This article applies to selling in: United States

Communicate with customers using the Selling Services App

A technician can now contact a customer directly from the Selling Services App by using Call or Text options. Each Job Detail page on the Tech App has a “Contact” link which will direct to the below options:

  • Chat
  • Call
  • E-mail

Chat

Chat option becomes available once the Technician sends an ETA to the customer. Upon sending ETA, an SMS is sent to the customer with a link to a chat window in the amazon shopping app or a web browser. The technician can now send a chat to the customer. When the customer responds, the technician will be able to see the reply in that chat window. In case the technician misses a customer message, they will be notified via a push notification linking into the chat window.

Call

Call option will be activated 24 hours prior to an appointment and remain active 24 hours post appointment completion. Upon selecting the Call option, the technician’s phone will dial the customer phone number through a masked number.

E-mail

You can reply to a customer message by using Buyer Selling Messaging (BSM). Please refer to Communicate with buyers using the Buyer-Seller Messaging Service

Important: Chat option will be activated only after sending an ETA (Send ETA) to the customer and remains active until appointment completion.

FAQ:

Can a customer initiate contact with a technician via the chat function?

The customer will only be able to access the Chat option through the embedded link in the Send ETA text sent by the technician on the day of the appointment.

How long is the call option active?

The Call option will be active 24 hours prior to the appointment and remains active 24 hours post appointment completion.

How long will the chat option be active?

The Chat option will be active after sending an ETA which is typically 4-6 hours prior to the appointment and remains active until appointment completion. Please refer to Send ETA for details.

What if a customer wants to contact a technician post 24 hours after appointment completion?

The customer will continue to be able to contact Amazon CS for any pre or post appointment questions.

What do I do if the customer doesn’t answer my message or call?

Please contact Services Central Operations (SCO) at 1-888-282-7961 for further assistance. SCO would be able to directly reach the customer via email or call to the customer.

Is there a limit to the number of messages I can send each day?

No, there is no limit to the number of messages that can be sent.

What happens if a customer misses a technician message?

For customers that have the Amazon mobile shopping app, they will be notified via push notification for each message sent with a link to the chat room.

Sign in to use the tool and get personalized help (desktop browser required). Sign in


Was this article helpful?
Thank you for your feedback
How can we improve this help page? Note: This form doesn’t create a support case. Please specify what you think is wrong with the content itself.
1000
What was helpful?
1000
Thanks again for your help!
Thank you for your feedback. If you have more questions, please Contact Us.

Reach Hundreds of Millions of Customers

Start Selling On Amazon


© 1999-2020, Amazon.com, Inc. or its affiliates