Customer orders

When a customer writes in or calls, the first question is usually about an order. Connect your online store and Freesbe shows that customer’s orders right where you answer them: over the box in their customer inbox conversation, and on the call when they phone. Nobody has to open the store’s admin and search for them.

Freesbe finds the customer by the email address or phone number they wrote in from, or the number they’re calling from. It asks your store each time and keeps no orders or customer details of its own. Freesbe only reads: it can’t change, cancel or refund an order.

Freesbe works with WooCommerce stores for now.

Connect your store

Only owners and admins can connect the store, in Workspace settings → Integrations & apps → Integrations → Customer inbox, under Customers’ orders.

1. In WordPress, open WooCommerce → Settings → Advanced → REST API and click Add key.
2. Give it a description like “Freesbe”, pick a user who can see orders, and set Permissions to Read.
3. Click Generate API key and copy the Consumer key (it starts with ck_) and Consumer secret (cs_).
4. In Freesbe, enter your store’s address, like https://shop.example, paste the key and secret, and click Connect. Freesbe checks the key with your store before it saves it.

Then type a customer’s email or phone number under Try it to see what your team will see.

Step-by-step, with what to do when the store refuses the key: Show customers’ WooCommerce orders in Freesbe.

In a conversation

Over the inbox bar, the Orders card shows how many orders the customer has placed, what they’ve spent and their latest order: its number, status, total, what’s in it and its tracking number, when your store uses WooCommerce’s Shipment Tracking extension.

• Add to reply puts the order’s status and tracking link in the reply box, for you to edit before sending.
• The arrow opens the order in your store’s admin.
• All shows up to five recent orders.

On a call

When a customer calls one of your Freesbe numbers, the ringing card shows their latest order, so you know what the call is likely about before you answer. It stays under their name during the call.

Good to know

• Who sees orders. Everyone who can see the conversation’s channel, and everyone who takes calls on the phone system. Guests don’t.
• How customers are matched. By the billing email or billing phone number on their orders, exactly. Phone numbers match with or without the country code, but your store has to keep them without spaces (+31205550142 or 0205550142): WooCommerce searches the number as it was typed.
• Counts and totals cover the customer’s last 100 orders. Refunded and cancelled orders don’t count toward what they spent.
• When the store doesn’t answer, the card stays hidden, and the settings show what the store said, so an admin can fix the key.
• To stop, click Disconnect. Freesbe forgets the key at once. Also delete the key in WooCommerce.