Customers can reach you two ways: by tapping Chat in your wallet, or by texting a keyword to your number. Both land in a queue in your portal, where your team answers them one by one and marks each one done.
Wallet · Merchant guide
Live Chat
For customers already in your wallet. They start a chat there, and you reply from the Live Chat page.
SMS Help Desk
For anyone with a phone. They text your support keyword to your number, and the conversation opens as a ticket.
One habit for both
Pick the next person in the queue, answer, close it. Nothing gets lost between shifts.
Which one to use
| Live Chat | SMS Help Desk | |
|---|---|---|
| Customer starts it by | Tapping Chat at the bottom of your wallet, or opening your live chat link | Texting your support keyword (for example SUPPORT) to your number |
| You need | Nothing extra | An approved SMS number |
| Where you answer | Attract Visitors > Get Found > Live Chat | Engage Subscribers > SMS/MMS > Help Desk |
| You finish with | Close Chat | Save As Resolved |
Live Chat
- In the left menu, open Attract Visitors, then Get Found, then Live Chat.
- The Live Chat Queue on the left lists everyone waiting, by phone number or email, with the time they started.
- Click a person to open the conversation on the right. If they’ve verified their phone in your wallet, their number appears above the chat; otherwise it shows Customer not identified.
- Type in Your message… and click Send.
- When you’re done, click Close Chat.
Share your chat page. The top of the page shows your live chat address with Copy, Share, QR Code, Preview and Open. Put the link or QR code anywhere a customer might have a question: your website’s contact page, a table tent, a receipt.
SMS Help Desk
- In the left menu, open Engage Subscribers, then SMS/MMS, then Help Desk.
- Under Select a Customer Service Number, pick the number whose texts you’re answering. Your support keyword is shown at the top right.
- The queue lists open tickets by phone number and time. Switch the Displaying toggle to see resolved tickets instead.
- Click a ticket to open the conversation. You’ll see the customer’s messages, your replies and any automatic responses in order. View Subscriber Details opens what you know about that customer.
- Reply in Your message… and click Send. Use Media File to send a picture from your media library, such as a map or a how-to screenshot.
- When the question is answered, click Save As Resolved. The ticket moves to resolved, with its history kept.
Try it yourself first. Text your support keyword to your own number from your phone, and watch the ticket arrive.
Set up the Help Desk
These live on Engage Subscribers > SMS/MMS > Setup > Phone Numbers:
- Configure (the cog on your number) holds the Help Desk Keyword customers text to start a ticket, and the Help Desk Queue Response, the automatic reply they get straight away (for example, “Thanks, someone will be with you shortly”). The settings are locked until you untick Lock Settings; they lock again when you save.
- Help Desk Tools gives you a website support button (shows on phones only) and a support QR code to download, so customers can text you without typing the keyword.
Good to know
Close what you finish. An open chat or unresolved ticket looks like someone still waiting. Closing them keeps the queue honest for whoever is on next.
Keep a few images ready. Directions, a map, opening hours or a how-to screenshot in your Media Files lets your team answer common questions with one tap.
See how your Help Desk is doing. View Analytics > Subscribers > Help Desk charts tickets over time. See the Help Desk analytics guide.
Why it matters
A quick answer keeps a customer. Most questions are small: opening hours, how to use an offer, where to park. Answering them where the customer already is, in their wallet or their texts, turns a moment of friction into a reason to come back.
Related guides
- Send a text message to all your subscribers
- Get customers to join your text list with a keyword
- Turn website visitors into text subscribers
Questions? Ask in Engage Subscribers and we’ll help.
Merchant guide. A plain-language explanation of Live Chat and the SMS Help Desk, not a substitute for the terms in your agreement.