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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.
Example: say you receive WhatsApp messages from 100 unique customers. And you reply to 90 of them. Those 90 are counted in your monthly plan.
Example 2: say you receive 50 emails, you reply to 40 of them. Those 40 are counted towards your monthly tickets quota.
Within the same ticket, you can send & receive as many messages as you need. It is counted as 1 ticket.
Generally, most brands get billable ticket volumes that are 20-30% of their order volume. This number may vary by industry.
You can exchange as many messages within the same ticket as you need. It will still be counted as one billable ticket only.
For example: A customer emailed you, and you replied to it. Then the customer replied and you did this back-and-forth 20 times in the same email thread. This entire thread is still counted as 1 billable ticket only.
Within a billing cycle (a 30 day period), we only count a unique ticket once.
So if a ticket gets re-opened within the same billing cycle that it was originally generated, we still 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 agent from your team replies to the ticket.
To manage WhatsApp messages inside an shared WhatsApp inbox software like DelightChat, you need access to WhatsApp API. Our team will help you setup your profile and get access to WhatsApp API after you sign up.
Yes! DelightChat seamlessly integrates with Facebook Messenger, post & ad post comments.
You can also reply to Instagram DMs, story mentions, post & ad comments. Integrate in 2 minutes and get started.
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 email@example.com and manage it within DelightChat.
Connecting an email address is simple and takes only a few minutes.
That's right! After you connect your email address to DelightChat, you need to configure the DNS records in your domain registrar, i.e. the website from where you purchased your domain.
The DNS setup only takes 2 minutes, and after that all email replies from DelightChat will be sent using your original email address.
DelightChat offers a full marketing suite using WhatsApp API. Apply for custom message templates, send broadcast promotional campaigns to your customers by simply uploading their phone numbers. Promotional messages can include images, videos, or even documents.
With our Shopify integration, DelightChat also offer Abandoned Cart Recovery, Order Confirmation, Order Tracking, and Cash on Delivery Confirmation message templates sent via WhatsApp API.
1 unique phone number = 1 contact. Using our WhatsApp Marketing features, you can send marketing messages using the official API to your customer list.
Suppose you have 10,000 unique customer phone numbers, and you send each customer 5 messages per month. DelightChat counts that as 10,000 contacts as we only look at unique phone numbers, and not total messages sent to those numbers.
WhatsApp charges fees that are based on conversations, applicable to both support & marketing, which you can find here on Facebook's website. We charge WhatsApp's rates as is, with no markup.
Yes! You can port over very easily to DelightChat from any other vendor. You also retain the same phone number while porting over.
Yes, you can get WhatsApp API access for more than one phone number from DelightChat.
The first WhatsApp API number comes free of charge and is included in all plans.
Every additional WhatsApp API number will cost an additional $25 / month.
Bulk volume discounts.
View the Shopify customer profile and order info of an incoming ticket within DelightChat.
Yes! DelightChat's unique architecture makes it a breeze to connect multiple brands and online stores, all under one account. You do not need to create separate accounts, or buy separate licenses. We do not charge extra for connecting multiple brands and stores.
Yes! DelightChat is built for easy collaboration between your team members. Invite all your team members at no extra charge.
No more taking screenshots, sharing and discussing it in Slack, and coming back to the helpdesk to reply to the customer. That entire discussion can happen seamlessly within DelightChat.
DelightChat has created the quintessential widget for every ecommerce store - one that enables your store's visitors to contact you easily, track their order status without talking to an agent, or browse your help center articles with the click of a button.
You can preview the self-service widget in our live widget demo.
Yes! Our self-service widget allows you to create help center articles, which are then accessible to your store visitors and customers in one click.
Preview the help center widget in our live widget demo.
That's right. The self-service widget contains a Contact Us widget, which enables people to reach you in just a few clicks.
Preview the contact us form in the self-serve widget in our live widget demo.
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.
We are strong promoters of entrepreneurship. To support new businesses and online brands that are early in their journey, DelightChat has a Free forever plan if you receive under 100 tickets / month. Sign up today.
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.
Our team is ready to answer your questions or assist you in setting up DelightChat. Pick a time as per your convenience using this link to get on a call with our team.