Yes, Clickatell enables you to converse with their customers via chat. The Chat 2 Pay solution allows you 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., automated messaging via Chat Flow) or with human agents (i.e., live messaging via Chat Desk). Both these solutions can be set up to use the same chat channels (WhatsApp and SMS) and configured to use the same account for payment processing.

Please visit this page for more information.

No, our current system does not allow for hosting the checkout page directly on your domain. However, we offer customization options to ensure a seamless and branded checkout experience for your customers by incorporating your logo prominently on the checkout page. This level of customization aims to maintain brand consistency and enhance customer trust, even though the checkout page is hosted on our secure servers.

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.

If you have any chargeback-related issues, you can reach out to the Clickatell Support team to get any general issues resolved promptly.

Also see:

• How does Chat 2 Pay handle reversals and refunds?

• Does Chat 2 Pay support auto-reversals?

Yes, Chat 2 Pay supports the 3D Secure 1.0 and 2.0 protocols.

Learn more:

• What is 3D Secure?

• How is 3DS activated on Chat 2 Pay?

• What are the major differences between 3DS 1.0 and 2.0?

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.

Also see:

• How does Chat 2 Pay handle reversals and refunds?

• Does Chat 2 Pay provide chargebacks?

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.

Learn more:

• How does the Chat 2 Pay payment link work?

• How do I receive payments when using Chat 2 Pay?

• What happens if my Chat 2 Pay transaction fails?

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

• How long before the payment page expires?

• How can I resolve it if my payment is in REVIEW state?

• What happens if my Chat 2 Pay transaction fails?

• After making the payment, will the user be able to interact with my business for other services?

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

Learn more:

• How does the Chat 2 Pay payment link work?

• How do I receive payments when using Chat 2 Pay?

• What happens if my Chat 2 Pay transaction fails?

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

• Does the Chat 2 Pay secure payment link expire?

• How long before the payment page expires?

• What happens if my Chat 2 Pay transaction fails?

• After making the payment, will the user be able to interact with my business for other services?

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. This method is only supported by our legacy application and does not include our chat wallet (customer profile and tokenized payment) support.

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

You can easily disable your Chat 2 configuration by disabling or unlinking the applications that are integrated into it.

Learn more:

• How do I disable channels linked to Chat 2 Pay?

• How do I disable products linked to Chat 2 Pay?

• How do I disable APIs linked to Chat 2 Pay?

• What happens to all my data if I cancel my account?

Improving the customer experience during the payment process is crucial for improving conversion rates, retaining customers, and encouraging repeat business.

The main strategy involves a user-friendly checkout process that enables customers to pay quickly and efficiently. Chat 2 Pay helps you achieve this by providing a simplified checkout page and an innovative one-tap or quick-reply checkout to speed up the process. With the checkout page, your customers can quickly provide the required information, while storing their payment information to enable tokenized payments for subsequent payments.

For more information on tokenized payment click here.

Also see:

• What is a tokenized payment and how does it work?

• Is my customer's payment information safe with tokenization?

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

Learn more:

• How does the Chat 2 Pay payment link work?

• What happens if my Chat 2 Pay transaction fails?

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

• Does the Chat 2 Pay secure payment link expire?

• How long before the payment page expires?

• How can I resolve it if my payment is in REVIEW state?

• What happens if my Chat 2 Pay transaction fails?

• After making the payment, will the user be able to interact with my business for other services?

A payment gateway is a merchant service provided by an application service provider that authorizes credit card or direct payment processing for online businesses.

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. Chat 2 Pay is a one-of-its-kind payment orchestration product that can integrate into any payment gateway. Chat 2 Pay currently utilizes multiple payment gateways to process payments.

Please get in touch with us for details on payment gateways we currently support.

If a transaction is unsuccessful and maintains the same status, and 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.

Please contact our Support team for assistance with refunds.

Also see:

• Does Chat 2 Pay provide chargebacks?

• Does Chat 2 Pay support auto-reversals?

A payment link is generated for customers without a tokenized card on the Chat 2 Pay platform and sent via the selected chat channel for payment. Using the link, the customer can provide their payment information and choose whether to save their card for future use.

Learn more:

• How do I receive payments when using Chat 2 Pay?

