Connected Records, Service & Live Chat
Keep order choices relevant, make service history visible and respond to customers in real time.
Open interactive lesson and quizWhat you will learn
- Choose a contact and channel before order lines
- Configure and verify a relationship filter
- Discuss a case with the customer
- Claim and release a live chat safely
A customer orders through a store, asks for help in the portal and opens a live conversation on the business website.
Lesson 1
Use dependent choices in orders
Choosing a Contact on a new Order fills its linked Company. The chosen Sales Channel filters product choices to products with stock in that channel, and changing the channel clears earlier lines so they cannot accidentally point to another location. A saved Order is checked by the commerce backend as well. An integration creating an Order without an explicit Company derives the Contact’s linked Company after verifying it is in the same BU.
Lesson 2
Configure a relationship value filter
In Objects & fields configure a relationship from a custom object to another object, then optionally choose a source field on the current object and a target field on the related object. The chooser shows records whose target value matches the current source value, and the record API validates that choice again on save. Use this for patterns such as a channel or region shared by two related objects. Required fields remain required. A missing source value does not create an unrestricted match; fill the source first. Review object and field permissions as you configure relationships.
Lesson 3
Keep the case conversation on the case
The Service console activity view lets a case editor add an internal note or a public customer comment. Public comments and resolution notes appear for the matched customer in the private portal; internal notes stay with the business. Customers can post their own case comments from their portal session. Public case comments can notify the linked Contact by email. Read the case and contact before posting confidential information.
Lesson 4
Operate a shared live chat queue
Live Chat is available to Trial and Business BUs and has separate view, respond and manage permissions. A responder sets Available, Busy or Offline and can see who has claimed each conversation. Claiming is atomic, so two team members cannot take the same open chat; release lets another available responder take over. Customer and staff can exchange text and emoji reactions. The presence summary counts available, engaged and busy staff. Closing a conversation clears it from the live queue and customer window immediately. A new chat starts with a fresh visitor session; use a Service Case for issues needing longer follow-up.
Lesson 5
Configure SupaGent and deploy chat
A page editor can turn on chat for each Landing Page or Form and publish it. The customer portal shows chat when the portal and the BU chat are enabled. An Email can link to the secure business chat page; mail clients do not run an embedded chat widget. In SupaGent, copy that agent’s website script or standalone chat link. Put the script before the closing body tag on a site you control and test it in a published browser session. An agent can also connect a WhatsApp text channel using Meta credentials; its messages appear in the same Live Chat queue. Only the standalone chat frame can be embedded; other SupaChrome pages remain protected from framing.
Lesson 6
Use generative answers carefully
SupaGent can use Cloudflare AI when the platform connection, the BU feature control and this agent’s generative switch are all enabled. Assign approved knowledge to each agent; shared entries are stored once and may be used by several agents. AI drafts natural replies from that agent’s knowledge. Verified account details stay in the secure website chat and are answered by BU-scoped records. Uncertain answers stay in the team queue, and approved automatic answers remain available if AI reaches its limit.
Lesson 7
Review and remove prepared playbooks
The three business playbooks create styled draft emails with a clear next step. Their button destination is intentionally blank, so edit the CTA URL, review the message, test send and mark Ready before activation. The Prepared playbooks list shows each run and lets its creator delete unused assets together by typing the title. Deletion removes the draft audience, email, flow and private report in one operation and records an audit entry. If a flow has been activated, an email was delivered, or an asset is used elsewhere, deletion is blocked to preserve send and reporting history. Archive or detach those assets through their owning modules after reviewing the references.
Practice · Test the complete customer journey
- Create a Contact linked to a Company and stock a Product in one Sales Channel. Create an Order: choose the Contact, confirm Company fills, then choose the channel and verify only relevant stock appears.
- In Objects & fields configure a custom relationship filter using a source field and matching target field. Try a matching and non-matching record and inspect validation.
- Open a Service Case, add an internal comment and a customer-visible comment; inspect the customer portal view and resolution.
- In SupaGent create an agent, assign shared knowledge and choose it on a Landing Page or Form. Publish and open the page as a customer. In Live Chat set your status Available, then claim, reply, react and release the conversation.
- Open the same customer portal and check the chat launcher and case timeline.