# PCI Payment Form in web chat

Request payment details during web chat, process the payment in your own system and confirm completion to the visitor.

*Release 3.3 · admin, operator, supervisor, visitor*

**Settings › General Settings › PCI Payment Form** · **Settings › Account › Operators** · **Settings › Chat › Themes**

## What it is

The **PCI Payment Form** lets you request a visitor's payment details during web chat. You use those details to process the charge in your own payment system, then record completion in INSIDE. The visitor receives an **Order Processed** message after you confirm completion.

## Who uses it and why

- Operators collect payment details and confirm the outcome while helping a visitor.
- Visitors enter their details in the payment form and see the requested amount and completion message.
- Administrators with the **Settings** role manage operator access and ask Powerfront to configure the provider and workflow options.
- Supervisors review payment-form activity alongside conversation and conversion evidence.

## Where to find it

In an active web chat, use the card icon to open **Order Payment Request**. On mobile, the action is **Request Payment**.

Powerfront manages **Settings › General Settings › PCI Payment Form**. An administrator with the **Settings** role can manage **PCI Payment Form** access under **Settings › Account › Operators** and theme text under **Settings › Chat › Themes**, subject to **Settings Permissions**.

## How it works

1. Select the visitor, open **Order Payment Request** and choose **Begin**.
2. Normally, the visitor accepts the **Payment Form** invitation and supplies shipping and billing details. If this step is hidden, prepare the order request first.
3. Enter **Order Details**, select **Currency** and enter **Total Amount**. Include shipping costs calculated in your own system, then choose **Request Payment**.
4. The visitor reviews the request and submits card details. INSIDE shows progress while you wait.
5. In **Process Payment**, enter the displayed details into your POS before the timer expires. After the charge succeeds in that system, choose **Payment Processed**.
6. If the confirmation step is shown, enter **Confirmation Number** in **Complete Payment** and finish the form. The visitor sees **Order Processed**, the amount and the reference when enabled.

Either participant can cancel. Closing or completing the workflow restores the normal chat controls. Reopening an active payment form can show its current progress.

## Configure it

Ask Powerfront to enable the form and configure the payment provider. Tell Powerfront whether you want to collect shipping and billing details and whether operators should enter an order confirmation number.

With the **Settings** role and the required **Settings Permissions**, assign **PCI Payment Form** access to the operators who need it. To change the visitor invitation, use the **PCI Payment Form** section of your chat theme and edit **Payment Request Message Text** or **Payment Form Button Text**.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Payment Form | Settings › General Settings › PCI Payment Form | website | Off | Powerfront, on request | Enables the website payment-form workflow when provider configuration is complete. |
| Hide Shipping/Billing Step | Settings › General Settings › PCI Payment Form | website | Off | Powerfront, on request | Skips the initial shipping and billing collection step so the operator can prepare the payment request first. |
| Hide Order Confirmation Step | Settings › General Settings › PCI Payment Form | website | Off | Powerfront, on request | Completes the workflow without asking the operator for a confirmation number or showing that number to the visitor. |
| Payment Request Message Text | Settings › Chat › Themes › PCI Payment Form | website | Fill out this form to process the payment. | Settings role | Sets the visitor's payment-form invitation message. |
| Payment Form Button Text | Settings › Chat › Themes › PCI Payment Form | website | Payment Form | Settings role | Sets the button visitors use to accept the payment-form invitation. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Order Details | Order Payment Request | Unknown | Describes the order to the visitor. Required for Auric; optional for PCI Proxy. |
| Currency | Order Payment Request | Yes | Identifies the currency of the requested amount; initially selects the website currency when configured. |
| Total Amount | Order Payment Request | Yes | Sets the amount requested from the visitor, including any shipping cost, with up to two decimal places. |
| Confirmation Number | Complete Payment | Yes | Records the reference from your payment or order system. Required when the confirmation step is shown. |

### Permissions

| Permission | Lets you |
|---|---|
| PCI Payment Form | Use the payment form on an enabled website. |
| Settings | Use payment forms and manage permitted operator access and chat-theme settings. |

## Limits and good to know

- The request action needs an active web chat using the newer chat pane. It is unavailable for SMS over web and unanswered proactive chats.
- The operator normally needs to be available or winding down before starting the request.
- Finish or cancel the current payment form before starting one for another visitor.
- **Currency** and **Total Amount** are mandatory. Auric also requires **Order Details**. Amounts accept up to two decimal places.
- An initial form with no progress closes after five minutes. Displayed card information has a separate four-minute timer.
- Completion records your confirmation. It does not verify settlement with your payment system or automatically create a tracked purchase.

## Depends on and works with

### This feature uses

- **Requires** [Starting, ending and expiring chats](CHAT-001.md): The operator starts a payment request in an eligible web chat.
- **Requires** [PCI Payment Form provider setup](COM-025.md): Provider-hosted fields collect and display payment details.
- **Configured in** [Operator accounts](ADM-007.md): Payment-form access is assigned on operator accounts.
- **Configured in** [Roles and permissions](ADM-008.md): Operator access includes the PCI Payment Form role option.
- **Configured in** [Purchase currencies and conversion](COM-023.md): Website currency settings determine the converted value stored with each payment request.
- **Configured in** [Visitor chat themes and branding](VX-003.md): Chat themes can customise the visitor invitation message and button.
- **Works better with** [Sales attribution and conversion reports](REP-008.md): Conversion reporting can show payment-form use, completion and elapsed time.

### Used by

- **Configures** [Credit card masking](SEC-017.md): Enabling payment forms turns on card masking when the website starts.
- **Enhances** [Starting, ending and expiring chats](CHAT-001.md): An active payment form prevents ordinary web chat expiry processing.
- **Enhances** [Purchase currencies and conversion](COM-023.md): Payment requests retain the requested money alongside the website-currency amount.
- **Enhances** [Purchase details and conversion credit](COM-030.md): Conversion detail can show payment-form participation and completion alongside sale evidence.
- **Enhances** [Operator productivity reports](REP-004.md): Payment-form activity adds request, session, duration and value measures to applicable productivity reports.
- **Enhances** [Team comparison reports](REP-005.md): Payment-form activity adds payment request, session, duration and value measures to chat Team Comparison.
- **Enhances** [Conversation detail and abandonment reports](REP-006.md): Payment forms add request, completion, duration and value details to applicable web-chat results.
- **Related** [PCI Payment Form provider setup](COM-025.md): The assisted payment workflow uses the configured provider for visitor entry and operator display.

## FAQ and troubleshooting

### Why is Request Payment missing or disabled?

Check the operator's **PCI Payment Form** access, the chat type and whether another payment form is open. Ask Powerfront to check website enablement and provider configuration.

### Why is the visitor not asked for an address first?

Powerfront may have enabled **Hide Shipping/Billing Step**. You prepare the amount before the visitor enters payment details.

### Why can't I submit the amount?

Choose a currency and enter a number with no more than two decimal places. With Auric, also enter **Order Details**.

### Does Order Processed prove that the card was charged?

It means the operator completed the form. Check the payment result in your POS or payment system for charge confirmation.

### What happens if the form times out?

The form closes and chat controls return. Check your payment system before starting another request so that you know whether a charge already succeeded.