Stripe Integration

The Stripe integration in Deskwoot pulls each customer's payment history, active subscriptions, and billing details into the conversation sidebar, so agents see the financial context without switching tabs or asking the customer to read out their card details. Instead of switching between tabs or asking customers to verify payment details, agents can view payment history, active subscriptions, and billing information alongside every conversation. This leads to faster resolutions and a smoother customer experience.

Connecting Stripe

1. Navigate to Settings > Integrations and open Stripe.
2. Click Install on Stripe Marketplace. You land on the Deskwoot listing on Stripe.
3. Click Install and confirm the permissions Deskwoot needs: customers (read), subscriptions (read and write), charges and refunds (read and write), products (read) and invoices (read).
4. Right after the install Stripe shows a restricted API key (it starts with rk_live_, or rk_test_ in test mode). Copy it, paste it into the Restricted API key field in Deskwoot and click Connect.

Deskwoot then imports your Stripe customers as contacts, and again once a day. The write permissions are used only when an agent (or Fynn, if you allow it) refunds a payment or cancels a subscription. Deskwoot does not create charges.

Payment History

Once connected, the Details tab of a conversation shows the customer's recent payments (up to 10), including:

• Description, amount and currency
• Date of the payment
• Status. Succeeded, failed, or refunded

Payments are matched by the customer's email address, so the contact's email in Deskwoot must match the email on file in Stripe for data to appear. When several Stripe customers share that email, Deskwoot shows the most recent one.

Agents who may issue refunds (administrators, and on Enterprise members whose custom role allows it) see a Refund button next to a successful payment. It refunds the payment in full after a confirmation, and the refund is recorded in your Deskwoot audit log.

Subscriptions and Invoices

For customers with Stripe subscriptions, the Details tab displays the plan name, the price and billing interval, the current status and the renewal, end or trial end date. The customer's last 5 invoices are listed with their status, amount and a link to the Stripe invoice page, together with the customer balance (a credit for the next invoices or an amount owed). Agents who may cancel see Cancel next to an active subscription: it ends at the close of the current billing period, so the customer keeps what they paid for.

Refund Visibility

Refunds are flagged in the payment history: a fully refunded payment shows the status Refunded, so agents can answer billing inquiries without logging into Stripe. Disputes (chargebacks) are not shown in Deskwoot; they stay in your Stripe dashboard.

Troubleshooting

• No payment data showing: Verify that the customer's email address in Deskwoot matches exactly with the email associated with their Stripe account. Even minor differences (such as uppercase vs. lowercase) can prevent a match.
• Key refused: Paste the restricted key Stripe showed after the install (it starts with rk_live_ or rk_test_), not the publishable key (pk_). If the Details tab says Stripe refused the connected key, the key may be revoked, expired or missing a permission; check the Stripe connection under Settings > Integrations.
• Stale data: Payment information is read live from Stripe whenever a conversation opens. If data looks outdated, reload the conversation.

Best Practices

• Ensure your team uses consistent customer email addresses across Deskwoot and Stripe for reliable data matching.
• Use the payment sidebar to verify transactions before responding to billing inquiries. This reduces back-and-forth and builds customer trust.
• Full refunds and cancellations at the end of the billing period work from the Details tab. Partial refunds and plan changes still happen in your Stripe dashboard.

Frequently asked questions