WISMO (Where Is My Order) is a specific use case for Self-Service Threads, where a Thread is created and used to automate interactions for Customers wanting to check their order status over chat. When the Thread is triggered through a Quick Reply button, it displays a Customer’s order details and status. If they are not satisfied with the status provided, they have the option to continue and chat with an Agent.
Before You Start #
This is a two-part configuration process that must be done in sequential order:
- Ensure you’ve followed the steps to enable WISMO on Gladly by setting up Glad App, Answers, and Email
- You will need to have or build a Lookup Adaptor, with ORDER type transactions, including the fulfillments
Custom Lookup Adaptor Best Practices #
Tip – Shopify, Magento or BigCommerce
If you already have the Gladly Shopify, Magento, or BigCommerce integrations installed and are satisfied with the order data sent over from those OMSes, you can simply configure WISMO via the Gladly UI.
To take advantage of WISMO, you’ll need to ensure you’ve turned on Basic auto-linking via email and that each order object has the following information:
This information is optional for you to supply and take full advantage of WISMO:
- fulfillments Array
- products Array with an imageUrl for each product object
So, as you can see from the above, technically only orderNumber is required to power WISMO.
However, only supplying the orderNumber may not provide the best Customer and Agent experience. In this tutorial, we’ll cover how to approach WISMO in a way that is most meaningful and helpful to both your Customers and Agents.
You can still turn self-service threads and make a positive impact on your Customer and Agent experience in phases.
Exploratory Questions #
The following questions can help you gauge the estimated level of effort and timeline for implementing WISMO.
For ease of reading, we’ve prioritized by level of informational utility to the Customer and Agent.
Basic Building Blocks #
There isn’t a lot of additional information you’d need to provide in order to power WISMO, especially if you’ve already built a Lookup Adaptor that retrieves Customer orders:
|Do you have auto-linking activated for emails? If not, go ahead and turn that on via Settings > App.
|Are you able to retrieve the Order Number for each order? This field would map to the orderNumber property in an order object – it is technically the only required field for order-type transactions and WISMO SST to work.
|Are you able to retrieve the order creation date for each order? This field would map to the createdAt property in an order object and be used to identify the latest order.
|Do you have order tracking number information available in your systems? If so, where is it? Is it available via API? This field would map to the trackingNumber and trackingLink properties inside each fulfillmentsobject.
Note – you can likely derive trackingLink using the format of the trackingNumber, as we explain in the tutorials in the WISMO Custom Lookup Adaptor Sample Project Plan.
|Is there a place that customers can go to manage orders on your website? If so, what is the format? This field would map to the customerOrderUrl property in an order object.
|Are you able to get the orderTotal for each order that the customer paid for? If so, how? This field would map to the orderTotal property in an order object.
Some developers may find that getting the above information is easier for some orders, but more difficult for others (e.g., perhaps you recently went through a system overhaul, or data for US orders is easier to grab than international ones). If so, that’s alright! You may choose to first implement retrieving data for the lowest hanging fruit vs. needing to get it “perfect” the first time.
Advanced Building Blocks #
|Do you have the shipment status available for each tracking number? If so, where is it? Is it available via API? This field would map to the status property inside each fulfillments object.
|Do you have estimated delivery dates available in your systems? If so, where is it? Is it available via API? This field would map to the estimatedDeliveryDate property inside each fulfillments object.
|Do you know what products are associated with each tracking number? If so, where is it? Is it available via API? This field would map to the productIds Array inside each fulfillments object.
|Are you able to get product images using an HTTPS link that is publicly viewable? If so, how? This field would map to the imageUrl property inside each products object.
Once you have the answers to the above questions, you likely have enough information to gauge the level of effort to implement WISMO Self-Service Threads in your Lookup Adaptor. Head on over to the WISMO Custom Lookup Adaptor Sample Project Plan for a tutorial that walks you through how you can roll this out for your Customers and Agents.