# Support console that pairs Gladly chats with orders and refunds

> Type a customer email or phone and see their whole support history, order tracking, and payment record on one screen instead of three tabs.

- Workflow type: app
- Services: Gladly, Shopify, Stripe
- Categories: Customer Support, Operations
- Published: 2026-08-22

## What it does

- Search by email or phone to pull up a customer's profile and full conversation history, with a picker when a phone number matches more than one person.
- See their orders right beside the conversation, with unshipped or partly shipped orders pinned to the top and live tracking on every shipment, plus what they paid and what was refunded.
- Hit "Draft the update" and an assistant reads the latest messages, the order's shipping status, and the payment record, then writes a reply naming the real order, the actual delay reason, and current tracking for your agent to edit.
- Log a note, open a follow-up task, or send an email or text without leaving the screen, and every message you send is written back onto the customer's timeline automatically.

## What you'll need

- A Gladly account, plus a login with admin access so the console can read conversations and send messages
- A Shopify store with the customers and orders your support team handles
- A Stripe account for the payment and refund history panel
- Customers whose email address is the same in Gladly and Shopify, since that is how the console matches a person to their orders

## Prompt

Build me a support console my agents keep open all shift instead of juggling Gladly, Shopify, and Stripe in three tabs. The whole app is a single search screen: an agent types a customer email or phone number, and everything about that person loads into a two panel layout, with support history on the left and commerce history on the right.

Search resolves the person in Gladly first, using Find Customers with the typed email or phone number. Gladly customer emails are unique per organization, so an email search returns at most one profile and should load straight through. A phone search returns up to 50 profiles sorted by most recently updated, so when more than one comes back, show a compact picker listing name, email, and last updated date and let the agent choose the right person before anything else loads. Once a customer is selected, call Get Customer for the full profile and show name, email, phone numbers, and any custom attributes at the top of the left panel.

Under the profile, show the conversation timeline. Use List Customer Conversations to get the customer's conversations newest first, and List Conversation Items to load the items inside the selected conversation, rendering messages, notes, and logged calls in order with their channel and timestamp. Default to the most recent conversation and let the agent switch between them.

The right panel is commerce. Match the customer in Shopify with Search Customers using the email from the Gladly profile, then pull their orders with Get Customer Orders. For each order show the order number, date, total, line items, and financial status. Get the live shipping picture for each order from List Fulfillment Orders and List Fulfillments for Order, and show the fulfillment status plus the tracking company, tracking number, and tracking link for every shipment. Pin any order that is unfulfilled or only partially fulfilled to the top of the panel under a clear flag, because those are the orders customers are actually writing in about.

Below orders, show payments. Resolve the Stripe customer with List Customers filtered by that same email address, pull their payments with List Charges scoped to that customer, and pull List Refunds to match refunds back to charges. Show each charge with its amount, date, and status, and when a charge has been refunded, show the refund date and refund amount inline on that charge rather than in a separate section, so nobody has to go ask billing what happened.

From the same screen and without navigating away, an agent can log a note onto the current conversation with Create Conversation Item, open a follow-up for later with Create Task, and message the customer with Send Email or Send SMS. Sending should open a composer prefilled with the customer's address or phone number that the agent can edit before it goes out.

One rule to bake in: Gladly's outbound Send Email and Send SMS are non-routable and non-searchable, which means a message sent that way does not land on the customer's timeline by itself. So every time the console sends an email or an SMS, it must also write a conversation note with Create Conversation Item recording the channel, the recipient, the full message body, and which agent sent it. The Gladly timeline has to stay complete for whoever picks this customer up next.

Add a "Draft the update" button on the screen that kicks off a background agent. That agent reads the newest items on the current conversation with List Conversation Items, the matching order's shipping state from List Fulfillment Orders and List Fulfillments for Order, and the payment and refund position from List Charges and List Refunds. It then writes a specific customer-facing reply that names the actual order number, states the real reason the order is delayed based on the fulfillment state rather than a generic apology, and gives the current tracking status. The finished draft lands back in the app in the composer, clearly marked as a draft, for the human agent to edit and send. It must never send on its own. Show the button in a running state while the agent works, and when the draft arrives let the agent send it with Send Email or Send SMS, which then logs the conversation note like any other send.

Keep the selected customer and any unsent draft in app state so a page reload does not lose work in progress, and keep a short list of recently viewed customers per agent so switching back to someone is one click.

## How to customize

- Change what gets flagged at the top of the order panel, such as only pinning orders unshipped for more than three days instead of every unshipped order
- Adjust the tone and length of the drafted update, or add your shipping delay policy so every draft stays on message
- Pick whether replies default to email or text, and choose who follow-up tasks get assigned to

## FAQ

### Does this send anything to the customer on its own?

No. The draft button writes a suggested reply and drops it into the composer on the screen. Nothing reaches the customer until your agent reads it, edits it if needed, and hits send.

### What happens if a phone number matches more than one customer?

Gladly returns up to 50 matching profiles, most recently updated first, and the console lists them so your agent picks the right person before anything loads. Email lookups return a single profile, because email addresses are unique to one customer.

### Will the emails and texts we send from the console show up in Gladly?

Yes. Every message sent from the console also writes a note onto the conversation with the channel, recipient, and full message text, so the customer's timeline stays complete for whoever picks them up next.

### What if the customer used a different email in our store than in support?

The console matches orders using the email on the support profile, so a mismatch shows an empty order panel. Your agent can search the other address to bring the orders up.

### Do we need a developer to set this up?

No. Connect your support, store, and payment accounts, and the console is built around them. Adjusting things like the delay policy or which orders get flagged is done in plain language.

Use this prompt in General Input: https://www.generalinput.com/prompts/support-console-that-pairs-gladly-chats-with-orders-and-refunds