WISMO Custom Lookup Adaptor Sample Project Plan

Sample Lookup Adaptor Project Plan #

This is a sample project plan that will guide you through setting up WISMO (Where Is My Order) on Sidekick for custom Lookup Adaptors.  The goal of these exercises is to add attributes, from easy to complex, that will enhance the customer experience in Sidekick. 

Pre-requisites: #

• You have auto-linking by Email enabled for your Lookup Adaptor.
• You are using Sidekick for Chat or plan to implement chat.
• You have built a Lookup Adaptor to display order details in Gladly.

Phase 0: Display Basic Order Information #

Now that WISMO Threads and Sidekick are configured, let’s do the following so we can show basic information on the Customer’s latest order’s shipment within Sidekick through a WISMO Thread.

1. Update your Lookup Adaptor detailed lookup response to contain the following information for customer orders.
2. Validate the new attributes have been successfully added to your Lookup Adaptor. 
3. Confirm the data is being displayed properly to your customers in Sidekick.

Let’s get started

1. Update your Lookup Adaptor to include the following attributes:
   • orderNumber
   • createdAt
   • orderTotal
   • customerOrderUrl
2. Validate the new attributes have been successfully added.
   • Log into Gladly and go to Settings → App Developer Tools  → Lookup Adaptor Debugger and select the Test Autolinking + Detailed Workflow option.
   • Enter an email address of a customer that has order data.
   • Select the Lookup Adaptor from the drop-down list.
   • Click Test.
   • Check the Detailed response. You may need to update your custom Lookup Adaptor to send back a payload like this:
3. Now that you confirmed that the Lookup Adaptor is working, let’s test Sidekick. Go to Settings → Channel → Sidekick in Gladly.
   • Select the Sidekick you want to test, click the three dots and select View Preview.
   • A new window will pop up. This is the Sidekick you will use for testing.
   • Select the chat button on the bottom right corner and enter your email address and name.
   • Select the button that has been linked to the WISMO Thread (i.e., “Order Status”). Once you click “Order Status”, an email will be sent to the email address provided with an authorization code. Go to the email account, find the email, and copy & paste the authentication code into Sidekick.
   • Once the account has been verified, Order details will be displayed in Sidekick. 

This is the Customer’s view in Sidekick:

This is the Agents view in the Conversation Timeline:

You have just completed testing the WISMO SST by retrieving basic order information using a custom Lookup Adaptor. Your Customers can now see basic order information within Sidekick.

Phase 1: Expose Basic Shipment Tracking Information #

Now that we have basic order information available to Customers in Sidekick, let’s enhance the experience to show basic tracking/fulfillment information. We will follow the same steps as Phase 0 above:

1. Update your Lookup Adaptor detailed lookup response to contain the following information for customer orders.
2. Validate the new attributes have been successfully added to your Lookup Adaptor. 
3. Confirm the data is being displayed properly to your customers in Sidekick.

Let’s get started

• Update your Lookup Adaptor to include the following attributes:
  • fulfillments[n].trackingUrl
  • fulfillments[n].trackingNumber
• Validate the new attributes have been successfully added.
  • Log into Gladly and go to Settings → App Developer Tools → Lookup Adaptor Debugger and select the Test Autolinking + Detailed Workflow option.
  • Enter an email address of a customer that has order data.
  • Select the Lookup Adaptor from the drop-down list.
  • Click Test.
  • Check the Detailed response. You may need to update your custom Lookup Adaptor to send back a payload like this:

{
  "results": [
    {
      "externalCustomerId": "6u3DitFgR3GFDIpLbHiBKQ-external-id",
      "emails": [
        {
          "original": "[email protected]"
        }
      ],
      "transactions": [
        {
          "type": "ORDER",
          "orderNumber": "12345",
          "createdAt": "2022-12-01T12:00:00.000Z",
          "orderTotal": "$100.00",
          "customerOrderUrl": "https://my-store.com/orders/12345",
        }
      ]
    }
  ]
}

• Now that you confirmed that the Lookup Adaptor is working, let’s test Sidekick. Go to Settings → Channel → Sidekick in Gladly.
  • Select the Sidekick you want to test, click the kebab icon, and select View Preview.

• A new window will pop up. This is the Sidekick you will use for testing.

Select the chat button on the bottom right corner and enter your email address and name.

Select the button that has been linked to the WISMO Thread (i.e. “Order Status”). Once you click “Order Status”, an email will be sent to the email address provided with an authorization code. Go to the email account, find the email, and copy & paste the authentication code into Sidekick.

Once the account has been verified, Order and shipment details will be displayed in Sidekick.

This is the Customer’s viewin Sidekick:

This is the Agent’s view in the Order Card:

If you do not have the carrier and/or trackingUrl saved, no worries. You can generate the trackingUrl for each carrier based on the trackingNumber:

Code samples for FedEx, UPS, and USPS can be found in Andrew Kurochkin’s blog post here. For additional carriers, see Parcelsapp.com.

Phase 2: Expose Advanced Shipment Tracking Information #

Now that we have basic order and fulfillment information available to Customers in Sidekick, let’s enhance the experience to show detailed product and fulfillment/shipping information.

We will follow the same steps as Phase 0 and Phase 1 above:

1. Update your Lookup Adaptor detailed lookup response to contain fulfillment details.  
2. Validate the new attributes have been successfully added to your Lookup Adaptor. 
3. Confirm the data is being displayed properly to your customers in Sidekick.

Let’s get started

1. Update your Lookup Adaptor to include the following attributes:
   • fulfillments[n].productIds
   • fulfillments[n].estimatedDeliveryDate
   • fulfillments[n].status
   • itemCount
   • products Array for each order
   • products[n].imageUrl
2. Validate the new attributes have been successfully added.
   1. Log into Gladly and go to Settings → App Developer Tools → Lookup Adaptor Debugger and select the Test Autolinking + Detailed Workflow option.
   2. Enter an email address of a customer that has order data.
   3. Select the Lookup Adaptor from the drop-down list.
   4. Click Test.
   5. Check the Detailed response. You may need to update your custom Lookup Adaptor to send back a payload like this:
3. Now that you confirmed that the Lookup Adaptor is working, let’s test Sidekick. Go to Settings → Channel → Sidekick in Gladly.
   1. Select the Sidekick you want to test, click the three dots and select View Preview.
   2. A new window will pop up. This is the Sidekick you will use for testing.
   3. Select the chat button on the bottom right corner and enter your email address and name.
   4. Select the button that has been linked to the WISMO Thread (i.e., “Order Status”). Once you click “Order Status”, an email will be sent to the email address provided with an authorization code. Go to the email account, find the email, and copy & paste the authentication code into Sidekick.
   5. Once the account has been verified, Order details will be displayed in Sidekick. 

This is the Customer’s view in Sidekick:

This is the Agent’s view in the Order Card: