To facilitate communication with your clients, you can create multiple contact accounts. For example: customer service, technical support, sales department, etc. This feature allows your customers to directly contact the right person according to their needs.
Creating a new contact
In order for the message to be redirected to the intended recipient, you must configure the contacts in your shop.
By clicking on the "Contacts" page under the "Shop Parameters" menu, you can access the existing list of contacts.
Click the "Add new" button to access the contact creation form:
Title. The name of the contact: either a person's name, or the name of the department itself. You could also choose to use a phrase, such as "I have a problem with my order", "I want to return a product" or "I want to become a partner".
Email address. The address can be the same as another contact. In fact, all contacts can share the same address if you don't really have a team – customers will never know, but having many contacts helps them trust your shop, as it means there are many people working for your shop.
Save messages? Indicate if the email is to be saved in the "Customer Service" tool, or simply sent to the email address. If disabled, PrestaShop will not help you handle customer service for this contact. This might be useful for a contact from a potential partner, as you might want these messages to come straight to your inbox, rather than your whole team having access to them.
Description. Make it short, no more than a single line, as it is displayed to the customer in the contact form.
When you have to send a message to your customers using the PrestaShop interface (from the order page), you can choose to save this message in order to send it out again to other customers with similar questions or comments.
To do this, go to the Customer Service link in the menu and click on "Order Messages". One default message, "Delay", is already saved.
Creating a new message
To add other message, click on the "Add new order message" button. You can also edit the default message.
The form deals with the essentials:
Name. Indicate the subject of your message so that you can easily find it again later.
Message. Write out the content that you wish to send to your customers.
Once done, click on "Save".
You can create as many messages as needed.
Sending an order message to a customer
Once your order messages are all set, you can send them by going directly into a customer's order:
Select the message.
Edit it if needed, in order to tailor it to the order or the customer.
Enable the "Display to customer?" option.
Click "Send message".
Your customer will receive the message on the email address associated with this account. To continue the conversation, go to the "Customer Service" page in the "Customer Service" menu.