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Integrate with Adobe Commerce

Last Update: Sep 2024 • Est. Read Time: 4 MIN
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The Adobe Commerce (formerly Magento) app integration syncs standard objects such as new addresses, customers, orders, invoices, credit memos (refunds), and shipments, in addition to real-time shopping cart info to populate your Kustomer organization. All data that exists within Adobe Commerce is stored inside of Kustomer and is fully available to support agents.

Additional data sent from Adobe Commerce that is not readily displayed in the timeline in Kustomer is displayed in the raw data section so agents can view the full data manifest of each order.

Who can access this feature?
User typesAdmins can set up this integration.


In this article

Migrate to the new version of the Adobe Commerce app

Note: The following information is for customers who are currently using the Adobe Commerce integration.

Before installing this version, uninstall your Adobe Commerce app from Kustomer. To do so:

  1. Go to Apps and select Installed Apps.
  2. Select Adobe Commerce and turn the App Active toggle off.
  3. Select Deactivate in the window that opens to confirm the deactivation.

Then, remove the existing Kustomer extension from within your Adobe Commerce instance following guidance from Adobe Commerce. You can proceed with installing the upgraded app after you have deactivated the old app and removed the old extension. 

This upgraded version is identical in functionality to the previous Adobe Commerce integration. This version also provides enhanced stability and security and will allow you to access future releases and improvements from Kustomer.

Prerequisites

You must have an active Adobe Commerce web store with API access. This integration operates through the use of the Kustomer extension for Adobe Commerce (hosted on GitHub), which is only compatible with Adobe Commerce/Magento 2.x stores.

This configuration requires you to be familiar with installing Adobe Commerce extensions from the command line. If this is your first time installing an extension in your Adobe Commerce store, we recommend familiarizing yourself with the following resource: Adobe Commerce DevDocs: Install an extension.

How does Adobe Commerce work with Kustomer?

Once you connect Kustomer to your Adobe Commerce store, all orders for a customer are synced in real-time, and order details appear in their timeline. This layout is created for you by default and cannot be deleted. 

You can perform actions on a customer's order from directly within their timeline. The following actions are available:

  • Cancel will cancel the current order.
  • Send Email sends the customer a confirmation email.
  • Hold places a hold on the order. 
  • Invoice creates an order invoice.
  • Refund creates an order credit memo.
  • Ship creates an order shipment.

You can also see the contents of your customer's shopping carts in Kustomer while you're providing them support. This is shown in an Insight Card when you're viewing a customer timeline. You can search for, and add, products to their shopping cart, along with updating the quantity or removing items from it. This card is created by default and cannot be deleted. 

Note: Users have to go to their checkout page to see the changes you make to their shopping cart from within Kustomer. If already on the checkout page, they should refresh it to see the changes.

Install the Adobe Commerce app

To integrate Adobe Commerce with Kustomer, install the Adobe Commerce app from within the Kustomer App Directory.

  1. Go to Apps, search for Adobe Commerce in the App Directory, and then select Install.
  2. Select Install App to grant the permissions needed to run the app.

Set up Kustomer as an integration in Adobe Commerce

After installing the app, go to Apps  > Adobe Commerce to view the information you'll need to finish setting up the integration in Adobe Commerce. Then:

  1. Log in to the Adobe Commerce dashboard as an admin.
  2. Go to System > Integrations and select Add New Integration.
  3. Enter kustomer in the Name box.
  4. From the Adobe Commerce settings page in Kustomer, copy and paste the following URLs into the boxes:
    • Callback URL
    • Identity link URL
  5. Enter your Adobe Commerce password.
  6. Next, select API in the Basic Settings section in the left pane and select All from the Resource Access drop-down menu.
  7. Select Save.
  8. From the Integrations page, select Activate and then Allow on the page that opens.

Any new orders you create in Adobe Commerce will appear in Kustomer.

Note: This integration will not capture historical orders.

Import previous orders

You can import previous Adobe Commerce orders directly within Kustomer. Imported orders can be viewed in the customer's timeline.

  1. Go to Apps > Adobe Commerce.
  2. Enter the Start and End dates of the orders you want to import in the following format: YYYY-MM-DD.
  3. Select Import Orders.

Any orders that fall within the date range will now be available in Kustomer. You can run an import multiple times if needed. We do not recommend you use the importer if you have thousands of orders, 

Logging

The extension uses the standard logger that outputs to the directory /var/log in your Adobe Commerce project. Within this directory there should be the files exception.log and system.log. Because logs are stored on the file system, it makes silent failures due to misconfigurations or exceptions more likely.

Troubleshooting

Q: Where should I debug event payloads and statuses?

View the kustomer_webhook_integration_events table in the Admin Magento Portal to debug outgoing event payloads and statuses.

Q: Why aren't events being created?

Ensure that orders and customers are created using the Customer Portal. The Admin Portal should not be used for this part of the process.