.
- Find out why orders failed to sync: Orders that fail the same way share one error pattern, with a cause, severity, and plain-language explanation, instead of one error to read per order.
- Fix the problem before you retry: Each pattern includes a retry checklist and tells you whether to Fix before retrying or Retry after verification.
- Prioritize by impact: See the amount at risk for each pattern and the total Revenue at risk, and filter by High severity to handle the most urgent patterns first.
- Route work to the right team: Each error pattern names an owning team, such as Finance, Warehouse, or NetSuite admin, and each case summary names the next owner.
- Know when a problem is fixed: When no open error matches a pattern anymore, the triage flow marks it Resolved.
What Celigo AI assist includes
AI assist adds these two flows to the AI assist flow group of each Shopify store:
| Flow | What it does | How it runs | Default |
|---|---|---|---|
| Summarize Shopify order, refund, or RMA case with Celigo AI | Builds a case summary for each order, refund, or RMA ID you submit: the current status in Shopify and NetSuite, a timeline, gaps between the two systems, the next owner, and the next action. | Real time. It runs when you submit IDs from the AI assist settings in integrator.io or from the dashboard in NetSuite. | Turned on |
| Triage failed Shopify order syncs with Celigo AI | Groups Shopify orders that failed to sync to NetSuite into error patterns, and gives each pattern a cause, severity, owning team, amount at risk, and retry checklist. | Scheduled or on demand. It runs on the schedule you add, when you select Run, or when you select Triage open order sync errors now in the AI assist settings. | Turned off |
AI assist also adds a Celigo AI assist tab to NetSuite with a dashboard and lists of the AI assist records. The results of both flows appear only in NetSuite. The integration app in integrator.io shows the flows and their run history, not the summaries or triage results.
AI assist is advisory. It reads your Shopify orders, NetSuite transactions, and integrator.io errors, and writes only its own NetSuite records. It doesn't change Shopify data, create or edit NetSuite transactions, or retry or resolve integrator.io errors. AI assist runs on your integration app's existing Shopify and NetSuite connections; you don't need a new connection.
AI assist uses Celigo AI credits: one AI action for each new error pattern and one for each order summarized. Orders that fail with an error pattern the triage flow has already analyzed don't use credits; the flow only adds them to that pattern's list of affected orders. To monitor usage, see Track your AI agent actions and credits usage.
How AI assist becomes available
AI assist needs two updates: a NetSuite integration bundle update, which adds the Celigo AI assist tab and records to NetSuite, and a Shopify - NetSuite integration app update, which adds the AI assist add-on to integrator.io.
NetSuite integration bundle update
- NetSuite production accounts: Celigo updates the NetSuite integration bundle (ID 81289) for you.
- NetSuite sandbox accounts: You update the NetSuite integration bundle (ID 81289) yourself.
Note: On existing integration apps, the AI assist add-on comes pre-installed. If you don't want to use it, you can uninstall it and install it again later.
AI assist add-on in integrator.io
How you get the AI assist add-on depends on your integration app:
- Existing integration apps: Celigo installs the AI assist add-on for you on every existing Shopify - NetSuite integration app, for every store in it. You don't need to install anything. The two AI assist flows appear in the AI assist flow group, and the AI assist card on the Add-ons tab shows Uninstall because the add-on is already installed.
- A new store added to an existing integration app: Install the AI assist add-on yourself from the Add-ons tab for that store.
- A new Shopify - NetSuite integration app tile: Install the AI assist add-on yourself from the Add-ons tab.
- New Shopify - NetSuite integration app customers: Install the AI assist add-on yourself from the Add-ons tab.
Install the AI assist add-on
Prerequisites: The NetSuite integration bundle in the NetSuite account connected to the integration app includes the AI assist objects. See NetSuite integration bundle update.
- Go to Home.
- Select the Shopify - NetSuite integration app tile.
- In the store list of the integration app, select your Shopify store.
- Select the Add-ons tab.
- On the AI assist card, select Install.
After installation, the two AI assist flows appear on the Flows tab under AI assist. The add-on is also listed under Admin > Subscription, in the Add-ons section, with its Installed on date and an Uninstall action.
Find the AI assist flows in integrator.io
The AI assist flow group lists the two AI assist flows for the selected store, where you turn them on, schedule them, and run them.
- Go to Home.
- Select the Shopify - NetSuite integration app tile.
- In the store list of the integration app, select your Shopify store.
- Select the Flows tab.
- In the Flows list, select AI assist.
