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 (All Fields are optional):
Field | Required |
First Name | No |
Last Name | No |
No | |
Phone Number | No |
Address Line 1 | No |
Address Line 2 | No |
Pincode | No |
Country | No |
Billing Details:
Choose “Same as Shipping” (by default) or enter separately.
5. Delivery & Discounts
Select an available delivery method (Free Shippping by default) 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 Share Link
For Instagram & WhatsApp the link is directly shared with the customer.
For Email the link gets pasted in the editor.
Notes & Behaviour:
The checkout link is unique per draft order
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: Does this affect agent metrics?
A: Yes, all order revenue is linked to agent performance in Helpdesk Analytics.
3: 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]