Learn how to manage conversations with recent customers using Dutchie Ecommerce's web-based chat feature.

Customer messaging allows you to initiate a web-based chat with customers who have placed orders in the past 72 hours. Instead of calling customers about order modifications, order issues, or pickup nuances at your store, you can manage conversations with the customers through Dutchie Ecommerce admin.

Things to know

  • Before you get started, contact Dutchie Support or your Customer Success Manager to enable this feature for your dispensary and to discuss workflow and use cases
  • Users at your dispensary will need the Messaging permission to use this feature. 

Give a user the ability to message customers

  1. In Dutchie Ecommerce Admin, go to Settings > Users
  2. Choose a user
  3. Under Permissions, check the box for Messaging.
  4. Click Save.

Customers will receive a link via email that allows them to chat with you. To ensure customers receive this email link, go to Settings > Checkout and check the box for Require email address for guest checkout. The system will not notify you if a customer's email address is missing or invalid.

Message with customers

From the Messaging tab

  1. In your Dutchie Ecommerce Admin, click Messaging in the sidebar.
  2. Click Start a Conversation.
  3. A window appears with customers who have placed an order in the last 72 hours.
    • Most recent orders appear at the top; oldest and current orders are at the bottom.
    • You can also use the search bar to find customers.
  4. Once you've located the customer, click New Message.
  5. Type your message, and click Send.

From the Orders tab

  1. In your Dutchie Ecommerce Admin, click Messaging in the sidebar.
  2. Select an order placed within the last 72 hours.
  3. Click the Send message link just below the customer's phone number.
  4. Type your message, and click Send.

Notifications

  • In the Messaging section of Dutchie Ecommerce, a number will appear next to each customer conversation to notify you of new messages.
  • A number will also appear next to the Messaging tab in the sidebar of Dutchie Ecommerce, to alert you to the number of outstanding messages.

Customer experience

When you start a conversation, the customer receives an email with a link that takes them to a web-based chat. They will also receive a text notification that they have a message regarding their order and to check their email to begin chatting. Customers cannot respond via text.

Frequently asked questions

What about landlines?

You will receive a "Failed to send" error message if you attempt to message a landline.

What happens when a customer tries to message me after I've closed their order?

If a customer tries to message you after you close or delete the conversation, they'll get a message notifying them that you've closed the order, and we'll provide the customer with your phone number in case there are any issues.

Additional reading