Setting up support chat and WhatsApp on EdCommerce

Walks through configuring the live support chat on an EdCommerce site under Settings > Support Chat. Covers the three configuration sections: Style (colors including custom hex, chat icon, chat logo), Availability (available hours and timezone, welcome message, and choosing between the EdCommerce chat or WhatsApp), and Groups (creating team groups, ordering members by priority via drag-and-drop, and assigning a group to a specific provider or site section). Also covers connecting WhatsApp Business as the support channel instead of the in-app live chat — chosen under Availability by entering the country and phone number that should receive messages, which replaces the chat icon with the WhatsApp logo and redirects students to WhatsApp.

Providing exceptional customer support is crucial to the success of your business. One of the most effective ways to provide customer support online is through a live support chat.

By having a support chat, you can answer your students' questions and provide assistance in real-time.

Support chat

Step 1: Access the Support Chat Settings

The first step is to access the support chat settings.

Simply go to Settings > Support Chat

You already set some of this information when you created your site, but in this section, you'll finish customizing it.

Step 2: Customize your Support Chat

When you pull down the support chat menu option, you will see 3 sections:

Style

Under "Style," you'll be able to customize the appearance of your support chat.

• Colors: You can choose one of our default colors or select a custom hex color (colors with a code like #DFS344).
• Chat Icon: Use the default chat icon or upload your own.
• Chat Logo: Use our default logo or upload your own.

Availability

In the availability section, you can manage your support chat availability, set a welcome message, and select the type of chat you want to use.

• Available hours: First, you can pick the hours you'll be available and your timezone. If students try to contact you outside these hours, they'll see that you're unavailable and be informed when you'll be back (displayed in their own timezone to avoid confusion).
• Welcome Message: This message will be shown to students when they open the chat. Give them a warm introduction or any essential information!
• Chat Type: You can select between the EdCommerce chat or WhatsApp, whichever suits your preferences and needs best.

Groups

In the "Groups" section, you can customize who from your team should respond to the chat inquiries based on the provider or the section of your site.

• Create your group/s: Click on "Create Group Team" and then click on "New Team Group."
• Add your team members: Add all the team members that you'd like to include together with their names.

Make sure you add your team members in order of priority; you can change the order just by dragging and dropping their cards.

• Assign your group to the right place: Once created, click on the 3 dots icon to edit the group members, delete the group, or assign it to a provider or section on your site.

By following these simple steps, you can fully set up your support chat and provide your students with the assistance they need in real-time. If you need further assistance or have any questions, don't hesitate to contact our team.

Connecting WhatsApp Business

On EdCommerce, you can choose to use the in-app live chat functionality or connect it to your WhatsApp Business to use this tool for your chat support instead.

To activate WhatsApp Business, go to EdCommerce Settings > Support Chat > Availability

Here, you can choose between WhatsApp and the EdCommerce Live Chat. If you opt for WhatsApp, you will need to set up the country and the phone number where you want to receive the messages.

This will activate WhatsApp Business as your preferred chat option, replacing the chat icon with WhatsApp's logo and redirecting students to WhatsApp when they click on it.

Don't forget to configure the pages where you want the support chat to be available and identify the teams that will be in charge of it.

Go to Support Chat > Groups and create the different groups of people that will manage this chat. You also need to specify on which pages or providers you'd like the chat icon to appear.