Yes, Clickatell enables merchants to converse with their customers via Chat. The Chat 2 Pay solution allows merchants to switch customer conversations from the more expensive and inconvenient call center to the cheaper chat channel.

Subsequent conversations with customers can be managed on chat using chatbots (i.e., unassisted conversations) or with human agents (i.e., assisted chat).

Clickatell is set up to provide merchants with self-service activation of assisted and unassisted chat solutions - Chat Flow and Chat Desk - both of which can be set up to use the same chat channels (WhatsApp and SMS) and configured to use the same Cybersource account for payment processing.

Please visit this page for more information.

We currently do not support client-hosted secure pages. You can opt for Secure Acceptance which is Cybersource's hosted payment page option. Alternatively, you can use Cybersource's Unified Checkout option if you would like Clickatell to host the payment page.

Yes. You can add a Chat 2 Pay Sandbox configuration that allows you to test your Chat 2 Pay setup without using 'real' money.

You can have multiple Sandbox Chat 2 Pay configurations in your Chat 2 Pay account. However, note that you cannot promote a Sandbox configuration directly to Production - you will need to create a new Production configuration once you are done testing and ready to start using it in Production.

For more information, see What is a Chat 2 Pay Sandbox configuration.

Yes. Decision Manager is supported, provided the merchant has activated this service with Cybersource.

Chat 2 Pay can be used via any of the following applications:

• Chat Desk - When customers are chatting with your live agents using Chat Desk, the agent can send the customer a payment link to make a payment.

• Chat Flow - As a flow-builder, you can embed a Chat 2 Pay node into your flows to trigger payment requests to your customers on chat.

• Salesforce Extension - When a customer calls your contact center, an agent can send them a payment link via your Salesforce OMS system via chat. This is currently the only OMS system supported by Chat 2 Pay.

• APIs - You can integrate any other (non-Clickatell) application directly with the Chat 2 APIs to trigger payment requests.

Chat 2 Pay is available in both post-paid and pre-paid accounts.

For more information:

• Follow these steps to integrate Chat Desk into Chat 2 Pay

• Follow these steps to integrate Chat Flow into Chat 2 Pay

• Follow these steps to embed Chat 2 Pay into Salesforce

• Follow these steps to connect/integrate your own application or mobile app to Chat 2 Pay by using our Chat 2 Pay APIs.

Chat 2 Pay is not a payment gateway. It works essentially as a pass-through between the application your customer is using and a payment gateway, in this case, Cybersource. Chat 2 Pay is a one-of-its-kind payment orchestration product that can integrate into any payment gateway.

A payment gateway is a merchant service provided by an application service provider that authorizes credit card or direct payments processing for online businesses. Cybersource is the payment gateway for Chat 2 Pay that authorizes all the payments that Chat 2 Pay routes through it.

A merchant account is a type of bank account that allows businesses to accept payments in multiple ways, typically debit or credit cards. You can get a merchant account from any bank that handles the settlement of payment card transactions.

You can use your existing gateway if that gateway is Cybersource. If you have a relationship with another gateway outside of Cybersource, please inform us here what gateway that is.

The billing process with Clickatell will be separate from the billing process with Cybersource. For every successful payment facilitated by Chat 2 Pay, a transaction processing charge of 0.5% will apply. At the end of every month, all total charges are collated and invoiced for you to settle.

How does Chat 2 Pay handle reversals and refunds?

Currently, Chat 2 Pay only handles reversals. It does not support refunds in any capacity.

If a transaction is unsuccessful and maintains the same status, if that status is no older than 48 hours, Chat 2 Pay automatically reverses the transaction. Once a transaction has been in a pending state for over 24 hours, it cannot be reversed and must be refunded. You can either contact your Cybersource account executive or send an email to Cybersource support email or create a ticket via your merchant dashboard

Does Chat 2 Pay support auto-reversals?

Yes, Chat 2 Pay supports reversals via Reversal APIs. It also supports auto-reversals on Chat Flow when a transaction is in a REVIEW state.

Does Chat 2 Pay provide chargebacks?

Chat 2 Pay does not handle chargebacks. We only handle the payment orchestration, i.e., facilitating the payment with Cybersource. If you have any chargeback-related issues, you can reach out to your Cybersource account executive, send an email to Cybersource support, or create a ticket via your merchant dashboard to get any general issues resolved promptly.

Does the secure payment link expire?

Yes, the secure payment link sent on chat expires after 5 minutes if it is not clicked. Once it’s been clicked by the customer, the expiry time is extended for an additional 15 minutes to allow the customer to complete the payment.

My payment went into the REVIEW state, how can I resolve this?

