How to add a help button to the Customer Hub orders tab
You will learn
Learn how to give your customers easy access to order-related support directly from the Customer Hub view. By configuring a Help setting in Klaviyo, you can add a "Get help" button on the order details page of your site's Customer Hub interface and control where customers are directed when they click it.
Customer Hub for Shopify currently supports standard storefronts and Shopify Headless. For WooCommerce, navigate to https://help.klaviyo.com/hc/en-us/articles/47792369863451
For feedback about Customer Hub functionality, email customerhub@klaviyo.com.
Before you begin
Help settings are a feature of Klaviyo’s Customer Hub. Before proceeding, ensure the Customer Hub feature is enabled in your Klaviyo account. Learn more about Customer Hub.
What are help settings for Customer Hub?
When a customer signs into their account on your site, the Orders tab in the Customer Hub interface displays their recent Shopify order history. By clicking an order, customers can view specific order details (e.g., delivery status and cost summary), and take actions like repurchasing and tracking.
To provide further support, you can add a “Get help” button to order details pages by configuring a Help setting in Klaviyo. This button allows you to direct customers to the support resource of your choice.
Note that customers must be signed in to view their order history and access the “Get help” button. Visitors who have not signed into a customer account are prompted to do so when they open the Customer Hub drawer on your site.
Help settings options
When you set up a “Get help” button, you can choose where customers are directed when they click it. The right choice for your business depends on your customer support setup and your desired customer experience.
- Helpdesk
- Guides customers through a series of questions about their specific order issue (such as a missing, incorrect, or undelivered item).
- Once completed, Klaviyo initiates a web chat session for the customer and automatically sends a message that includes their order information and issue details.
- This creates a new ticket in your Klaviyo Helpdesk so a member of your team can respond directly in the web chat message thread.
- External link
- Redirects customers to a specific page on your website, such as a knowledge base or contact page.
- Gorgias
- Launches the Gorgias support widget, which allows them to either start a live chat or submit a support ticket, depending on your support settings in Gorgias.
- Refer to our guide on enabling Gorgias in Customer Hub for further instructions and information about this integration.
Tip: Currently, Gorgias is the only customer support platform that can integrate directly with Customer Hub. If you use a different help desk platform, use the external link option to send customers to your help pages.
Enable a "get help" button through help settings
If you already have the Customer Hub feature live in Klaviyo, any changes you save will immediately appear on your site. If not, you’ll see the changes once you set the Customer Hub feature live from the General settings menu.
To configure a "Get help" button:
- In Klaviyo’s left-hand navigation, select Service - Customer Hub.
- Select Extensions.
- Find the Help settings card.
- Under Help settings, choose where clicking on the “Get help” button should send customers (the customer experience for each option is defined in the “Help setting options” section of this article above):
- Helpdesk (requires web chat to be enabled)
- External link
- Gorgias (your account must be actively integrated with Gorgias)
- Click Save.
After saving, the "Get help" button will appear for customers on order details pages in the Customer Hub interface. The button’s color, style, and shape will match your customizations in the Customer Hub Design menu.
Disable the "Get help" button through help settings
To remove the button from order details pages:
- In Klaviyo, select Customer Hub from the left-hand navigation.
- Select Settings > Support.
- Under Help settings, select Hidden.
- Click Save.
Saving this change hides the “Get help” button from all order details views.
Additional resources
- Getting started with web chat
Learn about web chat, which is a 2-way communication channel you can add to your website. Web chat can be set up on its own for you to use with Customer Agent and Helpdesk, but it's also designed to be a seamless part of Customer Hub. Web chat allows your business to engage in live, personalized conversations with visitors on your website so they can easily get answers to their questions or assistance with issues.
- Getting started with Customer Hub on Shopify
Learn about Customer Hub, a unique personalized experience for online store visitors that guides them from product discovery through purchase and post-purchase support.
- Guide to Klaviyo Helpdesk
Learn about Klaviyo Helpdesk, which helps you manage support conversations across all channels, powered by the data you already have in Klaviyo.