Configuration Guide
The Customer Service Add-on requires that your are using the SCAYLE Checkout and that your System is properly configured. This ensures that any additional configurations needed for the Add-on to function correctly can be applied seamlessly.
Mandatory SCAYLE Configurations
Basket & Wishlist Keys
To ensure that your customer support can access the users basket and wishlist your keys need to be in the following format:
Required Format
{{tenant}}_{{customerid}}
For example, if your tenant is acme, the key should be:
acme_1234
If this format is not followed, certain functionalities—such as Telephone Order will not work correctly.
Custom Key Formats
If you need to add additional strings to the key (e.g., {[tenant}}_customer_{{customerId}}), please contact your SCAYLE Account Manager before making any modifications.
Key Requirements
✅ Must be a string
✅ Can only contain: _, letters (a-z, A-Z), numbers (0-9)
✅ Must include the {{customerId}} placeholder
🚫 No other placeholders besides {{tenant}} and {{customerId}} are allowed
Payment Types
In case that you want to use the telephone order, make sure that Invoice and Cash on delivery are configured. The telephone order is supporting this two payment methods only otherwise the feature won't work:
- standard_cod
- standard_invoice
Customizing the Add-on Settings
The Customer Service Add-on retrieves payment and carrier information from the SCAYLE system. Based on this data, it displays names, logos, and applies additional business logic to enhance the customer service experience.
To ensure seamless functionality, every new carrier or payment method added to the SCAYLE system MUST ALSO be configured within the Customer Service Add-on. This ensures that all relevant details are correctly displayed and processed.
The Payment Methods can be configured under
SCAYLE Panel → Add-Ons → Customer Service Add-On → Payment Methods
and Carrier Information under
SCAYLE Panel → Add-Ons → Customer Service Add-On → Carrier Types.
Payment Methods
| Field Name | Description | Example |
|---|---|---|
| Logo | The Logo of the Payment Method | |
| Payment Method Name | Name which is shown to the User based on the payment code | Ratepay (Invoice) |
| Payment code | Enter the Payment Code from your Payment Configuration. This Code is stored on the Order and based on this Information we are showing the Logo, the Name and the other Configurations | ratepay_invoice |
| Payment provider URL | This field is used to make the Payment Transaction Key within an order view clickable. For example, it allows you to create a direct link to the PayPal transaction on PayPal's side. This is particularly useful if your agents are processing refunds directly through PayPal or need to look up details in the payment provider's backend system. | https://orca.ratepay.com/orders/{transactionKey} |
| Is this a cash on delivery method? | For cash on delivery (COD) methods, the payment object includes an entry indicating whether a customer is blocked from using COD payment options. This flag is purely a configuration setting that determines whether this information should be displayed to agents within the add-on. | true or false |
Carrier Types
| Field Name | Description | Example |
|---|---|---|
| Logo | The Logo of the Carrier | |
| Carrier Type Name | Name which is shown to the User based on the carrier code | DHL (National) |
| Carrier code | Enter the Carrier Code from your Carrier Configuration. This Code is stored on the Order and based on this Information we are showing the Logo, the Name and the other Configurations | dhl_std_national |
| Tracking URL | Used to open the tracking website directly from the order detail view. The available placeholders are {trackingId}, {zipCode}, and {language}. | https://nolp.dhl.de/nextt-online-public/set_identcodes.do?idc={trackingId} |
| Tracking Email | This email is used when contacting the merchant in relation to a specific carrier. | |
This feature is going to be removed. | ||
This feature is going to be removed. | ||
| Display track & trace status? | This setting displays a badge next to the carrier to visually inform customer support (CS) whether the carrier offers Track & Trace. The badge appears only if this field is enabled and if the CRM provides a trackAndTraceStatus, allowing the system to display tracking information. |
Granting Permissions for the Customer Service Add-on
To enable customer service agents to use the Customer Service Add-on, you must assign the necessary permissions to the Customer Service Role.
Steps to Assign Permissions
- Navigate to SCAYLE Panel → Settings → User Roles & Permissions.
- Select the Customer Service Role (or create a new role if needed).
- Locate the Customer Service Add-on section.
- Expand the Customer App permissions.
- Grant the necessary permissions based on the agent's responsibilities.
- Click Save to apply the changes.
