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A ticket is generated whenever a customer messages you. However, DelightChat counts it as a billable ticket only when a human replies to a ticket. So if you receive an email or message, but you do not reply to it, that ticket is not counted against your monthly tickets quota.
You can exchange as many messages within the same ticket as you need, there is no restrictions on it. It will still be counted as one billable ticket only.
Within a billing cycle, we only count a unique ticket once. So if it is re-opened within the same billing cycle, we count it as one billable ticket only. However if the ticket were re-opened in a future billing cycle (say after a month or more), then it is counted as a billable ticket in that future billing cycle.
A ticket is part of the billable tickets quota only when a human responds to it. If an automation rule sent a reply, the ticket is not counted as a billable ticket until a human replies to it.
If you cross the tickets in your plan, the app will continue to function normally without any restrictions. However, you will be charged an à la carte fee according to your plan.
View the Shopify customer profile and order info of an incoming ticket within DelightChat.
Coming soon: View, edit, cancel, duplicate and create new Shopify orders within the DelightChat dashboard.
Connect your support@ or help@ email addresses to DelightChat. Your entire team will then be able to access the inbox, collaborate, assign customer tickets, and ensure no customer issue gets missed.
You can even connect your work email firstname.lastname@example.org and manage it within DelightChat.
DelightChat supports Facebook Messenger, post & ad post comments, Instagram post & ad post comments.
Coming soon: Instagram DMs.
We treat our customers like VIPs, the same way you treat your customers. The same exceptional support is included in all our plans. We usually respond to queries within an hour, with a maximum turnaround time of 12 hours.