How to Access and Start Chatting with Customers

When it comes to providing excellent customer service, being able to chat with your customers in real-time can make all the difference. Here’s a step-by-step guide on how to access and start chatting with customers using the "Live Chat, Contact Form & Ticket System" module in PrestaShop.

1. How customers start a chat

Customers will see a chat window in the lower corner of the screen on your website’s front office. To initiate a conversation, they will need to:

• Enter the required information (e.g., name, email, phone number).
• Select the appropriate department.
• Type their first message and click send.

2. How admins and staff chat with customers

Once a customer has sent a message, the process for admins and staff to respond is as follows:

• In the back office, the admin or the staff member from the corresponding department will receive a notification of a new message.
• The admin or staff member will accept the customer's message and begin the chat.
• If auto-reply messages are set up, customers will receive these automatic responses while waiting for the admin or staff to accept the chat.
• Admins and staff can use pre-made messages to quickly reply to common questions, saving time and providing quick responses to customers.

3. Message statuses

Throughout the conversation, both the customer and the admin/staff can see the status of the messages:

• Sent: The message has been sent from the sender’s side.
• Delivered: The message has been delivered to the recipient.
• Seen: The recipient has seen the message.
• Writing: The sender is currently typing a message.

Conclusion

By following these steps, you can efficiently manage customer inquiries and provide timely support through the "Live Chat, Contact Form & Ticket System" module. This system not only enhances the customer experience but also streamlines the support process for your team.