Cancelation flow's help link should open omnichannel instead of redirecting to /help

[jjchrisdiehl]

Quick summary

When a customer proceeds through the cancelation flow they have the option to 'Ask a Happiness Engineer' if they have a question:

This link leads them to our general /help page which would then require a customer to click on 'Get help' to open an omnichannel chat:

A more optimal path may be to open the omnichannel chat directly from the cancellation page, similar to a pre-sale chat during Checkout. This would allow us quick access to a churning customer for one last attempt to address any concerns.

Happy path:

@Automattic/martech Is this an oversight or is this the expected behavior of the 'Ask a Happiness Engineer' link?

Steps to reproduce

• Go to /purchases, click on a non-expired plan
• Click on Cancel [product] at the bottom of the page
• Click on 'Ask a Happiness Engineer'

What you expected to happen

I would expect priority access to a person, especially if I am having trouble using the product and I'm also willing to contact support from the cancelation page.

What actually happened

Instead I'm redirected to a generic /help page which makes me take extra steps for direct support from a person.

Impact

All

Available workarounds?

Yes, easy to implement

If the above answer is "Yes...", outline the workaround.

The work around is already completed here https://github.com/Automattic/wp-calypso/pull/93567

Platform (Simple and/or Atomic)

No response

Logs or notes

No response

[jjchrisdiehl]

I have an open PR for this issue here https://github.com/Automattic/wp-calypso/pull/93567

I'm not sure of all of the inner workings of Odie, but if there is a way to funnel these contact requests into a 'pre-cancellation' flow it would help our support prioritize them.

Maybe @alshakero knows a bit more here?

[jjchrisdiehl]

Merged PR, closing.