Overview
Agents can create Shopify draft orders directly from the Helpdesk while communicating with customers. This allows for quicker conversions without switching tools.
Use Case
When a customer requests help purchasing a product
When the agent needs to share a ready-to-buy checkout link
When discounts or manual shipping details are needed
Step-by-Step Instructions
1. Start Draft Order Flow
In the Helpdesk open a conversation, locate the right-side panel
Select the connected Shopify store to begin
2. Add Products
Click on the Product Picker
Select one or more products
Click Add to Cart
→ This redirects to the View Cart page
3. Modify Cart
On the View Cart screen, agents can:
Adjust quantities
Change or select product variants
Click Add More Items to reopen the product picker
When ready, click Checkout
4. Enter Shipping & Billing Details
Shipping Details (Mandatory unless specified):
Field | Required |
First Name | Yes |
Last Name | Yes |
Yes | |
Phone Number | Yes |
Address Line 1 | Yes |
Address Line 2 | No |
Pincode | Yes |
Country | Yes |
Billing Details:
Choose “Same as Shipping” or enter separately.
5. Delivery & Discounts
Select an available delivery method along with charges if it is not free shipping.
Optionally, add a discount:
Enter a manual/custom discount amount or percentage
6. Generate and Share Checkout Link
Check all the entered details in the review screen along with amount.
Click Generate Checkout Link
Once generated click on Copy Check out link button to copy link.
The link is copied to clipboard automatically
Paste and share it in the chat window or via email
Notes & Behaviour:
The checkout link is unique per draft order and cannot be edited by the customer
Agents must create a new draft if the cart needs to be changed
There is no restriction while adding Out of stock product but, Shopify blocks placing the order.
Analytics
All sales from these links are attributed to the corresponding conversation in Helpdesk Analytics.
To access the analytics, Navigate to Analytics -> Helpdesk analytics.
You can find the Overall revenue and Customer Conversion percentage and agent wise breakdown of the same below it.
FAQs
1: Can agents create orders for international shipping?
A: Yes, any shipping/billing country can be entered.
2: Can customers edit the cart after receiving the checkout link?
A: No, customers can only complete the purchase. Cart changes must be made by the agent.
3: Does this affect agent metrics?
A: Yes, all order revenue is linked to agent performance in Helpdesk Analytics.
4: Can discounts be manually applied?
A: Yes, either via code or by entering a custom discount.
For further assistance or to raise feature requests related to Checkout Link in Helpdesk, please contact [email protected]