Extract commercial intent
The agent recognizes an upgrade request and connects the conversation to the correct account.
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03 Reference workflow · Expand
Support-Led Upgrade
A support or customer-success conversation becomes a completed upgrade inside the channel where customer intent first appeared.
Initiated byCustomer success agent
Intended outcome
The agent presents an account-specific offer, receives confirmation, and executes the subscription change without opening a RevOps ticket.
Zendesk or IntercomBillingEntitlementsCRMProvisioning
Transaction path
From intent to completed outcome.
A customer asks for more seats, a higher plan, or an add-on in Zendesk, Intercom, or another support surface.
Build a contextual offer
Eligible products, contract pricing, proration, and entitlement changes are presented in the thread.
Capture customer approval
The transaction pauses for explicit confirmation when the account or policy requires it.
Finish the change in-channel
Billing, entitlements, provisioning, and CRM update before the conversation closes.
Commerce contract
One action. Explicit context and control.
Context required
- Conversation and customer identity
- Current products and entitlements
- Account-specific upgrade paths
- Pricing, contract, and billing state
Guardrails applied
- Verified customer identity
- CSR action permissions
- Explicit customer confirmation
- Approved products and discount boundaries
REFERENCE REQUEST
POST /api/v1/preview/plan-change
{
"subscriptionId": "sub_2048",
"targetProductId": "prod_growth"
}
POST /api/v1/subscriptions/sub_2048/change-plan
{
"productId": "prod_growth",
"priceCents": 480000,
"billingInterval": "annual"
}PeakCommerce result
200 OK
{
"status": "changed",
"subscriptionId": "sub_2048",
"productId": "prod_growth"
}Availability and downstream effects depend on the billing and product integrations configured for the tenant.
Take the next step
Map this action to your commerce stack.
Start with this workflow already selected, then identify the billing, customer, and product systems involved in executing it.