Fulfil Integration – Siena AI

This guide will walk you through setting up the Fulfil integration with your Siena platform. The integration allows Siena to access and manage order information, shipping details, and perform order management actions through the Fulfil API.

Prerequisites

Before you begin, ensure you have:

Admin access to your Siena account
Fulfil domain and API key with appropriate permissions
Understanding of your order management requirements

Integration Setup Process

Step 1: Access Integrations Page

Log in to your Siena dashboard
Navigate to Settings → Integrations
Find and select Fulfil from the available integrations list

Step 2: Authentication Setup

Enter your Fulfil Domain (e.g., yourstore.fulfil.io)
Enter your API Key (generated from your Fulfil account)
Click Validate Credentials to test the connection
If successful, you'll see a green checkmark indicating valid credentials

Step 3: Configure Integration Settings

Configure the following options according to your business needs:

Step 4: Save Your Configuration

Review all settings for accuracy
Click Save Integration to finalize setup
Siena will display a confirmation that integration is active

Testing the Integration

Setting	Description	Recommended
is_active	Toggle to enable/disable the integration	Enabled
prompt_user_confirmation	Whether Siena should ask customers to confirm changes	Enabled
prompt_cancellation_reason	Whether to collect cancellation reasons	Enabled
multiple_active_delivery	How to handle when multiple deliveries exist	Default

After setup, it's important to verify that the integration is working properly:

Go to Testing → Playground in your Siena dashboard
Test a customer scenario with a sample order using these prompts:
- "Check the status of order #12345"
- "Update the shipping address for order #12345"
- "Cancel my order #12345"
Verify that Siena can retrieve and display the correct information

Available Capabilities

Once integrated, Siena can perform the following through Fulfil:

Read Operations

Order Information - Retrieve by email, order ID, or reference number
Shipping Details - Access address information and tracking details
Line Items - View product details, quantities, and prices
Customer Profiles - Access customer order history and saved addresses

Write Operations

Cancel Orders - Process order cancellations
Remove Items - Remove specific items from sales lines
Update Addresses - Change shipping addresses on existing orders

Automation Setup

To leverage Fulfil in your automations:

Go to Automations → Library
Create or edit an automation
Add the Fulfil AI Flow where needed
Define when and how Siena should access Fulfil data

Example automation instructions:

Check if the customer has an order in Fulfil by using their email address.

If an order is found, provide the order status and tracking information.

If multiple orders are found, ask the customer which order they're inquiring about.

If no orders are found, let the customer know and ask for alternative information.

Troubleshooting

Issue	Possible Solution
Authentication Failed	Verify that the API key and domain are correct
Orders Not Found	Ensure customer is using correct email or order ID
Cannot Cancel Order	Check if the order is already fulfilled or in process
Integration Not Active	Check the is_active setting in the integration settings

Best Practices

Order Lookup: Configure automations to look up orders by email first, then order ID if needed
User Confirmation: Keep the confirmation prompts enabled for sensitive actions like cancellations
Error Handling: Create specific responses for common errors to improve customer experience

Regular Testing: Periodically verify that the integration is working with test orders

Support Resources

If you encounter issues with your Fulfil integration:

Contact Siena Support at support@siena.ai
Check the knowledge base at help.siena.ai/integrations
Submit a ticket through your Siena dashboard