What you can configure and what requires Pipe17

Overview

Most connection work in the app is configuration that you, or a systems integrator (SI) working with you, can do directly: turning flows on and off, editing settings and mappings, and setting up routing and automation. Some work, such as building or extending a Pipe17 connector, is done only by Pipe17. This article explains where that line is, so you know what you can change yourself and when to contact Pipe17.

Three things "custom connector" can mean

"Custom connector" is used for three different things. Knowing which one you mean tells you who does the work.

What you or your SI can configure

You can make these changes in the app without contacting Pipe17:

• Integrations: Add and connect catalog connectors, and turn flows (orders, inventory, fulfillments, products) on or off.
• Connection settings: Change any setting shown on a connection's Settings tab.
• Mappings: Edit custom mappings on a connection to change how fields are sent or received. See Customizing mappings in Pipe17.
• Shipping method mapping: Map shipping methods between systems. See Shipping Method Mapping.
• Routing and automation: Set up routing rules, Automation Engine rules, and exception rules. See Setting Up Automation Engine.
• Custom integrations: Build and host your own integration against the Pipe17 public API, for a system that has no catalog connector.

What requires Pipe17

These changes are made by Pipe17. Submit a support request to start them:

• Hidden settings: Some connection settings are not shown on the Settings tab and are turned on by Pipe17 Support. Connection articles call these out, for example "Contact Pipe17 Support to enable".
• New settings or options on a catalog connector: Adding a setting, a new option, or a new field to a catalog connector is a change to the connector itself.
• Baseline mappings: Each catalog connector has default (baseline) mappings that Pipe17 maintains for all customers who use that connector. You can override them with custom mappings on your connection, but changes to the baseline are made by Pipe17.
• New catalog connectors: Building a connector for a system that is not in the catalog.
• New flows on an existing connector: Using an existing connector for a flow it doesn't support today, for example pulling returns from a system that currently only sends orders.

Pipe17 may deliver some of this work as professional services. Standard Support doesn't include feature enhancements or custom work; see Support Levels for what each support level covers. Your Pipe17 contact can tell you whether a request is included in your plan.

Example

You use Shopify and a 3PL from the Pipe17 catalog, and you want to:

• Send a gift message from Shopify to your 3PL. If both connectors already carry the gift message field, you or your SI can add it with a custom mapping.
• Turn on a cancellation setting that the connection article says requires support. Submit a support request; Pipe17 Support turns it on.
• Send returns from your 3PL into the app, but the 3PL connector doesn't support returns. This is a new flow on a catalog connector, so Pipe17 does the work.

Best practices

• Check the connection article first. Each catalog connector article lists its settings and flows, and calls out settings that need Pipe17 Support.
• Make changes in custom mappings, not by asking for baseline changes, when the change only applies to your business.
• Include the connection name, the flow, and an example record when you submit a request, so Pipe17 can scope it quickly.

Need Help?

If you need additional assistance:

• Use Ask Pippen, our AI agent, located at the top of the platform page.
• Submit a support request with as much relevant detail as possible. Learn how to submit a request.

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