Commerce setup needed
When a customer asks "where is my order", the answer should be on the screen the agent is already looking at. Commerce puts their recent orders beside the conversation, for the store platforms this product connects to.
Needs:
the commerce module enabled for your account, plus the credentials for your store platform. Order actions are limited by provider.
What commerce adds to a conversation
Four store platforms
WooCommerce, Salla, Zid and Shopify can be connected, each with its own credentials, and each enabled for your account separately.
Orders beside the conversation
The contact's recent orders, their status and their contents appear in the conversation panel, matched to the customer by their identities.
Updates as they happen
Order and cart changes arrive from your store rather than being polled, so what the agent sees is current.
Worth knowing
Order history in the conversation is read-only: acting on an order — refunding, cancelling, editing — happens in your store platform, not here. Each provider needs the commerce module enabled for your account plus your store credentials, and what each platform reports differs by platform.