Users can access the Live Chat button at any time in their portal via the purple chat button located at the bottom-right corner of the screen.
Through the chat, users can:
- View your current or past conversations.
- Start a new conversation.
- Send and receive messages.
- Share documents, images, and videos.
- Edit sent messages.
- Pin important messages.
- React to messages with emojis.
If a support agent is unavailable, the user will see a default message letting them know that no agents are currently available.
Portal settings may allow users to receive announcements or automated notifications by SMS. Please note that only admins can send SMS messages. Users aren’t able to send them but can reply directly to SMS notifications, or use Live Chat to continue the conversation.
Select the Label
When you start a new chat, you will see a list of help options based on the labels set up behind the scenes. These labels aren’t visible to you as an end user, but they help route your message to the right support team automatically.
1. Simply click on a label to select it and start using it.