Your data
Customer support
Your phone and email, the hours of your staff, where the requests for a person arrive.
What it does in the conversation
When a customer asks for a person, the assistant records a support request and tells them when your staff will answer; if they ask how to reach you, it gives your phone and email.
Support requests reach you by webhook or you collect them with the API (pull), like orders. With orders by email only, requests do not arrive: the order email carries orders only, and the page Where to receive orders says so.
Customer: Can I speak to someone?
Assistant: Of course: I've let my colleagues know, they will get back to you during customer service hours (Mon-Fri 9:00-12:30). You can also call them at 000 000 0000.
Phone, email and hours of an invented store. Illustrative example, with the products of the template and an invented store.
If it is missing
- Without phone and email, the customer who wants to reach you has no contact.
- Without staff hours, the assistant says that someone will get back to them, without saying when.
- Without a route for support requests (webhook or pull), a customer who asks for a person is not called back: you do not know they asked.
The fields
Required: without it the product is not sold the way the customer expects. Recommended: without it there is a declared fallback, but the experience is poorer. Optional: an improvement.
Support (Store settings and Where to receive orders)
support.phonerecommended- Type
- phone
- Example
000 000 0000- Rule
- The number the customer can call (coming in Store settings).
support.emailrecommended- Type
- Example
assistenza@esempio.it- Rule
- The address the customer can write to.
support.hoursrecommended- Type
- windows per day
- Example
Mon-Fri 9:00-12:30- Rule
- Days from 0 (Sunday) to 6, from before to, in your time zone.
support_requestsrequired- Type
- route
- Example
webhook- Rule
- Webhook (support.requested) or pull (GET /v1/support_requests).
Frequent errors and their message
ORARI_NON_VALIDI«Check the opening hours: each slot needs its days and a start time before the end time.»
What to do: Hours are windows with days, from and to: not free text.
EMAIL_NON_VALIDA«This email address isn't written correctly: check it.»
What to do: name@domain.
How to send it
- From the portalIn part
Today: the support email in Store settings; where requests arrive in Where to receive orders (webhook) and Developers. Coming: the phone and the staff hours, in the form the assistant reads (days and windows).
- From the APIAvailable
GET /v1/support_requests and POST /v1/support_requests/{id}/ack (orders:read, orders:write) to collect requests in pull.
Availability as measured on the live service on 30 October 2026.