On-site Chat FAQs

How Shoppers experience On-site Chat

How do shoppers start chats?

Wherever On-site Chat is displayed on your website, shoppers will be able to click or tap on the launcher button in the lower right corner of the screen to request a chat with your team. Their request will be routed to any available members of your team nearest to them where possible.

When will my online shoppers see Virtual Shopping?

By default, On-site Chat will only be displayed to online shoppers when one of your team members is available in the Store App to accept their chat request. This ensures that shoppers are connected to an available team member as soon as possible without waiting.

What can shoppers see about the team members they chat with?

When your team connects with a shopper in a Virtual Shopping chat, the shopper will be able to see their first name, their store location, and their profile picture. Of course, through video calling, shoppers will be able to see whatever your team members show them, for example, products from the shop floor up close.

Implementing On-site Chat

Will Virtual Shopping slow down the website once integrated?

No. Our JS code loads asynchronously, ensuring all priority website content is loaded before Virtual Shopping starts to load. Learn more here.

Is there a strict timeline for launching Virtual Shopping?

No. Merchants have complete control over the timeline to launch. Any timelines we provided or detailed in these docs are simply guides rather than rules. The Supported Launch Guide is a detailed step-by-step instruction manual for your launch path.

How do I receive support while launching Virtual Shopping?

In the first instance, please complete the Technical Support form located in the Onboarding Support Hub. If you have not received a response within the respective SLA (dependent on the request type), please contact your CSM for escalation.

What PDPs should we deploy Virtual Shopping on?

We recommend you deploy the Virtual Shopping JS code across your whole website. This will mean that a shopper’s chat will follow them through their entire shopping journey. Additionally, you can customize whether or not On-site Chat is displayed on certain pages using our allow/deny URL list.

Managing On-site Chat

Does Virtual Shopping only track payments made through Klarna?

No. Virtual Shopping tracks any sales on your website, as purchase tracking should be implemented for all payment methods available at checkout.

Can I manage which pages Virtual Shopping appears on?

By default, On-site Chat will appear on your website’s homepage, collections pages, and product pages. This helps ensure that your team receives the most qualified requests for chats, as shoppers starting chats on these pages are less likely to request customer service-type assistance. You can fully customize where shoppers see On-site Chat and can start a chat in your Display Settings.

Shopify plugin

Can we customize the look and feel of On-site Chat if we’ve installed Virtual Shopping through Shopify?

Yes. You will receive access to a configurations sheet within 48 hrs of installation where you can customize the color of the widget and Saved Replies for product experts. We can also walk through the capabilities to make updates on your own!

Can we create additional tracking events through the Shopify plugin after installation?

No. The Shopify integration automatically supports the Product View Event and the Purchase Event, i.e. whenever a shopper looks at a product page Additional Events are not currently supported for Shopify.

How can we monitor performance?

You'll have access to both the Shopping App Dashboard and Virtual Shopping Dashboard. Here, you'll be able to see detailed analytics and metrics to track overall performance and team performance.