Octane AI Integration: Setup and Features

With Octane AI, Shopify merchants can boost revenue using a Facebook Messenger bot for cart recovery, follow-up messages, and answering customer questions.

Octane AI integration features

• View the chatbot's conversation history with a customer when it gets escalated to your support team
• Respond directly to the customer from Re:amaze following the chatbot's interaction
• View all resolved Octane AI chatbot conversations in Re:amaze's Bot Resolved filter

Connect Octane AI

If you are already using Octane AI for Shopify, connect your Facebook Messenger account to Re:amaze alongside your Shopify account. Because Octane AI is already handling bot-driven messages, it will work with Re:amaze without further customization.

Re:amaze recommends setting Octane AI as the primary receiver for your Facebook page, not Re:amaze. This allows Octane AI to respond to incoming conversations before they reach your Re:amaze inbox. These settings can be found in your Facebook Page under Settings > Advanced Messaging > Messenger Receiver.

Avoid common bot conflicts

When Octane AI's chatbot is active on your Messenger channel, Re:amaze will automatically mark conversations as resolved if the bot responds with any message. If the bot does not respond, Re:amaze will leave the conversation as unresolved.

Make sure your bots do not send autoresponder messages that do not drive the conversation to a resolution. These can leave conversations in a resolved state even when the customer is still waiting for a response from a human agent. Use Messenger's built-in autoresponder capability instead, which Re:amaze can detect and handle appropriately.
Here are examples of bot-driven conversations and how they interact with Re:amaze:

Works with Re:amaze

Customer: question
Bot: something
Customer: Talk to human (via quick reply)

Does not work with Re:amaze

Customer: question
Bot: something
Customer: Talk to human (via quick reply)
Bot: Okay

If the chatbot responds after a quick reply button, such as with "Okay," Messenger will leave the conversation in a resolved state, preventing it from being escalated to your Re:amaze inbox.