Help for Ellidiya Business

Ellidiya Business is Ellidiya with tools for shops, clinics, tutors, service providers and companies. Your customers use the normal Ellidiya app and simply chat with you. You get:

• a business profile with your category, address, opening hours, website and email;
• a catalogue of your products or services with photos and prices;
• quick replies, a greeting message and an away message;
• labels to keep track of orders and payments;
• website chat: a chat bubble for your own website, answered from Ellidiya;
• a ✓ verified mark once your business is checked.

Everything in this guide is free unless it says Pro. For everyday things like chats, calls, groups and privacy, see the main Ellidiya guide.

You can use either. They work the same way:

• Ellidiya Biz app (teal icon): a separate app just for your business. Install it next to your personal Ellidiya, each with its own number. Best if you keep personal and business on one phone.
• Inside the normal app: ⚙ Settings → Ellidiya Business turns your current number into a business number.

Not sure which app you are in? The bottom of ⚙ Settings tells you. The business app is also teal throughout.

Android

1. Open ellidiya.com/app on your phone and tap the download button.
2. Open the downloaded file and tap Install. If your phone asks, allow installing from this source.
3. Open Ellidiya Biz (teal icon). Your personal Ellidiya app is not touched.

iPhone and computer: open business.ellidiya.com. On iPhone, tap Safari's Share → Add to Home Screen. On a computer in Chrome or Edge, click the Install icon in the address bar to get it in its own window.

1. Sign in with your business mobile number and the 6-digit SMS code.
2. Type your business name (for example Sharma Stores). Customers see this name.
3. Tap Use for business when Ellidiya asks. (In the normal app: ⚙ Settings → Ellidiya Business.)
4. Fill in your business profile and add a few items to your catalogue.
5. Share your link or QR code (+ → My invite link) on your shop counter, bills, visiting card and social media, so customers can start a chat.

Busy counter or office? Keep chats open on a computer. Open business.ellidiya.com on the computer, then on your phone go to ⚙ Settings → Linked devices → Link a computer and scan the code. Your phone and computer stay in step: what you answer on one shows on the other.

Open your business screen and tap Use this number as personal again at the bottom of Profile. Your chats stay. Your profile, catalogue, labels and automatic replies are hidden from customers.

Open ⚙ Settings → Ellidiya Business (or the + menu → Business profile and catalogue), then the Profile tab:

• Category: shop, food, health, education and so on.
• About your business: one or two lines, for example "Fresh groceries. Free home delivery above ₹500."
• Address and City.
• Website and Email.

Tap Save profile. Your business name is your Ellidiya name and your logo is your profile photo; change them in ⚙ Settings.

Customers see your profile when they tap your name at the top of a chat.

In Profile, turn on Business hours, tap the days you are open, and set Opens and Closes. Customers then see if you are open right now. The away message can use the same hours (see Away message).

1. Open your business screen and tap the Catalogue tab.
2. Under Add an item, type the Name (for example "Basmati rice, 5 kg"), the Price in rupees and a short Description. Price and description are optional.
3. Tap Add photo to add a picture.
4. Tap Save item.

Tap an item to change it. Out of stock? Tick Hide from customers for now instead of deleting it.

The free plan has up to 20 items; Pro has up to 500.

Customers tap your name at the top of the chat to see your profile and catalogue. They can tap an item to ask about it, and it arrives in your chat so you know exactly what they mean.

1. Open ⚙ Settings → Quick replies and auto-replies (also under Tools on your business screen).
2. Type a Shortcut (like thx) and the Message (like "Thank you for your order! We will deliver it today.").
3. Tap Add quick reply.

In any chat, type / and your shortcut, for example /thx, and pick it from the list. Good ideas: your timings, UPI ID, delivery charges, address and directions.

In Quick replies and auto-replies, turn on Greet new customers and write your welcome, for example "Namaste! Thanks for messaging Sharma Stores. How can we help?". It is sent automatically the first time someone messages you, and again if they come back after 14 days.

