CUSTOMER SERVICE × XENTRAL
Your store is growing. Your customer service knows the xentral order.
The more orders come in, the more follow-up questions land in your inbox. Connect xentral to Customer Service powered by GREYHOUND: while replying, your team sees the matching customer, order and shipping data and can base the next step on the specific order.
- Automatically assign messages to the xentral order
- Check order value, items and shipping directly
- Continue working in xentral via linked numbers
For online merchants who grow with xentral
and keep their service on track.
WHEN QUESTIONS GROW ALONG WITH ORDERS
The question is in the inbox. Right next to it, the matching order.
A full inbox does not tell you which order is behind a message. xentral Connect assigns incoming inquiries to the matching order and shows the available data in the sidebar. So you start every ticket with the order context.
If the customer calls, the integrated search field helps you find their order. You can check payment status, shipping and existing comments and base your answer on the information from xentral.
First understand the case, then address the customer’s question.
ORDER, LINE ITEMS AND PROCESSING STATUS
Which item, which payment, which shipping status?
With a follow-up question, context is what counts: What was ordered, has the order been paid, and have the goods already shipped? Alongside this information, you also have the order comments. The item list shows which line item the inquiry refers to.
This gives your team the information where it is needed:
Right with the customer inquiry.
YOUR OVERVIEW STARTS ABOVE THE MESSAGE
See order value and customer number as soon as you open the e-mail.
You can tailor the preview line to your day-to-day service work. You decide which available details appear there, such as customer number, revenue or the value of the current order. As soon as you open an e-mail, you can see whether matching data from xentral is available.
If you need more details, linked order, invoice and customer numbers take you to the record in xentral. You can also switch to the detail view from the item list. You then handle changes or cancellations in the ERP.
RECURRING QUESTIONS, SHARED TEXT TEMPLATES
One shared wording. The data of each individual order.
Some questions come up for your team every day. Keep suitable wording ready as global text templates so a reply does not start with an empty text field every time. xentral Connect can complete the templates with available data on the case.
Your team picks the right template, checks the inserted details and addresses the specific concern. This way, you use shared answers and still keep the specifics of each order in view.
FROM CUSTOMER CONCERN TO ANSWER
Four follow-up questions you can put in context with xentral data.
Data protection & hosting
Working with xentral data as a team.
Customer Service powered by GREYHOUND connects inquiry handling with the information from xentral. For collaboration, you use the existing options for hosting, operation, and roles and permissions.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
SET UP THE RIGHT API CONNECTION
Connect xentral and check data access.
Choose Legacy API or REST API for your connection. Store the matching credentials in the Addon Manager and run the connection test. Then set up the preview so your team sees the order details it needs.
FAQ
Frequently asked questions about the xentral connection
Incoming messages are assigned to the matching order. The available customer, order and shipping data is shown to your team next to the inquiry. You can put the case in context and give an answer without having to gather the information again for every e-mail.
Yes. Use the integrated search field to find the matching order from xentral. This lets you draw on the order information for the call even without an incoming e-mail.
The connection shows available customer and order data, line items, payment status, payment method and shipping information. Order comments also help you understand the processing status.
Yes. You decide which and how many available details appear directly above the inquiry. Examples include the customer number, revenue or the value of the current order, as well as information on goods and shipping.
You handle such changes in xentral. Linked order, invoice and customer numbers take you from the inquiry to the related record. Check the status and any existing comments first so you understand the case correctly.
Your team can use global text templates for similar inquiries. The connection completes them with available data from xentral. Check the details and adapt the wording to the specific customer question before sending.
- Core license for Customer Service powered by GREYHOUND
- xentral Connect
- API access to xentral
Add a xentral connection under “Erweiterungen > Addon Manager” (Extensions > Addon Manager). Choose the API, enter the URL and credentials and check them with “Verbindung testen” (Test connection). You can find the full instructions at https://docs.greyhound-software.com/tools/addons/xentral-connect.
You can find the current terms for Customer Service powered by GREYHOUND at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise.
With the Legacy API, you enter the xentral URL as well as the API user and password. With the REST API, you use the URL and a personal access token. The required access rights are described in the setup instructions.
Yes, you can connect several other third-party systems in parallel. Which data is available from them depends on the respective connection.
