chatstaff with Messenger

For a shop that sells on Messenger, chatstaff is the person who answers first. The customer writes to the number they already saved, in Albanian, the way they write to a shop. chatstaff reads the question, searches the catalogue you uploaded and answers about the product, the price, the colour, the size or the delivery. It is not one ready-made message for every question. The answer comes from your shop's data.

When the customer picks a product, chatstaff shows the card: photo, name and price, inside the chat. If a catalogue is connected to Messenger, the card goes as a product message; otherwise it goes as a photo with a caption. The customer does not leave the chat to search another site. If they ask for something that is not in the catalogue, chatstaff says so and does not invent a product.

The order is not confirmed by itself. chatstaff collects the name, the city, the delivery and the products, then leaves a draft for the team. A person looks at it, changes it if needed and confirms it. The customer is told the order was passed to staff, not that it is closed. No payment is taken in the chat.

When the question is outside what it knows, or the customer asks for a person, the chat moves to staff with the history. chatstaff stays quiet in that chat until someone returns it. The team sees the same thread in the panel. A small shop can cover the hours when nobody is by the phone, without leaving the customer unanswered.