Channels and customer help
Reach customers through available, consented channels and resolve what blocks the next purchase.
Open Second purchase → Settings → Channels to review the channels available to your project. A saved preference or a phone number alone does not mean that a channel can send.
| Channel | What must be ready |
|---|---|
| Verified sender domain, sending access and the customer's required consent. | |
| The store's own connected number, approved message templates and the customer's required consent. Provider rules and messaging windows still apply. | |
| Browser notifications | Website integration and explicit permission from that customer's browser. Installation of Bitelio in Shopify does not grant browser permission. |
| Mobile app | An app integrated through the API, a registered device, notification permission and a configured push provider. Bitelio does not create the store's mobile app. |
The program considers eligible channels and available engagement signals. An opening is a weaker signal than a click, a response or a confirmed action. The chosen channel still depends on consent, connection status and sending rules; Bitelio cannot deliver through a channel that is merely enabled in a simulation.
The technical setup for WhatsApp answers, web push and mobile devices is described in native surveys and notifications.
After the first experience check
A follow-up can be appropriate even when the customer has not returned to the store. Their latest answers help distinguish different situations:
- They need help: offer relevant product guidance and check whether it solved the problem.
- They want to buy but have a barrier: consider a compatible option or an approved incentive with clear conditions.
- They are not ready: use the appropriate next timing without treating silence as consent or purchase intent.
- They have already bought again: check the recorded purchase and the journey's outcome before interpreting further activity.
Not every contact needs another survey or a discount. Review the actual action and its reason in Second purchase → Customers.
When the store needs to intervene
Review pending help requests from the program. The customer should know when their request is waiting for the store, rather than receiving another automated message that implies it has been solved.
Use approved knowledge for automated product guidance. A request about a specific delivery problem or an unresolved issue may require your team to investigate. Do not promise a reply time you cannot meet.
Test before activating
Rehearse the proposed route, then test the configured channels with controlled recipients. Check that links open the right survey or product, previous answers remain available, and unavailable or opted-out channels are not treated as deliverable. A simulated delivery does not verify the real provider connection.