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Customer Support
Customer Support configures the support or live chat provider used by a tenant's hosted checkout and client-facing pages. This is a tenant-level setting: each brand can select and configure its own provider.
Use this page when a brand needs customers to access support directly from the checkout or client portal experience.
Permissions
| Action | Permission required |
|---|---|
| View support configuration | tenant:read:support |
| Test support configuration | tenant:read:support |
| Save support configuration | tenant:update:support |
Provider selector
The provider selector lists the customer support integrations available in the current environment. The current supported provider is LiveChat.
Selecting a provider displays that provider's configuration fields. Removing the selected provider disconnects the tenant from its support integration after you save the change.
WARNING
Removing the support provider and saving will stop Payment Nexus from loading that provider's widget for this tenant. Customers will no longer see that support option in the hosted checkout or client portal until a provider is selected and configured again.
Configuration fields
The configuration form is defined by the selected support provider, so the fields can vary between providers.
For LiveChat, the configuration includes:
| Field | Required | Description |
|---|---|---|
| License ID | Yes | The LiveChat license ID for the brand's LiveChat account |
| Custom Icon URL | No | Optional URL for a custom icon used by the LiveChat widget |
| Use Custom Button | No | When enabled, Payment Nexus shows its own floating support button and opens the LiveChat widget from that button |
Toolbar actions
| Action | Description |
|---|---|
| Test Settings | Checks whether the current support provider configuration is valid |
| Reset | Discards unsaved changes and restores the last saved values |
| Refresh | Reloads the saved configuration from the backend |
| Save | Saves the selected provider and configuration values |
Test Settings
Use Test Settings before saving or relying on a new support configuration. The test validates the selected provider and its configuration values.
If no provider is selected, the test reports that there is nothing to test. If required fields are missing or invalid, the test explains which values need attention.
TIP
Always test support settings after changing provider credentials or widget options, especially before enabling the integration for a production brand.
Checkout and client portal behavior
When support settings are saved successfully, the tenant's public configuration includes the provider information needed by the checkout and client portal.
If a support provider is configured, Payment Nexus loads the provider's widget scripts for that tenant. If the provider is missing, removed, or misconfigured, Payment Nexus skips the widget rather than blocking the checkout experience.
Custom support button
Some support providers can be opened programmatically from a Payment Nexus button. LiveChat supports this behavior.
When Use Custom Button is disabled, customers see the provider's normal widget launcher according to the provider's own behavior.
When Use Custom Button is enabled, Payment Nexus shows a floating support button in the hosted client experience. Clicking that button opens the provider widget. This gives the brand a more consistent Payment Nexus-styled entry point while still using the provider behind the scenes.
Use the custom button when:
- The brand wants the support entry point to match the Payment Nexus checkout experience
- The provider's default launcher conflicts with checkout layout or branding
- Operators want a predictable support button location across tenants
Leave the custom button disabled when the brand prefers the provider's standard launcher or when the provider's embedded experience already matches the required presentation.
Operational guidance
- Confirm the provider account belongs to the correct tenant before saving the License ID.
- Use a tenant-specific provider account or configuration where possible, so support conversations and reporting stay separated by brand.
- Test settings after every provider or credential change.
- After saving, open the hosted checkout or client portal for that tenant to confirm the support widget appears as expected.