To facilitate communication with your clients, PrestaShop offers you the opportunity to configure your messaging system. Discover how to proceed!
To access it: Store Settings > Contact.
The messaging system of PrestaShop is very useful for allowing your users to directly contact the appropriate person based on their needs: customer service, technical service, sales service, etc.
How to create contacts for your messaging system?
In order for your customers' messages to reach the correct recipients, it is important to configure the contacts of your store.
The Store Settings > Contact page presents you with the list of existing contacts for your store. Click on "Add a contact" to access the contact creation form.
1. Designate the contact's title. For example, it could be a person's name or the name of the service itself.
2. Add their email address. It can be identical to that of another contact.
| 💡 In the event that you do not really have a team, note that all contacts can have the same address – the clients will not know. Having different contacts can reassure your clients and give them confidence in your store, as it means that many people are working there. |
Indicate whether the messages should be recorded in the back-office customer service management tool of your store or just sent by email.
| 💡 Not saving messages can be useful for a contact such as "Partnership Proposal"; you might prefer that these messages go directly to your email inbox without being readable by your entire team. |
4. Provide a short description, not exceeding one line, as it is displayed to the client on the contact form.
5. Save to publish this new contact.
How to add a predefined message?
When you send a message to one of your clients, you have the option to save this message so that you can later reuse it and send it to other clients with similar questions or comments. To do this, click on Customer Service > Predefined Messages.
By default, a delay message is already set.
Use the "Edit" icon, represented by a pencil, to customize this message.
Create new predefined messages.
To add additional reusable messages, click on the button "Add a new command message." A creation form will then open.
- Name your message so that it can be easily found later.
- Then write the content you wish to send to your clients.
- Once these two fields are filled in, click on "Save."
You can create as many messages as you wish.
Send a predefined message to a client.
Once your predefined messages are configured, you can send them by going directly to a customer's order:
- Select the predefined message you wish to send.
- Modify it if necessary, in order to tailor it to the order or the customer.
- Activate the "Show to customer" option so that the customer can see the message.
- Click on "Send the message."
Your client will receive the message at the email address associated with their client account. To continue the conversation, please go to the Customer Service page > Customer Service in the back office.