Automatic upsell item not working when added through suggested items
Answered
Zendesk Ticket: 356269
Account: Venetian Las Vegas Gaming, LLC
Region: Americas
Articles used in your research: https://supportcenter.ungerboeck.com/hc/en-us/articles/4423258891799-Upsell-Items
Related documentus post but different issue: https://documentus.zendesk.com/hc/en-us/community/posts/23990108709015
General
Business impact if not resolved: Loss of revenue/inconvenience to client’s customers.
Short Summary of issue (issue description): Upsell labor is not being added to the suggested upsell item 20 Amp (3SEL01-00020).
Macro Vertical: Convention Centers
Debug Environment:
Customer DB Location: Hosted
Database: LasVegasSands_Prod_0786107321_USI
Server: Debug-US,1433
Version: 24.42025032601
V30 Link: https://supportwebus.ungerboeck.com/LasVegasSands_Prod
User Login: usiadmin / ITRocks2014
ESC link: https://supportwebus.ungerboeck.com/LasVegasSands_Prod/app85.cshtml?aat=76464c6f675a7159716358347968546f75486f584b725a4e384335485336456a54676f4757624a59792f343d
What credentials are needed to login?: test@gomomentus.com / 123456
Recreation Steps:
1. Log into ESC link to place an order> select electrical>120 volt
2. Select 10 Amps – 1000 Watt>add labor charge
3. Select 20 Amps – 2000 Watt from suggested item box>add to cart
4. Check out and submit order>review order under service orders in backoffice.
5. Service order items won’t show the labor charge for 20 Amp (3SEL01-00020).
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Observed vs. Expected Results: When the item is added through suggested items it will not give the option to add the upsell labor, however, if the 20 Amp is ordered by itself then it will add it to the order. This can be observed by comparing orders 1222712 & 122273
What does the client want to accomplish: They would like for the upsell labor be added to the 20 amp item when ordered through suggested items.
Attachments:
Attachments or screenshots:
Order 1222712 where 20 amp is ordered by itself
Order 1222713 where 20 amp was added through suggested items:
Suggested item box from their portal:
Price list configuration for item 20 Amp (3SEL01-00020):
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This is an ESC question, so tagging @... or Minka Verkaar to review
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@... or Minka Verkaar could either of you provide any insight for the client?
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Zach Lono Thanks for the question regarding how upsell labor costs are handled when items are added to the cart via Suggested Items in ESC.
To clarify, upsell logic in ESC does not operate in a nested fashion. This means that if an item (Item A) has upsells (like Item B and C), and one of those upsells (e.g., Item C) also has its own upsells (like Item D), the system will not prompt the user for Item D. This design prevents circular or infinite upsell prompting, which could degrade the user experience.
With regard to labor cost application:
- Labor costs for upsell items are only applied if those items are directly selected as upsells during the original prompt.
- If a user adds an item via the Suggested Items section (rather than through a direct upsell prompt), the upsell logic—including the application of additional labor costs—is not triggered in the same way.
- In newer systems like OSB and OEO, Suggested Items function more as navigational links rather than interactive prompts, reinforcing that these interactions are not designed to drive the same kind of labor logic as traditional upsell flows.
As of now, this behavior is not configurable. The logic is intentionally designed this way to maintain clarity and prevent recursive upsell loops.
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@... thank you for clarifying this. I was of the same thought process since the item would add the upsell when added to the cart and not through the suggested items. I'll be sure to pass along this info to the client.
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In case anyone is following, an fyi that we've added a new article with the information shared above: https://supportcenter.ungerboeck.com/hc/en-us/articles/35149566630807-Upsells-in-Exhibitor-Service-Center
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@... - Should the above article you stated should be in draft state or published?
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On the ClickUp task, I have it marked as awaiting review; I honestly don't remember if I got sign off and just missed this or what. If it looks good to you, Himanshu, I'll get permissions updated so clients can see it.
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Thanks, Linda. I haven’t reviewed or tested the full ESC workflow yet, but if the details above are accurate, it should help address the questions we’ve been getting from customers around ESC‑related upsells.
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Himanshu I've reread the comment that I based the article on and I think we're good. I've published it!
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