Enterprise ecommerce platform

AI customer support for Salesforce Commerce Cloud

OpenAgent connects to Salesforce Commerce Cloud via OCAPI and SCAPI to automate order tracking, return processing, and product support at enterprise scale.

Book a demo See pricing

65%

reduction in tier-1 support volume

24/7

global coverage across sites and locales

Multi-site

support from a single OpenAgent account

OpenAgent is an AI customer support agent that integrates with Salesforce Commerce Cloud (SFCC) using the Open Commerce API (OCAPI) and the newer Salesforce Commerce API (SCAPI). The agent reads live order records, customer profiles, product catalog data, and inventory from SFCC to resolve high-volume support tickets automatically. It deploys on your storefront chat, support email, and social channels — handling the repetitive inquiries that consume enterprise support capacity.

How OpenAgent connects to Salesforce Commerce Cloud

OCAPI / SCAPI integration

Configure an API client ID in Business Manager and connect it to OpenAgent. The agent gains access to order, customer, and product endpoints immediately.

Live order management center data

OpenAgent reads order status, shipment records, and tracking details from the SFCC Order Management Center in real time.

Store actions via OCAPI

With appropriate OCAPI permissions, OpenAgent can update order statuses, create returns, and initiate refunds directly in SFCC.

Storefront embed & headless support

The OpenAgent widget embeds on SFRA (Storefront Reference Architecture) storefronts and headless PWA Kit frontends with a single script tag.

What the agent does on Salesforce Commerce Cloud

Order & shipment tracking

Resolves WISMO tickets by reading live order and shipment data from SFCC, eliminating manual order lookups for agents.

Return & exchange processing

Captures return intent, checks eligibility against your configured return rules, and creates the return order in SFCC.

Refund initiation

Submits refund requests within your policy thresholds and escalates exceptions to your human support queue.

Product catalog Q&A

Answers questions about product attributes, availability, and compatibility using your SFCC catalog and inventory data.

Promotional offers & price books

Explains active promotions from your SFCC promotion engine and helps customers understand qualifying conditions.

Multi-site & multi-locale support

Serves multiple SFCC site IDs and locales from a single OpenAgent deployment, ideal for global enterprise brands.

Set up in minutes

1Create an API client in Business Manager under Administration > Global Preferences > API Client Registry
2Configure OCAPI settings to allow OpenAgent's client ID access to the required shop and data APIs
3Enter your SFCC instance URL and client credentials in the OpenAgent dashboard
4OpenAgent syncs your catalog, customer, and order data
5Embed the OpenAgent widget on your SFRA or PWA Kit storefront

Frequently Asked Questions

OpenAgent connects via SFCC's Open Commerce API (OCAPI) or the newer Salesforce Commerce API (SCAPI). You create an API client in Business Manager, configure the required API permissions, and enter the credentials in OpenAgent.

OpenAgent uses the SFCC Shop API to read order, product, and customer data, and the Data API for inventory and catalog information. It uses OCAPI by default and supports SCAPI for newer SFCC configurations.

Yes. OpenAgent can create return orders in SFCC via the OCAPI order management endpoints, within the eligibility rules you configure in OpenAgent.

Yes. The OpenAgent widget is a standalone JavaScript embed that works on any frontend, including SFCC PWA Kit, React Storefront, and other headless implementations.

Yes. OpenAgent supports multiple SFCC site IDs and locales from a single account, making it suitable for brands operating across multiple regions.

No. OpenAgent operates independently of Salesforce Service Cloud, connecting directly to Commerce Cloud via OCAPI/SCAPI. You can also integrate OpenAgent with Service Cloud for human escalations if you already use it.

Other platforms

Magento (Adobe Commerce) BigCommerce commercetools

Add AI support to your Salesforce Commerce Cloud store

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.