Turn on Reply when you are away and write the message, for example "We're closed right now. We'll reply when we open at 9 AM." Then choose When:

• Always: every message gets the away reply until you turn it off. Good for holidays.
• Outside business hours: only on closed days, and before opening or after closing time.

Each customer gets the away reply at most once in 12 hours, so they are not flooded.

Automatic messages are not end-to-end encrypted, because Ellidiya sends them for you. Your own replies stay end-to-end encrypted.

Press and hold a customer chat in your list (on a computer, right-click it) and choose a label:

New customer New order Paid Pending payment Delivered

The label shows next to the chat. Tap a label above the chat list to see only those chats, for example everyone with Pending payment. Only you see labels; customers don't.

Website chat puts a small chat bubble on your own website. Visitors type in it without installing anything, and their messages arrive in your Ellidiya app on your phone and computer, like any other chat. You answer from Ellidiya; they see your answer on the website straight away.

• You see who is on your website right now, and which page they are on.
• You can ask visitors for their name, phone or email before they chat. These become leads.
• You choose the colours, text, position and greeting, and see a live preview.

1. Open your business screen and tap Website chat under Tools. (On a computer, it is also in the left menu.)
2. Type a name for it (usually your website name) and create it.
3. Open Customise to make it yours (see below).
4. Open Install to add it to your website (see Add the chat to your website).

In Website chat → Customise, every change shows at once in the preview:

• Colour, and whether the bubble sits bottom-right or bottom-left.
• Title, subtitle and your photo at the top of the chat window.
• Greeting: the first message visitors see.
• Bubble: an icon only, or an icon with words like "Chat with us".
• Ask before chatting: name, phone and email can each be off, optional or required, with a short note above the form.
• Offline and away text: what visitors see when you aren't answering.
• Pop-up: open a small message by itself after some seconds, for example "Need help choosing? Ask us."
• Show on phones / computers, and a sound for new replies.
• Website address: type your website address so the chat works only on your site and nobody else can show it on theirs.

Tap Save when you are happy. Changes appear on your website within a minute; you don't need to install it again.

Your website needs a small piece of code from Ellidiya, added once. Open Website chat → Install, then:

• Someone else looks after your website? Tap Send to my web developer. It sends them the code with simple instructions. That's all you need to do.
• Doing it yourself? Tap Copy code, then pick your website type in the list (WordPress, Shopify, Wix, Squarespace, Blogger or other). Ellidiya shows the exact steps for that website builder. In most of them, you paste the code into the "footer" or "custom code" box in the settings and save.

Then open your website: the bubble appears. To check it works, look at Visitors now; your own visit shows there within 30 seconds.

Want a "Chat with us" button or link on your page as well as the bubble? The Install tab has a ready line for your web developer.

Website chats come into your normal chat list with a Website mark, and you get an alert like for any message. Open the chat and reply as usual: text, quick replies and emoji all work. You can also open Website chat → Chats to see only website chats.

Tap the visitor's name at the top to see what they told you (name, phone, email), which page they started on, and the page they are on now.

Visitors never see your phone number. They see the title and photo you set in Customise.

• Visitors now: everyone on your website at this moment, with the page they are looking at. Visitors who are chatting show their name.
• Leads: every visitor who gave a name, phone number or email, newest first. Tap one to open their chat, or call or email them.

Website chats are not end-to-end encrypted, because the visitor writes from a web page, not from the Ellidiya app. They are still sent securely and only you can see them in your account. The chat window tells visitors this with a short note. Don't ask visitors for card numbers, OTPs or passwords in website chat.

If you show a form, say on your website's privacy page that visitors' details are used to reply to them.

The free plan has one website chat, which shows a small "Chat by Ellidiya" line. Pro gives up to five website chats (for example one per brand or shop) and lets you remove that line.

