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The GoKarla integration connects GoKarla, an order tracking and shipment visibility platform, to Chatarmin CX. When a ticket contact’s email matches orders in your GoKarla shop, those orders and their tracking status appear in the customer panel, so agents can answer delivery questions without opening GoKarla.
GoKarla is read-only in cx. Agents and AI Agents can look up orders and shipments, but cannot change anything in GoKarla.

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When to use it

Use GoKarla when your shop already tracks shipments in GoKarla and your support team regularly handles:
  • “where is my order?” and “when will my package arrive?” questions
  • checking which carrier shipped an order and opening its tracking page
  • confirming what was ordered and where it is being delivered

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Set up GoKarla

You need three values from your GoKarla account: a Username, an API Key, and your Shop Slug. GoKarla’s API documentation describes its API access. Ask your GoKarla contact if you don’t have these values yet.
1

Open integrations

Open integrations from your workspace settings and choose GoKarla.
2

Connect your shop

Click Connect, enter the Username, API Key, and Shop Slug, then click Connect in the dialog. The connection appears under your connected accounts, named after the Username.
3

Check the connection

Open a ticket from a customer who has a GoKarla order and confirm the order shows up in the customer panel.
cx saves the credentials without testing them against GoKarla. A wrong API Key or Shop Slug only shows up later, when an order lookup fails, so check one real ticket right after connecting.

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Use GoKarla in the inbox

When GoKarla is connected and the ticket contact has an email address, cx looks up that contact’s orders in GoKarla.
  1. Open a ticket with a contact that has an email address.
  2. In the customer panel, find the GoKarla section when the contact has one or more GoKarla orders.
  3. Each order shows:
    • the order number, linking to the GoKarla tracking page, with a copy button
    • the total price and the date the order was placed
    • a status badge from the latest tracking event (for example, the current delivery phase)
    • the shipping address
    • one card per shipment with carrier, status, tracking number, and tracking link
    • a Products list with title, quantity, price, SKU, and image

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Matching orders to contacts

Orders are matched by email address. cx checks the contact’s main email and any additional email addresses on the contact, and shows each order only once. Phone numbers and order numbers are not used for matching in the customer panel.

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AI Agent actions

Give an AI Agent GoKarla actions when you want automation to answer tracking questions. Connect GoKarla first, then enable the actions on the agent and select which connected GoKarla account(s) the agent may use.

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Read actions

  • Get order: Look up a GoKarla order by order number.
  • Get shipment: Look up a GoKarla shipment by tracking number.
Both actions need the order number or tracking number. Tell the agent in its instructions to ask the customer for one if it isn’t in the conversation. Each action supports human approval if you want to review lookups before they run.

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Disconnect GoKarla

In integrations, open GoKarla, open the Connected menu on the account, and choose Disconnect. Confirm with Delete. GoKarla orders disappear from the customer panel, and AI Agents can no longer use that account.

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Troubleshooting

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No orders for a customer

  • Verify the contact’s email matches the email on the order in GoKarla. Add the order email to the contact if the customer wrote from a different address.
  • Confirm the order belongs to the shop whose Shop Slug you connected.

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Order lookups fail

  • The credentials are not tested when you connect. Re-check the Username, API Key, and Shop Slug: click the account in integrations to edit it.
  • If the API Key was rotated in GoKarla, update it in cx.

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An AI Agent says an order or shipment was not found

  • GoKarla returned no match for that order number or tracking number. Check the number with the customer and try again.
  • Confirm the agent is allowed to use the GoKarla account for the shop the order came from.