The AI assist flows page lists the two flows for the selected store. The store name appears in brackets at the end of each flow name. The Schedule column shows Realtime for the summarize flow and a schedule icon for the triage flow.
To open a flow in the flow builder, select its name. The flow builder shows the flow steps, the Enabled toggle, Run, Schedule, and the Run history tab.
Configure the AI assist settings
The AI assist settings are where you submit order IDs for summaries, set how many error patterns the triage flow checks, and start a triage run on demand. The settings apply to the store selected in the integration app.
- Go to Home.
- Select the Shopify - NetSuite integration app tile.
- In the store list of the integration app, select your Shopify store.
- Select the Settings tab.
- In the Settings list, select AI assist.
The settings appear under Configure all AI assist flows. Select Save after you change a setting.
- Summarize order, refund, or RMA: The Shopify order IDs or names (for example, #1042), refund IDs, or NetSuite RMA numbers to summarize. Enter up to five values, separated by commas. When you select Save, the summarize flow creates case summaries on the NetSuite Celigo AI assist dashboard. If any ID can't be found, the flow reports it, and no summaries are created.
- Error patterns checked per run: The maximum number of error patterns the triage flow checks per run, newest first. Existing patterns refresh their affected orders, and only new patterns use AI. Higher limits take longer. Options: 25, 50 (default), 100, and 200.
- Triage open order sync errors now: Turn on the triage flow first, then select this checkbox and select Save to run the triage flow now. View the results on the NetSuite Celigo AI assist dashboard. If the triage flow is turned off, saving doesn't start a triage run.
Summarize an order, refund, or RMA
The Summarize Shopify order, refund, or RMA case with Celigo AI flow answers "What happened to this order?" You can start it on demand from integrator.io or from NetSuite. The flow gathers the Shopify order with its refunds, returns, exchanges, payments, and fulfillments, and any open sync errors. It looks up the order's NetSuite transactions (sales order or cash sale, deposits, fulfillments, return authorizations, receipts, credit memos, and cash refunds). The Build order case summary (Celigo AI) step then asks Celigo AI for a single chronological case summary with gaps and the next owner. The flow writes the summary as a Celigo AI case summary record in NetSuite (one per order, shown on the dashboard) and marks the NetSuite request as Summarized. The flow is read-only: it doesn't write anything to Shopify, and it doesn't create or change any transaction.
The summarize flow runs only when you submit IDs; it doesn't run on a schedule and doesn't pick up orders on its own. Each time you want a summary, submit the order, refund, or RMA IDs from the AI assist settings, from the NetSuite dashboard, or by creating a Celigo AI case request record in NetSuite. The flow runs in real time, and the summary appears on the Order cases tab of the Celigo AI assist dashboard in NetSuite.
You can submit these IDs, up to five per request:
- A Shopify order ID or order name, for example, #1042
- A Shopify refund ID, for example, gid://shopify/Refund/...
- A NetSuite RMA number, for example, RMA1004
Every ID must match a Shopify order in the store you select. If any ID can't be found, the request fails, and AI assist creates no summaries for it.
AI assist creates a separate case summary for each order in a request. A case summary reflects the order at the time it was created. To get the latest status, request the summary again; AI assist replaces the previous summary for that order.
Request a summary from integrator.io
- Go to Home.
- Select the Shopify - NetSuite integration app tile.
- In the store list of the integration app, select the Shopify store the order belongs to.
- Select the Settings tab, and then select AI assist in the Settings list.
- In Summarize order, refund, or RMA, enter up to five IDs, separated by commas.
- Select Save.
The summarize flow starts immediately and shows In progress in the Last run column on the AI assist flows page. When it completes, open the NetSuite dashboard to read the summary.
Request a summary from NetSuite
You can also start the summarize flow from NetSuite, without opening integrator.io.
- In NetSuite, go to Celigo AI assist > AI assist > Dashboard.
- In Summarize an order, enter up to five order, refund, or RMA IDs, separated by commas.
- In the Shopify store… list, select the store the order belongs to. You must select a store; the list includes every Shopify store connected to this NetSuite account.
- Select Summarize.
The dashboard confirms the request, for example, Request #21 queued. Refresh to check its progress under Order cases. The request triggers the summarize flow for that store in integrator.io. Select Refresh on the dashboard to see the summary on the Order cases tab.
If the form can't accept the request, it shows one of these messages:
- Enter an order name (#1042), order ID, refund ID, or return authorization number. — The ID field is empty.