A ✓ next to your name tells customers your business has been checked by the Ellidiya team. To apply:

1. Open ecom.ellidiya.com and register your business with the same mobile number you use on Ellidiya.
2. Fill in your business details and follow the steps shown there. If you have a GSTIN, tap Check GSTIN with GST records: it shows your registered name and address, and Use these details fills them in for you. A cancelled GSTIN can't be used; use your PAN instead.
3. The Ellidiya team checks your details. You get the answer in your Ellidiya chat.

Once verified, your business can also show a Chat on Ellidiya button and link on your website and social media.

On ecom.ellidiya.com, Inbox shows customers who need a person. It works on a computer and on your phone's browser.

• Waiting: nobody has picked these up yet. Mine: the ones you are handling. Open: everyone's. Resolved: done. A resolved chat comes back when the customer writes again.
• Open a chat and type your answer. Answers are free until 24 hours after the customer's last message. After that, start again with one of your approved message templates.
• Use Assign to to give a chat to someone on your team, Resolve when it's done, and Private note for things only your team should see.
• If your business uses an automatic system or bot, Back to bot lets it answer again.

Add your team: go to Team, enter the person's name and work email, and tap Make invite link. Send them the link yourself. They choose a password and confirm their mobile number. Team members see only the Inbox, not your money, documents or settings. Tap Remove to take someone off; their chats go back to Waiting.

On ecom.ellidiya.com, open Website chat → Add website chat. Choose your colours, the words visitors see, which details they give (name, mobile, email) and, if you like, a line they must tick to agree to be contacted. Copy the one line of code into your website, or send it to whoever looks after your website.

Visitors chat without the app. Their chats arrive in your Inbox with the page they were on, so your team can answer them. If your business uses an automatic system, it answers first. Leads lists everyone who started a chat; tap Export CSV to download them.

• Alerts: when a customer needs a person, your team gets an email and a message in their own Ellidiya app. Each person can turn these on or off in Team.
• Business hours: in Team → Hours, away and alerts. When you are closed, the website chat shows your away message and visitors leave their name and mobile.
• Quick replies: in the Inbox, tap Quick replies to save answers you send often. {name} becomes the customer's first name.
• Photos: visitors can send a photo or a PDF, and you see it in the Inbox.
• Block: if someone misuses the chat, open it in the Inbox and tap Block. Undo it in Website chat → Blocked visitors.
• Continue in the Ellidiya app: visitors can move the chat to their phone's Ellidiya app, and the chat so far comes along. In the app they chat with your verified business name. If a website has a different brand, untick Offer "Continue in the Ellidiya app" for that website.
• Website chats are live: you can write to a website visitor while they are on your website. When they leave, their chat shows Left the website and you can't write until they come back; the conversation stays in your Inbox. (Customers in the Ellidiya app can be answered for 24 hours after their last message.)
• Who is on your website now: Website chat lists everyone with your chat bubble open: their country (from their device's time zone), the page they're on and for how long, and the name of customers you already know. Tap Say hello: a customer whose chat is open gets it as a message, anyone else sees it pop up from the bubble.
• Online or away: the chat bubble shows Online while someone from your team has the portal open, and Away · no one is available right now within a couple of minutes of everyone signing out or closing it (straight away on sign-out). If your system answers automatically, it says Team away · our assistant can still help.
• Alerts for important customers: in Team → Hours, away and alerts, list labels such as vip. When a customer with one of them opens a page with your chat bubble, your team gets an alert (at most once in 6 hours).
• Labels: in a chat in the Inbox, tap + Label (for example "claim" or "hot lead"). Tap × to remove one. Pick a label above the list to see only those chats.
• Share my location: if your system asks for it, visitors tap Share my location. Their browser asks them first, and the location arrives in the chat.
• A different bot for each website: in Website chat, open a website and fill in Own bot for this website. That website's chats go to that address. Leave it empty to use your main webhook.
• Chats only your bot answered: in Team → Chats answered only by your bot, you can keep them out of your team's Inbox until they are handed to a person, and have them deleted after a number of days.

