SupportIQ — Integrations & Connections

Run SupportIQ alongside your other Kernvel apps and the agent answers with the whole picture — no code, clear controls for every context source.

SupportIQ works perfectly on its own. But the moment you have another Kernvel app installed, SupportIQ gets sharper: it can pull live context about the customer and the product right into the conversation, so answers are faster and resolutions are smarter than any standalone helpdesk can manage. This guide explains how those connections work and what each one gives you.

Table of Contents

1. How Connections Work
2. Your Privacy & Control
3. Customer 360 — The Whole Customer, in the Inbox
4. Product 360 — The Whole Product, in One View
5. Membership Context (GateIQ)
6. Return Context (ReturnsIQ)
7. Auction Context (AuctionAI)
8. Turning Connections On
9. FAQ

How Connections Work

Every Kernvel app can talk to its sister apps automatically. When you have two Kernvel apps installed, extra capabilities appear in Connections — no code and no API setup.

You manage these on SupportIQ's Connections screen. Each connection shows up as a card with:

• What it does — the capability in one line.
• The benefit — the outcome you get.
• An example question — a real customer message it helps with.
• A state badge — Built in (always on, like your core Shopify connection), Connected (the sister app is installed and feeding the agent), or Available (install the sister app to unlock it).
• A control when the source can be paused — Customer 360 sources have on/off toggles; Product 360 visibility-only sources show status and install links without pretending to be switches.

For SupportIQ, the relationship is simple: SupportIQ is the consumer. It reads context that your store and your other Kernvel apps already own — live product availability from Shopify, wishlists from ListIQ, membership from GateIQ, return status from ReturnsIQ, auction engagement from AuctionAI, and (in Product 360) inventory and demand from StockIQ and SearchIQ — and uses it to resolve tickets. You don't configure data flows; you control the context sources that can feed the agent.

The Connections screen lists seven cards: Live product availability (built in, from Shopify — always on, so the agent never promises an out-of-stock item), Customer wishlist (ListIQ), Loyalty & membership (GateIQ), Return status (ReturnsIQ), Auction engagement (AuctionAI), Product inventory context (StockIQ), and Visual demand context (SearchIQ). The four Customer 360 sister-app cards have on/off toggles when the app is connected. The Shopify availability card is built in and always on. The StockIQ and SearchIQ Product 360 cards are visibility cards: they show whether that product context is available and link you to install the sister app if it is missing.

Your Privacy & Control

Connections are built to share the minimum needed and nothing more.

• Minimal signals only. Sister apps exchange counts, flags, tiers, and product IDs — never raw customer lists. A "serial returner" flag, a membership tier, a "3 items wishlisted" count: useful context, not a data dump.
• Assembled on demand, kept as no durable dossier. SupportIQ's Customer 360 is composed live when you open a conversation, not stored as a standing profile in a database.
• You control every source that can feed the agent. Toggleable Customer 360 cards can be paused from Connections. Product 360 visibility cards tell you whether StockIQ or SearchIQ context is available; they do not expose a meaningless switch.
• Authenticated privately between apps. The apps talk to each other over a private, authenticated channel — this is app-to-app, not anything exposed to the public.
• It degrades gracefully. If a sister app is slow or not installed, SupportIQ just answers without that context rather than failing the conversation. A missing connection never breaks a ticket.

Customer 360 — The Whole Customer, in the Inbox

What you get: when you (or the agent) open a conversation, SupportIQ assembles a live, privacy-safe profile of that customer — so you resolve the ticket with the full picture instead of asking the customer to repeat themselves.

Customer 360 composes its view from your store and, when the relevant Kernvel apps are installed, from those too:

• Support history — past conversations with this customer (always available — it's SupportIQ's own data).
• Orders — their order history and current order status (from your core Shopify connection).
• Wishlist — what they've saved, from ListIQ.
• Membership — their tier and perks, from GateIQ.
• Return risk — a coarse, advisory signal, from ReturnsIQ.
• Auction activity — their bidding history, from AuctionAI.

Why it matters: the agent answers a VIP member differently from a first-time shopper, and treats a loyal customer's refund request differently from a known serial returner's — automatically, because the context is right there. And you skip the back-and-forth of "can you confirm your order number?" because the profile already has it.

How to turn it on: Customer 360 lights up automatically as you install sister apps — each app contributes its slice. You can toggle individual Customer 360 sources on the Connections screen.

Product 360 — The Whole Product, in One View

What you get: a single product view that pulls together demand, returns, stock, auction history, access rules, and unmet-search signals — so when a ticket is about a specific product, you (and the agent) understand that product completely.

Search by product title, handle, or ID on the Product 360 screen and you get a header card (image, status, vendor, type, inventory) plus a card for each connected source:

• Inventory & demand (from StockIQ) — units available, days of supply, and whether it's a healthy item, dead stock, or trending.
• Wishlist demand (from ListIQ) — how many shoppers have it saved, and how many are emailable — a read on pent-up demand.
• Return risk (from ReturnsIQ) — units returned, RMA counts, and the return window, so you know if this product is return-prone before you act.
• Visual demand (from SearchIQ) — related visual-search demand signals.
• Auction history (from AuctionAI) — auction count, completed auctions, and the latest auction's status.
• Access & member offers (from GateIQ) — whether the product is locked or member-gated, any member discount, and its public-access date.

