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Setup and configuration

Here's how you set up the Voyado Engage app in your Shopify store.


In the Shopify App Store, search for the "Voyado Engage "app. Select "Add app" to install it.


When the app is installed you'll be asked to connect it to your Voyado Engage account.


If you already have an Engage account, some configuration might need to be done so that it work with the Shopify app. Your Voyado team will take care of this for you. If you haven't already, now is the time to get in touch with them.

If you DON'T have a Voyado Engage account, fill in your company name and phone number and select "Submit". You will be instructed to wait for a Voyado representative to get in touch about setting up your Engage account.


You will need an Engage account configured for Shopify before continuing with the setup.

Once you're sure your Engage account is set up to work with Shopify, select "I already have an account" to proceed to the first step in the "Setting up" section below.

Accessing this setup flow again

If you have to pause during the following setup, or just want to return to the settings after your setup is done, you can always access the configuration by selecting "Settings" for the app in your Shopify store, as in the image.


Setting up

Now that your Engage account is configured, you can proceed with setting up the app.

1. Engage account Connection

The first step is to input the base URL and API key for your Engage account.


The base URL uses your Engage tenant name, which is the unique name connected to your Engage account. For example, if your tenant name is "example" then your base URL would be:

If you are connecting an Engage staging environment, you would use:

Whatever your URL is, it goes into the first field.

The API key, used for secure communication between Engage and the app, will come from your Voyado team. It looks something like this:


Once that's entered in the second field, select "Connect". The app will test connecting to Engage. If that is successful, you can continue to the next step.

2. Store to Country Mapping

Each one of your customers in Shopify have a country to which they “belong“, which depends on the store front or market they signed up with or placed their first order from.

In this step, you'll tell the Engage app for Shopify which country each of your e-com stores maps to (ships from).


Select "Add mapping" to start connecting your Engage stores to a country (in this image, some mapping has already been done).

Now select the first option, "Shipping country". You won't be using the "Shopify POS location" option here.


You will see two drop-downs. The first has your Voyado Engage stores, the second the shipping countries.


Only Engage stores of type "ECOMM" will appear in the list of stores.

Select the country / locale for each of your Engage stores. A fallback value can be set for use by any countries not explicitly mapped here (the "Rest of the world" fallback).

Add all the stores you want to use and select "Save". The panel will then look something like this:


3. Customer identification method

Here you choose which personal identifier to use when looking up customers in Engage.

  • Identify by email only (recommended): Search for customers using only email and nothing else. Voyado recommends this method.

  • Email first, then phone number: Search using first email and, if match is found, then by mobile phone number.

  • Phone number first, then email: Search using first mobile phone number and, if match is found, then by email.


If you choose to search by email first and then phone number (the second option on the list) there is a risk of multiple matches that could result in a validation error. This is because email is always unique in Engage but phone number is not required to be, and it's possible that several contacts could have given the same number. So keep this in mine.

4. Customer Contact Type

The app deals with two customer types: Member (account holders) and Contact (guest customers). The type Member is always used, and here you'll decide if you want to also use type Contact or not.

Both Contact and Member: This allows both contact types Contact and Member to be used.

Create everyone as Member: This means that all customers will be of contact type Member (recommended).


5. Receipt sync stage

Here you select the point at which an order will be stored as a receipt in Engage. This will either be at the order confirmation stage or when the order has actually been fulfilled.


You can only use an order in an Engage segmentation after it has been stored as a receipt.


6. Order notifications

Enabling this setting will allow transactional communication to be sent from Engage.


These transactional emails can be either:

  • Order confirmation

  • Order fulfilled

  • Order partially fulfilled

  • Order cancelled

  • Order refunded


You need to set up your marketing automations and email templates in Engage before sending these notifications. You also need to disable these emails being sent from Shopify to prevent sending out duplicates. Do this under "Settings / Voyado email confirmations".


Disabling these emails is only available to Shopify Plus merchants. Transactional emails sent from Shopify can't be disabled in regular Shopify accounts.


The "Order confirmation" Shopify transactional email can't be disabled in Shopify Plus admin, but only by the Shopify team themselves.

7. Group currency

The group currency is set up in your Engage environment. You'll need to write in the same value here. Doing this will convert and store the monetary values in all orders using the correct conversion rate.


Group currency names follow the ISO 4217 standard.


Be sure you enter the exact same group currency value as you have in your Engage environment.

