BigCommerce

BigCommerce is an e-commerce platform for online stores. Connecting BigCommerce to Resool shows each contact's BigCommerce customer details and orders next to the conversation, and lets workflows start on order, abandoned cart and customer events, then change order statuses, add staff notes and create or update customers in your store.

#What you can do with BigCommerce

In the Inbox and on the contact page

• Customer details: the contact's BigCommerce customer profile, such as total spent and number of orders.
• Orders: the contact's recent orders with number, date, items, total, order status and payment status. Hover an order to see its items.
• Open in BigCommerce to jump to your store's orders.

In Workflows

• Start a workflow on these BigCommerce events: Order Created, Order Updated, Order Status Changed, Order Paid, Order Fulfilled / Shipped, Order Cancelled, Order Refunded, Abandoned Checkout, Customer Created and Customer Updated.
• Change the store with the Update order status, Add order tag or note and Create or update customer steps.

#Before you begin

• You need a BigCommerce store and a store owner or admin account that can install apps.
• In Resool, only workspace Owners and Admins can connect apps.
• Orders are matched to a contact by email address or phone number.

#How to connect BigCommerce to Resool

1. Go to Settings › Apps.
2. Find BigCommerce under Available now (or open the E-commerce tab) and click Connect.
3. The Connect BigCommerce dialog lists what Resool will be able to do: see and update customers and orders, see abandoned carts, and get instant updates when orders, carts and customers change. Click Continue.

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Settings › Apps › BigCommerce › Connect

The "Connect BigCommerce" dialog with its description, the four permissions, and the Cancel and Continue buttons.

File: screenshots/bigcommerce-connect-dialog.png

1. BigCommerce opens its app install page in a new window. Sign in, choose your store if you have more than one, and confirm the install.
2. You're returned to Resool and see BigCommerce connected. The card shows your store and the Manage and Disconnect buttons.

#How to configure BigCommerce

Click Manage on the BigCommerce card to open BigCommerce settings.

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Settings › Apps › BigCommerce › Manage

The "BigCommerce settings" side sheet with the Store, Contact panel (Orders, Customer details) and Live updates sections, and the "Open BigCommerce store" button.

File: screenshots/bigcommerce-settings-sheet.png

• Store: the BigCommerce store connected to this workspace.
• Contact panel: Orders are Always shown. Turn Customer details on or off, then save with the save bar at the bottom.
• Live updates: when it says Live updates are off, click Refresh to recreate the missing webhooks.
• Open BigCommerce store opens your BigCommerce control panel.

#How to use BigCommerce in the Inbox

1. Open a conversation in the Inbox.
2. Click the BigCommerce icon in the right-hand sidebar.
3. Review Customer details and Orders. Click an order to open it in BigCommerce. If the contact has more than three orders, click View all.

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Inbox › open a conversation › BigCommerce icon in the right sidebar

The BigCommerce panel for a matched contact with Customer details and three orders with status and payment badges, and the "Open in BigCommerce" button.

File: screenshots/bigcommerce-inbox-panel.png

The same panel opens from the contact's page under Connected apps.

#How to use BigCommerce in Workflows

#Start a workflow on a BigCommerce event

1. In Workflows, click the trigger, choose the E-commerce group and pick the Event.
2. Set Store to BigCommerce (or Any connected store).
3. For Order Status Changed, optionally pick Statuses.

BigCommerce statuses map to Resool like this: Pending and Awaiting Payment are Pending, Awaiting Fulfillment is Paid, Awaiting Shipment and Awaiting Pickup are Processing, Shipped and Partially Shipped are Shipped, Completed is Completed, Cancelled and Declined are Cancelled, and Refunded and Partially Refunded are Refunded. Abandoned Checkout runs when BigCommerce reports an abandoned cart, and {{order.checkout_url}} holds the link back to the cart.

The workflow runs for the contact with the customer's phone or email, and creates a contact when there is none.

#Update BigCommerce from a workflow

Add a step from the Stores group and set Store to BigCommerce:

• Update order status: sets BigCommerce's matching status. Confirmed and Processing set Awaiting Fulfillment, Shipped sets Shipped, Delivered and Completed set Completed, and Cancelled sets Cancelled.
• Add order tag or note: BigCommerce adds a staff note to the order. Tags are kept as notes.
• Create or update customer: the matching BigCommerce customer (same phone or email) is updated; otherwise a new one is created.

In the Order field, {{order.id}} is the order that started the workflow. Leave it empty to use the contact's latest BigCommerce order.

#How to disconnect BigCommerce

1. Go to Settings › Apps and click Disconnect on the BigCommerce card.
2. Confirm in the Disconnect BigCommerce? dialog.

Resool stops accessing your store and its orders no longer appear in the Inbox. Contacts already in Resool stay.

#FAQ and troubleshooting

#Can agents see abandoned carts in the Inbox?

No. BigCommerce can't list one customer's abandoned carts, so the panel shows customer details and orders only. Use the Abandoned Checkout workflow trigger to follow up on abandoned carts automatically.

#Why don't I see a contact's orders?

Orders are matched by email or phone.

What you can do:

• Add the email or phone the customer used in your store to the contact.
• Check that the phone number includes the country code.

#Why are order updates delayed?

Open Manage and check Live updates. If some webhooks are missing, click Refresh.

#Can I connect more than one BigCommerce store?

Each workspace connects to one BigCommerce store at a time.

#What's next?

• Workflow triggers
• Workflow steps
• Contact details panel
• Getting started with apps