• What happens if my Chat 2 Pay transaction fails?

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

• Does the Chat 2 Pay secure payment link expire?

• How long before the payment page expires?

• How can I resolve it if my payment is in REVIEW state?

• What happens if my Chat 2 Pay transaction fails?

• After making the payment, will the user be able to interact with my business for other services?

Chat 2 Pay allows clients to decide if and how 3DS is used for their transactions. Clients may configure the following options for 3DS authentication on their transactions:

• All Transactions – for this option, all transactions processed on your account will be required to go through the 3DS authentication process.

• First Transactions – only the cardholder’s first transaction will be required to go through the 3DS authentication process. Subsequent transactions will then not be required to go through the 3DS authentication process, thereby improving user experience.

• None – 3DS authentication would not be required for any of your transactions. This however means that you bear the risk of the transaction.

Learn more:

• What is 3D Secure?

• Does Chat 2 Pay support 3D Secure?

• What are the major differences between 3DS 1.0 and 2.0?

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

You can have multiple activation keys for the same Chat 2 Pay account. However, you can only use one activation key at a time to authorize a transaction.

Learn more:

• Why do I need activation keys for Chat 2 Pay?

• What can I do if my activation key is compromised?

Yes, your customer's payment information is extremely secure with tokenization. The token is a stand-in for the actual details and is useless without the proper authentication processes. Additionally, by not storing sensitive information on our servers, we minimize the risk of data breaches.

Also see:

• What is a tokenized payment and how does it work?

• How do I improve the customer experience on Chat 2 Pay?

Chat 2 Pay only delivers a payment link or tokenized payments 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 secure payment page with multiple security measures to protect customers' card information.

The payment page is also PCI-DSS certified. To learn more about PCI-DSS certification please read here.

1. Reduced drop-off: 3DS 2.0 recognizes that customers on mobile devices generate a lot more data points (e.g., device IDs, email addresses, billing addresses, browser information) than what was available when 3DS 1.0 was conceived. Card issuers who accept these data points can therefore make a real-time decision on whether additional customer authentication is required or not. Unlike 3DS 1.0, the additional authentication via OTP or biometrics is only requested in some instances and not all.

2. Device-specific biometric authentication: Unlike 3DS 1.0, 3DS 2.0 can replace the more intrusive OTP authentication mechanism with less intrusive biometric requests such as fingerprint or facial recognition. 3DS 2.0 is built with support for both iOS and Android mobile OS, and can determine the least intrusive authentication method on a customer-by-customer basis.

3. Compliance with PSD2 SCA: Companies doing business in Europe need to comply with PSD2 SCA requirements, which 3DS 2.0 adheres to. Therefore, many card issuers in Europe already support 3DS 2.0.

Learn more:

• What is 3D Secure?

• Does Chat 2 Pay support 3D Secure?

• How is 3DS activated on Chat 2 Pay?

If your activation key has been compromised, you can create a new activation key and delete the compromised key.

Learn more:

• Why do I need activation keys for Chat 2 Pay?

• How many activation keys can I have for Chat 2 Pay?

Chat 2 Pay is only available if you are subscribed to our Transact package. On this package, you'll have automatic access to all the below channels and applications that you can use with Chat 2 Pay to enable transactions via chat.

Channels

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

Applications

Chat 2 Pay can be used with Chat Desk (live agent messaging) and Chat Flow (automated messaging).

• 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.

Chat 2 Pay is available on the Transact package only. To make use of Clickatell's Chat 2 Pay application, you also need:

• A merchant ID from the Payment Gateway - please reach out to our Support Team for assistance on how to get your merchant ID.

• A free Clickatell account.

• At least one triggering application: Salesforce, Chat Flow, and Chat Desk.

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

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

Learn more:

• How does the Chat 2 Pay payment link work?

• How do I receive payments when using Chat 2 Pay?

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

• Does the Chat 2 Pay secure payment link expire?

• How long before the payment page expires?

• How can I resolve it if my payment is in REVIEW state?

• What happens if my Chat 2 Pay transaction fails?

• After making the payment, will the user be able to interact with my business for other services?

If the delivery of the payment link or receipt fails, the transaction will need to be re-initiated by the customer when chatting with a bot or the live agent. We store details of the delivery of the payment link.

