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Purchases: Update cancellation page's support link to use Odie

Open jjchrisdiehl opened this issue 6 months ago • 4 comments

When a customer proceeds through the cancelation flow they have the option to 'Ask a Happiness Engineer' if they have a question:

image

This link leads them to our general /help page which would then require a customer to click on 'Get help' to open an omnichannel chat:

image

A more optimal path may be to open the omnichannel chat directly from the cancellation page, similar to a pre-sale chat during Checkout. This would allow us quick access to a churning customer for one last attempt to address any concerns.

Happy path: image

@Automattic/martech Is this an oversight or is this the expected behavior of the 'Ask a Happiness Engineer' link?

Related to #93568

Proposed Changes

  • Change out the CALYPSO_CONTACT url with the Odie functionality found in Help Center.

Testing Instructions

  • Go to an existing purchase under /purchases, make sure it isn't expired and can be canceled
  • Click on the 'Cancel [product]' button at the bottom of the page
  • Look for the Have a question? Ask a Happiness Engineer! line in the first paragraph box
  • Click on the Ask a Happiness Engineer link, it should correctly open the Odie/omnichannel chat box

jjchrisdiehl avatar Aug 15 '24 17:08 jjchrisdiehl