8. Promotions & Loyalty app theme block

Shopify has a Voyado Engage app block which you can embed into your Shopify theme. By selecting “Customize theme” in the panel, you will be taken to the editor for your current theme.


Here, using the side menu, you can embed the Voyado Engage app block in all pages (apart from the checkout page).

Under Template, select "Add Section".


Go to the "Apps" tab and select Voyado as seen in the image.


Now the Voyado app block appears.


This app blocks can fetch loyalty data from Engage and display it, after the customer has identified themselves on-site either by logging in or by soft identification (see the following section).



The Shopify theme you're using will need to support app blocks for this to work.

9. Soft identification embed block

Soft identification (also called Soft ID) allows a customer to be identified in a Shopify store when they arrive there via a personalised link, for example from an Engage email send-out. If you want this, you need to enable this.


Selecting “View App Embed“ in the panel which will take you to a new page. Here you enable the “Soft ID Detect App Embed” toggle. Be sure to select "Save" in the top right of the page.

You'll need to also insert the decrypt key, which happens in the next step below.


Once these two things are done, your app block with be filled out with loyalty data upon customer identification.

10. Soft identification decrypt key

For the previous step to work, you need to input and save the encryption key provided by your Voyado team.


11. Loyalty area fallback content

In this section you can add fallback content to the app block if the customer has been identified through an email link but hasn’t signed in yet. This will allow you to prompt the customer to sign in, allowing them to use their personal discounts and redeem them in Engage.


12. Web pixel tracking

Web pixel tracking allows the Engage Shopify app to track user behavior, enabling many useful functions.

"Enable cart tracking" allows you to track cart activity on-site and trigger abandoned cart email through Engage.

"Enable product view tracking" lets you track what your customers are viewing and send it to Engage. Abandoned browse is also supported.

The choice of "Production" or "Staging" depends on your Engage environment. If the word "staging" appears in your base URL (see Account Connection above) then choose "Staging" here. Otherwise, choose "Production".

Select "Save" and this step is done.


13. Promotions & reward voucher sync

If you plan to use promotions or vouchers across Engage and Shopify, you'll need to activate that here. Both promotions and vouchers from Engage are handled as different kinds of discounts in Shopify.


"Enable promotion sync" allows you to use promotions between Engage and Shopify. Promotions need to be first created as a discount in Shopify, then as a multichannel promotion in Engage, using the same unique ID as the Shopify discount to link them. The promotion is then displayed in the loyalty app block in Shopify and redeemed back to Engage when used.

"Enable loyalty voucher sync" allows vouchers to be created in Engage, synced across to Shopify, displayed and used there, and then redeemed back to Engage when they are used.

For a more detailed look at how promotions and vouchers are set up and used, read this section.

14. Data import

This allows you to migrate customers and orders from your Shopify account to Engage through the Voyado Engage app, enabling you to start your Engage journey with your data already in place.

If you have the Shopify POS integration with Engage, this step will migrate that data as well.


There are two cases to consider here:

Case 1 - Migrating customers from Shopify to Engage


Here, you'll select the "Import customer data" options and then hit "Submit". This will migrate all your Shopify customers (and POS customers, if applicable) to Engage. If they don't already exist in Engage, they will be created there as contacts.

If a migrated customer already exists in Engage, the app will not update their data, but just fetch the contactId reference from Engage and store that in Shopify.

This app can also handle customers that were created only in Engage or imported there through other channel, such as a CSV file import, or via some other platform. This is important in the next step when migrating orders.


"Import customer data" will fetch and store the contact ID of any customer who was created in Engage outside of the app.

Case 2 - Migrating orders from Shopify to Engage

This starts a migration of Shopify orders, both purchases and returns, to Engage (and POS orders, if applicable). For this to work, the customer who made the order must already exist as a contact in Engage. That's why you'll always select the "import customer data" option here. Doing this ensures that customer data is synced before orders data is migrated (as there always needs to be a customer to connect an order to).

If, for example, a customer exists in Engage but not in Shopify, the app, when matching orders to customers, will fetch the contactId reference from Engage and store it in Shopify. This is relevant for any customer data imported into Engage outside of the app.


The order data option allows you to specify "Start date" and "End date". Then you will only sync those orders created inside that time window. Hit "Submit" to start the migration.


When doing an order data migration, the app will process the data in this order: customer import first, and then the order import.


The migration of customers and orders can in theory activate automation flows for those customers in Engage. So if you have automations that are set up to trigger on "New contact registered", "Product purchase" or "New return", you should deactivate them during this migration.