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Customer support

«Customer support» collects your customers' questions in one section of your account: from the chat window on your website, from email, Telegram and MAX. Operators reply from one place, and the reply goes back to where the customer wrote from.

What's included

  • Chat window on your website. A button in the corner of the page opens the chat and a menu with links to messengers, phone and email. The window code is ready right after you connect the product.
  • Tickets. Every customer question becomes a ticket with a number and a status. Operators assign tickets to themselves, reply, leave notes for colleagues and use reply templates.
  • Email and messengers. Emails to your support mailbox and messages to your bot in Telegram or MAX arrive in the same «Tickets».
  • Knowledge base. Articles for your customers: you can take ready-made answers to common questions from them in the chat window.
  • Monitoring and incidents. Alerts from Sentry, Grafana and other monitoring systems arrive as tickets in the «Monitoring» folder, and you can turn an outage into an incident. Monitoring is included in the «Business» and «Corporate» plans and can be added as an option on other plans.
  • «Analytics» and «Control room». Reports on response speed and customer ratings, and a feed of what's happening in support right now.

How to connect

  1. In your account menu, open «Products» and choose «Customer support».
  2. Click «Connect» and answer the «Where will you provide support» question: in your store, your online store or on another website.
  3. The product connects right away: your account creates the first support site, and the «Customer support» section appears in the menu.

The organization owner can connect the product; other employees submit a connection request. How requests work — see the Products article.

Plans

The free plan gives you one site and one operator, with no time limit. On this plan, «Tickets» shows the history for the last 6 months.

The paid plans are «Start», «Business» and «Corporate»: more sites, operator seats, mailboxes and bots, and the full ticket history. «Analytics» and «Control room» are available from the «Business» plan.

Prices, the trial period and what each plan includes are on the product page: «Products» → «Customer support» → the «Plans» tab.

Where to start

  1. Add the chat window to your website — Site and chat window.
  2. Connect a support mailbox or a bot — Email, Telegram and MAX.
  3. Give operators access — Tickets and operators.
  4. Add FAQs with ready-made answers — AI assistant and FAQ.

Questions? Write to c-support@invoicebox.ru or call +7 (812) 448-08-01 (9:00–21:00 Moscow time).

In this section

Site and chat windowHow to add the Invoicebox chat window to your website, check that it works, and set up its look, texts and consents on the «Widget» tab.Tickets and operatorsWho replies to customers and how: operator access and seats, ticket statuses, notes, reply templates, files, ratings, «Analytics» and «Control room».Email, Telegram and MAXHow to connect a mailbox, a Telegram bot and a MAX bot to a support site: customer emails and messages become tickets, and replies go back the same way.AI assistant and FAQFAQs with ready-made answers in the chat window — on all plans and without AI. What we know about the AI assistant for visitors and the operator assistant.
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Need help?c-support@invoicebox.ru+7 (812) 448-08-01Telegram channeldaily 9:00–21:00 Moscow time
Need help?c-support@invoicebox.ru+7 (812) 448-08-01Telegram channeldaily 9:00–21:00 Moscow time