1
Ask Omnilinker to switch it on
Customer service is off until Omnilinker switches it on for your organization, and SMS is a separate switch. When it
is on, the Customer service group appears in the menu. If you want to send text messages, ask for SMS too.
See Modules and feature availability.
2
Give people the permissions
Give the people who will use it the permissions in the table below. Users with none of them see no
Customer service group. See Users and roles.
3
Set up an e-mail sender
Open Customer service > Senders. Either add an address on your shop’s own domain and put a few DNS records
at your domain’s provider, or use the shared sender, which needs nothing. Nothing is e-mailed until a sender is
Verified. See Send from your own domain.
4
Connect your SMSAPI account (for SMS)
Text messages go out through your own SMSAPI.pl account, and SMSAPI bills you for them directly. Under Senders >
SMS senders, add a sender and connect your account with an access token. See
Text messages (SMS).
5
Check the quiet hours and limits (for SMS)
No SMS goes out between 21:00 and 08:00 unless you change it, and your organization sends at most 500 SMS a day. Open
Administration > Settings > Customer service > General to change them. See
Customer service settings.
6
Set your time zone
Quiet hours and the daily limits follow your organization’s time zone, Workspace > Time zone. Until you set
one, Omnilinker uses Polish time (Europe/Warsaw). See Settings.
7
Fill in your shop details
Open Administration > Settings > Customer service > Shop details and enter the shop name that signs your
messages, your pickup address and your opening hours. A ready-for-pickup message can’t be sent without the last two. See
Customer service settings.
8
Look at your templates
A message to a customer is filled in from a template. Omnilinker starts you with five: Delay notice,
Ready for pickup, Quote sent, Thank you and Review request. The first two are what Message buyer and
Tell buyers about a delay use. Open Customer service > Templates to read or change them. See
Templates.
9
Give pickup orders a Ready for pickup status
If customers collect orders in your shop, add an order status of the type Ready for pickup. It is how the
automatic pickup message knows that an order is ready. Omnilinker doesn’t create one for you. See
Order settings.
10
Send a first message to yourself
Create an order for a contact whose e-mail address and phone number are yours, open it and click Message buyer.
Then open Customer service > Sent messages and check that it shows Delivered. See
Message a buyer from an order.
Permissions
Customer service permissions are in the Customer service group of the role editor.
Seeing the automatic messages on their page also needs See automations (and switching them Create and change
automations), and Automations switched on for your organization.
To move a promised date together with a delay notice you also need Edit order. To pick orders for a bulk message you
need access to the Orders list. To create automations that send messages you need the automation permissions; see
Automations.
Next steps
What Customer service does today
The whole picture, and what isn’t available yet.
Consent and opting out
Who may receive what, and how a customer opts out.