Dutch platform
Overview
MAGENTO INTEGRATION × NEXREPLY
Automate Magento customer service with real-time order data through NexReply.
Does your webshop run on Magento or Adobe Commerce? NexReply connects your customer service directly to your Magento backend. Customer questions about orders, shipping and returns are answered automatically using up-to-date data from your webshop, fulfilment and carriers.
Not a simple chatbot. A robust operational platform that safely automates your enterprise Magento communication with control.
Connected Data
Direct access to your complete Magento data
NexReply synchronises with all crucial data points in your enterprise Adobe Commerce environment to ensure customer service runs seamlessly and without errors.
Order status and order details
Product titles, SKUs, prices and order history synchronised in real time from your Magento core database.
Shipping status and carrier tracking
Including up-to-date carrier data and shipping logs directly from Magento shipment modules.
Payment status and invoicing
Check invoice statuses, credit notes and payment processing through your Magento payment gateways.
Customer accounts and address details
Validate address history, customer information and customer-specific pricing groups via the API.
Product catalogue and stock information
Check current stock statuses directly to answer backorder questions accurately.
Adobe Commerce REST and GraphQL API
A flexible enterprise connection that integrates effortlessly with both Magento Open Source and Adobe Commerce Cloud.
Real-time API Integration
Real-time data enrichment through the Adobe Commerce API
NexReply retrieves live information via the Magento REST and GraphQL endpoints. No outdated snapshots, but the absolute truth at the moment of the customer's query.
Analyses the message & identifies the query type
Our platform immediately recognises the email's intent and starts the data lookup in the background.
Retrieves live data via the Magento API
Query real-time orders, statuses and partial deliveries via GraphQL for an immediate and accurate response.
Exceptions sent to an employee
Does an order have an unusual status or payment dispute? The ticket is forwarded immediately.
Process
From customer enquiry to automatic response with Magento data
Scenario: A customer emails 'Where is my order?' and the NexReply automation starts immediately.
Match customer & order
NexReply immediately matches the sender with the correct Magento order based on email address and order numbers.
Check status
The platform retrieves the current status: is the parcel packed, in transit or handed over to the delivery company?
Retrieve carrier data
NexReply checks the carrier's live Track & Trace data for any current delays.
Analyse events
Are there exceptions such as partial deliveries, backorders or failed delivery attempts?
Generate response
A personalised, factually correct response is prepared in your unique brand voice.
Send or review
Standard questions are sent out immediately. Complex situations are neatly prepared for manual review.
Question types
Which Magento customer queries are answered automatically
Instead of standard static templates, NexReply configures dynamic responses based on the specific customer enquiry.
Order status queries
• Where is my order?
• Status of my order
• Has my order been dispatched?
Shipping and delivery queries
• Track and trace information
• Shipping status with the carrier
• Expected delivery date
Returns and payment questions
• How do I return an item?
• When will my return be processed?
• Status of my refund
Automation
Enterprise-grade email automation without a chatbot
Magento online shops often process hundreds to thousands of orders per day. NexReply scales with your volume.
Magento Webshop Events
Order created but not yet processed
Fulfilment started or delayed with the carrier
Track & Trace active but no physical movement
Return registered but not yet received
Refund successfully processed in Magento
Dynamic Response Selection
These events directly determine the tone and content of the response. Has a parcel been delayed? The system immediately offers an apology and a tracking link. Has it not been packed yet? The customer is then given the option to cancel the order directly with one click.
INFRASTRUCTURE OVER TEMPLATES
Why
Why Magento webshops choose NexReply
Traditional chatbots guess what a customer means and produce a standard text. NexReply actually resolves the problem behind the scenes.
The traditional chatbot
Often misunderstands the context, cannot perform actions in Magento and usually still leaves a frustrated customer who wants to speak to a human member of staff.
NexReply Integration
60–80% answered automatically, response times significantly reduced, no manual searching in the Magento admin, support teams relieved during peak periods, and consistent customer communication at scale.
Ecosystem
Works with your existing stack
NexReply is not a replacement for your helpdesk or e-commerce tools, but the connecting factor between them.
Active Ants
Direct synchronisation with fulfilment status and track & trace for your Active Ants orders.
View integration →
Decathlon
Centrally connect Decathlon partner order data to your support desk for faster handling.
View integration →
Bol.com
Integrate all your bol.com customer queries and answer them using up-to-date order logs.
View integration →
Sendcloud
Shipment updates and label information available in real time in every customer response.
View integration →
Channeldock
Connect sales channels and logistics partners seamlessly to your helpdesk.
View integration →
Monta
Stock data and fulfilment updates available directly through API integrations.
View integration →
PostNL
Live status updates from the Netherlands' largest delivery service immediately visible.
View integration →View all partner integrations →
NexReply connects to virtually any system where customer data is available via the API.
Implementation
Go live in three steps
You can be live within a few days with our Magento integration. No complicated IT projects.
Create Magento API credentials
Generate a REST API key or connect our integration module in your Magento admin environment.
Connect your customer service inbox
Connect NexReply to Zendesk, Trengo or your shared helpdesk inbox.
Set instructions and go live
Configure your response rules and see recurring questions answered immediately on autopilot.
Result
Practical example of a Magento customer enquiry answered automatically
< 2 min
Average response time
Customers receive the right answer immediately, without waiting.
70%
Handled automatically
Resolved immediately without intervention from a support agent.
0
Manual admin lookups
No more searching in complex Magento backend panels.
A leading Magento webshop selling outdoor products faced hundreds of repetitive emails about shipping statuses and returns every day.
After connecting NexReply, customer enquiries are immediately matched to Magento order data, enriched with real-time carrier updates and answered in the brand's unique tone of voice. The support team now focuses exclusively on complex, individual questions.
Customer Service Lead
Enterprise Magento Partner Store
FAQ
Frequently asked questions about the Magento integration
Does NexReply work with Magento 2 and Adobe Commerce?
Yes, NexReply integrates seamlessly through the official REST and GraphQL API endpoints of both Magento Open Source (2.x) and Adobe Commerce Cloud.
Can NexReply answer Magento customer enquiries automatically?
Absolutely. NexReply is designed to answer repetitive questions about orders, shipping and returns fully automatically with real-time data from your backend.
Is NexReply a chatbot?
No. NexReply is an operational automation platform for email customer service. It combines intelligent AI workflows with direct API order data and optional human quality control.
Related
Other supported webshop integrations
Shopify
Automate your Shopify shop customer service with live order and shipping synchronisation.
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WooCommerce
Connect your WordPress WooCommerce store for real-time status updates to your consumers.
View integration →
Ready to automate your customer communications?
Start transforming your customer service today.
Plan a no-obligation demonstration with one of our experts.
