The customer support page experience
You want to understand exactly what your shoppers go through on the support page.
The support page guides a shopper through three stages and gives them simple ways to wrap up — or resume — a conversation.
The three stages
- Contact details — the shopper enters their name, email, and (optionally) phone, depending on how you've set the phone field.
- Browse quick answers & topics — they can pick a topic or get an instant quick answer before chatting.
- Chat — they talk to the agent, which answers, looks things up, and hands off if needed.
How the chat opens
You choose the Start experience in Customize:
- Identity first — the shopper enters their name and email up front, then browses and chats.
- Intent first — the shopper opens on the browse screen (topics and quick answers) and starts chatting right away; the agent captures their name and email just before its first reply.
Either way the same three stages happen — the start experience only changes the order in which the shopper hits them.
Resuming and closing
- Resume. A shopper returning with the same email can pick a conversation back up.
- Three close actions (icon buttons in the chat header): Mark as resolved, Close conversation, and Start a new conversation.
Lock panels
If a conversation reaches its message limit, or a shopper trips a rate limit, the message box is replaced by a lock panel showing your message and your contact channels — so they always have a next step. You control this copy in Settings → Security Restrictions (see Security Restrictions).