By default, customers can leave a message via a contact form in the online invoice portal (checkinvoices.com), which arrives in your Payt inbox. With the 'Support channels' setting, you decide through which channels customers can contact you. You can enable any combination of the three channels.
Which support channels are there?
Contact form (default): customers leave a message via a form in the portal. This message arrives in your Payt inbox.
Use this if you want questions about invoices to be handled by colleagues who work in Payt. This is the most commonly used option.
Support page: customers see the button 'Go to support page' in the portal, which redirects them to a help page of your choice, for example your own support portal or an FAQ page.
Use this if you have your own support environment where you want to handle all customer questions centrally.
Support email: customers see the button 'Email support' in the portal, which opens a new email to an email address that you set.
Use this if you prefer to receive questions by email, for example in a shared mailbox of your administration or accounts receivable team.
How do I set this up?
Go to your administration settings via the gear icon in the top right.
Open the 'Debtor portal' tab on the left.
Under 'Support channels', tick the channels you want to use.
Choosing 'Support page'? Then enter the URL of your help page in the 'Support URL' field. Make sure the URL starts with
https://.
Choosing 'Support email'? Then enter the email address on which you want to receive questions from customers in the 'Support email address' field. This must be a valid email address.
Save the changes at the bottom of the page.
At least one support channel is always active. You can only untick 'Contact form (default)' once you have ticked another channel.
What does the customer see?
In the portal, the customer only sees the channels you have enabled:
Contact form: the form the customer uses to leave a message.
Support page: the button 'Go to support page', which redirects to your help page.
Support email: the button 'Email support', which opens a new email to the email address you have set.
Have you enabled multiple channels? Then the customer sees all active options: the contact form at the top, with the 'Go to support page' button on the left below it and the 'Email support' button on the right.