Overview

Customer context lets a draft cite what a customer actually bought, pays for or is licensed for. When someone writes in about an order, a renewal or a license, Overdesk looks them up in the stores and billing systems you connect, so the draft answers the question instead of asking the customer to repeat their order number.

Sources you can connect

Source	Category on Integrations	What a draft can cite
Stripe	Billing	Subscriptions, prices, renewal and end dates, failed payments, recent invoices
Shopify	Commerce	Orders, what was paid, what has shipped, order count and total spend
WooCommerce	Commerce	Orders, what they cost, order status, refunds, order count and total spend
Freemius	Licensing	License plan and status, expiry, sites in use, payments and refunds

Plans

Customer context is part of the Pro and Scale plans, and of the free trial. On Assist, each of these sources shows Included on Pro and Scale in place of its connect form. If a workspace moves to Assist with a source still connected, its page says Connected, but not in use on your plan and drafts stop citing it. Moving back to Pro resumes it on the next draft, with nothing to reconnect. See Plans and pricing.

How it works

1. An admin connects a source from Integrations. Overdesk only reads through every connection, and each setup page asks for the narrowest key that system offers.
2. Each time a draft is written, Overdesk looks the customer up by the email address they wrote in from, in every source you connected, at that moment.
3. The draft gets their recent history: up to the 10 most recent orders and the 5 most recent payments, plus totals such as order count and lifetime spend when the source can show the whole history.
4. Your team reads the draft, with those details in it, before anything reaches the customer. (On FreeScout that holds for draft replies only with an API and Webhooks module 1.0.103 or newer: see Where drafts go.)

A source that is slow or unavailable does not stop a draft. Overdesk waits a few seconds at most, then writes the draft without it.

What Overdesk keeps

Overdesk reads these systems while it writes each draft and keeps no copy of the orders, subscriptions, licenses or payments it reads. For each draft it records only which sources it checked, and whether each one found the customer, had no record of them, or could not be read. The draft's own text, including anything it quotes, is stored like every other draft. Disconnecting a source deletes its stored credentials, and there is nothing else to remove.

Names that a store or billing system holds are masked before anything reaches the AI model, the same way the name from your help desk is, and restored in the draft your team reads. See How customer data is handled.

What it never does

• It never changes anything in these systems: no refunds, cancellations, charges, order edits or license changes.
• It never reads a whole license key into a draft. Freemius licenses show the last four characters of the key only.
• A purchase made under a different email address, or as a guest in WooCommerce, is invisible to the lookup. Drafts are told the account data may be incomplete and never to tell a customer that an order or license does not exist.