Connect WooCommerce product knowledge

Connecting WooCommerce syncs your product catalog into ADS Helpdesk so the AI can answer questions about products, prices, and stock, and your agents get product context right inside the ticket.

Before you start

Important: WooCommerce catalog storage is tied to your real-time channels. Create at least one live chat or voice inbox first, or the sync has nowhere to store products. See Add the live chat widget.

You'll also need permission to create REST API keys in your WordPress/WooCommerce admin.

Step 1: Create WooCommerce API keys

1. In WordPress admin → WooCommerce → Settings → Advanced → REST API, click Add key.
2. Give it a description (e.g. ADS Helpdesk), select a user, and set Permissions to Read.
3. Click Generate API key and copy the Consumer key and Consumer secret, the secret is shown only once.

Step 2: Add the store in ADS

1. Go to Admin → Store knowledge.
2. Enter your store base URL (for example https://yourstore.com).
3. Paste the Consumer key and Consumer secret.
4. Save, then click Sync to pull your products in.

The first sync imports your catalog; after that, ADS Helpdesk keeps it fresh on a schedule and via WooCommerce webhooks when products change.

For order-aware support, use the same delivery URL and webhook secret for order.created, order.updated, and order.deleted. These events refresh safe customer/order summaries already associated with a ticket. They do not make order details visible to an unverified requester.

Step 3: Confirm it worked

Open Store knowledge and check the product count and last-synced time. Ask a test question in a chat (for example "Is the blue hoodie in stock?") and confirm the AI uses real catalog data.

Keep your host from rate-limiting the sync

Server-to-server catalog syncs can trip aggressive hosts or WAFs. If syncs slow down or pause:

• Whitelist the /wp-json/wc/* REST API paths for server-to-server traffic.
• Relax rate limits for those endpoints. ADS Helpdesk retries automatically and cools down after repeated 429 responses, resuming on the next scheduled sync.

Troubleshooting

• "Woo base URL is missing": add your store URL before syncing.
• 401 / 403 from Woo: re-check the consumer key, consumer secret, and that the key has Read permission.
• 429 (rate limited): your host/WAF is throttling API traffic, whitelist /wp-json/wc/* as above.
• "Create a chat or voice inbox first": add a real-time inbox, then sync again.

Once products are flowing, tune how the AI uses them in AI replies.