Installation of this module assumes its further configuration. Namely, you can create communication groups which are available in the dropdown list on the front end. The number of groups is not limited. It is up to a shop holder to decide how many and what kind of groups are to be involved in the communication process depending on the business specific.
The communication process is displayed as a chat.
Besides messaging there is a possibility to attach files if necessary.
According to the default settings a request reply is directly sent to a client. But it is also possible to forward requests to other communication groups if a client sent a request to an irrelevant group.
An appropriate manager who is responsible for certain issues (sales, delivery, shipment, return, replacement etc) is assigned to an appropriate communication group. Communication module allows to connect managers from different communication groups to process irrelevant requests. It makes it possible to solve a problem quickly, without involving a client in the details of internal messaging between departments.
All the participants of the communication process receive email notifications about new messages.
After solving the problem on request the case gets status “Closed” by a manager. When a client sends a new request within this case, the case status changes to “Open” automatically. This allows cases to be processed within the system. “Open”, “In progress”, “Closed” statuses can be renamed, but cannot be deleted. If necessary, various statuses can be added manually.
This module is used both in the backend and on the front end. In the backend it is available under the Communication tab, on the front end it is available under the Communication history link or in a customer’s account or under the Communication link in the footer.
Widgets and pages:
Communication page has 4 widgets: new topic, new topic button, topic list and post list. Account page has a new topic widget. The pages messages communication, messages communication action new topic, messages communication action posts and messages communication action no logged are added to this module.
Admin chat module - communication among administrators (build in module)
Tawk.to module - communication among an administrator(s) and a customer(s) (3d party account required)