Q. Why do I need an OMS or Lookup Adaptor to use Threads to look up orders?

The WISMO Thread use case requires an OMS (Order Management System) or Lookup Adaptor integrated with Gladly to fetch and display order status over chat. Without it, Gladly is unable to display order statuses through Self-Service Threads. If you set up a Thread without an OMS integrated with Gladly, Customers hoping to check the status of their order by clicking an "Order Status" button in chat are directed to Agents instead of having the opportunity to self-serve.

If a Thread is configured without an OMS connected to Gladly, a warning icon appears next to the Thread.

You can connect OMSes like Shopify, BigCommerce, and Magento out of the box integrations and can be connected to Gladly through the Apps page. Other OMSes like Salesforce Commerce or a custom OMS can be connected to Gladly via a Lookup Adaptor and added as a custom app integration.

• Note – Custom apps via a Lookup Adapter require the addition of order details fields found here.