Helpdesk and chat: the parts, in plain words

37 parts and 16 phrases. Apps in this area include Gorgias, Zendesk, Tidio, Re:amaze, Richpanel, Intercom.

Channelssupport.channelShowWhere a customer's message comes in.

How to extend

ProviderMany side by sidemessage channelA channel provider brings email, chat widget, social or SMS messages into the same conversation list.

Part	Litestore today	How to extend
Account message thread`support.channel.account_inbox`A message thread between a signed-in customer and the store, kept in the customer's account.	Core`app/(web)/messages`	Provider · many
Product question thread`support.channel.product_question`A conversation started from a product page and linked to that product.	Core`modules/messaging/conversations.ts`	Provider · many
New message email to staff`support.channel.new_message_email`An email sent to the store when a customer writes, with a link to the conversation.	Core`modules/messaging/alert-emails.ts`	Provider · many
Email inbox`support.channel.email_inbox`A support address whose incoming emails become conversations and whose replies go out as email.	Plugin	Provider · many
On-page chat box`support.channel.site_chat`A chat box on every store page where visitors, signed in or not, message staff in real time.	Plugin	Provider · many
Social messages`support.channel.social_message`Direct messages and comments from social accounts brought into the conversation list.	Plugin	Provider · many
SMS and messaging apps`support.channel.sms`Text and messaging-app conversations with customers brought into the conversation list.	Plugin	Provider · many
Phone calls`support.channel.voice`Phone calls logged as conversations, with recordings or notes.	Plugin	Provider · many

The conversation recordsupport.conversationShowWhat one support conversation holds and how staff sort it.

How to extend

Core onlyConversations are core records and no conversation events exist yet for a plugin to subscribe to.

Part	Litestore today	How to extend
Conversation status`support.conversation.status`The state of a conversation: open, resolved or archived, with reopen and archive actions.	Core`modules/messaging/admin/actions.ts`	Core only
Assignee`support.conversation.assignee`The staff member responsible for answering a conversation.	Core`modules/messaging/admin/actions.ts`	Core only
Topic and subject`support.conversation.topic`The conversation's kind, such as support or product question, and its subject line.	Core`prisma/schema.prisma`	Core only
Read state`support.conversation.read_state`The time each message was read by the other side, used for unread counts.	Core`modules/messaging/storefront/actions.ts`	Core only
Conversation tags`support.conversation.tags`Short labels staff attach to conversations, such as refund or shipping question, for filtering and reports.	Plugin	Core only
Priority`support.conversation.priority`A level such as low, normal or urgent that orders the queue and sets response targets.	Plugin	Core only
Merge conversations`support.conversation.merge`Joining two conversations from the same customer into one thread.	Plugin	Core only

Order context and actionssupport.contextShowThe customer's orders shown beside the conversation, and what staff can do from there.

How to extend

SlotMany side by sideadmin.slot.customer.blockA helpdesk plugin renders order actions beside the conversation in the admin inbox.

Part	Litestore today	How to extend
Order card`support.context.order_card`A card in the thread that shows an order's number, status, items and total, linked to the order.	Core`modules/messaging/resolve-conversations.ts`	Slot · many
Order eligibility facts`support.context.eligibility`The list of what the customer may still do with an order (cancel, return, refund) and why not, read from the order rules.	Core`modules/orders/customer-capabilities.ts`	Slot · many
Refund from conversation`support.context.refund_action`A button in the conversation that refunds all or part of the linked order.	Plugin	Slot · many
Cancel from conversation`support.context.cancel_action`A button in the conversation that cancels the linked order.	Plugin	Slot · many
Edit from conversation`support.context.edit_action`A button in the conversation that changes the linked order's address or items.	Plugin	Slot · many

Writing repliessupport.replyShowWhat staff put into a reply and the tools that help write it.

How to extend

Assistant toolMany side by sidedraftCustomerMessageThe assistant drafts a customer message for staff to send through its message tool.

