By default, customers can leave a message in the online invoice portal (checkinvoices.com) via a contact form, which ends up in your Payt inbox. You can replace this contact form with a button that redirects to a help page of your choice, for example your own support portal or an FAQ page.
When is this useful?
It is useful to redirect to an external help page if you want all questions from customers to come in through that channel. This way you prevent support requests from coming in through multiple places.
Sometimes redirecting to an external help page is not the right choice. If you want invoice-related questions to always be handled by specific colleagues who work in Payt, we recommend keeping the Payt inbox and not redirecting to an external help page.
How do I set this up?
Go to your administration settings via the cogwheel icon in the top right.
Open the 'Cusomer portal' tab on the left.
Enter the URL of your help page in the 'Support URL' field.
Make sure the URL starts with
https://.
Save the changes at the bottom of the page.
What does the customer see?
Once you have entered a URL, the customer portal changes as follows:
The contact form is no longer visible.
Instead of the contact form, a button 'Go to support page' appears. When the customer clicks it, they are redirected to your help page.
If no URL has been entered, the contact form remains visible as usual.