什么是 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 $199.00 USD; request a quote for a scoped proposal.
产品详细信息以英文显示。翻译即将推出。
示意预览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.
核心功能
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
按需定制，全程代劳
无需自行搭建——由 ECOSIRE 构建、安装并提供支持的可用应用。
- 1
您下单
以一次性构建价格开始。我们在启动时与您共同确定范围。
- 2
我们构建与安装
ECOSIRE 在您的 Magento 2 上构建、配置并安装。
- 3
上线 + 支持
约 2–4 周内上线，并提供上线后的支持期。
关于此产品
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.
你得到什么
- 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
这是给谁的
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.
Live Chat & Helpdesk (Omnichannel) 如何比较
| 标准 | 伊科西尔 | 定制建造 | 竞争对手 | Magento 2 原生 |
|---|---|---|---|---|
| Native Magento admin inbox unifying on-site chat + WhatsApp + Messenger + email | 包含 | 部分支持 | 部分支持 | 不包括在内 |
| WhatsApp Cloud API & Meta Graph API channels wired to your accounts | 包含 | 部分支持 | 部分支持 | 不包括在内 |
| Customer & order context via service contracts beside every conversation | 包含 | 部分支持 | 部分支持 | 不包括在内 |
| Canned responses, departments & agent routing | 包含 | 部分支持 | 包含 | 不包括在内 |
| Granular admin ACL, cron jobs and GraphQL/REST access to transcripts | 包含 | 部分支持 | 部分支持 | 不包括在内 |
| Built, installed and supported on your specific install with updates | 包含 | 部分支持 | 不包括在内 | 不包括在内 |
| Instant self-service download / lowest upfront cost | 不包括在内 | 不包括在内 | 包含 | 包含 |
| Tailored to your exact departments, routing rules and business hours | 包含 | 包含 | 不包括在内 | 不包括在内 |
关于Live Chat & Helpdesk (Omnichannel)的常见问题
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 2 to 4 weeks 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.
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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.
- 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