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The Loop integration connects Loop Subscriptions, a subscription-commerce app for Shopify, to Chatarmin CX. When a ticket contact’s email matches a customer in a connected Loop account, their subscriptions appear in the customer panel so agents can check status and make changes without leaving the ticket.
Loop subscriptions appear in the customer panel on a ticket. They do not create separate inbox tickets or notifications from Loop.

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When to use it

Use Loop when you sell subscription products through Shopify and your support team regularly handles:
  • “when is my next order?” and “what’s in my next delivery?” questions
  • pausing, skipping, or rescheduling an upcoming order
  • cancellations, win-back reactivations, and quantity changes on a subscription
The integration keeps ticket context and subscription details in one place instead of switching to the Loop merchant dashboard.

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Set up Loop

You need a Loop Admin API Token for the Shopify store whose subscriptions you want to connect. Generate one from Loop’s API token guide.
1

Open integrations

Open integrations from your workspace settings and choose Loop.If Loop is not listed, contact your Chatarmin CX account team to enable it for your workspace.
2

Connect a store

Click Connect and paste the Admin API Token from your Loop dashboard. cx verifies the token against Loop before saving the connection.
3

Connect additional stores (optional)

Repeat Connect for each Shopify store running Loop that your team supports. Each connection syncs its own subscriptions.
If you manage more than one Shopify store on Loop, connect each one separately so agents and AI Agents can tell them apart when picking a subscription.

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Use Loop in the inbox

When Loop is connected and the ticket contact has an email address, cx looks up that email against the connected Loop account’s subscriptions.
  1. Open a ticket with a contact that has an email address.
  2. In the customer panel, find the Subscriptions section when the contact has one or more Loop subscriptions.
  3. Open a subscription to see its status, product lines and quantities, next order date, billing interval, delivery price, shipping address, payment method, discounts, and any order note.
  4. Use the action buttons on the subscription to make a change: Pause, Resume, Cancel, Reactivate, Reschedule next order, Skip next order, or Update quantity on a line item.

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Matching subscriptions to contacts

Subscriptions are matched by the contact’s email address against the customer email on the Loop subscription.

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Inbox subscription actions

Cancel ends the customer’s subscription in Loop. Confirm with the customer before cancelling, and use Reactivate if you need to undo it.
Every action re-verifies that the subscription actually belongs to the ticket’s contact before applying the change, so an agent can only act on subscriptions that email owns.

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AI Agent actions

Give an AI Agent Loop actions when you want automation to look up a customer’s subscriptions or make changes on subscription-related tickets. Connect Loop first, then enable actions on the agent and select which connected Loop store(s) the agent may use.

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Read actions

  • Get subscription — Look up a subscription by subscription id, or by customer email to find all of a customer’s subscriptions (status, next billing date, products, quantities). Always use this before proposing any change, so the agent acts on the right subscription.

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Write actions

  • Pause subscription — Pause a subscription indefinitely.
  • Resume subscription — Resume a paused subscription.
  • Cancel subscription — Cancel a subscription, with an optional cancellation comment.
  • Reactivate subscription — Bring a cancelled subscription back.
  • Reschedule next order — Move the next order’s date only; later orders are unaffected.
  • Skip next order — Skip just the next delivery.
  • Update line quantity — Change the quantity on one product line of the subscription.
All Loop write actions default to requiring human approval before they run. Adjust approval per action when you configure the agent.
In agent instructions, tell the agent to call Get subscription first and use the subscription id and line id it returns — never a guessed or remembered id — for any write action.

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Best practices

  • Keep the contact email aligned with the email the customer used to buy on Shopify. Update the contact if they wrote from a different address.
  • Connect each Shopify store separately when you run Loop on more than one store, so agents and AI Agents pick the right one.
  • Keep approval required on Cancel until you trust the agent’s cancellation playbook — it ends the customer’s subscription.
  • Remember reschedule and skip only ever affect the next order, not the whole subscription schedule.

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Troubleshooting

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Connection test fails

  • Confirm the Admin API Token was generated for the correct Shopify store and has not been revoked in Loop.
  • Regenerate the token in Loop if it was rotated or expired, then update the integration in cx.

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No subscriptions for a customer

  • Verify the contact’s email matches the customer email on the Loop subscription.
  • Confirm the subscription belongs to a Loop store you connected in this workspace.

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An action fails

  • Loop actions are re-verified against the contact’s email before running — if the subscription no longer matches that email (for example, the customer’s email changed in Loop), the action is rejected. Refresh the subscription and confirm the current customer email in Loop.
  • A line-quantity update fails if the line id no longer exists on the subscription — reopen the subscription to get current line ids before retrying.