Live Chat & Helpdesk (Omnichannel) for Magento 2

Os detalhes do produto são exibidos em inglês. Traduções em breve.

Live Chat & Helpdesk (Omnichannel) — A build-to-order Magento 2 / Adobe Commerce extension that merges on-site live chat with — 1/1

Pré-visualização ilustrativa

A build-to-order Magento 2 / Adobe Commerce extension that merges on-site live chat with WhatsApp,

Messenger, Instagram and email into a single admin agent inbox with canned replies, routing and full transcripts.

O que é Live Chat & Helpdesk (Omnichannel)?

A build-to-order Magento 2 / Adobe Commerce extension that merges on-site live chat with WhatsApp, Messenger, Instagram and email into a single admin agent inbox with canned replies, routing and full transcripts. Built to order by ECOSIRE for Magento 2 / Adobe Commerce (build-to-order) — indicative price from $999.00 USD; request a quote for a scoped proposal.

Recursos Principais

On-site live chat widget rendered via a Magento layout XML block and frontend RequireJS component, served from your own domain (no third-party chat script dependency for the storefront UI)

WhatsApp Cloud API, Facebook Messenger and Instagram Direct inbound/outbound channels wired through dedicated webhook controllers that verify signatures and normalise payloads into one conversation model

Inbound support email ingested and threaded into the same inbox so chat and email share one history per customer

Unified agent inbox built as a Magento UI component (uiComponent listing + custom view) inside the admin, with real-time updates

Canned responses library with variable placeholders (customer name, order number) managed in admin and inserted with one click

Secure file sharing on both sides, stored through Magento's filesystem abstraction with MIME and size validation

Full chat transcripts and conversation history persisted to custom tables, searchable and attachable to the customer record

Agent routing and departments with round-robin or manual assignment, business-hours awareness and offline fallback to email

Customer and order context panel resolved live via CustomerRepositoryInterface and OrderRepositoryInterface service contracts beside every conversation

Granular admin ACL (Ecosire_Helpdesk::inbox, ::canned, ::departments, ::admin) so agents, leads and managers see only what their role allows

Cron-driven channel polling, transcript archival and SLA/first-response escalation jobs defined in crontab.xml

REST and GraphQL endpoints exposing conversations, messages and transcripts for CRM sync, BI or a custom reporting layer

Configurable system.xml settings (channel credentials, business hours, routing strategy, retention period) under Stores > Configuration

Event observers on sales_order_save_after and customer_login to surface relevant context and proactively greet known customers

Feito sob encomenda, pronto para você

Sem configuração por conta própria — um app funcional criado, instalado e com suporte da ECOSIRE.

1
Você faz o pedido
Comece com um preço único de desenvolvimento. Definimos o escopo com você no início.
2
Nós criamos e instalamos
A ECOSIRE cria, configura e instala no seu Magento 2.
3
No ar + suporte
Você entra no ar em cerca de uma semana útil, com duas semanas de suporte após a entrada em produção. Defeitos no código que entregamos são corrigidos gratuitamente.

Sobre este Produto

Most stores answer customers in four different places — an on-site chat box, the WhatsApp app on someone's phone, the Facebook Page inbox, and a shared support mailbox — and nothing is connected to the order it relates to. Live Chat & Helpdesk (Omnichannel) is a Magento 2 module that ECOSIRE builds, installs and supports directly on your store, pulling every one of those conversations into a single admin agent inbox that already knows the customer and their orders.

This is a build-to-order extension, not an instant Adobe Commerce Marketplace download. We engineer it as a proper module under app/code/Ecosire/Helpdesk, register channels and inbox UI components through di.xml and Magento UI components, and wire inbound webhooks (WhatsApp Cloud API, Messenger/Instagram Graph API) to controllers that normalise messages into one conversation thread. Customer and order context is resolved through service contracts (CustomerRepositoryInterface, OrderRepositoryInterface) so an agent sees who they're talking to and what they bought without leaving the inbox.

Agents get canned responses, secure file sharing, full chat transcripts and history, and department-based routing so wholesale, returns and pre-sales land with the right team. Access is governed by granular admin ACL (Ecosire_Helpdesk::inbox, ::canned, ::admin). Channel polling, transcript archival and SLA escalation run on Magento cron. Transcripts and conversation data are exposed over REST and GraphQL so your reporting or CRM can read them.

It runs on Magento Open Source and Adobe Commerce alike. Because we build it for your install, the routing rules, departments, business hours and channel set match how your team actually works — and we stay on to support and update it as Magento and the messaging platform APIs change.

O que você ganha

A version-pinned Magento 2 module (Ecosire_Helpdesk) delivered as installable source under app/code or as a Composer package, compatible with your Magento Open Source or Adobe Commerce version and PHP runtime
Installation and configuration on your environment (or a guided deploy): setup:upgrade, di:compile, static content deploy and cache flush performed and verified
Connected messaging channels — WhatsApp Cloud API, Messenger/Instagram and support email — wired to your accounts with webhooks registered and verified
Configured departments, routing rules, business hours and an initial canned-response library matching your team structure
Admin roles and ACL set up so agents, team leads and managers have correctly scoped access
Technical handover documentation (architecture, configuration reference, channel/webhook setup, cron jobs) plus a post-launch support and update window

Para quem é isso

Support-Driven Store Owner

Runs a store where most revenue questions arrive over WhatsApp and Messenger but get answered on phones with no record. Wants every conversation in one inbox tied to the customer's orders so nothing slips and the team can scale.