Part	Litestore today	How to extend
Image attachments`support.reply.attachments`Images added to a message, up to a set number per message.	Core`platform/config/store-policies.ts`	Assistant tool · many
Product card`support.reply.product_card`A product link in a message turned into a card with the product's image, name and price.	Core`modules/messaging/product-linking.ts`	Assistant tool · many
Coupon card`support.reply.coupon_card`A message part that shows a discount code to the customer inside the thread.	Core`modules/messaging/notifications.ts`	Assistant tool · many
AI-drafted reply`support.reply.ai_draft`A reply drafted by the AI from the thread and the order facts, checked against those facts and placed in the composer for staff to edit and send.	Core`modules/messaging/assistant-reply.ts`	Assistant tool · many
Saved reply`support.reply.saved_reply`A stored reply text with placeholders, such as the customer's name or tracking link, that staff insert with one click.	Plugin	Assistant tool · many
Internal note`support.reply.internal_note`A note in the thread that only staff see.	Plugin	Assistant tool · many

Automationsupport.automationShowRules and bots that act on conversations without a staff member.

How to extend

ProviderMany side by sidehelpdesk automationAutomation rules and answer bots come from a helpdesk plugin; core sends no AI reply without staff approval.

Part	Litestore today	How to extend
Automation rule`support.automation.rule`A rule that checks each new message against conditions, such as words or channel, and then tags, assigns or closes the conversation.	Plugin	Provider · many
Automatic reply`support.automation.auto_reply`A fixed reply sent when a message arrives, for example outside opening hours.	Plugin	Provider · many
Automated answer`support.automation.automated_answer`A chatbot that answers common questions, such as order status, from the store's data and help articles without a staff member.	Plugin	Provider · many
Handoff to staff`support.automation.handoff`The step where a bot passes the conversation to a person, with the thread so far.	Plugin	Provider · many

Self-servicesupport.self_serviceShowAnswers a customer finds without writing to the store.

How to extend

SectionMany side by sideA help centre or contact form plugin adds a storefront section or page.

Part	Litestore today	How to extend
Help centre`support.self_service.help_center`A set of searchable help articles grouped by topic.	Plugin	Section · many
Contact form`support.self_service.contact_form`A form where a visitor without an account sends a question that becomes a conversation.	Plugin	Section · many

Response measuressupport.measureShowHow quickly and how well questions are answered.

How to extend

ProviderMany side by sidehelpdesk reportsResponse-time reports and surveys come from a helpdesk plugin.

Part	Litestore today	How to extend
Waiting time`support.measure.waiting_age`A label on each unanswered conversation showing how many days the customer has waited for a staff reply.	Core`modules/messaging/admin/waiting-age.tsx`	Provider · many
First response time`support.measure.first_response`The time from the customer's first message to the first staff reply, averaged over a period.	Plugin	Provider · many
Resolution time`support.measure.resolution_time`The time from a conversation's first message until it is marked resolved.	Plugin	Provider · many
Response target`support.measure.response_target`A goal for reply time by priority or channel, with conversations flagged when they pass it.	Plugin	Provider · many
Satisfaction rating`support.measure.satisfaction_rating`A short rating request sent after a conversation is resolved, with scores collected per staff member.	Plugin	Provider · many

Phrase	Made of
shared inbox	support.channel.account_inbox support.conversation.assignee support.conversation.status
live chat	support.channel.site_chat
macros	support.reply.saved_reply At some helpdesks a macro also runs order actions, such as a refund, alongside the text.
canned responses	support.reply.saved_reply
ticket assignment	support.conversation.assignee
ticket tagging	support.conversation.tags support.automation.rule
order actions	support.context.order_card support.context.refund_action support.context.cancel_action support.context.edit_action
AI suggested replies	support.reply.ai_draft
AI agent	support.automation.automated_answer support.automation.handoff
chatbot	support.automation.automated_answer
where is my order flow	tracking.page.order_lookup support.automation.automated_answer
help center	support.self_service.help_center
first response time	support.measure.first_response
CSAT	support.measure.satisfaction_rating
SLA	support.conversation.priority support.measure.response_target
internal notes on tickets	support.reply.internal_note

Helpdesk and chat

What the phrases mean

Phrases left out

Sources