Telenor Engage

Category: Integrations

  • connect your Shopify store to Digital Connect

    Shopify integration allows you to connect your Shopify store in Digital Connect and access customer data side by side within the chat window to resolve order related queries during a conversation.

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    How to connect your Shopify store to Digital Connect?

    Shopify integration allows you to connect your Shopify store in Digital Connect and access customer data side by side within the chat window to resolve order related queries during a conversation.

    Before starting this integration, you must have at least one store already set up in Shopify.

    Prerequisites

    • Be an admin of your Digital Connect account
    • Be an admin for your Shopify store

    Here are the steps to connect your Shopify store with Digital Connect:

    • Login to your Shopify store admin panel and click on Settings
    • Next, Click on Apps and sales channels
    • Click on Develop apps
    • Click on Allow custom app development
    • Click on Create an app
    • Provide a name for your app and then click Create app
    • On next screen, click on Configure Admin API scopes
    • Select the following scopes and then click on Save
      • Assigned fulfillment orders
      • Customers
      • Discounts
      • Draft orders
      • Fulfillment services
      • Inventory
      • Locations
      • Order editing
      • Orders
      • Payment terms
      • Product feeds
      • Product listings
      • Products
      • Purchase options
      • Returns
      • Shipping
      • Shopify Payments accounts
      • Shopify Payments bank accounts
      • Third-party fulfillment orders
    • On next screen, click on Install app
    • Now, click on Install
    • Click on Reveal token once

    Please make sure to copy this token and store it in a safe place, as this wont be displayed again

    • Click on icon to copy API access token
    • At this point, you will need to login to your Digital connect account as admin and click on Integrations and then select Shopify from the screen. Enter your Shopify store URL and API access token (previously generated from Shopify store) and click Connect.

    And that’s it! All your Shopify store data will now be synced to your Digital Connect account.

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  • Search for a Shopify customer in Digital Connect

    You can search for a Shopify customer during a conversation within the shopify pane.

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    Search for a Shopify customer in Digital Connect

    You can search for a Shopify customer during a conversation within the shopify pane.

    You can search for Shopify customer using the following properties.

    • Email address
    • Order number

    Click on Orders and then enter the valid email address or order number in the search bar to view customer details.

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  • Search for a Shopify order in Digital connect

    At times, customers will reach out to you with the order related queries to help resolve them.

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    Search for a Shopify order in Digital connect

    At times, customers will reach out to you with the order related queries to help resolve them.

    • Click on Orders and enter order ID in the search bar to retrieve order details and resolve customer queries.

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  • Cancel a Shopify order in Digital Connect

    At times, your customers might just change their mind and contact customer support to cancel their order.

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    Cancel a Shopify order in Digital Connect

    At times, your customers might just change their mind and contact customer support to cancel their order.

    You cannot cancel an order once its fulfilled. Order cancellation process is not reversible once confirmed.

    • Click on the Shopify tab in the right-hand panel and enter the order # in the search bar to retrieve the order related information.
    • Click on Action button and then click on Cancel button.
    • Once, Order cancellation modal appears, click on Confirm to cancel the order.

    Once cancelled, order will be cancelled from the Shopify store and order status will be updated.

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  • Edit a Shopify Order in Digital Connect

    There are times when your customer might want to change an item or if you need to add or remove an item. For example, a customer might want to change the size or color of an item on their order.

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    Edit a Shopify Order in Digital Connect

    There are times when your customer might want to change an item or if you need to add or remove an item. For example, a customer might want to change the size or color of an item on their order.

    The edits you can make to an order depend on the fulfillment status of the items. If an item is fulfilled, then you can’t remove the item or adjust the quantity, but you can edit unfulfilled items and add products to the order.

    • Click on the Shopify tab in the right-hand panel and enter the order # in the search bar to retrieve the order related information.
    • Click on the Action button and then click on Edit button to open edit order view
    • You can now add new items and/or increase or decrease quantity of existing items.
    • Once you have made changes to your order then click the Update Order button to update your order contents to the Shopify store.

    You can click on the ‘View in Shopify’ link and you will be redirected to the Shopify page to view detailed information about the order.

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  • Create a Shopify order in Digital Connect

    You can effortlessly create a new shopify order data in Digital Connect while chatting with your customers and automatically generate an order in Shopify store

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    Create a Shopify order in Digital Connect?

    You can effortlessly create a new shopify order data in Digital Connect while chatting with your customers and automatically generate an order in Shopify store

    • Click on The Shopify tab on the left-hand corner and click on Create new order
    • Click on The Shopify tab on the left-hand corner and click on Create new order
    • Now you can choose products from the drop down list containing all products that exist on your Shopify store. You can also search for products using the search box.
    • Select a product and click on Add to add the product to the cart. You can choose the minimum or maximum product quantity or delete the product to remove it from the cart.
    • Once you have added the products, Click on Add Order button and your order will be successfully created in the Shopify store. An order conformation modal will pop up which comes in handy to provide the order number during a customer conversation.
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  • add a chat widget to a Shopify store

    You can add a chat button on your Shopify store to enable your customers to talk to your support agents to resolve their order related queries.

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    How to add a chat widget to a Shopify store

    You can add a chat button on your Shopify store to enable your customers to talk to your support agents to resolve their order related queries.

    In this tutorial, you’ll learn how to add the chat Widget to a Shopify store.

    Prerequisites

    Be an admin of your Digital Connect account

    Be an admin for your Shopify store

    Step 1: Chat Widget Settings

    Here’s how you can create the chat widget as per your requirements (match the style of your Shopify store logo, colors, etc.) in Digital Connect and generate the widget code.

    Step 2: Add the code to your Shopify store

    • Log in to your Shopify store admin panel myshopname.myshopify.com/admin
    • Click on Online store and then Themes in the left navigation pane
    • On next screen, click on Actions and then Edit code.

    • Now click on theme.liquid and scroll on the page , and paste the widget’s code snippet after the tag — it should insert a single line starting with .
    • And that’s it! Save the changes, exit and refresh and the Chat Widget will be visible on your Shopify store.
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  • Integrations

    Integrate e-commerce platforms to deliver quick support and drive more sales with instant access to customers’ data within Digital Connect.

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