Working with widgets in the chat window
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Working with the "Customer" widget in the chat window

During a dialogue with the customer, you can immediately save the customer in the database, specify contact information and create a new order with pre-filled data.

If a new customer has started a dialogue, the "Save the customer" button will be displayed next to their login. When you hover over the name, phone number and address (fields that are available to edit from the dialogue) fields, a "pencil" icon will appear. When you click on it, a pop-up field opens where you can enter the necessary information.

If the entered data matches that stored in the customer base, a prompt will be displayed allowing you to bind the dialogue to an existing customer.


To save customers automatically, use the corresponding option in the automatic distribution bot] settings.

The chat displays the first customer's phone number from the customer card. If there is more than one number, they are not displayed in the chat.

If the customer decided to change the data in the correspondence, then it can be entered into the card of a pre-existing customer directly from the dialogue. Selecting a portion of the customer's text and right-clicking it will bring up a dialogue box with different options for selection:

  • set the first name of the customer;
  • set the last name of the customer;
  • set the customer's address;
  • set the customer's phone number;
  • find a product.

If you select one of the first four options, a window will open that will allow you to change the data. If you select the "Find a product" option, a product selection window will open with a highlighted keyword in the search line.

The "Customer" widget also displays customer duplicates, which are identified by phone number and email address. By clicking on the link with a duplicate you can merge customers.

Working with the "Product" widget in the chat window

After selecting the "Find Product" option, which was considered at the end of the section above, a PopUp product selection window will open. In the search bar the name of the selected product is filled in automatically. You can edit the value in the search bar, as well as apply filters in the left column and sort by name and price (excluding price type).

Adding a product is also possible by using the "plus" icon. After clicking, the product selection window will open, just like in the order card. The selected products will appear in the area to the right of the message box.

The ability to add products can be useful, for example, in order to track which products the customer was interested in earlier, but did not get to the checkout. You can also send the added products to the customer for approval to get familiarized with them in more detail and then add the necessary ones to the order being formed.

You can also send a product from the PopUp product selection window by clicking on the corresponding button on the right.

It is also possible to immediately create a product from the product selection form. When you click on the "Create Product" button, a new tab will open with the product creation form. After saving, you will need to return to the previous tab to add a new product to the order.

Read more about creating/editing a product through this link.

Working with the "Tasks" widget in the chat window

The "Tasks" widget shows you the current tasks related to the customer in the chat, helping you to optimise your work. For example, take a situation where, whilst discussing an order with a customer, you suggest calling them back in an hour about a possible discount for the current order. You can create this as a task directly from the chat window via the "Tasks" widget.

When creating a task, the customer is saved automatically if it has not been saved before.

The pop in window for creating a new task will open. Fill in the standard information on the timing of its execution and the responsible employee. By default, the task will be linked to the customer. If you want to link it to an order, delete the data from the "Customer" field, then the "Order" field will become editable - then enter the order number there. Save the changes. Working with tasks is described in the following article.

The created task will be displayed in the dialog with the customer in the "All" tab or in the "My" tab if the author of the task is also its executor.

To create a task, click on the "+" icon or on the "Create task" button. You will be redirected to the task editing page.

Fill in the required fields and save your changes. For more information about tasks, see the following article.

The created task will be displayed in the dialogue with the customer in the "All" tab, or in the "My" tab, if the author of the task is also the person to which the task is assigned.

The task can be marked as completed by clicking on the checkbox to the left. The completed task is displayed in the task list until the page is refreshed, or when you move to another section.

Access to the "Tasks" widget is activated in the "Chats" settings, in the "Widgets" section.

You can restrict access to tasks in the user group settings. Read more in the related article.

Working with the "Order" widget in the chat window.

The order widget allows you to browse the product catalogue, select items and place an order directly from the chat window. You can also pre-select the delivery type.

Please note that when creating an order from the chat, it is not possible to add identical product varieties. If the identical product varieties appear in a pre-created order, they will be displayed in the chat interface.

After clicking on the "Create order" button, an order is created with the specified data. Click on the "Send to the customer" button to send information about the order to the dialogue.

The "Order" widget defines new orders to be displayed in the dialogue, focusing on the following parameters:

  • Matching the store to which the dialogue channel belongs
  • Order status from the status group "New"
  • Date of order creation

After creation, the order number, current status and details on the sum to be paid will appear.


The widget shows orders that are in progress. Orders with a final status (Completed/Canceled) will not be shown in the widget.

When you click on the order number, you will be taken to the order itself. This will help you update information or make changes to the order before sending it to the customer. For example, when changing the payment type or the order details.

The "To be paid" field displays the sum to be paid by the customer for the order. The payment status is displayed to the left of the sum (partial payment, full payment or no payment). Clicking on Delivery cost will display detailed information about the delivery type, including the address. Clicking on Payment types will display the types of payment specified in the order. If the payment type with the connected acquiring module is selected, and the order itself has not yet been paid, a button for sending a link to payment will appear. When clicked, a link is generated that is identical to the one displayed in the order card. Paid types are marked in green.


When combining customers, the data in the existing dialogue will also be replaced.

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