Chat with customers

Plan availability: Pro. Customer Chat requires Pro. The active production feature matrix is authoritative if an administrator changes an entitlement.

Open Messages

1. Open Messages.
2. Select a conversation.
3. Review the customer and linked order context.
4. Reply with text or an image.
5. Resolve the conversation when the question is complete, or reopen it when follow-up is needed.

How delivery works

The customer panel and dashboard use a realtime connection when available. If the socket is unavailable, the message send path falls back to REST. Unread messages can trigger an email fallback after five minutes when the recipient remains offline.

Common problems

• Chat requires Pro in both page loading and message mutations.
• Closing the customer panel does not necessarily disconnect the customer socket.
• Opening the chat marks messages read and can prevent the unread fallback email.
• Chat replies are tenant-scoped; confirm the conversation before sharing order details.

Next steps

• Manage customer notification preferences
• Customer accounts and order history

Keywords

chat, Messages, customer conversation, live chat, unread messages, reply, order context