Checking who the customer is: the code by e-mail
Before the bot shows anything about a person rather than one order — all their orders, a VIP coupon — it sends a six-digit code to their e-mail. How it works, its limits and what your team sees.
To show one order, the bot needs its number and the e-mail it was placed with. For anything about the person — all their recent orders, the VIP coupon — it first checks that the e-mail belongs to the visitor: it sends a six-digit code to that address and the visitor types it into the chat.
Before you start
- The bot is made from the Онлайн магазин (Online store) template.
- The code is sent from your store's sender in Push, so Push needs a verified sender: Senders.
How it works for the visitor
- The visitor asks for something that needs it, for example "show me my orders", and gives an e-mail.
- The bot sends a code from your store's sender and says where it went (for example
m***@example.com). - The visitor types the six digits into the chat. The e-mail is confirmed for this conversation.
A code is valid for 10 minutes and allows 5 tries. One conversation can ask for 3 codes an hour, and one e-mail address can get 5 codes an hour.
What a confirmed e-mail opens
- My orders — the recent orders of that e-mail, and only that e-mail.
- The VIP coupon, if you set one and the customer has enough fulfilled orders: Skills.
- A contact in CRM — Assistant links the conversation to a CRM contact, and creates one only for a confirmed e-mail.
An e-mail the visitor only typed is used to reach them — for example a colleague's reply by e-mail — but never to show their data.
What your team sees
In Чатове (Chats), the conversation's Клиент (Customer) block shows the e-mail with · потвърден (confirmed) or · непотвърден (not confirmed), and ✓ Свързан CRM контакт (Linked CRM contact) when there is one: Chats.
In the dashboard's preview of a demo bot, no e-mail is sent: the chat shows Демо: кодът е … (Demo: the code is …).
If something doesn't work
The code does not arrive
- Look in the spam folder.
- Check that your store's sender in Push is verified: Senders.
- The limit is reached — 3 codes in a conversation or 5 to one address in an hour. The bot says it cannot send another; wait an hour.
The visitor typed the wrong code
They have 5 tries per code. After that, the bot can send a new code within the limits above.
The bot asks for a code just to see one order
It should not: for one order the number and the e-mail are enough. If it asks, the visitor probably asked for all their orders — give the order number instead.