In practice, the contact form of your shop, available under the "Contact us" link in the footer, presents the customer with two contacts by default: "Customer Service" and "Webmaster". The customer only has to choose who to contact, and then fill the rest of the fields. The message is then recorded in PrestaShop's customer service tool.
Discussion threads are only included in the customer service tool if the contact has the "Save messages?" option enabled. You can change this setting, or add more contacts, by going to the "Contact" page, under the "Shop Parameters" menu. You will find the option when editing the existing contacts.
If the option is disabled for the contact that the customer chooses, the message is simply sent to the contact's email address, and is not stored in PrestaShop.
You also need to properly configure your IMAP settings, so that PrestaShop can retrieve the customer's answers to emails that were sent from the customer service tool. This is done in the "Customer service options" section, at the bottom of the screen.
Each conversation with a customer can be entirely handled through PrestaShop's complete interface, without having to use an email client such as Outlook or Thunderbird.
In the conversation list, click on a row to view the conversation's details:
This section basically enables you to precisely configure PrestaShop's access to your email server through its IMAP interface. You should make sure all fields are filled, in order for the customer service tool to work properly. Most of this information should be provided by your web host.
- IMAP URL, IMAP port, IMAP user and IMAP password. Essential details to access the email server using the IMAP protocol.
- Delete messages. If enabled, messages on the server will be deleted as soon as PrestaShop has retrieved them. Use with caution: this would make your messages unavailable to other e-mail clients.
- Create new threads. This will create new threads for unrecognized e-mails.
- /pop3. If enabled, use POP3 instead of IMAP.
- /norsh. If enabled, the connection to your email server will not pre-authenticated. Not recommended.
- /ssl. If enabled, the connection to your email server will not be encrypted. Not recommended.
- /validate-cert. If enabled, PrestaShop will force the validation of the server's TLS/SSL certificate.
- /novalidate-cert. If enabled, PrestaShop will never try to validate the server's TLS/SSL certificate. Essential for servers with self-signed certificates.
- /tls. If enabled, PrestaShop will force use of StartTLS to encrypt the connection. Servers that do not support StartTLS will be rejected.
- /notls. If enabled, PrestaShop will not use StartTLS to encrypt the session, even with servers that support it.