Finding help inside OrderPilot: settings search, the Academy, and Sidekick

Help inside OrderPilot has three useful starting points: settings search for a control, the Academy for a procedure, and Sidekick for supported questions or quote preparation. Knowing which one to use is part of setup.

Picture a Thursday at 6:45 p.m. The manager has gone home, and an associate needs to find the deposit setting before continuing a customer conversation. A clear route to the answer helps more than another remembered menu path. Start with the question: are you finding a setting, learning the job, or working on a particular record?

Search for the setting in the words you use

Settings search helps you find a subject without remembering which page contains it. Try a practical word such as “deposit,” “vendor,” or “receipt,” then read the result and open the relevant page or tab. The settings are grouped around Business, Sales & operations, and Customer experience. Search is particularly useful for a setting that staff use occasionally, such as location receipt terms. Nobody needs to memorize the whole cupboard to find the scissors.

Finding a control does not mean the person should change it. In the evening deposit example, the associate can identify the route and follow the store's agreed process; a change to deposit policy still belongs with its authorized owner. Put that distinction into the first-week setup plan.

Send a new hire to the Academy for the procedure

The Academy is the in-app place for help and setup guidance. Use it when the question is “How do I do this job?” rather than “Where is that setting?” Give a new hire a complete, relevant task to practice with the guidance. For example, build a sample quote, save it, and find it again. Then ask the person to explain the customer-facing next step. That connects the procedure to the selling conversation.

Keep the training example close to the store's actual furniture. A configuration with fabric and leg finish teaches more than a blank quote, while a deliberately limited sample avoids burying the first lesson in every exception the catalog contains.

Use Sidekick to find information or prepare a quote

Sidekick can help with supported OrderPilot questions and open a prefilled quote form. Mention OrderPilot and make the request specific enough to identify the record or proposed purchase.

Illustrative prompts include “In OrderPilot, is order 1012 paid?” and “Prepare an OrderPilot quote for four oak dining chairs in navy.” The first asks about a sample record; the second starts a draft for staff review. Add agreed commercial details only when you intend them to be part of that review. The quote-preparation flow does not save the quote on its own. Inspect the customer, selected products and options, quantities, prices, and delivery details, then save the form yourself. An assistant's interpretation is a starting point to verify, especially when several fabrics share a similar name.

Shopify's Sidekick setup guide describes using installed third-party apps in chat and access on desktop and mobile devices. For more supported examples, use questions to ask Sidekick about orders. Keep it within the store's agreed AI-use policy.

Investigate a failed sync from the existing record

A quote that did not reach Shopify needs its sync error investigated, not a duplicate quote created. OrderPilot shows the reason and a Retry action on failed records, with a Home banner for relevant failures. Read the reason, correct the stated problem where your access permits, and retry the existing record. Then inspect its result. If the issue remains, give the person helping you the record reference, the exact message, the action attempted, and the outcome.

Catalog sync failures also have status and retry information on the product side. Keep the question attached to the affected template or order so the next person can investigate the same thing you saw.

Customer data export and supported erasure requests are separate controlled tasks. Send those to the staff member responsible for customer-data requests, using the supported tools and the store's procedure. They are not a troubleshooting shortcut for an ordinary customer-profile mistake.

Keep a desk card with the next place to look

Add your own responsible person's name beside the final row. Then use practical AI for furniture stores to decide where assistance belongs in the team's routine, with staff still reviewing the work that affects a customer.

Sources

1. Getting started with Sidekick — Shopify Help Center.