• Notifications: on ecom.ellidiya.com, tap Turn on when asked (or Account → Notifications on this device). You then get a notification when a customer needs a person or writes again, even with the portal closed. Do it once on each computer and phone you use.
• As an app: in Chrome or Edge, use Install in the address bar (on Android: ⋮ → Add to Home screen). It opens in its own window with the Ellidiya Business icon.
• iPhone: open ecom.ellidiya.com in Safari → Share → Add to Home Screen, open it from the home screen and turn on notifications there.
• Everything is kept on Ellidiya's side, so your computer and phone always show the same chats.

After your password, the portal always asks for a second step. In Account → Two-step sign-in choose a 6-digit code by SMS (the standard), an authenticator app (Google Authenticator, Microsoft Authenticator and others: scan the QR code), or a code by email.

With an authenticator app you get 10 recovery codes. Keep them safe: if you lose your phone, each one lets you sign in once. "Trust this device" skips the second step on that computer for 30 days; Forget trusted devices undoes it everywhere.

Your website can offer a Sign in with Ellidiya button, so customers don't need another password. Whoever builds your website switches it on in ecom.ellidiya.com under Developers. Customers always see your name and what you will get, and they choose whether you may send them offers.

• Business group (+ → New group): members' phone numbers stay hidden from each other. Good for a class, a society or regular customers.
• Turn on Only admins can send messages in Group info for an announcement group where customers can read but not reply in the group.
• Broadcast list (+ → New broadcast list): send one message, like today's offer, to many customers. Each gets it as a private message from you and can reply privately.

Send broadcasts only to people who chat with you and want your updates (see Good practice).

See your current plan in the Plan tab of your business screen.

Open the Plan tab of your business screen to see the price. To move to Pro, write to us from ⚙ Settings → Report a problem or send an idea, choose Something else and say "Business Pro". We reply in your Ellidiya chat with how to pay. Your Pro features turn on as soon as the payment is confirmed.

• Reply fast, and set an away message for when you can't.
• Keep your hours, address and catalogue prices up to date.
• Use labels so no order or payment is forgotten.
• Use a clear logo as your profile photo.

• Messaging people who never contacted you or didn't agree to hear from you.
• Too many broadcasts, or the same message again and again.
• Selling things that are illegal in India, or misleading offers and fake prizes.
• Asking customers for OTPs, UPI PINs or card details in chat.

Customers can report and block a business. If many do, or rules are broken, the Ellidiya team can turn off business features or website chat, and tells you why in your Ellidiya chat. See the Terms.

1. Check the code was added and saved, on every page (or in the shared footer). Ask your web developer if unsure.
2. In Customise, check Show on phones / Show on computers are on for the device you are using.
3. If you filled in Website address, make sure it is exactly your website's address, for example sharmastores.in.
4. Some websites keep an old copy of their pages. Clear your website's cache (in WordPress, usually a "Clear cache" button), then reload the page.
5. Check your website chat wasn't turned off by the Ellidiya team; you would have a message in your Ellidiya chat.

• Check ⚙ Settings → Message alerts is on in the business app, and the website chat isn't set to Quiet.
• Check Website chat → Chats: the messages are there even if an alert was missed.
• On Android, turn off battery saver for Ellidiya Biz (phone Settings → Apps → Ellidiya Biz → Battery → Unrestricted).

The current Ellidiya Biz app installs next to the personal one. If an older download replaced it, delete that download, then install both again: personal from ellidiya.com/app and business from the Ellidiya Business download on the same page. You end up with two icons; the teal one is the business app.

• Check you tapped Save profile and Save item.
• Check the item isn't ticked Hide from customers for now.
• Ask the customer to close and open Ellidiya again.

Calls, codes, alerts and sign-in work the same as in the normal app; see Problems and fixes in the main guide. Still stuck? Tell us with ⚙ Settings → Report a problem, with a screenshot.