Connect Shopware

Connect your Shopware 6 shop, and every conversation shows the customer's orders with status, payment, delivery, items and tracking. Fynn tells customers where their order is, and Copilot knows the orders too. Deskwoot only reads your shop: cancelling, refunds and returns stay in Shopware. Shopware is part of the Business and Enterprise plans, and a 7 day trial of either plan includes it.

You need Shopware 6.5 or newer, reachable over https, and a user in the Shopware Administration who may create roles and integrations. Each workspace connects one shop.

Create a role that may view orders

Deskwoot reads your orders through an integration, and the integration gets its rights from a role. A role that may only view orders is the safest choice.

1. In your Shopware Administration, open Settings > System > Users & permissions.
2. Under Roles, click Create role and enter Deskwoot as the name.
3. Under Permissions, tick View in the row Orders.
4. Click Save and confirm with your password.

Shopware's view right for orders also contains a few technical rights, such as deleting orders. Deskwoot never uses them: it only reads.

Add the integration in Shopware

1. Open Settings > System > Integrations and click Add integration.
2. Enter Deskwoot as the name, leave Administrator off and pick the Deskwoot role under Roles.
3. Copy the Access key ID and the Secret access key. Shopware shows the secret only now, so keep it until you have pasted it in Deskwoot.
4. Click Save integration.

Turning on Administrator instead of a role works too, but then the keys could do everything in your shop.

Connect Shopware in Deskwoot

1. Go to Settings > Integrations and click the Shopware card under Shops and payments.
2. Click Connect Shopware.
3. Under Shopware address, enter the address where your Shopware Administration opens, without /admin, for example https://shop.example.com.
4. Paste the Access key ID (it starts with SWIA) and the Secret access key, and click Connect.

Deskwoot checks the keys with your shop right away. If the role misses a right, the dialog names what is missing. A key that starts with SWSC belongs to a sales channel and does not work here. You need the permission to manage integrations in Deskwoot; administrators have it. Deskwoot stores the keys encrypted and shows only the last 4 characters of the access key ID.

What your team sees

In a conversation, the Orders section of the Details tab lists up to 10 orders of the contact's email address, newest first, with number, status, date and total. Open an order to see:

• Payment and Delivery with the state Shopware shows, for example Open and Shipped for a purchase on invoice.
• The items with quantity and price.
• Each tracking code with the shipping method and Track shipment.
• Ship to with the delivery address, read from your shop when you open the conversation.
• Open in Shopware, which opens the order in your Shopware Administration.

Shopware orders have no Refund, Cancel order or Mark shipped in Deskwoot. Change the order in Shopware with Open in Shopware. When Fynn links an order to the conversation, it shows on top as Linked order. A contact without an email address has no orders to look up.

Copilot reads the same orders, so you can ask it, for example, whether 2 orders of a customer ship together.

In the Deskwoot mobile app, the Orders section of a conversation's details lists the 5 newest Shopware orders with number, status, date and total. For items, tracking and Open in Shopware, open the conversation on the web.

What Fynn does

• Someone who gives an order number and the postal code of the delivery address (the billing address for an order without a delivery) hears the status and tracking of that one order. Fynn shares no items, totals, payment or addresses before the customer is verified. After 3 wrong tries in a conversation, he stops looking up orders there for 15 minutes.
• A verified customer, for example after confirming the link Fynn sends to their email address, can ask about their 5 newest orders.
• Shipped means the parcel left your shop. Fynn says it arrived only when the tracking says so.
• An open payment on a shipped order is normal for a purchase on invoice, and Fynn never calls it a problem.
• Fynn never changes an order. When a customer wants to cancel, change the address or the payment, get a refund or send something back, he hands the conversation to your team.

The What Fynn does with Shopware section on the Shopware page shows Fynn may read orders and Fynn shares tracking links. Both come from the data access of your bot: change them with Change under Bots.

How orders reach Deskwoot

Deskwoot asks your shop for new and changed orders every 5 minutes, for example a new order or a new tracking code. When someone asks about an order in a conversation, Deskwoot reads it from Shopware right then, so orders from before you connected show up as soon as someone asks about them. The Shopware page shows when the last update came, the Shopware version and how many orders Deskwoot holds.

When the connection needs you

• Keys refused: Shopware no longer accepts the keys, for example because the integration was deleted or its keys were created again. Deskwoot stops reading orders. Add a new integration in Shopware and paste its keys with Replace keys.
• Missing permission: the role may not read everything Deskwoot needs. Tick View for Orders in the role, then click Check connection.
• Out of date: your shop did not answer for a while. Conversations show the orders Deskwoot already has until it answers again.

If your shop moves to a new address, click Replace keys and enter the new address with the keys.

Disconnect

Disconnect on the Shopware page stops Deskwoot reading your shop and deletes the keys and the Shopware orders Deskwoot stored. Contacts stay in Deskwoot, and nothing in your shop changes. Then delete the Deskwoot integration in Shopware under Settings > System > Integrations.

Frequently asked questions

Which plan do I need?

Business or Enterprise. A 7 day trial of either plan includes Shopware. Connecting your shop costs nothing extra in Deskwoot.

Can Deskwoot cancel or refund a Shopware order?

No. Deskwoot only reads your orders. Fynn hands such requests to your team, and you change the order in Shopware.

What does Deskwoot never read?

Phone numbers, companies, VAT IDs, birthdays, customer comments, payment methods and payment details, custom fields and documents. Deskwoot never asks your shop for them.

Can I connect more than one shop?

Each workspace connects one Shopware shop.

Do I need a Shopware app or plugin?

No. Deskwoot uses the Admin API that comes with Shopware 6, through the integration you add under Settings > System > Integrations.