Connector readiness blockers
Even if the rest of configuration is ready, a broken store connection stops calling — without fresh orders there is nothing to dial. This article lists connector-side blockers and how to clear each one.
Check connection status on Integrations and its impact on launch in the Go-live conditions checklist (Store readiness and go-live).
Example of healthy Shopify connection — "Active" status, sync and webhook health. (illustrative screenshot — in progress)
Connection states
| State | What it means |
|---|---|
| Connected / Active | Connector works; data syncing — no blocker |
| Unavailable | Store not connected yet |
| Disconnected | Authorization expired or credentials missing — reconnect required |
| Verification in progress | Connection exists but not active yet (typical for assisted PrestaShop) |
Blockers and how to clear them
- No store connection — connector unavailable or disconnected. Connect via the right path: Shopify, PrestaShop, or Custom / API. For Shopify after auth expiry use reconnect.
- Incomplete catalog / product sync missing — products did not arrive. Run manual sync (Shopify) or refresh catalog from Products (PrestaShop); for API confirm you send items to the correct endpoint.
- Order sync missing — new orders do not appear in the panel. For Shopify start with Webhook not delivered and re-register webhooks; for PrestaShop check Webservice URL.
- Connection awaiting verification — normal for assisted mode. If stuck, complete the item marked Action required (e.g. Webservice address) and refresh status.
An active store connection is a hard go-live condition. Until the connector is active the store will not call — even if other conditions are met.
When data flows but calls still do not happen
If the connector is active but orders do not reach calls, the issue is usually qualification, not connection:
- no active plan or credits (Billing),
- calling hours not set (Hours and calling days),
- missing consents / contact rights (Consents, contact rights, customer DNC),
- incomplete payment method classification (COD / prepaid) in order rules.
Full launch conditions: Store readiness and go-live.