New Order, Subscription & Intercom Order Handling

Video Overview

The video demonstrates the process for creating new orders and managing subscriptions, as well as handling customer orders directly within Intercom:

• New Order & Subscription Creation:

• Connective Workflow: Orders are generated based on campaigns. Agents select a campaign, pick a associated product, and choose a customer (either selected from saved customer data or entered manually for new customers).
• Prepaid & Subscription Orders: Agents can generate standard one-time prepaid orders or set up subscription-based orders by selecting specific payment method types (e.g., subscription-based prepaid continuity). For recurring options, a custom start date can be chosen, or it will default to the current date.
• Sticky Workflow: The order creation process for Sticky follows the exact same steps and functions as Connective.

• Intercom Order Handling & Integration:

• Automatic Customer Lookup: The embedded Intercom application features an "Orders" section that automatically uses a customer's email or phone number from an active conversation to look up their orders and subscriptions across connected platforms (such as Sticky and Connective).
• Order Actions & Notes: Agents can perform order management actions directly within the interface, such as updating shipping address details, leaving timestamped notes on an order, and executing cancellations or refunds.
• Disposition-Based Refunds: Refunds and actions are logged using specific dispositions. When hovering over or selecting a disposition, badges display the calculated refund amount before an admin reason is chosen and the action is previewed and executed.