PrestaShop

With PrestaShop connected, the agent recognises a customer from the number they call from, reads back their recent orders, answers product questions by name or reference, and, if you allow it, moves an existing order to another status (for example from awaiting payment to payment accepted). Integrations - Catalogue - PrestaShop - Connect opens the connect dialog. One connection is shared by every agent in the company.

What you need before you start

A Webservice key from the PrestaShop back office:

1. Advanced Parameters - Webservice, and enable the webservice.
2. Add new webservice key. Generate the key and give it permissions on customers, addresses, products, orders, order_states and order_histories. Read access covers lookups; the agent needs write access on orders and order_histories to create orders or change their status.
3. Save and copy the key.

What you enter

Store URLREQUIRED

The shop address with https://, for example https://myshop.example.

Webservice API keyREQUIRED

The key created above.

Store name

Display name for the connection. Optional.

Default language id

The PrestaShop language id used for product names. Usually 1, the shop’s default language.

First setup

1. Integrations - Catalogue - PrestaShop - Connect, fill the fields, Test connection, then Connect. PrestaShop appears under Connected and customers and products start copying in the background.

2. Open My Agents, pick the agent, then Skills - Tools & Workflows. Turn on PrestaShop and click Configure.

3. Pick the operations. Identify caller by phone is on by default. Add Get orders by customer and Search products for order and product questions. To let the agent change an order’s status, add Update order status together with List order states, so it only picks a status your shop has. Leave Create order off unless you have read the limitation under Troubleshooting.

4. Click Save in the settings window, then Save the agent.

5. Call the agent from a phone number saved on a PrestaShop customer address (or use Try this agent). Ask “What’s happening with my last order?”. The agent should greet you by name and read back the order status. Then ask for a product by name.

What the agent can do

Job	What happens on the call
Recognise the caller	Matches the caller’s number to a PrestaShop customer. Can also find a customer by name or email and remember the number for next time.
Order questions	Reads the caller’s recent orders or one order: status, totals, items. Pre-fetch recent orders on call start loads the last 10 orders before the agent speaks.
Order status changes	Reads the shop’s list of order states and moves an order to one of them.
Product questions	Searches by name or reference and reads one product’s details.
Create an order	Limited: PrestaShop accepts it only for a cart that already exists (see Troubleshooting). Your Max order value, Max order lines and Custom order attributes apply.

Customers and products are refreshed daily. Sync now on the PrestaShop card under Connected refreshes them immediately.

Troubleshooting

Test connection fails with 401 or 403

The key was refused. Check that the webservice is enabled under Advanced Parameters - Webservice, that the key is active, and that you copied the whole key. A 403 can also mean the key exists but lacks the permissions listed above.

Product names come back in the wrong language or empty

Default language id points to a language the products are not translated into. Use the id of your shop’s main language (shown under International - Localization - Languages). To change it, disconnect PrestaShop under Connected and connect again with the right id.

The agent cannot change an order's status

Update order status needs write access on order_histories for the webservice key, and works best with List order states also selected so the agent uses a status name that exists in your shop.

Create order fails

PrestaShop only accepts an order created through the Webservice for a cart that already exists, with a carrier, currency and both delivery and invoice addresses set. It does not work these out itself, and the agent does not create carts. For phone orders on PrestaShop, have the agent take the details and pass them to your team (for example with a workflow), and use the integration for caller recognition, order status and product questions.

Next Steps

Get an integration working - company connection, then the agent tool.→Tools & Workflows - where the PrestaShop tool is switched on.→

OpenCart - XML product feed - for stores on other platforms.