Bookbag 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 Bookbag connects to Salesforce Commerce Cloud
OCAPI / SCAPI integration
Configure an API client ID in Business Manager and connect it to Bookbag. The agent gains access to order, customer, and product endpoints immediately.
Live order management center data
Bookbag 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, Bookbag can update order statuses, create returns, and initiate refunds directly in SFCC.
Storefront embed & headless support
The Bookbag 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 Bookbag 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 Bookbag's client ID access to the required shop and data APIs
- 3Enter your SFCC instance URL and client credentials in the Bookbag dashboard
- 4Bookbag syncs your catalog, customer, and order data
- 5Embed the Bookbag widget on your SFRA or PWA Kit storefront
Frequently Asked Questions
Other platforms
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 Bookbag.