In the Help Ticket Form, there is an option for users to Live Chat with a Customer Success Team member. The Live Chat button is available when Login / Password Issue or Patient Agreement Change are selected in the ticket form.
The Live Chat option is located towards the bottom of the ticket form. Users still have the option to submit a standard help ticket or utilize the Live Chat option when available.
If someone on the Customer Success Team is available, the Live Chat button turns bright green. Users will also see text next to the Live Chat button for immediate help try Live Chat.
If no one on the Customer Success Team is available, users will see text stating that agents aren’t available and please submit a ticket.
Upon clicking the Live Chat button, a modal opens asking for Name and Email Address. Once those are entered, the User will click Send and the Live Chat process will start with a member of the Customer Success Team.
If the User wants to continue working on the page, the User can minimize the Live Chat modal. The User will be notified of a reply by the modal box turning red with a message tally.
Note: If you navigate away from the page where the modal is located, the modal will disappear. To return to the modal, open the Help Ticket Form, and click on either Login / Password Issue or Patient Agreement Change > Live Chat. This will reinstate the modal with the full chat history.
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