Squire Documentation
Squire is an AI-powered customer support platform that helps e-commerce teams automate support workflows safely. Connect your inbox and Shopify store, and Squire handles everything from order tracking to damage claims — with full human oversight.
Get Squire running in under 10 minutes with our step-by-step setup guide.
Understand the architecture — routing, workflows, safety layers, and the AI pipeline.
Review Mode, Autopilot, safeguards — learn how Squire keeps humans in the loop.
Connect your support inbox via OAuth and start processing tickets instantly.
Pull order data, tracking info, and customer context automatically.
Teach Squire your policies, FAQs, and product details.
Quick Start
Go from zero to live support automation in four steps. The entire setup takes under 10 minutes — no engineering work required.
Step 1: Connect Integrations
Head to the Integrations page in your Squire dashboard. Connect your support email (Gmail or Outlook) via OAuth, then link your Shopify store. Squire syncs your inbox threads and pulls order + customer context automatically.
Gmail✓
Shopify✓Step 2: Build Your Knowledge Base
Navigate to Knowledge and add your company policies, FAQs, and product information. Squire uses PostgreSQL full-text search to retrieve the right context for each customer question. You can also enable Shopify auto-sync to automatically import product listings and policies.
{ id, title, body } format. Squire injects the most relevant entries into the AI's context window before drafting a reply.Step 3: Enable Instructions
Open the Instructions page to enable your automation workflows. Squire ships with pre-built workflows for common support scenarios — order tracking, damage claims, general queries, and more. Toggle each workflow on, choose whether it requires human review, and click Manage to fine-tune safeguards.
Each workflow handles the full pipeline automatically — order extraction, Shopify lookup, carrier tracking, knowledge base search, and response drafting. No custom rules or coding required.
Step 4: Go Live
Start in Review Mode — Squire processes every email and drafts replies, but nothing sends without human approval. Once you're confident, enable Autopilot on specific workflow categories (like order tracking) while keeping high-stakes actions under review.
Core Concepts
Squire's architecture is built around a two-stage AI routing pipeline that maps every inbound message to a domain, sub-intent, and workflow — then executes the appropriate action with configurable safety layers.
Unified Inbox
Every customer conversation lives in a single, prioritized view. The inbox surfaces new messages, shows automation status (auto-ready vs. needs review), and provides one-click actions for common operations like archiving, replying, and escalating.
Each thread includes contextual pills showing order info, tracking status, and related conversations with the same customer — so your team has full context without switching tabs.
Key capabilities
- Multi-channel support: email, Shopify storefront chat, Instagram DMs, Facebook Messenger
- Real-time updates via SSE (PostgreSQL NOTIFY/LISTEN)
- Order and tracking pills with live carrier data
- Related conversation grouping by customer identity
- Quick actions: archive, mark unread, assign, escalate
AI Email Routing
Squire uses a two-stage LLM router to classify every inbound email. First, the extraction stage pulls structured data (intent, order numbers, sentiment). Then the domain router matches against a configurable taxonomy to select the right workflow and tools.
Supported Domains
Thought Trail
Every automated response includes a transparent “thought trail” — a step-by-step log of what Squire did: order extraction, Shopify lookup, carrier tracking, knowledge base search, and the reasoning behind the final draft.
Knowledge Base
The knowledge base is where Squire learns your brand voice, policies, and product catalog. It uses PostgreSQL full-text search to find the most relevant entries for each customer query, injecting them into the AI context before generating a response.
Content types
body (not content). Make sure your custom integrations use the correct field name when querying the KB API.Instructions
Instructions are pre-built workflows that govern how Squire handles each type of support ticket. Enable the ones you need, toggle Review to require human approval before sending, and click Manage to configure safeguards and fine-tune behavior.
Built-in workflows
Gmail Integration
Connect your support Gmail account via OAuth 2.0. Squire uses Gmail push notifications (Pub/Sub) for real-time email ingestion — new messages are processed within seconds of arriving in your inbox.
How it works
- 1
OAuth Authorization
Click “Connect Gmail” in the Integrations page. Squire requests read/send permissions and stores an OAuth refresh token for persistent access. - 2
Push Notifications
Gmail sends webhook notifications to Squire whenever a new email arrives. The webhook enqueues a durable job for reliable processing. - 3
Processing Pipeline
The worker picks up each email, runs it through the AI router, executes the matched workflow, and (depending on your safety settings) either drafts a reply for review or sends automatically.
Shopify Integration
Connecting Shopify gives Squire access to your order data, customer profiles, and product catalog. This context powers automated responses — when a customer asks about their order, Squire already knows the fulfillment status, tracking number, and shipping timeline.
Capabilities
- Automatic order lookup by order number or customer email
- Real-time fulfillment and tracking status via carrier APIs
- Product catalog sync for knowledge base (auto-sync)
- Storefront chat widget via theme app extension
- Refund and replacement actions (with review gate)
More Channels
Beyond email, Squire supports multiple customer communication channels through a unified pipeline. Every channel feeds into the same inbox, routing engine, and workflow system.
Handle customer messages from your Facebook page directly in Squire.
Respond to Instagram direct messages with AI-powered drafts.
Storefront chat widget embedded in your Shopify theme.
Review Mode
Review Mode is the recommended starting configuration. Squire processes every email through the full AI pipeline — routing, context gathering, and draft generation — but nothing sends without explicit human approval.
Your team sees each draft in the inbox with a “Pending Review” badge. One click to approve and send, or edit the draft before sending. This gives you full confidence in Squire's output before enabling any automatic sending.
Autopilot
Autopilot enables fully automatic responses for workflows where you trust Squire's accuracy. When enabled, Squire processes the email, generates a reply, and sends it directly — no human in the loop.
You can enable Autopilot selectively per workflow category. For example, enable it for order tracking (high accuracy, low risk) while keeping refunds and replacements in Review Mode.
Safeguards
Squire includes multiple independent safety layers that work together to prevent mistakes: