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Customer Service Window Step

You can think of the Customer Service Window as an intelligent maturity period, one that is aware of and only applies during your business's hours of operation. This is particularly helpful for Customer Service teams that do not work around the clock because it gives your team a window of time to review orders and if necessary, make some changes.

The Customer Service Window also allows you to tag orders for immediate processing, bypassing both the maturity period and operational hour restrictions.

Prerequisites​

The Customer Service Window requires a location to set detailed operation windows. read SLA information and Closed Dates from. These can be setup via the API or within the ChannelApe App on the Locations page.

Specify the time your window should start processing orders and the time you want to stop processing orders by adding Open Time and Close Time for each Week Day by updating the Location's SLA information.

Fulfillment SLA Hours and Fulfillment Cutoff Time are not used by your window so these can be left empty.

Add Closed Dates to indicate dates your team is not operational.

note

We recommend using a virtual location for this. Do not use a physical location for this as these settings are used to measure and monitor the performance of your fulfillment operation.

Environment Variables​

  • CUSTOMER_SERVICE_MATURITY_PERIOD - Configured in minutes; orders must be at least this old from time of purchase to be eligible for fulfillment.  This maturity period is used in conjunction with the operating hours configured in the location so that your team has ample time to respond to new order purchased during the operation.

  • VIRTUAL_SALES_CHANNEL_LOCATION_ID - This is the ID of the location with the operational hours configured.

  • CUSTOMER_SERVICE_TIMEZONE - Only IANA TZ database names are accepted (i.e. America/New_York or America/Los_Angeles). The timezone is needed to standardize the operating hours defined in the virtual location.

  • CUSTOMER_SERVICE_WINDOW_BYPASS_TAGS - CSV of tags. Orders that are tagged with the any of these tags should be sent regardless of maturity period and operational hours (i.e. priority,ship_now,influencer).