“Where is my order” is why the phone rings at a shop, and it is the one
question no prompt can answer: the parcel moves after you wrote it. Two tools
on the agent’s Integrations tab read the answer out of BaseLinker,
where most Polish shops keep their orders, their warehouse and their couriers.
Setting it up
- In BaseLinker go to My account → API and generate a token.
- Tick the methods the agent uses:
getOrders, getOrdersByEmail,
getOrdersByPhone and getOrderStatusList for order lookups, plus
getInventories and getInventoryProductsList for the stock check.
- In the app: Integrations → BaseLinker → paste the token. Leave
Inventory ID empty unless you keep several catalogues and want a
specific one.
- On the agent: Integrations tab → Order status (BaseLinker) and
Stock and prices (BaseLinker) → pick the connection.
Press Test connection after pasting the token. It reads your order status
list back, so a token missing one of the methods above fails there rather than
in front of a customer.
Who is allowed to hear what
On an inbound call the agent already knows the number the caller is speaking
from, so it looks their orders up without asking for anything. An order found
by its number alone is different: anyone can say an order number. In that
case the agent asks for the e-mail address or phone number the order was placed
with, and only reads the details out once one of them matches.
The status the agent says is the customer-facing name you set in BaseLinker -
never your internal wording (“to ship - Kate”). Names, addresses and e-mail
addresses are not returned to the agent at all: it needs the status and the
tracking number to answer the question, and reading a customer’s own details
back to them proves nothing anyway. 