Audience: Retailers and Suppliers

There are two types of conversations you can have:

  • Message, which can be a basic inquiry or question about a workflow. For example, you’d like to know why an item is out of stock or an order cannot be shipped due to an unforeseen circumstance.
  • Task, which can be used if you need a trading partner to take action on the request and want to track its progress (completed, overdue, etc.). For example, an item description needs more details by a certain date in order to be listed on the website or an order hasn’t been shipped yet.

Looking to initiate a conversation using the Rithum API? See the Customer Care Integration Guide and the Conversation Integration Guide for more information.

Starting a message

Step 1: Choose one of the following options to begin a message:

From the Inbox page
  1. Click the Inbox icon at the top of any page in the portal.
  2. On the Inbox page, click Compose on the left side of the page.
From a list view
  1. Click the navigation menu and navigate to any list view page in the portal. For this example, we’ll click Workflows > Inventory.
  2. On the Inventory page, select the checkbox next to a SKU you’d like to start a conversation about.
  3. Click Actions and select Start a new Conversation.
From a detailed view
  1. Click the navigation menu and navigate to any list view page in the platform. For this example, we’ll click Workflows > Inventory.
  2. On the Inventory page, click a SKU to see the item details.
  3. On the Item details page, click More Actions and select Start a new inventory Conversation.

Tip: A benefit from starting a conversation from a list view or detailed view is that the Topic field in the message will be auto-filled. For example, if you are on the Item detail page and start a conversation, the Topic field will automatically be filled with a link to the Item detail page.

Step 2: In the New Conversation window, enter the details of the message into the appropriate fields and click Send.

Tip: To add a reference ID (a custom identifier specific to this message), click the options menu on the bottom left and select the Reference ID checkbox. Enter a reference ID for the message.

Step 4: The Inbox page is updated with the new message.

Starting a task

Step 1: Choose one of the following options to begin a task:

From the Inbox page
  1. Click the Inbox icon at the top of any page in the portal.
  2. On the Inbox page, click Compose on the left side of the page.
From a list view
  1. Click the navigation menu and navigate to any list view page in the portal. For this example, we’ll click Workflows > Inventory.
  2. On the Inventory page, select the checkbox next to a SKU you’d like to start a conversation about.
  3. Click Actions and select Start a new Conversation.
From a detailed view
  1. Click the navigation menu and navigate to any list view page in the platform. For this example, we’ll click Workflows > Inventory.
  2. On the Inventory page, click a SKU to see the item details.
  3. On the Item details page, click More Actions and select Start a new inventory Conversation.

Tip: A benefit from starting a conversation from a list view or detailed view is that the Topic field in the message will be auto-filled. For example, if you are on the Item detail page and start a conversation, the Topic field will automatically be filled with a link to the Item detail page.

Step 2: In the New Conversation window, enter the details of the task into the appropriate fields.

  • To add a due date, click the options menu on the bottom left and select the Due Date checkbox. Select a due date for the task.
  • To add a reference ID (a custom identifier specific to this task), click the options menu on the bottom left and select the Reference ID checkbox. Enter a reference ID for the task.

Step 3: When completed, click Send.

Step 4: The Inbox page is updated with the new task.


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