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WooCommerce

Tracking, product cards and the customer order hub

These features need WooCommerce. Licences also work with Easy Digital Downloads alone.

Shipment tracking

Cliedesk reads tracking from these plugins: Advanced Shipment Tracking, WooCommerce Shipment Tracking, AfterShip, ShipStation and Sendcloud. Nothing is sent to a carrier.

  1. In the conversation side panel, open Orders.
  2. On an order, select Tracking. You see the carrier, the tracking number (a link to the tracking page), the status, the last event and, when the plugin knows it, the expected delivery date.

An order without tracking shows No tracking.

Under Tracking, select Send tracking link. The customer gets a reply with a card for the latest shipment. Chat shows the card; email shows the link. The order gets a private note. When the order has no shipment, the button is off and says why. You need the Reply and View orders permissions.

Product cards

  1. In the reply box, select Add product.
  2. Search by name or SKU. Each result shows its price and stock.
  3. Select Add. You can add up to 10 products.

In the chat widget the card shows the image, the price and stock right now, a size or color choice, View and Add to cart. Add to cart puts the product in the visitor’s own shop cart. In email the customer gets a link. Products hidden from the catalog are never shown.

Published products are added to the help search when you save them or their stock changes: name, descriptions, SKU, attributes, variations, categories, tags, stock status, shipping class, size and weight. Customers find them in the help center search, the widget and the portal. Agents find them in the knowledge panel. Prices are never taken from the search index. Product answers by AI are available with Cliedesk Pro.

The order hub in the portal

The portal shows a customer’s 10 most recent orders, each with its latest shipment. Opening an order shows the items, totals, addresses, payment, and the tracking timeline.

  • Not shipped yet: customers see a message. Change it with the setting commerce.unfulfilled_message.
  • Late: after the expected delivery date passes, customers see a delay notice (commerce.delay_message).
  • Report a problem: for example An item arrived damaged. Each problem shows an answer and Did this help? No, contact support sends a request with the order linked and the photos attached. Problems show only for orders they fit (for example damage after delivery).
  • Get help with this order: the customer picks a topic and writes a message. The request has the order linked.
  • Email me the invoice and Email me the download links send WooCommerce’s own emails again (once every 10 minutes).

Guests verify by email code

A signed-in customer sees their orders at once. A guest enters an order number and the order’s email address. Cliedesk emails a 6-digit code to the order’s billing email. The code is valid for 10 minutes; three wrong codes cancel it. The right code opens the orders for 30 minutes. Without a code, guests see no order data.

Get help from My Account

Each order in My Account → Orders has a Get help button, and the order page has Get help with this order. They open the portal at that order. The button also shows on the order-received page; turn it off with the setting commerce.order_help_thankyou.

Subscriptions and licences

With WooCommerce Subscriptions, the side panel shows Subscriptions: every subscription of the customer, any status, with billing period and next payment. With EDD Software Licensing or License Manager for WooCommerce, it shows Licences with a masked key, activations and expiry. Both are read only. Changing subscriptions and resetting activations are available with Cliedesk Pro.