Shopware 6 orders now show in every conversation
Deskwoot now connects to Shopware 6. Your team sees each customer's orders next to the chat, Fynn answers "Where is my order?" himself, and Deskwoot only reads your shop.
Deskwoot Team
4 min read
Contents
It's Saturday evening, and a customer writes: "Where is my order 10045?" Without the order next to the chat, the answer waits until someone opens the Shopware Administration, searches for the order and copies the tracking code into a reply. Maybe that's Monday.
From today, Deskwoot connects to Shopware 6. Fynn answers that message himself, your team sees each customer's orders next to the conversation, and Copilot knows them too. Deskwoot only reads your shop. Your team sees Shopware orders on every plan, and Fynn's answers come with every paid plan.
How Fynn answers "Where is my order?"
Fynn asks for the postal code of the delivery address. When the order number and the postal code belong to the same order, he replies with its status and, if the parcel has one, the tracking link. Before the customer is verified, he shares no items, totals, payment or addresses. After 3 wrong tries in a conversation, he stops looking up orders there for 15 minutes.
Once the customer is verified, for example by confirming the link Fynn sends to their email address, he answers questions about their 5 newest orders, items and totals included. When a parcel has a tracking code, Fynn can add the carrier's live status from Ship24.
Fynn also knows how Shopware names things. Shipped means the parcel left your shop, so he says it arrived only when the tracking says so. An open payment on a shipped order is normal for a purchase on invoice, and he never calls it a problem.
What your team sees
Open a conversation, and the Orders section on the Details tab lists up to 10 orders of the customer's email address, newest first, with number, status, date and total. Open one to see Payment and Delivery as Shopware shows them, the items with quantity and price, each tracking code with its shipping method and Track shipment, the delivery address under Ship to, and Open in Shopware, which opens the order in your Administration.
Copilot reads the same orders. Ask it, for example, which of a customer's orders has not shipped yet.
In the Deskwoot mobile app, the Orders section of a conversation's details lists the customer's 5 newest Shopware orders with number, status, date and total.
What Deskwoot never does
Deskwoot never cancels, refunds or edits a Shopware order. Shopware orders have no Refund, Cancel order or Mark shipped in Deskwoot, and when a customer wants to cancel, change the address or the payment, get a refund or send something back, Fynn hands the conversation to your team. Orders keep changing in one place only, your shop, and Open in Shopware takes you straight there.
Deskwoot also never asks your shop for phone numbers, companies, VAT IDs, birthdays, customer comments, payment methods or payment details, custom fields or documents.
Connect your shop in 3 steps
You need Shopware 6.5 or newer, reachable over https, and no plugin: Deskwoot uses the Admin API that comes with Shopware 6.
- In your Shopware Administration, open Settings > System > Users & permissions and create a role named Deskwoot with View ticked in the row Orders.
- Under Settings > System > Integrations, add an integration named Deskwoot with that role, copy the Access key ID and the Secret access key, and save it. Shopware shows the secret only once.
- In Deskwoot, go to Settings > Integrations, click the Shopware card and then Connect Shopware. Enter your shop's address, paste both keys and click Connect.
Deskwoot checks the keys with your shop right away, and if the role misses a right, the dialog names it. From then on Deskwoot asks your shop for new and changed orders every 5 minutes, and orders from before you connected show up as soon as someone asks about them. The full walkthrough is in the help article Connect Shopware.
Fynn answers order questions while Fynn may read orders is on, and gives a verified customer the tracking links and the live status while Fynn shares tracking links is on. The Shopware page shows both under What Fynn does with Shopware, and Change under Bots takes you to the switches.
Your team sees Shopware orders on every plan. Connecting your shop costs nothing extra, and each workspace connects one shop. Fynn's answers come with every paid plan, starting with Startup, and the 7 day trial includes them.