Customer Support Lead

Manages a small agent team across chat, social DMs and email. Needs department routing, canned replies, transcripts and clear ACL so each agent handles the right queue and managers can audit conversations.

Ecommerce / IT Manager

Owns the Magento install and is wary of bolting on a SaaS chat widget that slows the storefront or leaks data. Prefers a native module under app/code with proper service contracts, ACL, cron and GraphQL/REST access they control.

Como Live Chat & Helpdesk (Omnichannel) se compara

Critério	ECOSIRE	Construção personalizada	Concorrente	Nativo do Magento 2
Native Magento admin inbox unifying on-site chat + WhatsApp + Messenger + email	Incluído	Suporte parcial	Suporte parcial	Não incluído
WhatsApp Cloud API & Meta Graph API channels wired to your accounts	Incluído	Suporte parcial	Suporte parcial	Não incluído
Customer & order context via service contracts beside every conversation	Incluído	Suporte parcial	Suporte parcial	Não incluído
Canned responses, departments & agent routing	Incluído	Suporte parcial	Incluído	Não incluído
Granular admin ACL, cron jobs and GraphQL/REST access to transcripts	Incluído	Suporte parcial	Suporte parcial	Não incluído
Built, installed and supported on your specific install with updates	Incluído	Suporte parcial	Não incluído	Não incluído
Instant self-service download / lowest upfront cost	Não incluído	Não incluído	Incluído	Incluído
Tailored to your exact departments, routing rules and business hours	Incluído	Incluído	Não incluído	Não incluído

Perguntas frequentes sobre Live Chat & Helpdesk

Is this an instant download from the Adobe Commerce Marketplace?

No. This is a build-to-order extension. ECOSIRE engineers the Ecosire_Helpdesk module for your specific Magento Open Source or Adobe Commerce version, then installs, configures and supports it on your install. There is no public Marketplace listing or instant download — you get a module tailored to your channels, departments and routing rules.

How long does delivery take after I order?

A standard build, install and channel wiring typically takes about one working week depending on how many messaging channels you connect, your routing/department complexity and access to your environment and platform accounts. After a short scoping call we confirm a firm timeline and milestones in writing before work starts.

What happens with ongoing support and updates after launch?

Every build includes a post-launch support and update window. Because Magento, PHP and the messaging platform APIs (WhatsApp Cloud API, Meta Graph API) all change, we keep the module compatible — addressing security updates, API deprecations and Magento upgrade compatibility. We offer continued maintenance retainers beyond the initial window, and you own the module source.

Which messaging channels can you actually connect?

On-site live chat, WhatsApp via the official WhatsApp Cloud API, Facebook Messenger and Instagram Direct via the Meta Graph API, and inbound support email. Each channel requires you to hold (or help us provision) the relevant business account and API credentials — for example a WhatsApp Business / Meta app. We register and verify the webhooks during setup.

Will it slow down my storefront or conflict with my theme?

The storefront widget is a lightweight RequireJS component loaded through Magento layout XML and served from your own domain, so it does not inject a heavy third-party SaaS script. The heavy lifting (inbox, routing, transcripts) lives in the admin and runs on cron and queues. We test it against your theme and run di:compile and static content deploy as part of installation.

Does it work on both Magento Open Source and Adobe Commerce?

Yes. The module is built on standard Magento 2 framework APIs — service contracts, di.xml, UI components, ACL and cron — so it runs on both Magento Open Source and Adobe Commerce. On Adobe Commerce we can additionally align with its message queue and B2B features where relevant to your setup.

Sob encomenda

Magento 2

Klaviyo Email & SMS Marketing Connector

A custom-built Magento 2 module that syncs your customers, orders, and storefront events to Klaviyo so your abandoned-cart, back-in-stock, and post-purchase email/SMS flows fire on real, accurate data.

A partir de $999.00Ponto de partida — orçamentado de acordo com o seu âmbito

Sob encomenda

Magento 2

Klaviyo / Omnisend Email & SMS Sync

A build-to-order Magento 2 / Adobe Commerce extension that streams your catalog, customer, and order events into Klaviyo or Omnisend for advanced email and SMS automation. Built, installed, and supported by ECOSIRE on your store.

A partir de $999.00Ponto de partida — orçamentado de acordo com o seu âmbito

Sob encomenda

Magento 2

Magento 2 ASOS Marketplace Integration

A build-to-order Magento 2 / Adobe Commerce extension that lists your fashion catalog on the ASOS marketplace, imports products, syncs inventory and pricing, and auto-fulfills ASOS ship orders back into Magento. Engineered, installed and supported by ECOSIRE.

A partir de $999.00Ponto de partida — orçamentado de acordo com o seu âmbito

Sob encomenda

Magento 2

Magento 2 Barcode Inventory & Label Printing

A build-to-order Magento 2 / Adobe Commerce extension that generates, manages, scans and prints product barcodes and labels straight from the admin — built, installed and supported by ECOSIRE on your store.

A partir de $999.00Ponto de partida — orçamentado de acordo com o seu âmbito

Solicitar orçamento