- Enter at most 5 comma-separated values. — You entered more than five IDs.
- Select the Shopify store the order belongs to. — You didn't select a store.
- Couldn't create the request. followed by the reason — NetSuite couldn't create the request.
You can also create a Celigo AI case request record manually. See Celigo AI case request record.
Re-check case summaries
To request fresh summaries from the Order cases tab, select Check again for one case, or Re-check all open for every open case. Re-check all open asks you to confirm, for example, Ask Celigo AI again for 3 open cases? Each order is one model call; existing rows are replaced. It sends one request per store for every five orders, and confirms with a message such as Queued 1 request to re-check 3 open cases. Refresh to check progress.
Summarize flow steps
The flow builder and Run console show these steps:
- Receive case summary requests
- Get case summary requests from NetSuite
- Look up NetSuite transactions of the order (Celigo AI assist)
- Build order case summary (Celigo AI)
- Post case summary to NetSuite (Celigo AI assist)
- Post case request status to NetSuite (Celigo AI assist)
Triage failed Shopify order syncs
The Triage failed Shopify order syncs with Celigo AI flow groups the open errors on the Shopify order flows (real-time, scheduled, on-demand, sales order, and cash sale) by error pattern: the failing step, the error code, and the message with order-specific values removed. Orders that fail the same way share one diagnosis.
The flow looks up each pattern in NetSuite first. A pattern that already has a Celigo AI exception record only gets its list of open orders refreshed. New patterns go to Celigo AI, which classifies the failure, explains the likely root cause, names the owning team, and produces a retry checklist from a few sample orders. The flow writes the result as a Celigo AI exception record that lists the affected orders. The second source in the flow reads the store's open Celigo AI exception records and closes the patterns that no open error matches anymore; those patterns are marked Resolved.
Each run reads every open error of the order flows, plus the failed payload of up to 10 orders per pattern checked (at most the Error patterns checked per run setting). The flow is advisory only: it doesn't create or change any order or transaction, and it leaves the original errors for you to resolve or retry.
For each error pattern, the triage flow reports the cause, the severity, the owning team, the amount at risk, a plain-language explanation of why the orders failed, and the retry checklist to complete before you retry them. The results appear on the Order exceptions tab of the Celigo AI assist dashboard in NetSuite.
Turn on the triage flow
The triage flow is turned off by default. To turn it on, on the AI assist flows page, select the toggle in the Enabled column for Triage failed Shopify order syncs with Celigo AI.
Run the triage flow
Run the triage flow in any of these ways:
- On a schedule: On the AI assist flows page, select the schedule icon (Add schedule) in the Schedule column, or open the flow and select Schedule. Set how often the flow runs, and save the schedule. A scheduled run picks up all open order sync errors.
- On demand: On the AI assist flows page, select the Run icon, or open the flow and select Run.
- From the AI assist settings: Select Triage open order sync errors now, and then select Save.
To follow a run, open the flow. The Run console shows each step's status and its Success, Ignored, Errors, and Auto-resolved counts. To review earlier runs, select the Run history tab.
Triage flow steps
The flow builder and Run console show these steps:
- Get failed Shopify order syncs (export)
- Get open Celigo AI exceptions from NetSuite (export)
- Look up Celigo AI exception for the pattern (lookup)
- Triage failed order sync (Celigo AI) (AI agent)
- Post order exceptions to NetSuite (Celigo AI assist) (import)
Find AI assist in NetSuite
After the NetSuite integration bundle is updated, NetSuite shows a Celigo AI assist tab. If your NetSuite account has many tabs, the Celigo AI assist tab is under the more options (...) menu in the NetSuite navigation bar.
| Page | Navigation path | What it shows |
|---|---|---|
| Overview | Celigo AI assist > Celigo AI assist Overview | Lists of open exceptions and recent case summaries. |
| Dashboard | Celigo AI assist > AI assist > Dashboard | The Order operations dashboard, where you review results and request summaries. |
| Order exceptions | Celigo AI assist > AI assist > Order exceptions | The list of Celigo AI exception records, one per error pattern. |
| Case summaries | Celigo AI assist > AI assist > Case summaries | The Celigo AI case summary records, one per order. |
| Case requests | Celigo AI assist > AI assist > Case requests | The list of Celigo AI case request records, one per summary request. |
Celigo AI assist Overview page
The Celigo AI assist Overview page, titled Celigo AI assist, shows these lists:
- Celigo AI - Open exceptions by cause and owner
- Celigo AI - High severity, open
- Celigo AI - Open order exceptions
- Celigo AI - Recent case summaries: The summary date, source record, store, current status, open gaps, next owner, and next action. Select the view icon to open a case summary record.
