Shopify powers millions of online stores worldwide and serves as the backbone for countless e-commerce businesses. Integrating the Shopify store with Omni24 creates a seamless support experience.
After integration, agents can access complete order histories, create new orders and process refunds directly from support tickets. This streamlines operations and reduces response times while improving customer satisfaction through accurate support interactions.
Why Connect Omni24 and Shopify?
Shopify integration empowers support teams with a complete e-commerce context by syncing order data and purchase history directly into support conversations. Agents resolve order-related inquiries faster while identifying upsell opportunities during support interactions.
- Process Order Modifications - Handle order changes, cancellations and refunds directly from Veemo Support without switching between platforms
- Identify VIP Customers - View purchase frequency to prioritize high-value customers and provide personalized service levels
- Capture Support-Driven Sales - Create new orders during support conversations when customers inquire about products
(installation process)
How to Create a Shopify Order from Omni24
After integrating Shopify with Omni24, agents can generate new orders directly from customer tickets or conversations. It eliminates the need to switch between systems and enables instant order processing during interactions.
Note: Order creation from Omni24 happens only if the customer's data already exists in your Shopify store.
Step 1: Navigate to the Inbox of Omni24 from the left dashboard menu
Step 2: Click on the customer conversation or ticket for which you want to create an order
Step 3: From the right customer profile panel, open the Shopify drawdown menu att the bottom of the panel. You find all the order histories belonging to the customer
Note: the Shopify dropdown will only be available for profiles that are available in Shopify
Step 4: Click on Create order to generate the order directly from the conversation
Specify all the necessary details about the order. These product details are all synced from Shopify due to the integration
Step 5: Click on “Create order as pending” to generate it.
Remark: You can change the status of the order either as paid or due by selecting the check box “Payment due later.”
Step 6: Once done, you will get a confirmation of the order with Omni24 and also sync in real-time within Shopify
Create a Duplicate Order from Omni24
Many customers want to repeat the same order so to streamline the process, agents can easily create a duplicate order from the customer's purchase history.
Click on “Duplicate” from customer order > order details appear > click on create order
Cancel an Order from Conversations
Click on the Cancel button on the order. An order cancellation page will pop up where you can:
- Set the reason for canceling the order
- Set whether you want to restock the order
- Notify the customer about cancellation
