Helpdesk for Magento 2 and Adobe Commerce
A helpdesk for Magento fetches the order data that belongs to each customer question. SupportChannel reads the customer, their orders and shipments with tracking through the Magento 2 or Adobe Commerce API, and puts them next to the ticket.
Status: coming soon. This integration is being built and cannot be used yet. This page describes what it will do. Want to hear when it is ready? Let us know through the contact page.
What does the Magento integration do?
Your customer's orders, shipments and tracking next to their question. The AI agent uses them to answer where an order is.
- The customer, matched on email address
- Orders with status, amount and line items
- Shipments with tracking number
What do you need to connect?
You create an integration in the Magento admin with read access to customers, orders and shipments only. You enter that integration's access token in SupportChannel.
How does the AI agent answer where an order is?
The AI agent looks up the order from the ticket, for the customer of that ticket, and replies with the status and the tracking link. When in doubt, or when it is about a return, a complaint or money, it hands the ticket to a person.
An order number in a message is a search term to us, not proof. If the customer's address is not confirmed, for example because they typed it in the chat themselves, we only share the status and shipment of that one order, and only when order number and email address belong together. No address, no payment details, no other orders.
The AI agent costs €0.49 per AI resolution, and Plus and Pro include 25 per user per month.
How does your customers' data stay safe?
- Reading is on, writing is your choice. An integration only reads by default. Writing back, such as a note or a new contact, is switched on deliberately by an admin per connection.
- The AI never moves money. Refunds and cancellations are done by a person only, with a confirmation. The AI agent reads the order and replies, nothing more.
- An order number is not proof. We search from the ticket, on the customer's known addresses and numbers. Someone who only gives an order number hears at most the status of that one order, and only when the email address matches too.
- Keys encrypted, with the fewest rights. Each integration lists the minimum rights it needs. Keys are stored encrypted and never reach the browser or a log.
- A slow store never holds up your ticket. If a system does not answer in time, the ticket opens anyway and you see honestly which integration did not answer.