Intercom & Order Management

Video Overview

The video demonstrates the integration of Intercom functions and order management features within a unified application workspace. It highlights how the interface clones standard Intercom ticketing features and automatically syncs customer order and subscription data directly into the support view. 

What Trainees Can Learn

• Intercom Core Functionality:

• Navigating and using basic Intercom features embedded end-to-end within the workspace, such as ticket filters, inbox views, settings, and workflows.
• Creating new conversations and utilizing team inboxes.4

Integrated Order Management:

• Accessing synced customer orders and subscriptions automatically in the right-hand sidebar upon opening a ticket.
• Viewing detailed order metadata, platform sources, and placement timestamps.

• On-the-Fly Order Actions:

• Performing immediate order modifications, such as adding notes, updating shipping addresses, or canceling orders.
• Generating payment links for previously created draft orders.

• Refunds & Dispositions:

• Selecting specific admin reasons and dispositions to trigger automated actions, such as partial or split refunds (e.g., 50% refund / 50% save).
• Utilizing the interactive decision flow tree to guide agents in picking the correct disposition based on customer scenarios (e.g., shipping refunds).