Clickatell’s integration enabled Commerce Cloud customers to use enhanced payment options by allowing contact center agents to trigger payment requests via a payment link in chat messages. With Chat 2 Pay, customers pay for goods and services via Salesforce Order Management by clicking on a link delivered through SMS or WhatsApp without requiring them to expose their personal payment information to a human agent. Upon clicking the link, the customer is served a fully hosted checkout page where the customer can securely enter payment card details and submit the payment. The customer receives a confirmation of the order and a receipt via a chat message, while the contact center agent is kept abreast of the payment status to complete the sale.
Clickatell provided the following information on Chat 2 Pay include:
- Pre-built Chat 2 Pay cartridge for Salesforce Order Management
- Payment link sent via SMS or WhatsApp channels through integration of Clickatell’s Chat 2 Pay extension
- Fully hosted, responsive checkout page that collects data directly from customers and processes their payments
- Orchestration APIs that securely pass information such as MSISDN, transaction details, receipt, etc.
- Integration to Cybersource’s payment processing platform (compatible with Secure Acceptance and Unified Commerce)
- Support of both the 3D Secure 1.0 and 2.0 protocols
- Agent dashboard that displays status of the payment (e.g., link sent, payment success or error, etc.)
- Analytics delivered via integration of Clickatell’s Chat 2 Pay extension
- Tier 2 operational tools: end-point monitoring and alerts dashboard
- General cartridge management and configuration
- Comprehensive user guide and tutorial videos to enable easier setup
“Consumers are increasingly embracing chat channels for self-serve, transactional and brand engagement, and businesses can meet their customers’ purchasing and servicing expectations with Clickatell’s Chat 2 Pay payment solution,” says Jeppe Dorff, chief product and technology officer at Clickatell. “With the power of Salesforce Commerce Cloud and Clickatell’s Chat 2 Pay, businesses can now provide consumers payments in chat easily, quickly and securely via a payment link in the chat channels that they’ve come to love, trust and use every day.”