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USE CASES

SET UP

OPERATE

RECOVER

AGENT ACCESS

REFERENCE

Agent Access

Support and expansion requests

Support and expansion requests are recorded in FlowRelay so humans and authorized agents work from the same safe request history.

Next step Read API Reference.

Steps

Complete these in order.

  1. 01Use support.request.preview before sending a support request. Preview redacts the summary and shows the facts that will be included.
  2. 02Submit support only when the grant has support:request scope and the merchant or operator has consented to share the request.
  3. 03Link a diagnostic share, event ID, endpoint ID, or stable error code when relevant. If there is no diagnostic share, explain why without copying raw data.
  4. 04Use expansion.request.submit for unsupported platforms, multi-store needs, trigger lanes, or capabilities that block the merchant task.
  5. 05Treat expansion requests as requests for review, not product commitments or permission to treat another platform or capability as live.

Support request fields #

Structured support requests include category, urgency, redacted summary, idempotency key, support consent, contact email when needed, and safe links to diagnostics, events, endpoints, or stable error codes.

Expansion request fields #

Expansion requests include requested platform, requested capability, use case, optional business impact, urgency, optional volume or agency context, and an idempotency key. They are grouped for review.

What not to send #

Do not send raw payloads, endpoint secrets, auth headers, HMAC values, tokens, Shopify sessions, database URLs, customer records, broad exports, or copied private incidents.

Conversation boundary #

Support conversations can continue by email, but FlowRelay keeps the request record, diagnostic links, grant context, audit trail, and status history tied to the installed store.