Use the Celigo AI assist dashboard
The Celigo AI assist dashboard, titled Order operations, is where you review sync issues and order cases and request new summaries. To open it, go to Celigo AI assist > AI assist > Dashboard. The page header shows Celigo integration apps / NetSuite above the Order operations title.
When there are no saved results in the selected time window, the dashboard shows Get your first AI assist results, with the steps to start each flow (Find order sync issues, Understand an order) and the Summarize an order form. The guide begins with In integrator.io, open Shopify - NetSuite → your store → AI assist. It also reminds you to check a flow's run history, widen the time window if needed, and then select Refresh.
Dashboard controls
- All integration apps: Shows results for all integration apps, or select one.
- All stores: Shows results for all stores, or select one Shopify store.
- Last 30 days: The time window for results. Options: Last 7 days, Last 30 days, Last 90 days, and Last year.
- Refresh: Reloads saved results. Refresh doesn't run either flow.
- Auto-refresh every 5 min: Reloads saved results every five minutes when selected.
- Back to NetSuite: Returns to the NetSuite home page.
The dashboard shows when results were last loaded, for example, Updated 14:56:29, or Couldn't refresh if a reload doesn't complete. A note shows when the exceptions were last updated, for example, Exceptions last updated 6 Oct, 16:21. Saved results. The note can also read, for example, Exceptions last updated 6 Oct, 16:21. Run triage in the integration app to check for changes. Times use your browser's time zone.
The dashboard displays up to 1,000 exceptions, 300 cases, and 100 requests. When it shows a limited set of records, counts reflect only the loaded records; narrow the time window or use NetSuite saved searches for the complete list.
Summary metrics
- Open patterns: Open error patterns, grouped by error pattern.
- High severity: Open patterns with high severity. Prioritize these fixes.
- Needs review: Patterns that are low-confidence or unclassified. Review these yourself.
- Revenue at risk: The total of known order amounts in open patterns. Shows Not available when no order totals are known.
Order exceptions tab
The Order exceptions tab lists the error patterns from the triage flow, with the Severity, Latest order, Store, Cause, Owning team, Status, At risk, Last seen, and Orders columns.
To narrow the list, search by order, error, cause, or flow (the search also checks the full error text), and use these filters: Open, Needs review, Resolved, All, High, Medium, Low, All teams, and All causes. Select Clear filters to reset them. Select Pattern breakdown to see Open exceptions by cause and Open exceptions by owning team.
The Cause and Owning team columns use these values:
| Cause | Owning team |
|---|---|
| Item or SKU missing | Order operations |
| Customer issue | Customer service |
| NetSuite validation | Finance |
| NetSuite permission | Warehouse |
| Mapping or setting | NetSuite admin |
| Tax or currency | Integration admin |
| Shipping or location | Celigo Support |
| Duplicate or already synced | (blank) |
| Connection or timeout | (blank) |
| Shopify data quality | (blank) |
| Other | (blank) |
Expand a row to see:
- Why it failed: The cause, quoting the failing value.
- Next step: The recommended action and the owning team. Fix before retrying means you must correct the data before you retry, and Retry after verification means you can retry once you verify the source records.
- View error, Shopify order, NetSuite record: Links to the error in integrator.io and to the related records.
- Retry checklist: The steps to complete before you retry the orders in integrator.io error management.
- Affected orders: The orders that share this pattern, newest first, with each order's Shopify order ID, amount, failure time, and the values that differ between orders.
- Source error and details: The original error message, plus Confidence (High, Medium, Low, or Unknown), Flow, Error code, Latest error ID, First seen, Last seen, Resolved at, and Error pattern key.
Order cases tab
The Order cases tab lists the case summaries from the summarize flow, with the Order (and its NetSuite transaction, or No NetSuite transaction), Store, Status, Current status, Next owner, Issue groups, and Summarized columns. The next owner names who should act, for example, Integration admin, NetSuite admin, or Finance. When Shopify and NetSuite match with no gaps, the next owner is No one (no action needed).
To narrow the list, search by order, refund ID, or owner, and use the All, Open, and Resolved filters.