If a payment is in REVIEW state, Chat 2 Pay will request a payment status confirmation from the Payment Gateway (Cybersource). This status update will then be used to auto-reverse the transaction if applicable.

How long before the payment page expires?

The payment page expires in 15 minutes, after which the transaction fails.

What happens if my transaction fails?

Chat 2 Pay exposes a Reversal API that can be executed once a transaction is unsuccessful.

What happens if the delivery of the payment or receipt link fails?

If the delivery of the payment link or receipt fails, the transaction will need to be re-initiated again.

How do I receive payments? Does Chat 2 Pay handle the money?

Chat 2 Pay does not handle the flow of funds. You as the merchant have a direct relationship with Cybersource (Payment Gateway) and your bank (Merchant Bank). The flow of funds is between these two parties.

Does Chat 2 Pay store payment information?

No, Chat 2 Pay does not store your personal payment details or information. We store details of the link generation and delivery.

The setup of Chat 2 Pay (C2P) is completely self-service for the merchant.

There are three main steps:

1. Installing the C2P plugin on the OMS/Merchant Portal - less than 15 mins

2. Setting up an SMS or WhatsApp channel

• SMS configuration - setup in 15-30 minutes

• SMS migration from another provider - 7-90 days

• WhatsApp Business account configuration:

  • Application in 15-30 minutes

  • Approval from 1-30 business days (this process is managed by WhatsApp)

3. Configuring the C2P service to work with the merchant's Cybersource account - less than 15 mins

Chat 2 Pay only delivers a payment link to customers via their selected channel. The actual payment, i.e., the point at which the customer enters their payment information, is done via a Cybersource payment page.

Cybersource is a global payment provider with multiple security measures to protect customers' card information. You can find out more here.

Channels

You can send out payment links via SMS and WhatsApp chat channels.

Products

Chat 2 Pay can be used with Chat Desk and Chat Flow.

• With Chat Desk, when customers are chatting with your live agent, the agent can send the customer a payment link to make a payment.

• With Chat Flow, you can embed a Chat 2 Pay node into your flows to trigger payment requests to your customers on chat.

The list of available currencies depends on which Cybersource integration you are using. Secure Acceptance is available in more countries than Unified Checkout.

• Secure Acceptance

• Unified Checkout

For more on the differences between Secure Acceptance and Unified Checkout, see here.

• A merchant ID from Cybersource - if you already have an existing Cybersource account, please follow the steps detailed here. If you do not have a Cybersource account, please reach out to our Support Team for assistance.

• A free Clickatell account.

• At least one triggering application: Salesforce, Chat Flow, Chat Desk, and/or 3rd Party application calling our APIs.

• In some cases, you will also need a channel, i.e., when using Salesforce or Chat Flow.

• Chat 2 Pay is available in both post-paid and pre-paid accounts.

Chat 2 Pay allows you to embed a "node and/or extension" into multiple applications enabling you to trigger a payment request to your customers (i.e., the end-user) via those applications. Chat 2 Pay will help your business reduce operational and payment processing costs by delivering a payment request via a low-cost high-touch channel like chat.

The URL embedded in the message allows the customer to open a secure payment page where they can enter a new credit/debit card or utilize a saved credit/debit card that will be used by the merchant to process payments via the merchant's payment processor/gateway.

Chat 2 Pay is partnered with one of the most secure payments platforms across the globe, Cybersource from Visa. Chat 2 Pay is not the payment gateway. Chat 2 Pay only acts as a pass-through and routes all payments through Cybersource.

• See this webpage and the Chat 2 Pay user guide for more information on the product.

• Also see here for more information on the applications you can use with Chat 2 Pay.

Chat 2 Pay requires a payment processor integration. Chat 2 Pay is currently integrated with Cybersource as a payment gateway. If you do not have a Cybersource MID and/or account, please reach out to your merchant bank or Cybersource.

Currently, only Cybersource is supported on Chat 2 Pay. If you have recommendations on which processors to onboard next, please let us know here.

You can use your existing gateway if that gateway is Cybersource. If you have a relationship with another gateway outside of Cybersource, please inform us here what gateway that is.

Supported payment methods:

• Visa and Mastercard bank cards

• Visa and Mastercard's Click to Pay (only available for Unified Checkout – see here for countries where this is available.

Not supported:

• Apple Pay

• Google Pay

• Samsung Pay

This is the merchant's choice and is determined by the merchant's location. Clickatell supports both long numbers and short codes for SMS. Merchants also have the option to apply for new numbers or use their existing numbers for this service. Please note, however, that different geographies have restrictions on the availability of long numbers and short codes.

Details about geographical support for long numbers and short codes can be found here.