Reference · built on requestOperator by FibricCustomer support

VIP Lane

Reads lifetime spend, account stage, and open orders when a conversation arrives. Proposes priority handling and a named owner.

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About

A new conversation carries an email address and a subject line. Whether the person behind it has ordered many times or never is in the store, and whether an account manager owns the relationship is in the CRM. VIP Lane reads those three places at the moment a conversation arrives: the customer's lifetime spend and order count, any order still open, and the account and its owner.

When the customer matches the lane you defined, it proposes a priority and a named owner for the conversation. A lead approves, changes the owner, or declines. The conversation is updated once, and the record shows which signal put it in the lane.

This is a reference listing. It documents what Fibric would read from VIP Lane and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • New conversations in Kustomer or Zendesk as they arrive, with channel, requester, current priority, and assignee
  • Lifetime spend and order count on the Shopify Customer object: amountSpent, numberOfOrders, lastOrder, and tags
  • Orders still open in Shopify or Magento, read through displayFulfillmentStatus and displayFinancialStatus on each order
  • The matching account and its owner in Salesforce Sales Cloud or HubSpot, including a HubSpot company's lifecyclestage
  • Which SLA policy Kustomer applied to the conversation, since Kustomer takes the first policy that matches from top to bottom
  • The lane definition you set: which spend, order, and account values qualify

Proposed actions

  • Target capability: propose a higher priority on the conversation in Kustomer, or urgent, high, normal, or low on the ticket in Zendesk
  • Target capability: propose a named owner: assignedUsers in Kustomer, or assignee_id and group_id in Zendesk
  • Target capability: propose an internal note for the agent with the customer's spend, order count, open orders, and account owner
  • Target capability: propose a tag naming the signal that qualified the conversation, so lane volume can be counted later
  • Target capability: propose a ticket priority change back down when the qualifying order ships and no other signal remains

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Route a top customer's email to a named agent

    A conversation arrives in Kustomer from an address whose Shopify customer record shows a high amountSpent. The operator proposes priority and a named assignee; the lead approves and the conversation moves once.

    With Kustomer, Shopify

  • Flag a ticket from an account with an unshipped order

    A Zendesk ticket arrives while a Magento order for the same customer is still unfulfilled. The operator proposes high priority and a note showing the order state so the agent answers with it in hand.

    With Zendesk, Magento

  • Put the account manager on the thread

    The requester matches a HubSpot company with an owner. The operator proposes the owner as assignee in Kustomer and an internal note naming the account stage.

    With HubSpot, Kustomer

Requirements

  • A support connector with priority and assignment writes: Kustomer or Zendesk
  • A commerce connector with customer spend and order status: Shopify, Magento, BigCommerce, or WooCommerce
  • A CRM connector for account ownership: Salesforce Sales Cloud or HubSpot
  • A lane definition from you: the spend, order, and account values that qualify a conversation
Authentication
Runs on the credentials of the support, commerce, and CRM connectors you attach. It holds no key of its own and changes no priority without approval.

Limits

  • Shopify's amountSpent and numberOfOrders cover orders placed at that store. Purchases made elsewhere are not in them
  • A conversation is matched to a customer by email address or phone number. A message from an unknown address gets no lane
  • Zendesk ticket priority has four values. Finer tiers are carried in tags, not in priority
  • Kustomer applies SLA policies in list order. The operator reports which policy matched and does not reorder your policies

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

What does the lead approve before a conversation moves?
Each lane placement: the conversation, the signal that qualified it, the proposed priority, and the proposed owner. The lead can change the owner or decline. Approval updates the conversation once. Until then it sits where the support tool routed it.
What record is left on the conversation?
A receipt on the conversation: the spend, order count, open order, and account owner that were read, the priority and owner proposed, who approved, and when. The tag stays on the conversation so lane placements can be counted by period.
Does it ever change priority on its own?
No. Every priority and owner change is a proposal. A person approves before anything is written, and each change is written once. If the conversation is closed before approval, the proposal is withdrawn and noted.
Ask about VIP Lane

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy