What shoppers see

A quick walkthrough of the shopper’s side of the widget, useful for knowing what a support question from a customer is actually describing.

Opening the chat

A shopper clicks the launcher bubble (or your custom trigger — see Widget placement options) and the panel opens with your configured greeting. They type naturally — “a snack basket under 500,” “running shoes under 2000 that aren’t too flashy” — and Cartfilo replies with matched products they can add straight to cart.

Returning to an unread reply

If a shopper closes the widget while your team has taken over their conversation, a small badge appears on the launcher the next time a staff reply comes in, along with a one-time toast the first time they return to the site: “A store team member replied to your earlier message.” Clicking either opens straight into that conversation.

When a human is needed

If the conversation needs a person and no one is reachable right now (outside your office hours, most commonly), the shopper sees a short card instead of being left hanging:

The heading changes depending on why it appeared — “No one’s available right now” when truly nobody is watching, or “We’re getting a team member for you” when a reply may come within seconds. The form asks for an optional name and a required email, so your team can follow up even if the shopper leaves before anyone responds. A shopper can dismiss it, and it won’t reappear a second time in the same conversation.

Recognizing a returning customer

If a shopper has previously given an email — through this card or at checkout — and it matches a real customer record, your team sees who they’re talking to in the Inbox instead of an anonymous visitor, the next time that shopper starts a conversation.