WooCommerce orders in Cliedesk

When WooCommerce is active, Cliedesk finds it by itself. There is nothing to set up. Cliedesk reads your orders and customers live. Nothing is imported or synced, so you always see what WooCommerce has now. This works with WooCommerce’s high-performance order storage on or off. Without WooCommerce, none of these features load.

To see orders you need the View orders permission.

The Orders card

In a conversation, the side panel shows Orders for the customer. It lists every order of the customer, guest orders with their email address included:

• At the top: the number of paid orders, the lifetime value and the average order value.
• The orders linked to this conversation, pinned first.
• Then all orders, newest first, 10 a page. Use Newer and Older to page through them.

Each order shows its number, status, total, date, items, payment and shipping. The order number opens the order in WooCommerce.

Order notes

To add a note to an order:

1. In the Orders card, select Add note on the order.
2. Write the Order note.
3. To send it to the customer, select Note to the customer (WooCommerce emails it). Otherwise the note is private.
4. Select Add note.

You need the Run order actions permission (Agents and above). Every order action you run in Cliedesk also adds a private note to the order with your name and a link to the conversation. The notes of linked orders show in the conversation timeline.

Look up orders

The Cliedesk REST API can find orders by number, email, phone, customer name or product, guest orders included: GET /wp-json/cliedesk/v1/orders?q=…. It needs the View orders permission.

Link orders to a conversation

A conversation can have one or more linked orders.

1. In the conversation side panel, open Orders.
2. On an order, select Link to conversation. A linked order shows Linked and stays at the top.
3. To remove the link, select Unlink.

You can also link and unlink orders in the Records panel.

Customer replies to WooCommerce emails

WooCommerce sends emails to your customers: order received, processing, completed (shipped), invoice, refund and customer notes. Cliedesk adds a signed order reference to these emails. With Cliedesk Pro and a connected mailbox, a customer who answers one of these emails gets the reply in their conversation about the order, with the order linked. Without Pro, the WooCommerce settings show Replies to WooCommerce emails with a PRO badge.

The Cliedesk box on the order screen

In WooCommerce → Orders, each order has a Cliedesk conversations box. It lists the conversations linked to the order. Select one to open it in Cliedesk.

Select Start conversation with customer to write to the customer. Cliedesk opens the new conversation form with the customer’s email, name and the order number filled in. The order is linked when you send.

Only people with access to Cliedesk see the box, and only the conversations they may open.

Order quick links

On an order in the Orders card, select Links:

• Copy #1234 copies the order number.
• Open in WooCommerce opens the order screen.
• Customer profile opens the customer in Cliedesk (or the WordPress user profile).
• Your own links, for example the carrier’s tracking page or your ERP.

To add your own links, go to Settings → Developer → Integrations, then WooCommerce → Order quick links. Each link has a name and an address. Use tokens for order values, for example https://track.example.com/?q={order.number}. Tokens: {order.id}, {order.number}, {order.email}, {order.postcode}, {order.country}, {customer.id}. The address must start with https:// or http://.

Order meta as fields

Plugins often save extra order data, such as a delivery slot. You can show it with the order.

1. Go to Settings → Developer → Integrations, then WooCommerce → Order meta as fields.
2. Select Add a meta key. Enter the meta key (for example _delivery_slot) and a label.
3. Select Save.

The field shows with the order in the side panel, as the rule condition Order: {label} and as the token {order.meta.delivery_slot}. Select Hidden (rules only) for data your team should not see: rules can still use it, but it is never sent to the helpdesk screens. Keys that can hold passwords, tokens or card data are refused.

Customer (user) meta, such as billing_company, is mapped as a contact field: see Contacts.

Customer metrics in filters, views and rules

These values are read live from WooCommerce:

• Paid orders (processing and completed), Total spent, Average order value
• First order and Last order
• Value of open orders (pending, processing, on hold)
• Bought product (product IDs)

Use them in the contact filter, in segments, and in views and rules (with Cliedesk Pro, SLA policies too) with the condition Customer matches. For example “Paid orders = 0” finds people who never bought. The customer profile shows them in the WooCommerce section.

VIP customers

A new install has the VIP segment: total spent of 1,000 or more, or 3 or more paid orders (in your shop currency). Edit it in Contacts → Segments. When you change the numbers, membership changes at once.

Value-based SLAs

With Cliedesk Pro, an SLA policy can use these metrics. For example: customers who bought your “Priority Support” product get a 1-hour first reply. Add the condition Customer matches → WooCommerce: bought product (IDs) to the policy (see SLA with Cliedesk Pro).

Rules on WooCommerce events

Rules can start on these WooCommerce events:

• An order is placed
• An order status changes (you can limit it to some statuses, for example completed)
• A refund is issued
• A payment fails
• A product review is posted (with the star rating)
• An order is delayed: still processing or on hold after a number of days (3 by default; change it under WooCommerce → An order is delayed after (days))

Each event starts the rule once. The rule runs on the customer. Order values are rule variables, for example {vars.number}, {vars.status} and {vars.total}.

Send an order notice

Use the rule action Send an order notice by email to tell the customer about their order, for example a delay. The notice starts a conversation with the order linked. When the customer replies, the reply goes to that conversation.

Notices are for service messages only. Text with promotional wording, such as discount offers or “shop now”, is refused. WhatsApp and SMS notices are available with Cliedesk Pro.

Order conditions in rules

Rules on conversations can check the conversation’s order: the linked order, or the customer’s newest order when none is linked. Conditions: order status, total, number of items, shipping country, coupon used, has tracking, days since the order and since it was completed; and the customer’s paid orders, total spent and days since the first order.

Order tokens

Saved replies and rule messages can use order tokens. The order is the linked one, or the customer’s newest order.

Token	Value
{order.number}	Order number
{order.status}	Status, for example Processing
{order.total}	Total with currency
{order.items}	Items, for example 2 × Mug
{order.date}	Order date
{order.payment_method}	Payment method
{order.shipping_address}	Shipping address on one line
{order.tracking_number}, {order.tracking_url}, {order.delivery_eta}	From your tracking plugin
{coupon.code}	Coupons used
{refund.amount}	Amount refunded

Add a fallback for empty values: {order.tracking_url | "soon"}.

Ecommerce topics

A new shop starts with ecommerce topics in the Topic field, including: where is my order, cancel order, change order or address, return request and refund, damaged or missing item, payment failed, discount code, subscription, chargeback and product question. Edit them in Settings → Custom fields → Topics. Agents, forms and rules set the topic. Automatic topic detection is available with Cliedesk Pro.