Chat 2 Pay User Guide

Salesforce ORM

Embed a Chat 2 Pay “extension” into your Salesforce CRM/OMS to allow a call center agent to trigger the payment request.

Install & authenticate Chat 2 Pay cartridge

Getting Started

  1. 1.
    Navigate to the Salesforce App Store URL that hosts the cartridge:
  2. 2.
    Click the “download” button
  3. 3.
    When prompted, authenticate yourself with your Commerce Cloud account details
  4. 4.
    The cartridge is downloaded as a zipped folder
  5. 5.
    Further instructions to complete the cartridge installation can be found in this folder
  6. 6.
    Once installation is complete, you are now ready to navigate to and use your cartridge in Salesforce

Activate Chat 2 Pay Cartridge

Log into your Salesforce Business Manager account. The Chat 2 Pay extension that you installed appears under “Merchant Tools”.
Select “Authorization” and enter the activation key generated when you configured the extension in the Clickatell Portal when prompted. Click “Submit”.
Once activated, Chat 2 Pay is ready for use by your customer service agents.

Using Chat 2 Pay as a Customer Service Agent

The agent logs into the Salesforce Customers Service Center and creates a new order in conversation with the customer by clicking “Create new order”.
The existing order management workflows are used to capture the order:
  • Select a customer
  • Set the billing address
  • Click “add product” and select the products the end-user wants to buy
  • Select a shipping method
  • Confirm order details and click “Submit order”
“Chat 2 Pay” appears as a new payment method. Select this, confirm order details, and click “Save”.
The order information is auto-populated. If the end-user’s phone number is available in Salesforce, this will also auto-populate, and can be edited by the customer service agent. Select the channel you will utilize to send the link to the end-user.