Expand a row to see the Current status, the Next step and owner, links to the Shopify order and NetSuite record, and Timeline and evidence. Timeline and evidence shows the Summary, Timeline (events from Shopify, NetSuite, and Celigo, oldest first), Next step, Issues to resolve, Refund reconciliation, and Integration check. Times that appear as recorded aren't converted to your time zone.
Request history
Request history, at the end of the Order cases tab, lists every summary request from integrator.io or NetSuite, with the Requested time, Request IDs, Store, Status, Outcome, and who submitted it (By). The heading shows the totals, for example, Request history (22) · 1 queued · 5 failed.
- Queued: The request is waiting for the integration app flow.
- Summarized: The summary is ready. Select Case summary to open it.
- Failed: The Outcome explains why, for example, when no Shopify order matches the ID in the selected store.
Select Request to open the Celigo AI case request record.
Review AI assist records in NetSuite
AI assist saves its results as NetSuite records. Open them from the dashboard links or from the Celigo AI assist > AI assist menu. The Celigo AI records are shared by the Celigo NetSuite integration apps; the Integration app field on a record shows which integration app wrote it.
Two lists define the Severity and Status values on these records. Severity is High, Medium, or Low. Status is Open, Needs human review, or Resolved.
Celigo AI exception record
One record per error pattern, named by cause and error code, for example, Customer issue - multiple_customer_found. AI assist updates the record in place on every triage run. It includes:
- Integration app, Store/marketplace, Source record ID, Source record, and Source record link: The newest affected order and a link to it in Shopify.
- Status, Severity, Cause, Owning team, Confidence, Root cause, Recommended action, Retry checklist, and Safe to retry.
- At risk and Currency: The amount held up by the pattern. At risk is empty when the amount is unknown, or the orders use several currencies.
- Flow, integrator.io error ID, Error code, Error message, and integrator.io error link: The original error from the newest open error of the pattern.
- Affected orders and Open orders: The open orders that fail with this pattern, newest first. AI assist refreshes the list on every triage run.
- Error pattern key, Last seen, and Resolved at.
Celigo AI case summary record
One record per order, for example, #1042 - case summary. The latest summary replaces the previous one. The record is read-only. It includes:
- Integration app, Store/marketplace, Source record ID, Source record, and Source record link: The Shopify order and a link to it.
- Status, NetSuite transaction, Current status, Next owner, Next action, and Open gaps.
- Case summary: The status line, timeline (oldest first, with the system in brackets), gaps, and next step as written by Celigo AI, followed by the gaps the integration app verified itself.
- Summarized at.
Celigo AI case request record
One record per request. Creating a record starts the Summarize Shopify order, refund, or RMA case with Celigo AI flow. The dashboard creates this record when you select Summarize, and you can also create it manually. The flow writes the outcome back on the record, and the summary as a Celigo AI case summary record. The record includes:
- Order, refund, or RMA IDs: Up to five comma-separated values: a Shopify order name (#1042) or order ID, a Shopify refund ID, or a NetSuite return authorization number. Every value must match a Shopify order of the store; otherwise, the request fails and nothing is summarized.
- Shopify store: The Celigo Shopify store record created when you added the store to the integration app. Only the integration app flow of that store picks up the request.
- Status: Queued until the integration app flow processes the request, then Summarized or Failed. The integration app sets the status.
- Outcome: What the integration app did with the request, or why it failed, for example, an ID that matches no Shopify order.
- Case summary: The Celigo AI case summary record written for the request (the last order when you requested several).
Mark a case resolved
A case summary is a point-in-time result; it doesn't change when you act on the order. After you resolve the issue, mark the case resolved:
- Open the Celigo AI case summary record in NetSuite.
- Select Edit.
- Change Status to Resolved.
- Select Save.
You can't change a case's status from the dashboard, and you change one record at a time. Request history isn't deleted automatically.
AI assist limits
These limits apply to the summarize flow, the triage flow, and the dashboard.
- AI assist results are advisory. Verify the source records before you retry orders or make changes.
- The summarize flow runs only for the IDs you submit. It doesn't run on a schedule.
- A summary request accepts up to five IDs, whether you submit it from the AI assist settings, the NetSuite dashboard, or a case request record. If any ID can't be found, AI assist creates no summaries for that request.
- Re-check all open sends one request per store for every five orders, and replace the existing summaries.
- Check again and Re-check all open use one AI action for each order they summarize again.
- The triage flow covers open errors on the Shopify order flows. Each run checks up to the number of error patterns set in Error patterns checked per run, newest first, and reads the failed payload of up to 10 orders per pattern.