Learn more:

• How does the Chat 2 Pay payment link work?

• How does the Chat 2 Pay payment link work?

• What happens if my Chat 2 Pay transaction fails?

• Does the Chat 2 Pay secure payment link expire?

• How long before the payment page expires?

• How can I resolve it if my payment is in REVIEW state?

• What happens if my Chat 2 Pay transaction fails?

• After making the payment, will the user be able to interact with my business for other services?

Chat 2 Pay does not store your personal payment details or personal data, so there will be no impact on your data if you cancel your Chat 2 Pay account.

Learn more:

• How do I disable channels linked to Chat 2 Pay?

• How do I disable products linked to Chat 2 Pay?

• How do I disable APIs linked to Chat 2 Pay?

• How do I disable my Chat 2 Pay configuration?

3D Secure (3DS) is an authentication protocol that helps to minimize costly fraudulent transactions by adding an extra layer of protection to the payment journey. After entering credit/debit card details for online transactions, the customer is asked to authenticate their identity using methods such as two-factor authentication (One-Time Passwords) or biometrics (e.g., fingerprints, facial recognition).

Learn more:

• Does Chat 2 Pay support 3D Secure?

• How is 3DS activated on Chat 2 Pay?

• What are the major differences between 3DS 1.0 and 2.0?

Chat 2 Pay enables lightning-fast secure payments without leaving the messaging channel by simply tapping a button or replying to a message (requires the tokenization feature). Safe, convenient payment experiences are delivered with a message, or while chatting to a business in a messaging thread - whether with a bot or a live agent.

Chat 2 Pay simplifies the checkout experience, orchestrating the transaction between your business (the merchant) and the customer, enabling compliant, global payment acceptance directly within messaging channels. It will help your business reduce operational and payment processing costs by delivering a payment request via a low-cost, high-touch channel like chat.

Partnered with some of the most reputable payment platforms worldwide, Chat 2 Pay serves as a conduit, directing all payments through a secure payment gateway. It's important to note that Chat 2 Pay is not a payment gateway itself but rather functions as a facilitator, ensuring smooth and secure payment routing for your business.

• See this webpage for more information on the product.

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

A Sandbox configuration allows you to test your Chat 2 Pay setup without using "real" money. It allows you to link your Chat 2 Pay configuration to a sandbox instance of your payment processor.
Where a production configuration is linked to a production payment gateway (i.e., when you click the payment link it renders a payment page that accepts real credit cards), you can use test cards on the payment gateway when using a sandbox configuration.

You can have multiple Sandbox Chat 2 Pay configurations in your account. To add a Sandbox configuration, navigate to My Workspace -> Chat 2 Pay in the Clickatell Portal and click New Sandbox Configuration.

Note: You cannot promote a sandbox configuration directly into production at this time. You will need to create a separate production configuration to use Chat 2 Pay in the production environment.

Chat 2 Pay empowers your customers to facilitate payments seamlessly through one-tap or quick-reply functionalities, all within the confines of the chat channel. This functionality is facilitated by the implementation of tokenized payments.

Tokenized payments enable customers to store their payment information securely using PCIDSS-compliant payment vaults. The stored payment information is tokenized before storage and subsequent payments are processed using the tokens. Thus, customers can quickly check out from within the chat channel without having to provide their payment information again, which results in much-improved conversion rates.

Also see:

• Is my customer's payment information safe with tokenization?

• How do I improve the customer experience on Chat 2 Pay?

Chat 2 Pay utilizes the Clickatell Gateway for in-chat payments, which is integrated with several gateways offering us global processing coverage. To start processing payment through Chat 2 Pay all we need is your acquiring MID credentials and we can have you accepting transactions without any development or integration required.

Supported payment methods include:

• Visa and Mastercard debit and credit cards.

• Visa and Mastercard's Click to Pay (only available for specific use cases - please contact us to get more details).

Any application sending payment links with Chat 2 Pay needs an API key authorizing the transaction request. The activation key is generated and presented to you once the Chat 2 Pay configuration is complete. This is the key you'll use to activate your linked applications. All applications use the same activation key.

Learn more:

• What can I do if my activation key is compromised?

• How many activation keys can I have for Chat 2 Pay?