Each card shows its own state (Connected, Live, Skipped, or Unavailable), so you always know which signals are real for that product.

Why it matters: "Is this back in stock?" gets a real answer from StockIQ. "This keeps getting returned" is something you can see in ReturnsIQ's signal before you approve another refund. "Is this a members-only item?" is answered by GateIQ. One lookup, the whole story.

How to turn it on: Product 360 aggregates whichever sister apps you have installed. Connections shows StockIQ and SearchIQ as visibility cards, so you can see whether those product-context sources are connected or still need to be installed.

Membership Context (GateIQ)

What you get: SupportIQ becomes tier-aware. GateIQ is the single source of truth for "who's a member, what tier, and what perks" — and SupportIQ reads it so the agent treats your members like members.

A VIP-tier customer asking about a refund, a members-only product, or an early-access window gets an answer that reflects their status — without you having to cross-check anything. Membership shows up in the Customer 360 profile and in the Product 360 access card, so both the customer view and the product view know about your membership program.

How to turn it on: install GateIQ and enable the connection in SupportIQ's Connections screen. The membership signal then flows into Customer 360 and Product 360 automatically.

Return Context (ReturnsIQ)

What you get: smarter, safer refund decisions. ReturnsIQ contributes two kinds of return context:

• Return risk on the customer — a coarse, advisory "serial returner" type signal in Customer 360. It's advisory only — it never auto-blocks anyone. It simply gives the agent (and you) a heads-up so a high-value refund to a known serial returner can get a second look instead of sailing through, while a loyal, engaged customer isn't wrongly treated as a risk.
• Return history on the product — units returned, RMA counts, and the return window in Product 360, so you can spot a return-prone product before approving yet another refund on it.

Why it matters: refunds are exactly where context pays off. The agent's confidence gate and your refund caps already guard the money; ReturnsIQ's signal adds the missing "should this refund happen at all?" judgment — without ever making that call automatically on its own.

How to turn it on: install ReturnsIQ and enable the connection in SupportIQ's Connections screen.

Auction Context (AuctionAI)

What you get: the agent recognises your auction bidders. AuctionAI contributes a shopper's bidding engagement and auction wins — surfaced in the Customer 360 profile (bids and wins) and, for a specific product, in Product 360's auction history.

Why it matters: a high-intent bidder or a recent auction winner is a customer worth treating differently. With this context in the inbox, the agent (and you) can recognise that engagement and prioritise human review when it matters — instead of treating an active bidder like an anonymous first-timer.

How to turn it on: install AuctionAI and enable the connection in SupportIQ's Connections screen. The auction signal then flows into Customer 360 and Product 360 automatically.

Turning Connections On

1. Open Connections in the SupportIQ admin.
2. You'll see a card for each context source. Your core Shopify connection is Built in (always on). Sister apps show Connected (installed and ready) or Available (install to unlock).
3. For connected Customer 360 sources, use the toggle to start or stop feeding that context to the agent. Product 360 sources show status and install links only.
4. For an Available one, use the install link to add the sister app — the connection lights up once it's installed.

That's the whole setup. There's no data mapping, no API keys to paste, no developer required — the apps recognise each other and exchange only the minimal signals described above.

FAQ

Do I need other Kernvel apps to use SupportIQ?

No. SupportIQ is fully functional on its own — the agent resolves tickets, grounds answers in your knowledge base, and escalates with brand-voice drafts without any sister app. Connections are pure upside: each Kernvel app you add makes SupportIQ's context richer.

What data is actually shared between the apps?

Only the minimum needed for the capability — counts, flags, tiers, product IDs, and similar aggregate signals. Never raw customer lists. For example, ReturnsIQ shares a coarse return-risk flag, not a customer's full return history; ListIQ shares wishlist counts, not your wishlist subscriber list.

Is the customer profile stored somewhere?

No durable dossier. Customer 360 is assembled on demand when you open a conversation and isn't kept as a standing profile. Close the conversation and there's no lingering aggregated record.

Can I turn a connection off?

Yes, for the Customer 360 sources that feed the agent directly. Each toggleable connection is independent — turn off the ones you don't want, keep the ones you do, and SupportIQ stops pulling that context. Product 360 visibility cards do not have a switch; they show whether product inventory or visual-demand context is available for lookup.

What happens if a sister app is down or uninstalled?

SupportIQ degrades gracefully — it answers the ticket without that context rather than failing. A slow or missing connection never breaks a conversation.

Does the return-risk signal block customers automatically?

No. It's advisory only. The signal surfaces in Customer 360 to inform the agent and you, but it never auto-blocks a refund or a customer. Decisions stay with your caps, the agent's confidence gate, and you.

Document version 1.0 · Last updated June 2026 · Questions? support@kernvellabs.com

For the full product walkthrough, see the SupportIQ User Guide.