Installing the Self-Service Portal

Updated 2 months ago by Amy Elenius

Our self-service portal is a feature which can be enabled on your chat widget. It allows your customer to check their order status, tracking number, and shipping information, as well as to create templated tickets when reporting order issues. This means that your customer don't need to start a chat with your agents in order to get the needed information. Therefore, our self-service chat portal can easily deflect and automate up to 30% of your chat tickets!

How it works

Shoppers can log into the self-service portal on your chat. They can choose to receive an one-time password (6-digit verification code) via email or SMS and log in by inputting the code that they receive in the self-service portal. The option to log in using email and order number is also available if they are unable to log in using the one-time password.

Please note that at the moment the one-time password login is only available for English speaking stores but we're working on bringing this to other stores very soon.

Setup instructions

Before you begin, let's confirm real quick that your store is compatible with the self-service chat portal!

To activate the self-service portal in your Shopify store, you must be using:

1. The newest version of the Gorgias chat on your website

Customers using the depreciated chat must migrate to the new chat to use this feature. If you do not have one, you must first create a Gorgias chat integration to use the self-service portal.

2. Shopify for your backend

The self-service portal is not compatible with other e-commerce platforms just yet, such as Magento or BigCommerce.

Ready to go? Please follow the instructions below in order to install the portal:

  1. In Gorgias, click on Settings > Self-service (under Automation) and then pick the store that you want to set up the portal on:

  1. Next, simply click on the store name and a new page will open up. Here you can pick which options will be visible on the customer's end.

  1. As you can see two of the options, Returns and Cancellation, have some additional settings that you can adjust.
    1. Returns:
      This option will allow your customers to file a return request directly from your self-service portal. You can choose the conditions for eligibility, either Order Created or Order Delivered.
    You can choose how long ago for both, as an additional condition on the following page.
    1. You can choose the eligibility window for Cancellation as well - Unfulfilled, Processing Fulfillment or Pending Delivery.

Perfect! Feel free to check out how it looks like on your webpage. Your customers will now see the self-service portal interface when they open your chat widget. If they prefer to start a conversation with an agent instead, they'll still be able to do that as well.

Manual Installation

If you are using a headless Shopify website or you have already manually installed the chat widget, please copy and paste the code below beneath your chat widget installation code in order to manually add the self-service portal feature. You will have to update the following code by providing your Shopify permanent store URL:

<script>
var gorgiasChatInterval = window.setInterval(function() {
if (window.GorgiasChat && GorgiasChat.hasOwnProperty("on")) {
GorgiasChat.setShopifyContext('your-store.myshopify.com');
window.clearInterval(gorgiasChatInterval); // do not delete this line
}
}, 50);
</script>

Troubleshooting

  • I'm seeing the following error message on my self-service portal settings page:

If you are seeing this error message, then you don't seem to have an active Shopify store integration or an active chat integration at the moment. You must integrate your Shopify store with Gorgias and activate the chat integration in order to enable the self-service portal.

  • I took part in the beta program and now my self-service portal isn't showing up or working as it was previously.

If you participated in the Beta Program and installed the chat before 02/05/2020, you may need to reinstall the chat self-service portal. If your self-service portal is showing up and running as expected, you do not need to change anything.

FAQs

  • How are billable tickets calculated for the self-service chat portal?

Right now, a self-service chat portal ticket is only considered billable if the customer reaches an agent.

This can be done either by clicking the "Talk to agent" button and creating a live chat or going through the issue-reporting flow to create a templated tickets. If a customer clicks the "track" button and does not open a ticket, this is not considered billable.

Later, we will add returns and cancellations flow as well, which, at first, will also create templated tickets. These will also be considered billable tickets).

Over time, as we build more complex automation flows that can create and close tickets without agent input (i.e. return flow that creates return labels), these tickets will be considered billable. We will provide more information as we build out new functions for the self-service portal!

  • Once the customer started a chat with an agent and it's still ongoing, when will the chat revert back to the self-service portal?

Once the customer starts a chat with you, they will still be able to go back to the self-service portal dashboard by clicking on the little arrow next to the chat icon as shown on the screenshot below:

However, if the last message in the chat was your agent's message and the customer didn't get back to you after that for 24 hours, the chat will revert back to self-service on its own. This means that, if the customer comes back and opens the chat once again after 24 hours, they won't see the conversation that they had with the agent any longer. They will be prompted to start a new one, or use the self-service portal.


What do you think? Yay or Nay?