Does Bookbag replace Kayako's built-in live chat?

Bookbag can operate as the primary chat widget on your storefront. On escalation, it creates a Kayako conversation so your team handles it in their existing workspace.

How does Bookbag link conversations to the Kayako customer record?

Bookbag matches on email address. If a Kayako customer record exists, the conversation is associated with it. New records can be created automatically for first-time contacts.

Can I use Bookbag with Kayako's multi-channel inbox?

Yes — Bookbag creates Kayako conversations that appear in the unified inbox alongside email, social, and other channels your team already manages.

What custom fields can Bookbag populate in Kayako?

You configure the field mapping in the Bookbag dashboard. Common mappings include order number, escalation reason, Shopify customer segment, and originating channel.

Is the Kayako integration suitable for both cloud and on-premise installations?

Bookbag connects to Kayako Classic (on-premise) and Kayako cloud via the REST API. Ensure your Kayako API is network-accessible from Bookbag's servers for on-premise deployments.

Helpdesks & CRM

Bookbag + Kayako

Add Shopify-native AI deflection to Kayako's unified customer service platform.

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About Kayako

Kayako's unified customer service platform brings conversations from email, live chat, and social into a single view with a journey timeline for each customer. Bookbag plugs in ahead of that funnel — resolving order, tracking, and returns queries autonomously before Kayako is touched — then creates a Kayako conversation on escalation with the AI transcript, Shopify order data, and intent label attached. Agents pick up the conversation in Kayako already knowing what happened, what was tried, and what the customer needs.

COMPATIBILITY

Channels

Live chat widgetEmailTwitter/X DMFacebook Messenger

Integration methods

Kayako REST APIConversationsCustom fieldsTagsAutomation rules

How it works together

Connect Kayako and Bookbag gets the context and reach it needs to resolve more tickets automatically.

Bookbag answers first
Shoppers hitting your chat widget or messaging channels are met by Bookbag, which resolves order status, tracking, returns, and FAQ queries using live Shopify data — no Kayako conversation opened.
Escalation creates a Kayako conversation
When human help is needed, Bookbag creates a Kayako conversation and attaches the chat transcript, Shopify order details, and a structured intent summary for the agent.
Automation rules fire on intent data
Bookbag sets custom fields and tags on each Kayako conversation it creates, enabling Kayako's automation rules to route, prioritize, and assign tickets without manual triage.
Customer journey stays complete
Bookbag associates escalated conversations with the correct Kayako customer record, ensuring the AI interaction history appears on the customer journey timeline alongside future conversations.

Benefits

Protect agent time for complex issues

Bookbag handles the order and returns queries that dominate ecommerce ticket queues, so Kayako agents focus on conversations that require genuine problem-solving.

Journey timeline is complete

AI interactions from Bookbag flow into the Kayako customer timeline, giving agents the full picture of every touchpoint — not just the ones that reached a human.

Immediate context on every escalation

Transcript, order data, and intent label arrive with the Kayako conversation — no need for agents to ask customers to repeat themselves.

Frequently Asked Questions

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Connect Kayako to Bookbag

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with Bookbag.

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