- The dashboard shows a limited set of records. Counts reflect only the loaded records.
- Summaries and exceptions don't include personal data such as names, emails, phone numbers, or addresses; summaries refer to the shopper as "the customer."
- The flows' AI configuration, instructions, and output format can't be edited.
Troubleshoot AI assist
Use these causes and resolutions when AI assist doesn't appear, a request fails, or the dashboard shows no results.
Celigo AI assist tab missing in NetSuite
Symptom: The Celigo AI assist tab doesn't appear in the NetSuite navigation bar.
Cause: The NetSuite integration bundle isn't updated, or the tab is under the more options menu.
Resolution: Check the more options (...) menu in the NetSuite navigation bar. In a sandbox account, update the NetSuite integration bundle. In a production account, contact Celigo Support if the bundle hasn't been updated.
AI assist flows don't appear
Symptom: AI assist isn't listed on the Flows tab of the selected store.
Cause: The AI assist add-on isn't installed for the selected store, for example, a store you added to an existing integration app.
Resolution: Install the add-on from the Add-ons tab. See Install the AI assist add-on.
Bundle is missing AI assist objects
Symptom: The message reads, for example, The Celigo Shopify bundle (<bundle ID>) in the NetSuite account connected to this integration doesn't include the Celigo AI assist objects yet. Update the bundle in NetSuite (<link>), then install the AI assist add-on again. A similar message says the bundle doesn't include the current Celigo AI assist saved searches and records.
Resolution: Update the Celigo Shopify bundle in NetSuite, and then install the AI assist add-on again. The update adds the Celigo AI records and dashboard that the add-on writes to.
The add-on installation can't verify the bundle
Symptom: The message reads, for example, We couldn't verify the Celigo Shopify bundle (<bundle ID>) in NetSuite: <detail>. Check the NetSuite connection and retry.
Resolution: Check the NetSuite connection, and then retry.
Wrong number of store records
Symptom: The message reads, for example, The NetSuite account connected to this integration has 0 active Celigo Shopify store records for store <store ID> (expected exactly one).
Resolution: In NetSuite, go to Customization > Lists, Records, & Fields > Record Types, and check the Celigo Shopify Store Info record type. Then install the AI assist add-on again.
Add-on isn't fully installed
Symptom: The message reads The AI assist add-on isn't fully installed for this store (missing store, connection, export, or AI agent). Reinstall the add-on or contact Celigo Support
Resolution: Reinstall the add-on, or contact Celigo Support.
Triage run doesn't start from settings
Symptom: The message reads Enable the Triage failed Shopify order syncs with Celigo AI flow on this tab, then select the checkbox again and select Save.
Cause: The triage flow is turned off.
Resolution: On the AI assist flows page, turn on Triage failed Shopify order syncs with Celigo AI in the Enabled column. Then select the checkbox and Save again.
AI assist couldn't start a flow
Symptom: The message reads We couldn't start the case summary flow: <detail> or We couldn't start the triage of open order sync errors: <detail>.
Resolution: Use the detail in the message to correct the problem, and then try again. If the problem continues, contact Celigo Support.
Dashboard shows no saved results
Symptom: The dashboard shows Get your first AI assist results.
Cause: No saved results exist in the selected time window
Resolution: Request a summary or run the triage flow, check the flow's run history in integrator.io, widen the time window if needed, and then select Refresh.
The dashboard couldn't refresh or load
Symptom: The dashboard shows Couldn't refresh data. Sign in to NetSuite again if your session expired. with a reason, or The Celigo AI assist dashboard couldn't load with an error name.
Resolution: Sign in to NetSuite again if your session expired, and then select Refresh. If the dashboard can't load, check the script execution log for details.
A summary request shows Failed
Symptom: The outcome reads, for example, We couldn't find a Shopify order for: T0001. Nothing was summarized. Check the IDs, and make sure the Shopify store on the request is the store the order belongs to.
Resolution: Check the IDs and the selected store, and then submit the request again.
A summary request stays Queued
Symptom: The request shows Queued in Request history and no summary appears.
Cause: The summarize flow hasn't picked up the request, or it's turned off for that store.
Resolution: Make sure Summarize Shopify order, refund, or RMA case with Celigo AI is turned on for the store, and then select Refresh on the dashboard.
A case summary shows an old status
Symptom: A case summary shows a status that no longer matches the order.
Cause: A case summary reflects the order when it was created.
Resolution: Select Check again on the case, or submit the order again.