How to add a help button to the Customer Hub orders tab

You will learn

Learn how to give your customers easy access to order-related support directly from the Customer Hub view. By configuring Support settings in Klaviyo, you can add an order support button to your site's Customer Hub interface and control where customers are directed when they click it.

Before you begin

Support settings are a feature of Klaviyo’s Customer Hub. Make sure Customer Hub is enabled in your Klaviyo account before configuring them. Learn more about Customer Hub.

What are support settings for Customer Hub?

When a customer signs into their account on your site, the Orders tab in the Customer Hub interface displays their recent Shopify order history. By clicking an order, customers can view specific order details (e.g., delivery status and cost summary), and take actions like repurchasing and tracking.

To provide further support, you can add an order support button to order details pages by configuring Support settings in Klaviyo. This button allows you to direct customers to the support resource of your choice. The Helpdesk and External link options display Get help. Gorgias chat uses the button labels described below.

Customers must be signed in to view their order history and access order support buttons. Visitors who are not signed in are prompted to sign in when they open the Orders tab.

Support options

When you set up an order support button, you can choose where customers are directed when they click it. The right choice for your business depends on your customer support setup and your desired customer experience.

• Helpdesk
  • Guides customers through a series of questions about their specific order issue (such as a missing, incorrect, or undelivered item).
  • Once completed, Klaviyo initiates a web chat session for the customer and automatically sends a message that includes their order information and issue details.
  • This creates a new ticket in your Klaviyo Helpdesk so a member of your team can respond directly in the web chat message thread.
• External link
  • Opens the page you specify, such as a knowledge base or contact page, in a new tab.
• Gorgias chat
  • Launches the Gorgias support widget so customers can start a live chat or submit a support ticket, depending on your support settings in Gorgias. The button displays Chat with us during Gorgias business hours and Leave a message outside business hours.
  • Refer to our guide on enabling Gorgias in Customer Hub for further instructions and information about this integration.

Gorgias is the only third-party support widget available in these settings. If you use a different help desk platform, use External link to send customers to your help pages.

Enable an order support button

If Customer Hub is already live, any changes you save will immediately appear on your site. If it is hidden, go to Settings, select Live under Customer Hub visibility, and click Save when you are ready to publish.

To configure an order support button:

1. In Klaviyo’s left-hand navigation, select Website > Customer Hub.
2. Select Extensions.
   
3. Find the Support card.
   
   

4. Under Support, choose where to send customers when they click the order support button. The options are described in the Support options section above:
   • Helpdesk (requires web chat to be enabled)
   • External link: enter the full URL of your help or contact page.
   • Gorgias chat (your account must be actively integrated with Gorgias, and the Gorgias chat widget must be installed on your store). Optionally, enter a Support page link to open in a new tab if the widget is unavailable.
5. Click Save.

After saving, the support button will appear for customers on order details pages in Customer Hub. The button’s color, style, and shape will match your customizations in the Customer Hub Design menu.

Disable the order support button

To remove the button from order details pages:

1. In Klaviyo, select Website > Customer Hub from the left-hand navigation.
2. Select Extensions.
3. Under Support, select Hidden.
   
   

4. Click Save.

Saving this change hides the order support button from all order details views.

Additional resources